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Ps it’s completely irrelevant they requiring to have personal medical details- put that in the complaint too. It you have POA for financial reasons and you have provided them with proof of such, THEY ARE OBLIGED TO ACT UPON YOUR INSTRUCTIONS.

I suggest you put a complaint in writing ( apologies if you have done so already) , send it by email and registered post, request compensation for the haste they have put you and your Mother through and say if you don’t have resolution within (28?) days you will escalate the complaint to the...