Summary of bank series activities

Chapter 1: Summary of Consumer Protection Activities 5·21

Jiangxi Bank Fuzhou Branch launched the "Financial Consumer Protection, We Are Taking Action" themed publicity campaign

Ceremony Summary of the "Right to Property Security" publicity activities

In order to effectively strengthen the protection of consumer rights and interests and enhance consumers' awareness of the law, study of the law, usage and rights protection, according to the unified deployment of the Jiangxi Provincial Banking Regulatory Bureau and superior departments According to the organizational requirements, Jiangxi Bank Fuzhou Branch carried out the launching ceremony of the 20xx theme publicity campaign of "Financial Consumer Protection, We Are in Action" and the "Property Security Rights" publicity campaign. The relevant situation is reported as follows:

Activities Time: 9:00 am on May 21, 20xx

Venue: Vientiane New Town Plaza at the entrance of the branch

Participants: 6 staff from the business department of Jiangxi Bank Fuzhou Branch

Activity status: The activities are mainly carried out in the form of on-site stalls at outlets. A consulting group composed of consumer protection station liaison officers and financial managers will distribute promotional materials to consumers, popularize financial consumption knowledge, and answer financial consumers' questions on the spot. consult.

In this activity, our bank issued *** to customers: "Prevent fraud and protect property", "Go to the service station to protect your rights", "Popularize financial knowledge", "Maintaining the safety of customers' funds is to protect the bank." "Reputation" and other promotional materials, and received more than 50 customers, promoting basic financial knowledge and the financial services provided by our bank to consumers in an easy-to-understand way, helping them consciously stay away from and resist Illegal financial business activities guide financial consumers to rationally safeguard their rights and strengthen their service awareness, and actively play the consumer rights protection station’s characteristic publicity role of “prevention first, education first, legal rights protection, and coordinated disposal”, which also fully demonstrates our bank’s sincerity Customer service image.

Part 2: Summary of XX Bank’s “Financial Consumer Rights Day” activities

Report on XXX Bank’s “Financial Consumer Rights Day” activities

In order to implement the "Notice on Carrying out "Financial Consumer Rights Day" Activities in Shantou City" (the spirit of Shantou Jinlian Document No. 20xx1), our bank has established a team with the president as the team leader and the deputy president as the deputy team The Financial Consumer Rights Protection Working Group, headed by the director and headed by the heads of each department and sub-branch as a member, deploys the protection of financial consumer rights. The General Department will work with the Consumer Rights Protection Specialist to formulate an activity plan, and each business department (sub-branch) will formulate an activity plan in their respective This activity is carried out within the scope of business, and the working group is responsible for supervising and inspecting the protection of financial consumers' rights and interests at the business outlets within its jurisdiction. The specific activities are as follows:

1. Establishing the protection of consumer rights and interests. Mechanism

Establish and improve the Bank’s working mechanism for the protection of financial consumer rights and interests, and reorganize the work process for handling financial consumer complaints. It is clearly stipulated that the General Department, together with the Consumer Rights Protection Specialist, is responsible for tracking and handling customer complaints throughout the Bank. In terms of supervision and evaluation, the person in charge of each organization is the first person responsible for handling customer complaints. The person in charge of each outlet is the designated complaint handling personnel and is responsible for handling customer complaints within the scope of their duties. The company adopts "unified management and classification" for customer complaint handling. It adopts a management model of "handling, dedicated personnel responsible, and step-by-step reporting". Various forms such as calls, letters, and visits have been established, and the handling process has been clearly stipulated, requiring that "complaints must be accepted, results must be fed back, and responsibilities must be held accountable." Resolve customer complaints in the shortest possible time.

2. Clarify the scope and protection measures of consumer rights protection

When financial consumers handle financial business and receive financial services, handling personnel are required to do the following: 1. It is to comply with laws, administrative regulations and other relevant regulations, not to damage the legitimate rights and interests of customers, follow the principles of fairness, openness and impartiality, fully disclose risks, avoid misleading customers, and protect the legitimate rights and interests of consumers; secondly, it is to ensure the property safety of financial consumers. Protection, personal privacy and consumption information are fully confidential, and financial consumers are truthfully informed of the financial businesses and financial services they receive, allowing financial consumers to independently choose financial institutions, financial products or financial services, and engage in fair transactions; the third is publicity and popularization Financial knowledge, actively promote financial knowledge in residential areas, business districts, etc., carry out targeted consulting services, and do a good job in promoting the safety and risks of banking services to middle-aged and elderly customers and people with low educational levels.

