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Summary of bank consumer complaints work

Summary of Bank Consumer Complaints (Selected 5 Articles)

Inadvertently, a period of work has come to an end. I believe you have gained a lot during this period. Is it time to write a good work summary and record it? How to write a work summary to maximize its effect? The following is a summary of bank consumer complaints work I compiled (selected 5 articles). It is for reference only. I hope it can help everyone.

Summary of Bank Consumer Complaints 1

This event is intended to deepen investors’ awareness of rights and interests, promote multi-channel communication and service methods, and help investors understand their own relevant equity and robustly respond to various uncertainties and unstable factors in the general environment. In early March, we pushed two relevant articles to our customers through our official WeChat account, titled "Promoting the Rights and Interests of Investors to Build a Harmonious Investment Environment (Part 1)" and "Promoting the Rights and Interests of Investors to Build a Harmonious Investment Environment (Part 2)" Chapter)》. The first article outlines relevant industry regulations, Haiyin membership rights, qualifications for qualified investors, matters needing attention during the fundraising period, obligations of private equity fund managers, risk instructions, etc., so as to allow investors to understand their own rights and interests and related industry regulations in a multi-dimensional manner. Provide reference for subsequent financial management and investment behaviors. The last article discusses what innovative measures can be used to create a harmonious and stable investment environment for investors. The content briefly explains the relevant strong measures taken by industry regulatory agencies in this regard and the various measures our company has established to protect the rights and interests of customers. Self-discipline mechanism and service system.

In response to the arrival of "March 15" International Consumer Rights Day and adhering to the concept of sincere service, we have specially launched the "Investors Rights Hotline Answering on March 15th" activity. The early warm-up text messages and the release of official WeChat notifications have prompted customers to make reservations in advance. Therefore, on March 15th, we received more than 50 calls from customers. Starting from 9:08 in the morning, the six hotline agents in the customer service center have been ringing continuously. The ringtones are crisp, sweet, harmonious and overflowing. Customers’ enthusiastic calls and agents’ sincere answers continuously exchanged each other’s thoughts and feelings. Among them, some inquired about the net value of the product, product investment direction; some inquired about the company's strategy, disclosure methods, etc. We gave corresponding answers and also informed the inquiry channels for relevant information. At the same time, in the face of high-quality suggestions put forward by some customers, we will humbly adopt them and immediately formulate targeted improvement plans. We hope that our customers will see many obvious changes in the near future, and this change is due to your valuable suggestions. . In addition, the most gratifying thing for us is that some customers called and said that they had benefited a lot from the two articles pushed by the official WeChat account in the early stage. They not only increased their knowledge of financial rights and interests, but also learned about our comprehensive and efficient service model. Here, special congratulations to the 10 customers who were selected as lucky callers. A small gift is coming to you! (The list has been announced to your exclusive financial planner. If you have any questions, please call the national customer service hotline)

This Haiyin Wealth "3·15" Customer Rights Day event has been successfully concluded. In this special Thank you to our customers for their continued trust and recognition of our Haiyin and for their support and understanding! We also very much welcome new and old customers to call us to learn about Haiyin’s latest progress and constantly updated service methods! We will also release information or content in a timely manner through various channels simultaneously. At the same time, we will also work with the industry's top teams to establish a continuous cooperative relationship and continuously upgrade ourselves to protect investors with a more professional and rigorous attitude!

Following the "3·15" Customer Rights Day event, we will also launch a series of similar activities to enhance customers' sense of ownership, improve customer experience, and create a comfortable, considerate and reassuring environment for customers. investment atmosphere.

At the same time, we also hope that more customers can participate, because Haiyin’s growth cannot be separated from your support, your encouragement, and your sincere “voice”! We will continue to give full play to our own advantages, integrate high-quality resources, establish and improve service mechanisms, and strive to provide the highest quality financial services to our Haiyin customers! Summary of Bank Consumer Complaints 2

According to xxx's "Opinions on Strengthening Financial Consumer Protection in Guangdong Province" and xx "Forwarding the Notice on Jointly Carrying out a Large-scale Public Welfare Month Activity to Protect Financial Consumer Rights and Interests in Guangdong's Financial Industry" In the spirit of "Notice", in order to promote the protection of the rights and interests of financial consumers of rural credit cooperatives in our county, maintain financial and social stability in the jurisdiction, create a good and harmonious financial environment, and better serve the real economy and the people, the county federation has launched " "Protection of Financial Consumer Rights and Interests Awareness Month" activity.

