Mortgage lenders must improve their handling of potentially vulnerable customers, the Financial Conduct Authority (FCA) has warned. The regulator said more support must be given to front line staff at mortgage lenders to help them make the right decisions for borrowers, and called on firms to be more flexible in their dealing with customers. It reiterated its warning that mortgage lenders should always make decisions that take account of specific personal and financial circumstances of borrowers, and urged lenders to act to identify customers who would become susceptible to mortgage arrears if interest rates rise and put in place strategies to treat them fairly. It follows an FCA review of lenders’ approaches to mortgage arrears management ahead of changes due to come into force in April following the Mortgage Market Review (MMR).....Read more here