Regulatory Requirement?

Hello,

We've had a mortgage with HSBC approved. However, we're unable to sign the paperwork as the mortgage advisor who processed our application is on holiday. Apparently, it can only be her who is present when we go to the branch to sign, a colleague can't stand in for her. She informed us that this is to meet regulatory requirements.

Is this correct? I'm very surprised that there is no provision to prevent delays for customers when advisors are on holiday.