According to the requirements of the County Association, our office actively carried out publicity activities to protect the rights and interests of financial consumers around the theme of: harmonious finance and happy Guangdong. The main content of the promotion includes: knowledge of financial products such as bank cards and online banking, as well as financial consumer complaint handling processes and mechanisms (including complaint handling systems, telephone numbers, departments and specific procedures, etc.), and RMB anti-counterfeiting knowledge.

The following is the basic situation of our firm’s publicity activities:

1. According to the requirements of the Association, our firm has made arrangements for the promotion of financial consumer rights and interests. The financial consumer rights publicity working group, with the person in charge of xxx as the team leader and xxx and other comrades as members, is responsible for the financial consumer rights publicity activities of x office, and combines daily financial services and marketing work to actively promote financial knowledge within the scope of our office , especially doing a good job in promoting the safety and risks of banking services to middle-aged and elderly customers and people with low educational levels. At the same time, our institute also introduced the charging policy of our rural credit cooperatives in detail based on the "hot" issues that the current society is concerned about. During the event, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by our Rural Credit Cooperatives. On this basis, we will introduce the current Rural Credit Cooperatives' current situation to consumer groups who have reached a certain level of awareness of financial services. The charging policy guides customers to rationally choose banking services, strengthens risk awareness, and allows customers to maximize their knowledge of financial consumer rights and interests and understand the rights and interests they can enjoy.

2. In terms of publicity, our firm organized employees to conduct on-site publicity, set up publicity stations at the entrances of business outlets for publicity activities, distributed publicity materials to the masses, and promoted bank cards, online banking, fake RMB, etc. Relevant business knowledge, financial consumer complaint handling procedures, relevant laws and policies, etc., and communicate closely with the general public. At the same time, the specialized agency for consumer complaints, complaint methods, complaint telephone number, etc. are announced in a conspicuous position in the business hall. A dedicated complaint handling workbench is also set up to deeply track the handling results and accept the supervision of financial consumers. In terms of financial knowledge promotion activities, promotional leaflets such as the "Guide to Safe Card Use" were distributed to improve customers' awareness of safe card use.

On the occasion of this publicity event, our firm will increase the intensity of publicity on financial knowledge and consumer rights protection, improve the timeliness, objectivity, and comprehensiveness of publicity, and create a favorable environment for promoting our rural credit cooperatives and financial consumption. The public opinion atmosphere of patient relations improves the service level of our firm! Summary of Bank Consumer Complaints 3

1. Work Deployment

After receiving the notice, our bank immediately convened a meeting of relevant departments to deploy the work on protecting the rights and interests of financial consumers and established A working group for the protection of financial consumers’ rights and interests is established, with the branch president as the team leader and members of the marketing department and sales department as members, responsible for the organization, promotion, supervision and inspection of the protection of financial consumers’ rights and interests at business outlets. We also actively connected with the county committee, county government, and county consumer association, and took advantage of the opportunity of Jinzhai County to carry out the "3.15 International Consumer Rights Day Large-scale Event" to set up a publicity and consultation platform on site to expand the scope of publicity and achieve better publicity effects. . On the day of the event, daily financial services and marketing work were combined to actively promote financial knowledge, especially the safety and risks of banking services for middle-aged and elderly customers and people with low educational levels.

At the same time, the activities focus on publicizing and promoting the convenient, diversified financial services and innovative products provided by our bank. On this basis, we introduce our bank's current charging policy to consumer groups who have reached a certain level of awareness of financial services. , guide customers to rationally choose banking services, strengthen risk awareness, and allow customers to maximize their knowledge of financial consumer rights and understand the rights and interests they can enjoy.

2. Promotion of activities

1. Publicity of outlets

Our bank announces the bank’s specialized agencies and complaint methods in prominent locations at its business outlets. , complaint handling procedures and other matters. It also establishes a financial consumer complaint handling ledger at the branch, 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. Secondly, our bank uses various business promotion channels, including banners, large screens, promotional brochures, and other forms to promote financial knowledge. Post promotional posters and distribute promotional leaflets at business outlets to improve customers' awareness of safe card use.

2. On-site publicity

From 8:00 to 11:30 am on March 15, our bank employees came to the county March 15 International Consumer Rights Day event and set up The outdoor "Financial Knowledge Popularization Platform" raised the banner of "Protecting the Rights and Interests of Financial Consumers and Providing Quality Financial Services", and also displayed various information related to telecommunications fraud risk prevention, bank card user manuals, financial products, mortgage loans, deposit interest rates, etc. promotional materials, provide on-site knowledge coaching to passers-by, answer customer questions, and accept customer complaints and suggestions.

