Summary of 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.
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, has actively taken a number of measures to carry out in-depth protection of financial consumers' rights and interests, and strived 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.
Chapter III Overview of the Protection of Financial Consumers' Rights and Interests According to the requirements of the Notice on Launching the Credit Information Publicity Campaign on March 15 of the superior bank, on the occasion of the xx 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. In conjunction with China Agricultural Bank, China Industrial and Commercial Bank, Associated Press, Agricultural Development Bank, Longjiang Bank and other units, the bank carried out publicity on entering factories, communities, rural areas and farmers' markets, set up a credit information publicity desk in the central square to answer questions from people 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 protection of financial consumers' rights and interests 4 In order to further promote the study and popularization of consumer rights and interests protection knowledge and promote the implementation of laws and regulations on consumer rights and interests protection, the operation management department of xx Branch of xx Bank has carefully organized the knowledge contest on consumer rights and interests protection of xx Branch, and the information of this activity is hereby notified as follows:
I. Organization and Mobilization Stage
Branch leaders 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 employees to learn the Notice on Printing and Distributing the Key Points of Consumer Rights Protection in xx Banking Industry, the Law on Consumer Rights Protection in People's Republic of China (PRC) and other documents, which raised their awareness of consumer rights protection.
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. Four departments, namely, corporate business department, retail business department, credit and risk management department and business department of xx Branch, participated in the competition, with a total of 29 participants. During the competition, the contestants use the knowledge learned at this stage and the usual knowledge accumulation to answer questions carefully and grade their grades and levels.
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 Protection of Financial Consumers' Rights and Interests Chapter V 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, On March 20th, 20xx, "3 15 International Consumer Rights and Interests" was launched in all districts and counties of the city 100 branches. Despite the cold wind on the day of the event, 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, and thinking about what customers think, all branches of 100 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, because they are located in downtown areas, have all chosen business districts or outlets with large traffic, and received on-site consultation and answers from past customers, with 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, exquisite and beneficial leaflets, let customers deeply feel the service enthusiasm of our staff at the event site, close the relationship with consumers and consolidate our century-old brand.
After a day's publicity activities, the bank distributed more than 6.5438+0.5 million copies of publicity materials such as "personal finance", "financial risk prevention", "bank card" and our anti-counterfeiting and anti-fraud, received more than 5,000 customers, collected more than 800 service satisfaction questionnaires, and taught consumers the necessary financial knowledge and skills in a simple way, which fully demonstrated the Bank of China.
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!
Summary of the protection of financial consumers' rights and interests VI. Work deployment
Upon receipt of the notice, the Bank immediately convened a meeting of relevant departments to make arrangements for the protection of financial consumers' rights and interests, and set up a working group on the protection of financial consumers' rights and interests, with the branch president as the team leader and the marketing department and sales department as the team members, to be responsible for the organization, promotion, supervision and inspection of the protection of financial consumers' rights and interests in business outlets. And actively connect with the county government and the county consumers' association, and use the opportunity of "3. 15 International Consumer Rights Day" in Jinzhai County to build a publicity and consultation platform on the spot, expand the publicity scope and achieve better publicity results. On the day of the event, we actively promoted financial knowledge, especially for middle-aged and elderly customers and people with low education, in combination with daily financial services and marketing work. At the same time, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by the Bank. On this basis, introduce the current charging policy of the bank to the consumer groups who have reached a certain level of understanding of financial services, guide customers to rationally choose banking services, strengthen risk awareness, and let customers learn the knowledge of financial consumers' rights and interests to the maximum extent and understand their own rights and interests.
Second, the promotion of activities
1, network promotion
In a prominent position in its business outlets, the Bank announced its specialized institutions, complaint methods and complaint handling procedures for accepting complaints from financial consumers. And set up a working account in the sub-branch to handle complaints from financial consumers, track the results at any time and accept the supervision of financial consumers. Summarize and sort out the opinions and suggestions put forward by financial consumers, and rectify and optimize the problems that put forward more suggestions. Secondly, banks publicize financial knowledge through various business publicity channels, including banners, big screens, brochures and other forms. Post posters and distribute leaflets at business outlets to improve customers' awareness of safe card use.
