Do not cross this Bridge
This organisation provides equity release schemes and have done so for over 20 years. They are the most intractable, un-cooperative and frustrating organisation I have yet come across.
They are refusing to accept that a digital certificate, issued by the Office of the Public Guardian for a Lasting Power of Attorney, is legitimate. Instead they are demanding the wet signature document. This is unnecessary, costly and, as it's a paper document, a possible data breach risk.
Their staff are obstructive, clearly not trained and also in some instance rude.
My advice, if you are looking for this type of financial product, is to avoid this organisation, as they do not have their clients interests in mind.
A word to Retirement Bridge... next stop for us is a complaint to your realtors, the FCA.