Guidance

Supporting customers who may not be able to make their own decisions

A guide to help staff learn how to support customers to use the services the Office of the Public Guardian provides.

• From: Office of the Public Guardian
• Published: 11 December 2025

Applies to England and Wales

• Publication for Northern Ireland
• Publication for Scotland

Documents

Supporting customers who may not be able to make their own decisions

PDF, 775 KB, 52 pages

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Details

This guide helps staff in regulated markets learn about:

• lasting powers of attorney (LPAs)
• enduring powers of attorney (EPAs)
• deputyship orders
• guardianship court orders

It has been written by the Office of the Public Guardian (OPG) in partnership with the UK Regulators Network (UKRN), Ofcom, Ofwat and the Financial Conduct Authority. It is intended to help policy makers in financial services and utility companies provide straightforward and consistent information for staff, which will make the process easier for customers.

Published 11 December 2025