2. On-site publicity
On March 15 at 8: 00 am-1:30 am, our employees came to the International Consumer Rights Day on March 15, set up an outdoor "publicity platform for financial knowledge popularization", and posted a banner of "Protecting the rights and interests of financial consumers and providing quality financial services" to prevent the risks of telecom fraud.
In addition to financial knowledge leaflets such as "preventing financial risks", "bank cards" and "personal finance", leaflets on preventing telecom fraud, cards, posters, currency anti-counterfeiting knowledge brochures and leaflets on preventing illegal fund-raising were also prepared at the event site. 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. 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 brand image in Jinzhai.
After a day's publicity activities, the bank distributed more than 2,000 publicity materials such as "personal finance", "financial risk prevention" and "bank card" to customers and our anti-counterfeiting and anti-fraud activities, received more than 700 customers, and taught consumers the necessary financial knowledge and skills in simple terms, which fully demonstrated the image of Shang Hui Bank serving customers wholeheartedly and was well received by our customers.
Third, the existing problems and suggestions
Although this activity has achieved good results, there are still some problems, such as the lack of service awareness of some bank staff, so there is a certain gap with the expected results; Lack of effective incentive mechanism. In order to solve these problems, on the one hand, it is necessary to strengthen the service awareness training of employees, emphasize the importance of safeguarding the interests of financial consumers ideologically, and let employees realize the significance of this work; On the other hand, formulate certain incentive policies to encourage employees who have made outstanding contributions in this regard. In addition, with the continuous development of business and the increasing variety of financial products, the Bank needs to actively innovate its business model. This can not only stimulate personal financial consumption, but also bring more thoughts on the protection of financial consumers' rights and interests. Therefore, it is necessary to actively expand the field of financial consumer protection and continuously increase the protection of consumers' rights and interests. According to the products and services purchased by customers, banks should contact them regularly to fully remind them of the risks of products and ask them about their satisfaction with our business.
Summary of the protection of financial consumers' rights and interests. First, attach great importance to it and organize it carefully.
In order to carry out the "3 15 Financial Consumer Rights Day" activity, the town leaders attached great importance to it and organized a publicity meeting on the protection of financial consumer rights on March 18. The meeting arranged the activities of "Financial Consumer Rights Day" during "3. 15" from the aspects of preparation of publicity materials, selection of publicity location, publicity time and publicity form. Through the activities of "rights, responsibilities and risks-advocating rational investment, enjoying profits and taking risks at your own risk", financial consumers are helped to safeguard their rights according to law, and their rights to property security, information, independent choice, fair trade, legal creditor's rights, education, respect and information security are guaranteed.
Second, pay attention to publicity and make a big splash.
Organize credit cooperatives to publicize the main locations of outlets. Through the LED display frequency, the theme of "3. 15 Financial Consumer Rights Day" such as "Advocating rational investment, enjoying benefits and taking risks at your own risk" is scrolled on the electronic screen, and the consultation and complaint telephone number is announced. Set up the "3. 15" publicity area, set up the "3. 15" financial consumption publicity and education activity information desk, and publicize the complaint telephone number in a prominent position. Missionaries distribute publicity materials to the people in their jurisdiction, provide on-site knowledge counseling to the people in the past, popularize information disclosure, marketing prohibition, format clauses and personal information protection to consumers, answer customers' questions, strengthen consumers' risk awareness, guide consumers to legally and rationally safeguard their rights, enhance consumers' awareness and ability to safeguard their rights, and listen to and collect customers' opinions and suggestions extensively.
The "3. 15" activity made consumers understand the rights granted to financial consumers and the responsibilities that financial institutions should perform; Knowing the complaint acceptance channels in our town has effectively strengthened consumers' awareness of risk and legal and rational rights protection, and also improved the service quality of our bank.
Third, the existing problems and suggestions
Although this activity has achieved good results, there are still some problems.
(A lack of understanding of the protection of financial consumers' rights and interests
With the continuous development of financial economy, financial consumption has become an important consumption activity. However, the measures to protect consumers are relatively weak, which leads to some people's lack of awareness and their understanding of the importance of protecting the rights and interests of financial consumers is still very insufficient.
(B) Financial information security publicity is not in place.
