Martin Lewis says he has the document himself, which he describes as being ‘more important than a will’ – but one consumer finance expert has highlighted a barrier
Martin Lewis is a passionate supporter of the LPA – but consumer finance expert Claer Barrett has raised an issue that could stop many people getting one: file image of Martin talking on his ITV show about LPAs(Image: ITV)
High street banks across the UK have been urged to act to assist ‘millions’ of people throughout the country – many of whom could benefit from a £92 document championed by Martin Lewis. A recent report revealed that approximately 11 million people in the UK are acting as digital helpers, supporting others with their finances online.
This is commonly seen among those helping elderly relatives by checking account balances, assisting with passcodes or online payments, or even withdrawing cash. However, consumer expert Claer Barrett is warning that such people are operating in a grey area.
She notes that many of these so-called ‘digital concierges’ lack formal authority, such as a Lasting Power of Attorney (LPA) – a document you can get for £92 that Martin Lewis strongly supports. She also highlights that there is a clear obstacle preventing many from obtaining one.
A Lasting Power of Attorney (LPA) is a legal document that enables a person to appoint one or more individuals to assist in making decisions, or to make decisions entirely on their behalf, according to the government. The document is intended to give people greater control over what happens to them should they suffer an illness or accident that leaves them unable to make their own decisions.
Martin Lewis describes the document as extremely important. Speaking on his ITV programme The Martin Lewis Money Show, he said: “I think Power of Attorney is more important than a will. A will decides what happens to your assets if you die. Power of Attorney, what happens to your assets if you lose your faculties – you’re still alive and you may have your own care and family that you need to look after, but you’re no longer capable of doing it yourself.”
However, Ms Barrett warns that many people find it difficult to get such a document. As a result, they are forced to rely on ‘risky workarounds’ such as sharing security codes and passwords, reports the Mirror.
She said: “The banks have been shamefully slow at bridging this digital gap.” She is now urging banks to take action so that more individuals can obtain an LPA or alternative support. Writing in the Financial Times, she said that millions of people are waiting for UK banks to do more to assist them.
Her appeal comes as Devon Fields Consulting, who produced the recent report, said that many older customers want a ‘halfway house’ to help them with digital banking. Faith Reynolds, founder of the firm, said: “This report shows that we are desperately in need of innovation that serves the millions who aren’t digitally native and the people bridging the gap for them: the ‘hidden heroes’ identified in our research.
“Current solutions do not reflect the reality of people’s ‘messy’ lives or the combined emotional challenge of managing money and managing digitally. Relatives, friends and neighbours form the unpaid social safety net of our banking ecosystem, yet they remain underserved, lacking the tools to do the job conveniently and securely.”
Challenges older people face with online banking
The report revealed that a key concern for many older people is the fear of making errors with banking online. They say they find digital banking confusing, as well as stressful, overwhelming and difficult to navigate.
The report found that many struggle to work their way through sites and apps to locate the information they need. The organisation is now calling for more straightforward versions of banking apps, tailored specifically for older customers, to be introduced.
Ms Barrett warned that for those wishing to set up an LPA, the process is becoming increasingly difficult. Writing in the Financial Times, she said: “If you need to activate an LPA, it’s increasingly hard to find a physical bank branch where you can do it.”
Which? recently reported that approximately 6,700 bank and building society branches have closed since January 2015 across the UK. This equates to 68% of branches that were open in January 2015, according to the House of Commons Library.
A banking hub is intended to provide people with physical access to banking services and is frequently established in areas where bank branches have closed down. They aim to deliver essential banking services to local communities.
As of March 2026, there were 225 operational banking hubs, and the 250th recently opened across the UK. Ms Barrett argues that many more are required to allow people to set up LPAs and deal with banks on other issues, such as opening an account or speaking to someone about falling victim to fraud.
This month, the Access to Banking Services review is due to be published, containing recommendations for Andy Burnham’s government. The Access to Banking Services Review is designed to assist the Treasury “better understand the impact of the current trajectory of access to in-person banking services, including the scale of detriment to consumers and the impacts it may have on vulnerable groups.”
Ms Barrett says the review should call for additional hubs to support a wider range of services. However, she is also keen for it to go further in making online banking more accessible for older people.
She said: “I hope the report also addresses what more banks should do to make online services more accessible so that customers with additional needs can be better supported. For the sake of millions of ‘digital concierges’ like me, banks shouldn’t wait for legislation to force this much-needed innovation. Provide the services we need. There are 11 million people out there who would willingly become your customers.”
The report is available to read in full here. For more information on setting up an LPA, visit the government web page on the subject.
