Summary of the annual work of protecting the rights and interests of financial consumers

Annual Work Summary of Financial Consumer Rights Protection (6 Selected Articles)

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Summary of the annual work on the protection of financial consumers' rights and interests 1 In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of financial markets and maintain financial stability, xx Branch of xx Bank actively took a number of measures to carry out in-depth protection of financial consumers' rights and interests to ensure that the work achieved practical results. The main work is summarized as follows:

First, establish and improve the working mechanism of consumer rights protection.

In accordance with the relevant management regulations of the superior bank and regulatory authorities, the Measures for the Protection of Consumer Rights and Interests of xx Branch of China xx Bank was formulated, and it was made clear that the channel management department of the branch was the lead department for the protection of consumer rights and interests of the whole bank, and a consumer rights protection office was set up, staffed with staff familiar with national laws, regulations and regulatory provisions, responsible for the protection of consumer rights and interests and the management of customer complaints of the whole bank.

Second, improve the transparency of wealth management product information.

Establish a product information inquiry platform, announce all kinds of product inquiry channels, and truly disclose the characteristics, related risk points, charging standards and charging amounts of products and services; Explain relevant technical terms in detail and give special tips on major issues. Set up a wealth management sales area at the outlets, place risk warnings in prominent positions, publicize consultation and complaint telephone numbers, so as to facilitate consumers to understand product attributes and information and report violations.

Third, strengthen customer information security protection.

Specify the norms and requirements for personal information collection in detail, and only collect necessary information when selling financial products, effectively protecting customer privacy. Except as otherwise provided by laws and regulations and the People's Bank of China, personal financial information shall not be provided to other institutions and individuals. The personal customer information provided is limited to the scope of cooperation, and no information beyond the scope of cooperation is provided to ensure that the information provided is minimized.

Fourth, improve the customer complaint handling mechanism.

Publicize complaint methods and contact inquiry methods in prominent positions in various business premises, formulate and improve customer complaint management methods, and designate the channel management department (consumer rights protection office) as the lead department for complaint handling. Assess branches, outlets and branches "horizontally to the edge and vertically to the end". Complaints transferred by the regulatory authorities shall be promptly forwarded to relevant responsible departments and sub-branches. If they cannot be solved in a short time, they shall communicate with customers and agree on a time limit for settlement. Classify and analyze customer complaints and report to relevant departments in time to reduce the recurrence of similar problems.

Five, actively carry out financial knowledge publicity and education activities.

Set up an independent public welfare financial knowledge publicity and education area in the business premises, equipped with necessary and sufficient financial knowledge publicity materials to provide necessary convenience for consumers to consult; Actively cooperate with and participate in various financial knowledge publicity and education activities initiated by the regulatory authorities, such as 3 15 "Financial Consumer Rights Day", "Popularize financial knowledge, keep your wallet safe" and "Popularize financial knowledge into every household". , so as to popularize financial knowledge for consumers, improve their understanding of modern finance, and help them establish a correct view of financial consumption and awareness of safeguarding rights according to law.

Summary of annual work on the protection of financial consumers' rights and interests. organization structure

A leading group for consumer rights protection has been set up at the head office level, with the President as the leader to ensure effective leadership in consumer rights protection, the leaders of relevant banks as the deputy heads and the heads of departments as members to ensure that consumer rights protection covers all lines of the bank. At the same time, at the end of 2065438+2004, the bank formally established the Consumer Rights Protection Office (hereinafter referred to as "Consumer Protection Office"), which is a secondary department of the bank and belongs to the Propaganda Department of the Head Office, and it is clear that the Consumer Protection Office is responsible for implementing and promoting the consumer protection work, with two other people assisting it part-time.