In addition to financial knowledge leaflets on "Preventing Financial Risks", "Bank Cards" and "Personal Finance", the event site also prepared information leaflets, cards, posters on preventing telecom fraud, and currency anti-counterfeiting knowledge. Manuals, leaflets on preventing illegal fund-raising, etc. In view of the fact that many middle-aged and elderly customers are not very alert to the modus operandi of various fraudsters, and at the same time have vague concepts about various products, when introducing the promotional content in detail, our bank employees focused on the content in the promotional leaflet, and also Remind customers to read carefully and pay more attention to relevant knowledge. The vivid case explanations and the distribution of exquisite and helpful promotional leaflets made customers deeply feel the service enthusiasm of our bank staff at the event site, shortening the relationship with consumers and consolidating our bank's brand in Jinzhai image.

After a day of activity promotion, our bank*** distributed to customers "Personal Finance", "Financial Risk Prevention", "Bank Cards" and our bank's anti-counterfeiting, anti-fraud and other promotional materials*** It has issued more than 2,000 copies and received more than 700 customers. It also imparts essential financial knowledge and financial skills to consumers in an easy-to-understand way. It fully demonstrates the image of Huishang Bank dedicated to serving customers and is favored by customers. unanimously praised.

3. Existing problems and suggestions

Although this activity has achieved good results, there are still some problems, such as the lack of services in this area by some bank staff. awareness, so there is a certain gap with the expected results; there is a lack of effective incentive mechanism. In response to these problems, on the one hand, our bank needs to strengthen employee service awareness training, ideologically emphasize the importance of safeguarding the interests of financial consumers, and make employees realize the significance of this work; on the other hand, we need to formulate certain incentive policies to encourage Employees who have made outstanding contributions in this area. In addition, with the continuous development of business and the increasing types of financial products, our bank needs to actively innovate its business model. This can not only stimulate personal financial consumption, but also bring more thinking about the protection of financial consumer rights and interests. Therefore, it is necessary to actively expand the field of financial consumer protection and continuously increase the intensity of consumer rights protection. Based on the products and services purchased by customers, our bank should contact them regularly to fully remind them of the risks of the products and inquire about their satisfaction with our business.

Summary of Bank Consumer Complaints 4

In accordance with the "Notice on Forwarding the "Notice on Carrying out "Financial Consumer Rights" Activities During March 15, 2022" issued by the County Leading Group for Combating and Dealing with Illegal Fund Raising" According to the requirements of the notice document of "Notice", the town conscientiously implemented the spirit of the document and actively deployed. The activities are now summarized as follows:

1. Attach great importance and carefully organize

In order to carry out "3· The town leaders attached great importance to the "15th Financial Consumer Rights Day" activity and organized a publicity work meeting on the protection of financial consumers' rights and interests on March 18. The meeting made arrangements for the "Financial Consumer Rights Day" activities during the "3.15" period from aspects such as the preparation of promotional materials, selection of promotional locations, promotional time and promotional forms. By carrying out the activities of "Rights, Responsibilities and Risks - Promoting rational investment, self-enjoyment of benefits, and self-bearing risks", we assist financial consumers in safeguarding their rights in accordance with the law and protect financial consumers' rights to property security, right to know, right to independent choice, and right to fair transactions. The right to claim compensation according to law, the right to education, the right to be respected, and the right to information security.

2. Concentrate publicity and build a strong momentum

Organize credit cooperatives to promote the main positions of their outlets. Through the LED display frequency, the electronic screen scrolls and plays the theme of "3.15 Financial Consumer Rights Day" such as "Advocate rational investment, enjoy own profits, and bear own risks", and announces the consultation and complaint hotline. A special "3.15" publicity area was set up, a "3.15" financial consumer themed publicity and education activity information desk was set up, and the complaint hotline was posted in a conspicuous position. Publicity and education personnel distribute promotional materials to people in the jurisdiction, provide on-site knowledge counseling to passing people, popularize information disclosure, marketing prohibitions, format clauses and personal information protection and other related knowledge to consumers, answer customers' questions, strengthen consumers' risk awareness, and guide consumption Consumers should protect their rights and interests in a legal and rational manner, enhance consumers’ awareness and ability to protect their rights, and extensively listen to and collect customer opinions and suggestions.

The “3.15” publicity activity allowed consumers to understand the various rights granted to financial consumers and the responsibilities that financial institutions should fulfill; they also learned about the complaint acceptance channels in our town, which effectively strengthened consumers’ risk awareness and compliance with the law. , rational awareness of rights protection, and also improved the service quality of our bank.

3. Existing problems and suggestions

Although this activity has achieved good results, there are still some problems.

(1) There is a lack of understanding of the protection of financial consumer rights and interests

With the continuous development of the financial economy, financial consumption has become an important consumption activity. However, protecting consumers The measures are relatively weak, which has led to a lack of awareness among some people in this regard, and there is still a big gap in understanding the importance of protecting the rights and interests of financial consumers.

