Emma Robinson isn’t someone who waits for problems to fix themselves. She sees something that isn’t working, and she gets stuck in to make it better. Working in customer service at TSB, she knew the Power of Attorney process wasn’t just frustrating— it was causing real problems for customers and colleagues alike. The process was slow, confusing, and led to too many rejections. Customers were left waiting, and branch staff were dealing with a growing number of complaints. Instead of accepting it as just the way things were, Emma set out to change it.

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