Jiangxi Bank Fuzhou Branch launched a publicity campaign on the theme of "Financial consumer protection, we are in action"
A summary of the ceremony and publicity activities of "property security right"
In order to effectively strengthen the protection of consumers' rights and interests and enhance consumers' awareness of knowing the law, learning the law, usage and rights protection, according to the unified deployment of Jiangxi Banking Regulatory Bureau and the organizational requirements of higher authorities, Fuzhou Branch of Jiangxi Bank launched the launching ceremony of the 20xx publicity campaign on the theme of "Protecting the rights and interests of financial consumers, we are in action" and "Protecting the rights of property safety". The relevant information is hereby notified as follows:
Activity time: 2 1, 9: 00 May, 20xx.
Venue: Vientiane New Town Square at the entrance of Outlets.
Participants: 6 employees from the business department of Fuzhou Branch of Jiangxi Bank.
Activities: Activities are mainly carried out in the form of on-site stalls at outlets. An advisory group consisting of the liaison officer of the consumer protection station and the financial manager will distribute publicity materials to consumers, popularize financial consumption knowledge and answer financial consumers' inquiries on the spot.
In this activity, the Bank distributed more than 65,438+000 copies of publicity materials such as "preventing fraud, protecting property", "approaching service stations to protect rights", "popularizing financial knowledge" and "safeguarding the safety of customers' funds means safeguarding the reputation of the bank", and received more than 50 customers, thus publicizing the basic financial knowledge and financial services provided by the Bank to consumers in a simple way. Help them consciously stay away from and resist illegal financial business activities, guide financial consumers to rationally safeguard their rights, strengthen their service awareness, actively play the special propaganda role of "prevention first, education first, rights protection according to law, and coordinated disposal" of consumer rights protection stations, and fully display the image of banks serving customers wholeheartedly.
Chapter II: Summary of XX Bank's activities of "Financial Consumer Rights Day".
Report on XXX Bank's "Financial Consumer Rights Day"
In order to implement the Notice on Launching the "Financial Consumer Rights Day" in Shantou City (the spirit of documentNo. 20xx 1 of Shanjinlian), the Bank set up a working group on the protection of financial consumer rights, with the president as the group leader, the vice president as the deputy group leader, and the heads of various departments and sub-branches as the group members to deploy the protection of financial consumer rights. The General Department and the Consumer Protection Commissioner will make activity plans, and all business departments (sub-branches) will make activity plans in their respective departments. The specific activities are as follows:
The first is to establish a working mechanism to protect consumers' rights and interests.
Establish and improve the working mechanism of protecting the rights and interests of financial consumers, and reorganize the workflow of handling complaints from financial consumers. It is clearly stipulated that the General Department and the Consumer Protection Commissioner are responsible for tracking, supervising and evaluating the handling of customer complaints throughout the Bank. The person in charge of the organization is the first person responsible for handling customer complaints, and the person in charge of the outlet is the designated complaint handler, who is responsible for handling customer complaints within the scope of his duties. The management mode of "unified management, graded handling, special person in charge and escalation" is adopted for handling customer complaints. Various forms such as calls, letters and visits have been established, and the handling process has been clarified. It is required that "complaints must be accepted, results must be fed back, and responsibilities must be investigated" to solve customer complaints in the shortest time.
Two, clear the scope of protection of consumer rights and interests and protection measures.
When handling financial business and receiving financial services, financial consumers require managers to do the following: first, abide by laws, administrative regulations and other relevant provisions, do not harm the legitimate rights and interests of customers, follow the principles of fairness, openness and justice, fully reveal risks, avoid misleading customers and protect the legitimate rights and interests of consumers; The second is to protect the property safety of financial consumers, keep personal privacy and consumption information fully confidential, truthfully inform financial consumers of the financial services they handle and accept, and let financial consumers choose financial institutions, financial products or financial services independently to conduct fair transactions; The third is to publicize and popularize financial knowledge, actively publicize financial knowledge in residential areas and business districts, and carry out targeted consulting services, especially for middle-aged and elderly customers and people with low education.