Two. institution building

The Administrative Measures for the Protection of Consumer Rights and Interests of the Bank has made detailed provisions and clarifications on organizational structure, operation mechanism, internal control, information disclosure, complaint acceptance, quality requirements of consumer rights and interests protection staff, reporting system, supervision and evaluation, publicity and education, emergency plan, risk identification and so on. This method was officially issued in August 20xx. In addition, the Rules of Procedure of the Board of Directors of Suining Bank and the Rules of Procedure of the Strategy Committee of Suining Bank were revised, which made it clear that the Board of Directors was responsible for the formulation, supervision and evaluation of strategies, policies and targets for consumer rights protection, thus ensuring the implementation of consumer rights protection from the institutional level. In addition, the Bank also established the Consumer Rights Protection Working Committee of the Board of Directors of Suining Bank and the Consumer Rights Protection Working Committee of Suining Bank, which respectively defined and standardized the leadership and implementation measures of consumer rights protection from the board of directors and management level.

The Bank also incorporated the protection of consumer rights into the Five-year Development Strategic Plan of Suining Bank (20xx-20xx), and planned and standardized the future protection of consumer rights in a strategic way.

Three. In terms of workflow

Our consumer protection office is involved in the development and design of new products. In the relevant process, the Consumer Protection Office promptly puts forward suggestions on product designs that may harm customers' rights and interests, and requests to modify inappropriate development plans to provide source protection for consumers' rights and interests. The bank's new product development process is specifically divided into internal declaration, project preliminary examination, formal project establishment, declaration or filing, scientific research and development and testing, product handover management, marketing planning, consumer rights protection evaluation, product operation monitoring and feedback. The legitimate rights and interests of consumers are guaranteed from the process.

Customers can complain through our rights protection hotline 96677, Suining municipal government service hotline 12345, China People's Bank financial consumer complaint consultation hotline 12363, Consumer Protection Office 0825-2223 15 1 and other channels. In addition, the Measures for the Administration of Customer Complaints of Suining Bank provides detailed provisions on the identification, handling procedures and post-event analysis of major complaints and general complaints. Our emergency plans are classified according to business types, such as Suining Bank Financial Emergency Plan, Suining Bank Information System Emergency Management Measures and Suining Bank Emergency and Crisis Management Measures, which ensure our ability to handle emergencies in a classified manner.

Four. Division of responsibilities

It is clear that the Consumer Protection Office is the lead implementation department of the Bank's consumer rights protection work, responsible for the orderly promotion of the Bank's consumer rights protection work, participating in product research and development in advance, and being specifically responsible for post-event regulatory evaluation and complaint coordination; The Compliance Management Department of the Head Office is responsible for the legal support and guarantee of consumer protection; The credit management department is responsible for the credit business. If the law stipulates that the loan contract does not infringe on the rights and interests of consumers; The personal finance department is responsible for protecting consumers' rights and interests in personal business and connecting with customers. All departments of the Head Office are responsible for the protection of consumers' rights and interests in this business line. All branches of the bank have made it clear that the consumer protection work is led by the branch president, and a consumer protection liaison has been set up to be responsible for the consumer protection work within the jurisdiction of the branch.

Verb (abbreviation of verb) binding mechanism

At present, firstly, the Bank has formulated relevant binding clauses in the Administrative Measures for the Protection of Consumers' Rights and Interests, and defined consumer protection responsibilities, supervision and evaluation processes and punishment measures at all levels; Second, the audit department will include the protection of consumers' rights and interests in the annual audit scope, and will review and score the system and construction of consumer protection work on an annual basis to promote the standardization and continuous improvement of consumer protection work.

Intransitive verbs in terms of work efficiency

In 20xx, the Bank accepted a total of 102 complaints, mainly off-site complaints. Among them, the government service hotline 12345 turned to 8 1 complained, the customer service hotline turned to 96677 17 complained, and 12363 complained. The main types of complaints are: social security card business, loan business, self-service equipment (including ATM and telephone banking), service quality and service attitude, and so on. There are 8 branches 1 home, 45 business departments of the head office, 6 Anju branches 1 1 home, 6 Shehong branches, 3 Pengxi branches, 3 British branches, 2 Ziyang branches, Lezhi branch1home and 96,677 Mianyang branches. The remaining 17 cases are all social security card complaints, and the reason for the complaint is the long waiting period for the social security card to report the loss and reissue a new card. In all branches, complaints from the business department of the head office are as high as 45%.