3. Development of publicity activities

In accordance with the requirements of XXX, our bank made unified arrangements and selected staff who are familiar with the business. Publicity points, information desks, and promotional materials will be set up at each business outlet and XXX designated location to answer questions for consumers, help the public understand financial knowledge, and carry out centralized publicity activities.

First, in terms of publicity in the hall, our bank announced the bank’s specialized agency for handling financial consumer complaints, complaint methods, complaint handling procedures and other matters in prominent locations at each business outlet. It also establishes financial consumer complaint handling accounts at branches and sub-branches, tracks the results at all times and accepts supervision from financial consumers. The opinions and suggestions put forward by financial consumers are summarized and sorted out, and issues with a large number of suggestions are rectified and optimized.

Second, in terms of business promotion, our bank’s business outlets use various business promotion channels, including banners, LED large screens, brochures, SMS platforms, etc.

Promote financial knowledge through text, pictures, videos and other forms.

Third, in terms of financial knowledge promotion and popularization activities, our bank introduced the bank’s charging policies in a step-by-step manner based on the “hot” issues of current social concern. During the activities, the focus was on publicizing and promoting the convenient and diversified financial services and innovative products provided by the Bank. At the same time, we guide customers to rationally choose banking services, strengthen risk awareness, and standardize the promotion and sales of retail business.

The fourth is to design a financial consumer questionnaire (the content covers bank products, channels, services, information and other issues that financial consumers are concerned about), and conduct a questionnaire survey on financial consumers based on local actual conditions.

Fifth, for this activity, it is required that the arrangements must be reasonable and the organization must be meticulous. In particular, the focus should be on the publicity and explanation of the survey objects, the collection and statistics of data, division of labor and cooperation, and assigning responsibilities to each person. Going through the motions.

IV. Existing problems and related suggestions

In the process of business operation, our bank is conscious, proactive and institutionalized in protecting consumer rights and interests. However, in specific During the implementation, due to the lack of service awareness among some staff, there was a certain gap with the expected results. In response to this problem, our bank should strengthen the service awareness training of employees in the future, ideologically emphasize the importance of safeguarding the interests of financial consumers, and make employees realize the significance of this work; at the same time, formulate corresponding reward and punishment policies to encourage employees in this regard Employees who perform well will also be punished for those who have wrong behaviors and misunderstandings.

In addition, with the continuous development of banking business, the types of financial products continue to increase, which has brought about the complexity and diversification of the protection of financial consumers’ rights and interests. For this reason, our bank

< p>Through market research and analysis, we actively formulate corresponding policies and measures, expand the field of financial consumer protection, and continuously increase the protection of consumer rights and interests, so that customers can enjoy the rights and interests they deserve to the maximum extent.

Part 3: Self-evaluation report on the protection of consumer rights and interests of rural banks

Protection of consumer rights and interests of banking financial institutions

Self-evaluation report (template for legal entities) )

Name of organization:

Date of self-evaluation: February 28, 20xx

1. Overall situation

(1) This The overall situation of institutional consumer rights protection work

In 20xx, under the supervision and guidance of banking regulatory agencies at all levels, rural banks strengthened the protection of financial consumer rights and interests, opened channels, actively accepted social supervision, and strengthened external communication and coordination. , create a good atmosphere for consumer protection, gradually establish and improve the working mechanism for the protection of financial consumer rights and interests since its establishment, and sort out the work process for handling financial consumer complaints. At the same time, our bank has publicized the complaint telephone number and placed a customer opinion book in a conspicuous position in the business department lobby, and through various methods such as the WeChat public service platform, we have smoothed the channels for complaints such as calls and visits, and clearly stipulated the handling process of customer complaints. Customer complaints are required to be effectively resolved within the specified time.

(2) Data related to assessment and evaluation

As of the end of 20xx, our bank had total assets of 148 million yuan, total liabilities of 101 million yuan, 48 corporate deposit accounts, and 4,069 personal deposit accounts. account, the balance of corporate loans was 42 million yuan, and the balance of personal loans was 88 million yuan.

(3) Self-evaluation results.

Based on its own actual situation, the self-evaluation score is 90 points according to the "Self-evaluation Form for the Protection of Consumer Rights and Interests of Banking Financial Institutions (Legal Person Institution Template)", and the evaluation result is level one.

