Summary of bank consumer 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 Bank Consumer Rights Work 2 According to the requirements of the Notice on Launching Credit Information Publicity Activities on March 15 of the superior bank, 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 credit information publicity activities.
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 Bank 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 in-depth 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.
Summary of Bank Consumer Rights Work 4 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 carry out 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 15, it widely launched "3" Despite the cold wind on the day of the event, the service enthusiasm of our staff infected every customer in the past and actively promoted 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, 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, 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!
Summary of Bank Consumer Rights Protection Work 5 In order to further promote the study and popularization of consumer rights protection knowledge and promote the implementation of laws and regulations on consumer rights protection, the operation management department of xx Branch of xx Bank carefully organized the consumer rights protection knowledge contest of xx Branch, and now the activity is reported 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.