article_snippet: Financial Conduct Authority found that certain firms continued to be 'unsympathetic and inflexible' where a customer was in 'distress and financial difficulty'.
article_snippet: However, this said some positive changes and been made and that most firms had significantly reduced the amount of fees and interest most firms charged customers who had fallen behind with most firms repayments.
article_snippet: Joanna Elson said: 'While the improvements already being made by firms are welcome, The FCA has been very clear that many are struggling with the pace of change required to bring them up to scratch.'
highlights_snippet: Financial Conduct Authority claims firms continue to be