2. Development of consumer rights protection work

(1) Construction of rules and regulations for consumer rights protection

In 20xx, our bank strictly followed the provisions of relevant measures , the business department is regarded as the tracking, supervision and evaluation department of the bank's customer complaint handling work. The president and the heads of each department are the first persons responsible for customer complaint handling work. Adopt a "first time, timely feedback" guidance model for handling customer complaints. Further improve the relevant content, processes, channels, and guarantee methods for the protection of consumer rights and interests in the system.

(2) Institutional arrangements for the protection of consumer rights and interests

At the beginning of the establishment of the bank, a consumer rights protection post was set up in the business department, with regular employees of the bank serving as consumers. In terms of rights protection, we should provide knowledge training, comprehensively improve the knowledge of financial consumers, cultivate the awareness and ability of banking consumers to safeguard their rights, and actively and scientifically advocate the legitimate rights and interests of banking consumers. Inquiries, complaints and other issues raised by customers will be responded to and resolved in a timely manner by the back-office supervisor. If any issues that cannot be resolved and require coordination among various departments will be reported to the president or relevant person in charge for approval, they will be resolved in coordination with the relevant business departments.

(3) Development of consumer rights protection work

1. Product and service management

When financial consumers accept financial services from our bank, our bank Able to protect consumers’ right to know and abide by the principle of good faith. Our bank’s financial business charges are announced on our website. Since our bank is a new rural financial institution with simple business and single products, no cross-selling, tying, or violation of the principle of fair dealing in selling financial products was found during the self-examination. No feedback has been received from customers regarding such sales events. When handling business for customers, our bank does not collect customer information that is irrelevant to the business.

At the same time, our bank has added employee confidentiality agreements to the labor contract, conducts employee professional ethics education, monitors employees’ situations when they are away from home for eight hours, fully keeps the personal privacy and consumption information of our bank’s customers confidential, and monitors the financial services received by financial consumers. Tell the truth and allow financial consumers to choose financial services independently. In 20xx, no accidents involving customers’ personal or property safety occurred at our bank’s business outlets.

2. Financial knowledge publicity and education

In terms of business promotion, our bank conducted training on the rights and interests of financial consumers in 20xx, and actively participated in various activities organized by industry associations and regulatory authorities. Activities, with the help of the community and market business expansion activities of various business departments and branches of our bank, adopt various forms including banners, large screens, promotional brochures, aspects, etc., to organically combine the popularization of consumer financial knowledge with business , has successively carried out publicity and popularization of RMB anti-counterfeiting, anti-fraud, and other financial knowledge to guide customers to rationally choose banking services and strengthen risk awareness.

3. Complaint response

Our bank publishes the complaint hotline for handling financial consumer complaints in a conspicuous location at its business outlets, and has established a financial consumer complaint handling work ledger, which is available at all times. Track processing results and accept supervision from financial consumers. The opinions and suggestions put forward by financial consumers are summarized and sorted out, and issues with a large number of suggestions are rectified and optimized. Due to the short opening time of our bank, the overall customer stock is low. There were no customer complaints in 20xx, and there were no complaints or situation reports forwarded by regulatory authorities that needed to be handled. In addition, our bank also actively collects opinions and suggestions from customers and makes improvements based on the actual situation of our bank.

4. The occurrence and explanation of key issues this year

There were no consumer complaints in 20xx.

(4) Internal evaluation, auditing and other related internal management of consumer rights protection work

Through on-site, off-site, unannounced inspections, etc., this unit discovered that staff members have If it fails to meet the requirements for the protection of consumer rights and interests and is found to be the outlet's service responsibility, the person directly responsible will be subject to a certain degree of financial punishment in accordance with relevant regulations.

3. Problems and difficulties in work

1. With the continuous development of business and the increasing number of financial product types, our bank is also actively innovating its business model. Our bank will actively expand the field of financial consumer protection and continue to strengthen the protection of consumer rights and interests.

2. There is a lack of professional talents for consumer rights protection. Although training and learning are provided, the complaint handling ability still needs to be improved.

IV. Plans and suggestions for the protection of consumer rights and interests in the next year

In 20xx, based on its own actual situation, our bank will further attach great importance to the protection of consumer rights and interests, and promptly Accurately submit relevant reports on our bank's consumer rights protection work to various departments, carefully participate in consumer protection activities, trainings, and meetings organized by various departments, consciously accept social supervision, and insist on fulfilling the three service requirements Agriculture, serving small and micro businesses, and social responsibility to benefit local people. Establish and improve various consumer protection rules and regulations, strengthen business learning, improve supervision, and fully implement bank regulations