(2) Publicity of information security in the financial industry is not adequate.

Publicity of information security in the financial industry. With the rapid development of informatization in the financial industry, the requirements for information technology are getting higher and higher, and the difficulty of ensuring financial information security is also increasing. In daily work, our town’s guidance on information security work is still in its infancy. , lack of complete understanding.

IV. Relevant Suggestions and Next Steps

In the future work, we will continue to promote the protection of financial consumers’ rights and interests, establish and improve long-term working mechanisms, and continue to improve our own requirements, enhance the awareness of rights protection among the people in the town, guide and strengthen risk awareness, so as to further promote the in-depth development of consumer rights protection work.

(1) Strengthen the awareness of protecting the rights and interests of financial consumers and improve the service level

Further strengthen the education and training of the broad masses of cadres, establish the service awareness of safeguarding the rights and interests of financial consumers, and improve the service level. From the perspective of its own value and fulfillment of social responsibilities, it has a high degree of awareness and attention to the protection of financial consumer rights and interests, so that consumers can enjoy high-quality financial services.

(2) Further improve the system and effectively protect the rights and interests of financial consumers

Implement the protection of consumer rights and interests into the business management system and business processes, and further improve various internal control systems , formulate corresponding evaluation systems to achieve a comprehensive management mechanism for the town. Combined with various consumer rights protection activities, we carefully organized various departments, positions, and various types of personnel to carry out special self-examinations on personal financial information protection. The focus of self-examination includes complying with the provisions of laws, regulations, rules and normative documents, and collecting, storing, using and providing personal financial information in compliance with laws and regulations. Through self-examination, the bank's internal authority management is standardized and responsibilities are clearly implemented, effectively reducing the risk of financial information theft and ensuring that financial information is not leaked or abused.

(3) Increase publicity and improve public awareness of rights protection

Integrate financial consumption education into the daily financial activities of financial consumers and increase financial publicity to the public. , improve the overall financial level of all citizens, improve financial consumers’ financial knowledge and risk prevention awareness, and enhance financial consumers’ self-protection capabilities. Summary of Bank Consumer Complaints 5

In order to further strengthen the education of financial consumers’ risk and responsibility awareness, guide financial consumers to consume rationally, and protect the legitimate rights and interests of financial consumers, Minsheng Bank should give full play to its role in improving the public’s financial quality, It plays an important role in promoting the construction of financial ecology and serving people's lives. On the occasion of the "3.15 Consumer Rights Protection Day", the Sales Department of the Head Office of China Minsheng Bank took active actions to "rights and responsibilities."

With the theme of "Risk", the WeChat public platform, 74 business outlets, and 132 community branches were used to promote consumer rights protection, and 16,000 copies of promotional materials were distributed to safeguard the rights and interests of financial consumers, popularize financial knowledge, and strengthen customer risk Efforts were made with a sense of responsibility.

During the event, the Business Department of Minsheng Bank’s head office hung banners and distributed leaflets in the business halls of various outlets, distributed information in densely populated areas, answered customers’ questions about daily financial consumption on the spot, and promoted and popularized financial knowledge. .

There is a "Public Education Service Area" in the lobby of each business outlet, which displays "Reading Book for Popularizing Financial Knowledge", "Reading Book for Banking Services to the People", "Reading Book for Consumer Rights Protection for Bank Employees", etc. Consumer rights protection promotional materials are convenient for customers to access.

Set up "financial knowledge" manual publicity stations at business outlets to actively promote card use safety, credit card risk prevention, online banking safe payment, etc., and provide consultation to the public. There is a "Charge List" placed at the manager's desk in the lobby to announce various charged price lists and free price lists to customers, and promotional materials are played on outlet TVs to fully inform consumers of their right to know and their right to fair transactions.

In order to clarify the service charging standards, the business department of Minsheng Bank Head Office displays the latest charging standards in the main and prominent areas of each business outlet. In the process of accepting customer consultations, it fully discloses to customers that charges are implemented in accordance with laws and regulations. , the principles of unified pricing, classified management, consistent quality and price, openness and transparency, and fee reduction and profit sharing.

In addition, while marketing various products, the sales department of China Minsheng Bank’s head office pays more attention to disclosing product features, precautions and risks to customers. Especially when selling financial products, the financial manager will introduce financial management in detail. The risks and benefits of products clearly inform customers of Minsheng Bank's prevention and control measures for product risks, and through risk assessment of customers, we recommend the most appropriate products to customers based on their risk tolerance. When selling online banking products, customers are fully informed of how to use online banking and safety precautions, and sufficient reminders are given on the use of USB shields, password protection, etc. ;