Third, publicity activities.
According to the requirements of XXX, our bank will make unified arrangements and send staff who are familiar with the business. Set up publicity points, information desks and publicity materials at various business outlets and XXX designated places to answer questions for consumers, help the public understand financial knowledge and carry out centralized publicity activities.
First, in terms of publicity in the lobby, the Bank announced the specialized institutions, complaint methods, complaint handling procedures and other matters that the Bank accepted complaints from financial consumers in prominent positions in various business outlets. And in all branches, sub-branches to establish financial consumer complaints handling accounts, 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.
Second, in terms of business promotion, the bank's business outlets use various business promotion channels, including banners, LED screens, brochures, SMS platforms and so on.
Use words, pictures, videos and other forms to publicize financial knowledge.
Thirdly, in the aspect of financial knowledge popularization activities, combined with the "hot" issues of current social concern, the bank's charging policy is introduced in turn. During the event, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by the Bank. At the same time, guide customers to rationally choose banking services, strengthen risk awareness, and standardize retail business promotion and sales.
Fourthly, a questionnaire is designed for financial consumers, covering the banking products, channels, services and information that financial consumers are concerned about, and a questionnaire survey is conducted for financial consumers in combination with the local actual situation.
Fifthly, for this activity, it requires reasonable arrangement and careful organization, especially focusing on the publicity and explanation of the respondents, data collection and statistics, division of labor and cooperation, responsibility to people, and not going through the motions.
Four. Existing problems and relevant suggestions
In the course of operation, the Bank consciously, proactively and institutionally protects consumers' rights and interests. However, in practice, due to the lack of service awareness of some staff, there is a certain gap with the expected results. In order to solve this problem, banks should strengthen the service awareness training of employees in the future, emphasize the importance of safeguarding the interests of financial consumers ideologically, and let employees realize the significance of this work; At the same time, formulate corresponding reward and punishment policies, encourage employees who have performed well in this field, and punish employees who have wrong behaviors and misconceptions.
In addition, with the continuous development of banking business and the increasing variety of financial products, the protection of financial consumers' rights and interests presents a complicated and diversified trend. To this end, banks
Through market research and analysis, we will actively formulate corresponding policies and measures, broaden the field of financial consumer protection, and constantly increase the protection of consumers' rights and interests so that customers can enjoy their due rights and interests to the maximum extent.
Chapter III: Self-evaluation report on consumer rights protection of rural banks.
Consumer rights protection of banking financial institutions
Self-Assessment Report (Company Template)
Organization name:
Self-evaluation date: 20xx February 28th.
I. General situation
(a) the overall situation of consumer rights protection in this institution.
In 20xx, under the supervision and guidance of banking regulatory agencies at all levels, rural banks strengthened the protection of financial consumers' rights and interests, unblocked channels, actively accepted social supervision, and strengthened external communication and coordination, thus creating a good consumer protection atmosphere. Since its establishment, it has gradually established and improved the working mechanism for the protection of financial consumers' rights and interests, and combed the workflow for handling financial consumers' complaints. At the same time, the bank publicized the complaint telephone number and put the customer suggestion book in a prominent position in the lobby of the business department, and unblocked the complaint channels such as incoming calls and visits through various means such as WeChat public service platform, clarified the customer complaint handling process, and required to effectively solve customer complaints within the specified time.
(2) Relevant information of assessment and evaluation
By the end of 20xx, the Bank had total assets of 65.438+480 billion yuan, total liabilities of 65.438+0.065438+0.00 billion yuan, 48 corporate deposit accounts, 4,069 personal deposit accounts, corporate loan balance of 420 million yuan and personal loan balance of 880 million yuan.
(3) Self-evaluation results.
According to the actual situation, according to the Self-evaluation Form for Consumer Rights Protection of Banking Financial Institutions (corporate organization template), the self-evaluation score is 90 points, and the evaluation result is Grade I. ..