In order to comprehensively raise the awareness of the employees of the Bank on consumer rights protection, the Consumer Rights Protection Office of the Bank purchased a series of consumer rights protection books, such as "A Reader on Consumer Rights Protection for Banking Employees" and "20xx China Banking Civilized and Standardized Service Story", and distributed them to all branches and departments of the Head Office. At the same time, all departments are required to read this content, organize employee training and study, enhance employees' awareness of consumer rights protection and improve service quality. At the same time, relying on the advantages of new media, the Bank released consumer protection information four times through Bank official website and 15 times through public platforms such as Weibo WeChat. In addition, we will continue to publicize the theme of protecting the rights and interests of financial consumers through Internet TV, LED screens and street publicity. 30,000 copies of the Handbook for the Protection of Financial Consumers' Rights and Interests were printed. Besides being placed at various outlets, employees were regularly organized to distribute them in public places free of charge, raising the awareness of consumers' protection.

Summary of the annual work on the protection of financial consumers' rights and interests 3 In order to protect the legitimate rights and interests of financial consumers and maintain social and economic order, Hua Xia Bank Ji 'an Branch, as a service economic entity, actively takes a number of measures to carry out the protection of financial consumers' rights and interests, and strives to become a propagandist and practitioner of consumer rights and interests protection.

Hua Xia Bank Ji 'an Branch has carried out multi-level and multi-angle publicity and popularization activities.

First, give full play to the publicity function of the "public education service area" in the lobby, make use of the waiting time of customers to handle business, focus on the daily management and operation guidance of lobby staff at outlets, put folding pages and exhibition boards in prominent positions in the lobby, scroll and play campaign slogans on LED display screens, play educational videos and other ways to carry out lobby publicity activities, create a good activity atmosphere, let consumers know all important rights and interests, and enhance their risk identification ability.

The second is to actively carry out various thematic activities.

The business department of Hua Xia Bank Ji 'an Branch cooperated with Taipingqiao Community to hold the activity of "Financial Knowledge Entering Ten Thousand Families". Our staff explained how to prevent financial fraud, national debt and wealth management products for the elderly in the community. Through the activities, the elderly people's knowledge and understanding of bank finance have been effectively deepened, and their awareness of financial risks, financial safety and anti-fraud ability have been improved.

Huaxia Bank Jizhou Sub-branch and Huaxia Baby-Friendly Early Education Center held "Little Banker" activities at outlets, with 24 groups of families participating. During the activity, we introduced the anti-counterfeiting knowledge and financial management knowledge of the new version of RMB to you in the form of an award-winning question and answer, and organized a banknote counting competition for all the friends present. The activity atmosphere was warm and the participation was high. This publicity campaign starts with children and guides them to establish a correct concept of consumption and financial management from an early age.

Annual work summary of financial consumer rights protection 4 pages. In order to further promote the study and popularization of consumer rights protection knowledge, and promote the implementation of consumer rights protection laws and regulations, the operation management department of xx Branch of xx Bank has carefully organized the consumer rights protection knowledge contest of xx Branch. The activities are hereby notified as follows:

I. Organization and Mobilization Stage

The leaders of the branch attached great importance to this work and organized a conference with the theme of "learning consumer rights protection knowledge and improving the service level of xx branch". At the meeting, the competent president asked the operation management department of the branch to carefully organize and arrange all employees to study relevant documents according to the notice issued by the service office of the provincial branch, rationally deploy the knowledge contest on consumer rights protection, and asked all employees to integrate the concept of consumer rights protection into their daily work, establish a long-term mechanism for consumer rights protection, comprehensively enhance the awareness of consumer rights protection of branch employees and effectively improve the overall service level of the branch.

Second, the learning and publicity stage.

According to the relevant documents provided by the service office of the provincial branch, the operation management department of xx Branch organized the front-line staff of the whole bank to learn the Reader of Bankers' Consumer Rights Protection and the Reader of Banks Serving the People. At the same time, all departments of the branch also took this activity as an opportunity to organize their own employees to study the Notice on Printing and Distributing the Key Points of Consumer Rights Protection in xx Banking Industry and the Law on Consumer Rights Protection in People's Republic of China (PRC), so as to motivate their own employees.

