Mortgage lenders are failing to support some vulnerable people who have fallen behind on their repayments, the financial watchdog has said.
Banks and building societies are generally treating those with long-term mortgage arrears well, the Financial Conduct Authority (FCA) said.
But the regulator found examples of when customers had been left to complete detailed forms on their own.
There was also inconsistent treatment of those deemed as vulnerable.
Low interest rates mean that those in arrears on their mortgage