Second, the development of consumer rights protection work
(A) the construction of rules and regulations to protect the rights and interests of consumers
In 20xx, in strict accordance with relevant regulations, the Bank took the business department as the tracking, supervision and evaluation department for handling customer complaints, and the president and department heads were the first responsible persons for handling customer complaints. Take the "first time, timely feedback" guidance mode to deal with customer complaints. Further improve the relevant contents, processes, channels and guarantee methods of consumer rights protection in the system.
(2) Institutional arrangements for protecting consumers' rights and interests
At the beginning of our bank's establishment, we set up a consumer protection post in the business department. We have full-time employees to protect consumers' rights and interests, do a good job in knowledge training, comprehensively improve the knowledge level of financial consumers, cultivate the awareness and ability of banking consumers to safeguard their rights, and actively and scientifically advocate the legitimate rights and interests of banking consumers. Customers' inquiries, complaints and other issues will be answered and solved by the backstage supervisor in time. In case of unsolvable problems that need to be solved by various departments, it shall be reported to the president or relevant person in charge for approval, and then coordinated with relevant business departments to solve them.
(three) to carry out the protection of consumer rights and interests.
1, product and service management
When financial consumers accept our financial services, we can protect consumers' right to know and abide by the principle of good faith. Our financial service charges are published on our website. As the Bank is a new rural financial institution, its business is single and its products are single. During the self-inspection, we did not find any cross-selling, tying and selling financial products that violated the principle of fair trade, nor did we receive feedback from customers on such sales events. When handling business for customers, our bank did not solicit customers unrelated to business.
Family information. At the same time, the bank added an employee confidentiality agreement to the labor contract, conducted employee professional ethics education, dealt with employees who exceeded 8 hours, kept the personal privacy and consumption information of our customers completely confidential, and truthfully informed financial consumers of the financial services they accepted, so that financial consumers could choose financial services independently. In 20xx, there were no accidents involving the personal and property safety of customers in our business outlets.
2, financial knowledge publicity and education
In terms of business promotion, the bank has carried out financial consumer rights training for 20xx years, actively participated in various activities organized by industry associations and regulatory authorities, adopted various forms, including banners, big screens and brochures, organically combined the popularization of consumer finance knowledge with business, and successively publicized and popularized financial knowledge such as RMB anti-counterfeiting and anti-fraud to guide customers to rationally choose banks.
3. Complaint reply
The Bank announces the telephone number of the Bank that accepts complaints from financial consumers in a prominent position in its business outlets, and establishes a financial consumer complaint handling account to track the processing 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. Due to the short opening time of the bank and the low overall customer stock, there have been no customer complaints in the past 20xx years, and there are no complaints and situation reports forwarded by the regulatory authorities to be handled. In addition, the Bank actively collects customers' opinions and suggestions, and makes improvements according to the actual situation of the Bank.
4, this year's key issues and instructions.
There have been no consumer complaints for 20xx years.
(4) Internal evaluation, auditing and other related internal management work of consumer rights protection.
Through on-site, off-site and unannounced visits, the unit found that the staff did not meet the requirements for the protection of consumers' rights and interests. After investigation, it belonged to the service responsibility of outlets, and the person directly responsible was given a certain degree of economic punishment according to relevant regulations.
Three. Problems and difficulties in work
1. With the continuous development of business and the increasing variety of financial products, the Bank is also actively innovating its business model. The Bank will actively expand the field of financial consumer protection and continuously strengthen the protection of consumer rights.
2, the lack of professional consumer rights protection personnel, although after training and study, but the complaint handling ability still needs to be improved.
Four, the next year's consumer rights protection work plan and suggestions
In 20xx, the Bank will further attach great importance to the protection of consumers' rights and interests in light of its actual situation, and timely and accurately submit relevant reports and materials on consumer rights and interests protection to all departments.
Increase consumer protection activities, training and meetings organized by various departments, consciously accept social supervision, and adhere to the social responsibility of serving agriculture, rural areas and farmers, serving small and micro, and benefiting local people. Establish and improve various consumer protection rules and regulations, strengthen business learning, improve supervision, and fully implement banks.