Third, organize the competition stage.

On July 12, the operation department of the branch organized all front-line employees to participate in the knowledge contest on consumer rights protection of xx branch. Xx branch's corporate business department, retail business department, credit and risk management department and business department participated in the competition, with 29 participants. During the competition, the contestants use the knowledge learned at this stage and the usual knowledge accumulation to answer questions carefully.

Through this knowledge contest on consumer rights protection, all employees of xx Branch realized the importance of protecting consumer rights. At the same time, this activity also comprehensively enhanced employees' awareness of consumer rights protection, improved the overall service level of xx branch, and created a good service environment for the development of the branch.

Summary of the annual work on the protection of financial consumers' rights and interests 5 According to the requirements of the Notice on Launching the Credit Information Publicity Campaign on March 15, on the second anniversary of the implementation of the Regulations on the Administration of Credit Information Industry, the Bank actively cooperated with the Consumer Rights Protection Day on March 15 to launch the credit information publicity campaign.

First, leaders attach importance to unified deployment.

Bank leaders attached great importance to the "3 15" credit information publicity activities and made careful preparations. On March 12, they held a mobilization meeting of financial institutions within their jurisdiction, and formulated a "3 15" credit information publicity activity plan in light of the actual situation. According to the activity arrangement of the downtown sub-branch, the publicity leading group was set up in a unified organization, unified requirements and unified deployment, which was specifically responsible for implementing the work of publicity activities and promoting the publicity activities to be carried out in a planned and step-by-step manner.

Second, the theme is clear and the content is rich.

This publicity will fully implement the Regulations on the Administration of Credit Information Industry and promote the standardized and healthy development of the credit information industry. The bank requires banking financial institutions within its jurisdiction to give full play to the advantages of business outlets, designate the "March 15" publicity site, set up an information desk in front of the business outlets according to the unified requirements, distribute publicity materials, hang publicity banners in front of the business outlets, and use the "LED electronic display screen" to play the publicity content circularly to enhance the publicity effect. Our bank, together with Agricultural Bank of China, ICBC, Associated Press, Agricultural Development Bank and Longjiang Bank, carried out the publicity of entering factories, communities, rural areas and farmers' markets, set up a credit information publicity desk in the central square to answer the questions of the masses who came to consult, and distributed more than 2,000 publicity materials such as Regulations on the Administration of Credit Information Industry, Cherish Credit Records and Enjoy a Happy Life.

Third, combine with reality and highlight key points.

For rural new agricultural industries, family farms, farmers' cooperatives, etc. We will use rural financial institutions to enter the countryside to carry out credit information education activities; For a group of processing factories, organize front-line workers to learn the Regulations on the Administration of Credit Information Industry, and popularize credit information knowledge in rural areas and factories.

Fourth, use the media to expand publicity.

The Bank made full use of newspapers and traffic broadcasts to carry out media publicity, and the business personnel of "Agricultural Development Bank, Agricultural Bank of China, Credit Cooperatives and Postal Savings Bank" visited the "professional hotline" to answer the questions raised by the people one by one, so that the people can more directly understand the knowledge of credit investigation, further popularize the Regulations on Credit Investigation Management, enhance the publicity effect, expand the publicity coverage, and create a good atmosphere of learning regulations and "stressing honesty and keeping promises".

By popularizing the relevant knowledge of the Regulations on the Administration of Credit Information Industry, more people will pay attention to their credit records, consciously safeguard their legitimate rights and interests in the field of credit information, and further enhance public credit awareness; Make the credit staff improve the window service and the ability to perform their duties according to law; Promote financial institutions within their jurisdiction to carry out credit information business more consciously in accordance with regulations.

