1. Work overview

1. Construction of working mechanism

After receiving the notice, our bank immediately convened a meeting of relevant departments to protect the rights and interests of financial consumers. The work was deployed, and a financial consumer rights protection working group was established with the leader of the branch in charge as the team leader, the heads of the General Department, Retail Business Department, and Accounting and Settlement Department as deputy team leaders, and relevant comrades as team members. It is responsible for the protection of business outlets within the jurisdiction. Organization, promotion, supervision and inspection of financial consumer rights protection work. The Bank established and improved the working mechanism for protecting the rights and interests of financial consumers and reorganized the work process for handling financial consumer complaints. It is clearly stipulated that the retail division of our bank is responsible for the tracking, supervision and evaluation of customer complaint handling work within the scope of responsibilities of the bank. The heads of each organization are the first person responsible for handling customer complaints. The service posts and branch operations of our retail division are The department director is the manager of service complaints, and the outlet lobby manager is the designated complaint handler and is responsible for handling customer complaints within the scope of his duties. The management model of "unified management, hierarchical handling, dedicated personnel responsible, and level-by-level reporting" is adopted for handling customer complaints. Complaint channels have been established for multiple complaint agencies including the head office and our bank in the form of calls, letters, visits, etc. The process for handling customer complaints has been clearly stipulated, and the effectiveness of handling complaints from different channels has been set. It is required to comply with regulations Resolve customer complaints within a timely manner.

2. Protection Scope and Protection Measures

When financial consumers purchase financial products and receive financial services, the property security of financial consumers shall be protected, and personal privacy and consumption information shall be sufficient. Keep confidentiality, truthfully inform financial consumers of the financial products they purchase and the financial services they receive, allowing financial consumers to independently choose financial institutions, financial products or financial services, and engage in fair transactions, as detailed below:

( 1) Financial consumers who purchase financial products

When carrying out financial product sales activities, abide by laws, administrative regulations and other relevant regulations, do not harm national interests, social public interests and the legitimate rights and interests of customers, and follow The principles of honesty and trustworthiness, diligence and conscientiousness, truthful disclosure, following the principles of fairness, openness and impartiality, fully disclosing risks, protecting the legitimate rights and interests of consumers, and not misleading customers. Each business outlet has a full-time financial manager who follows the risk matching principle for financial consumers who are willing to purchase financial products, does not mislead customers into purchasing financial products that are inconsistent with their risk tolerance, and only sells to customers with a risk rating equal to or lower than theirs. Wealth management products with risk tolerance ratings, strengthen customer risk warnings and investor education. Provide scientific and reasonable calculation basis and calculation methods for the calculation of return rate appearing in the sales text, and remind consumers in eye-catching text that the financial product sales text states the collection of sales fees, custody fees, investment management fees and other related charging items and charges Conditions, charging standards and charging methods, financial managers will focus on reminding consumers of the above key terms.

(2) Financial consumers who apply for credit cards

When applying for credit cards for consumers, the account manager is required to try his best to personally verify and visit the consumer's unit and review his/her personal situation. Conduct sufficient research to ensure the authenticity of consumer information, and prevent the use of false identity documents to fraudulently obtain credit cards at the source to protect consumer rights. Fully disclose and truthfully inform credit card application terms, and inform consumers of precautions for safe card use. Provide necessary risk warnings to cardholders, inform them of the essential differences between "overdraft" and "malicious overdraft", "cash withdrawal" and "xx" and fully explain their adverse consequences. In addition, the cardholder manual is produced and distributed. The cardholder manual summarizes the rights, services, common sense and charges of credit card products and other knowledge, and passes it on to customers in the daily marketing process and counter services, so that customers can check it. Better safeguard your own interests.

(3) Financial consumers who purchase other financial products

Carry out "Financial Knowledge into the Community Activities", combine daily community financial services and marketing work, and actively provide services in residential areas and business districts etc. to promote financial knowledge, cooperate with relevant management and service agencies to 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. Publicity and promotion situation

In terms of publicity in the hall, our bank announced the bank’s specialized agency for accepting financial consumer complaints, complaint methods, and complaint handling procedures in prominent locations at each business outlet. and other matters. 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.

In terms of business promotion, our bank’s business outlets use various business promotion channels, including banners, large screens, promotional brochures, newspapers and magazines, television, the Internet, radio, etc., using advertisements, soft articles, etc. or news reports and other forms to carry out the promotion of financial knowledge.

In terms of financial knowledge promotion activities, the "Guide to Safe Card Use" was printed, posters were posted at various business outlets, and promotional leaflets were distributed to improve customers' awareness of safe card use. At the same time, our bank also introduced our charging policies step by step based on the "hot" issues that the current society is concerned about. During the activities, we focused on publicizing and promoting the convenient and diversified financial services and innovative products provided by the Bank. On this basis, we introduced charging policies (including account management fees) to consumer groups that have reached a certain level of awareness of financial services. collection and fee-free and low-charge policies), guide customers to rationally choose banking services, strengthen risk awareness, and standardize the promotion and sales of retail business.

In terms of financial consumer questionnaire survey activities, our bank designed a financial consumer survey questionnaire (the content covers bank products, channels, services, information and other issues that financial consumers are concerned about), combined with the actual local conditions , during the Financial Consumer Questionnaire Week, a week-long financial questionnaire survey activity was organized. During the activities, the arrangements were reasonable and the organization was meticulous, with special focus 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.

In the "Financial Knowledge into Community Activity Month", our bank carried out targeted publicity activities through various forms based on the characteristics of local society and customers. For example, we carry out publicity on cardholders' safe use of cards, merchant guidance and the layout of acquiring machines, promotion of cashless settlement services, and publicity and guidance on online banking, mobile banking, and telephone banking to change customers' service demand patterns and continue to Cultivate customers to adopt safe, efficient and convenient financial consumption habits.

2. Existing problems and related suggestions

According to the "Notice of Forwarding the People's Bank of China Nanjing Bank's Interim Measures for the Protection of Financial Consumer Rights and Interests", combined with Our bank has formulated relevant policies based on its own actual situation. However, in the specific implementation, due to the lack of service awareness among some bank staff, there is a certain gap with the expected results. In response to this problem, on the one hand, our bank strengthens employee service awareness training, ideologically emphasizing the importance of safeguarding the interests of financial consumers, so that employees understand the significance of this work; on the other hand, we formulate certain incentive policies to encourage employees to Employees who have made outstanding contributions in this area also convey the importance that the leaders of the bank attach to this aspect of work.

In addition, with the continuous development of business and the increasing number of financial product types, our bank is also actively innovating its business model. This not only stimulates personal financial consumption, but also brings more thinking about the protection of financial consumer rights. Therefore, our bank is preparing to actively expand the field of financial consumer protection and continue to increase the intensity of consumer rights protection. Based on the products and services purchased by customers, our bank regularly contacts them to fully remind them of the risks of the products and inquire about their satisfaction with our business.

Furthermore, through market research, our bank found that banks have relatively few materials on the protection of financial consumers’ rights and interests. Some materials are relatively professional and boring, and customers lack interest in learning. Therefore, our bank classifies customers based on the customer information it has mastered over a long period of time, and then organizes our professionals to prepare promotional brochures with different depths of content based on different customer levels, coupled with different forms of promotion, so that customers can maximize their Learn about financial consumer rights protection and understand the rights you can enjoy.