Information security publicity in financial industry. With the rapid development of financial informatization, the requirements for information technology are getting higher and higher, and it is more and more difficult to ensure the security of financial information. In the usual work, my town's guidance on information security is still in the primary stage, lacking a complete understanding.
Four. 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 a long-term working mechanism, continue to raise our own requirements, raise the awareness of rights protection in the town, guide and strengthen the awareness of risks, and further promote the in-depth development of consumer rights and interests protection.
(1) Strengthen the awareness of protecting the rights and interests of financial consumption and improve the service level.
Further strengthen the education and training of the broad masses of cadres and masses, establish the service consciousness of safeguarding the rights and interests of financial consumers, and improve the service level. From the perspective of self-worth and social responsibility, we should attach great importance to the protection of financial consumption 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.
Put the protection of consumers' rights and interests into the business management system and business process, further improve various internal control systems, formulate corresponding assessment systems, and realize the all-round management mechanism of the town. In combination with various consumer rights protection activities, all departments, posts and personnel are carefully organized to carry out special self-inspection on the protection of personal financial information. The focus of self-examination includes observing the provisions of laws, regulations, rules and normative documents, and collecting, saving, using and providing personal financial information according to laws and regulations. Through self-examination, the internal authority management of the whole bank is standardized, and the responsibilities are clearly implemented, effectively reducing the risk of financial information being stolen and ensuring that financial information is not leaked and abused.
(3) Intensify publicity and raise public awareness of rights protection.
The education of financial consumption should run through the daily financial activities of financial consumers, increase financial publicity to the public, improve the overall financial level of all citizens, enhance financial knowledge and risk prevention awareness of financial consumers, and enhance their self-protection ability.
Summary of the Protection of Financial Consumers' Rights and Interests 8 According to the spirit of XXX's Opinions on Strengthening the Protection of Financial Consumers in Guangdong Province and XX's Notice on Jointly Launching a Large-scale Public Welfare Publicity Month for Guangdong's Financial Industry to Protect Financial Consumers' Rights and Interests, in order to promote the protection of financial consumers' rights and interests 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 association launched the "Publicity Month for Protecting Financial Consumers' Rights and Interests" in the county.
According to the requirements of the county association, our bureau 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 contents of the publicity include: knowledge of financial products such as bank cards and online banking, procedures and mechanisms for handling complaints from financial consumers (including complaint handling system, telephone number, departments and specific procedures), and knowledge of RMB anti-counterfeiting.
The following is the basic situation of my publicity activities:
1. According to the requirements of the Associated Press, our hospital has deployed the publicity activities of financial consumers' rights and interests, and established a working group of financial consumers' rights and interests, with President XXX as the team leader and comrades such as XXX as members, which is responsible for the publicity activities of financial consumers' rights and interests in X Hospital, and actively promotes financial knowledge in our hospital, especially for middle-aged and elderly customers and people with low education level. At the same time, our hospital also combines the "hot" issues of current social concern. During the activity, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by rural credit cooperatives in China. On this basis, introduce the current charging policy of rural credit cooperatives to consumers who have reached a certain level of understanding of financial services, guide customers to rationally choose banking services, strengthen risk awareness, and let customers learn the knowledge of financial consumer rights and interests to the maximum extent and understand their own rights and interests.
Second, in terms of publicity, our hospital organized employees to set up on-site publicity, set up a publicity desk at the entrance of business outlets to carry out publicity activities, distribute publicity materials to the masses, publicize business knowledge related to bank cards, online banking and counterfeit money, the complaint handling process of financial consumers, and relevant laws and policies, and closely communicate with the masses. At the same time, the specialized agencies, complaint methods and complaint telephone numbers of consumers are announced in a prominent position in the business hall. And set up a special complaint handling workbench to track the results in depth and accept the supervision of financial consumers. In terms of financial knowledge popularization activities, leaflets such as "Guide to Safe Card Use" were distributed to raise customers' awareness of safe card use.
On the occasion of this publicity activity, our firm will increase the publicity of financial knowledge and consumer rights protection, improve the timeliness, objectivity and comprehensiveness of publicity, create a public opinion atmosphere conducive to promoting the relationship between rural credit cooperatives and financial consumers, and improve the service level of our firm!