Summary of the annual work on the protection of financial consumers' rights and interests 6 In order to promote the healthy development of xx banking industry and create a harmonious and honest financial environment, the bank cooperated with our city to launch the "Harmonious Financial Integrity Service" xx Banking Industry 3 15 International Consumer Rights Day Publicity Week, and according to the relevant requirements of xx Banking Association and its branches, The bank launched "3 15" in all districts and counties of the city 100 branches in March, 20 17. Despite the cold wind on the day of the activity, the service enthusiasm of our staff infected every customer in the past and actively publicized and popularized financial knowledge. Improving the level of financial services and safeguarding the rights and interests of financial consumers is an important measure for the Bank to fulfill its corporate social responsibility and set an example for industry services, and it also reflects the core corporate values of the Bank's "customer-centered" all the time. In order to protect the rights and interests of financial consumers, from the customer's point of view, considering the customers' thoughts and thoughts, 100 outlets in the jurisdiction actively participated in the activities, and received customer consultation by issuing leaflets and setting up stalls on the spot, and achieved good results. These activities are as follows:

1. Five outlets of the Bank participated in the publicity activities of setting up stalls in the same industry 100 outlets in the whole city.

As five key outlets, Luwan Dapu Road Sub-branch, Xuhui Damuqiao Road Sub-branch, Pudong Yang Lian Sub-branch, the public customer service team of the branch business department and Nanjing West Road Sub-branch participated in the publicity activities of setting up stalls at 100 outlets in the whole city. After receiving the relevant notice, all activity units attached great importance to it, organized and arranged staff as soon as possible according to the requirements of the activity, and prepared all kinds of publicity materials.

At 9:30- 1 1:30 am on March/5, five key outlets of the bank selected outlets or open-air squares with relatively concentrated traffic, set up outdoor "financial knowledge popularization publicity desk", set up "harmonious financial integrity service" Yi Labao publicity board, and placed a number of related products such as telecom fraud risk prevention, bank cards and wealth management products.

In addition to financial knowledge leaflets such as "preventing financial risks", "bank cards" and "personal finance", various outlets have also prepared information leaflets, cards, posters, currency anti-counterfeiting knowledge brochures and leaflets to prevent illegal fund-raising. Luwan Xietu Road Sub-branch, Xuhui Damuqiao Road Sub-branch and other outlets are surrounded by residential areas, mostly middle-aged and elderly residents, which are the main customer groups of outlets. In view of the fact that many middle-aged and elderly customers are not alert to the modus operandi of various fraudsters, and the concepts of various products are also vague, when introducing the publicity content in detail, our employees mainly introduce the contents in the leaflet, and also remind customers to read carefully and pay more attention to relevant knowledge. The business department of the branch, Jing 'an Nanjing West Road Sub-branch, and Pudong Yang Lian Sub-branch all chose business districts or outlets with large traffic and accepted on-site consultation and answers from past customers, which achieved remarkable results. When an individual customer asks about the received unidentified fraudulent short message, our staff immediately reminds the customer that he can't be credulous and can't transfer money to the so-called "safe account". In addition to tips, he also prepared promotional materials for him to learn and understand, and reminded customers to study more in their daily lives and take precautions.

Two, the bank 100 outlets to participate in financial knowledge popularization activities.

Nearly 100 outlets under the jurisdiction of the bank also publicize the knowledge of financial risk prevention, account security and currency anti-counterfeiting to customers by setting up lanterns, leaflets and outlets. Some sub-branches such as Nanhui, combined with the "Three Enters" activities, publicized modern financial knowledge, popularized financial products, services and laws to customers by entering residential areas, business districts and small and micro enterprises, and strengthened residents' vigilance against telecom fraud and other crimes with vivid cases and explanations. Vivid case explanations and exquisite and beneficial leaflets have made customers deeply feel the service enthusiasm of our staff at the event site, which has narrowed the relationship with consumers and consolidated our century-old brand.

After a day's publicity activities, our bank * * * distributed more than 0.5 million copies of publicity materials/kloc-0 on "personal finance", "financial risk prevention", "bank card" and our anti-counterfeiting and anti-fraud, received more than 5,000 customers, and recovered more than 800 questionnaires on service satisfaction, giving an easy-to-understand explanation on the necessary financial knowledge and skills.

In the follow-up, the bank will implement a long-term mechanism, continuously strengthen the popularization of relevant knowledge in this field, continuously improve the service level and quality of the bank, truly make our business and services closer to customers, meet their needs, and contribute to the construction of xx international financial center and harmonious financial consumption environment with practical actions!

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