In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of financial markets, and maintain financial stability, xx Bank Branch has actively taken a number of measures to carry out in-depth protection of financial consumers' rights and interests to ensure that the work is effective. The main work is summarized as follows:
First, establish and improve the working mechanism of consumer rights protection.
According to the relevant management regulations of the superior bank and the regulatory authorities, the Measures for the Protection of Consumer Rights and Interests of China xx Bank Branch 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 GJ laws, regulations and regulatory provisions, to be responsible for the protection of consumer rights and interests and the management of customer complaints of the whole bank.
The second is to improve the information transparency of financial products.
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.
The third is to 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.
The fourth is to 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. Evaluate branches, outlets and branches horizontally to the edge and vertically to the bottom. 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.
Fifth, 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 the 3 15 financial consumer rights day initiated by the regulatory authorities, popularize financial knowledge, and observe? Money bag? Carry out various financial knowledge publicity and education activities, such as popularizing financial knowledge for thousands of households, to popularize financial knowledge for consumers, improve their cognitive level of modern finance, and help them establish a correct concept of financial consumption and awareness of safeguarding rights according to law.
A summary of the protection of bank consumers' rights and interests II. organization structure
A leading group for consumer rights protection has been set up at the head office level, with the President as the leader to ensure effective leadership in consumer rights protection, the leaders of relevant banks as the deputy heads and the heads of departments as members to ensure that consumer rights protection covers all lines of the bank. At the same time, at the end of 20xx, the Bank formally established the Consumer Protection Office (hereinafter referred to as the Consumer Protection Office), which is a secondary department of the Bank and belongs to the Propaganda Department of the Head Office, and it has been made clear that the Consumer Protection Office has a special person responsible for implementing and promoting the consumer protection work, and two other people assist it part-time.
Two. institution building
The Administrative Measures for the Protection of Consumer Rights and Interests of the Bank has made detailed provisions and clarifications on organizational structure, operation mechanism, internal control, information disclosure, complaint acceptance, quality requirements of consumer rights and interests protection staff, reporting system, supervision and evaluation, publicity and education, emergency plan, risk identification and so on. This method was officially issued in August 20xx. In addition, the Rules of Procedure of the Board of Directors of Suining Bank and the Rules of Procedure of the Strategy Committee of Suining Bank were revised, which made it clear that the Board of Directors was responsible for the formulation, supervision and evaluation of strategies, policies and targets for consumer rights protection, thus ensuring the implementation of consumer rights protection from the institutional level. In addition, the Bank also established the Consumer Rights Protection Working Committee of the Board of Directors of Suining Bank and the Consumer Rights Protection Working Committee of Suining Bank, which respectively defined and standardized the leadership and implementation measures of consumer rights protection from the board of directors and management level.
The Bank also incorporated the protection of consumer rights into the Five-year Development Strategic Plan of Suining Bank (20xx-20xx), and planned and standardized the future protection of consumer rights in a strategic way.
Three. In terms of workflow
Our consumer protection office is involved in the development and design of new products. In the relevant process, the Consumer Protection Office promptly puts forward suggestions on product designs that may harm customers' rights and interests, and requests to modify inappropriate development plans to provide source protection for consumers' rights and interests. The bank's new product development process is specifically divided into internal declaration, project preliminary examination, formal project establishment, declaration or filing, scientific research and development and testing, product handover management, marketing planning, consumer rights protection evaluation, product operation monitoring and feedback. The legitimate rights and interests of consumers are guaranteed from the process.
Customers can complain through our rights protection hotline 96677, Suining municipal government service hotline 12345, China People's Bank financial consumer complaint consultation hotline 12363, Consumer Protection Office 0825-2223 15 1 and other channels. In addition, the Measures for the Administration of Customer Complaints of Suining Bank provides detailed provisions on the identification, handling procedures and post-event analysis of major complaints and general complaints. Our emergency plans are classified according to business types, such as Suining Bank Financial Emergency Plan, Suining Bank Information System Emergency Management Measures and Suining Bank Emergency and Crisis Management Measures, which ensure our ability to handle emergencies in a classified manner.
Four. Division of responsibilities
It is clear that the Consumer Protection Office is the lead implementation department of the Bank's consumer rights protection work, responsible for the orderly promotion of the Bank's consumer rights protection work, participating in product research and development in advance, and being specifically responsible for post-event regulatory evaluation and complaint coordination; The Compliance Management Department of the Head Office is responsible for the legal support and guarantee of consumer protection; The credit management department is responsible for the credit business. If the law stipulates that the loan contract does not infringe on the rights and interests of consumers; The personal finance department is responsible for protecting consumers' rights and interests in personal business and connecting with customers. All departments of the Head Office are responsible for the protection of consumers' rights and interests in this business line. All branches of the bank have made it clear that the consumer protection work is led by the branch president, and a consumer protection liaison officer has been set up to be responsible for the consumer protection work within the jurisdiction of the branch.
Verb (abbreviation of verb) binding mechanism
At present, firstly, the Bank has formulated relevant binding clauses in the Administrative Measures for the Protection of Consumers' Rights and Interests, and defined consumer protection responsibilities, supervision and evaluation processes and punishment measures at all levels; Second, the audit department will include the protection of consumers' rights and interests in the annual audit scope, and will review and score the system and construction of consumer protection work on an annual basis to promote the standardization and continuous improvement of consumer protection work.
Intransitive verbs in terms of work efficiency
In order to comprehensively raise the awareness of the employees of the Bank on consumer rights protection, the Consumer Rights Protection Office of the Bank purchased a series of consumer rights protection books, such as "A Reader on Consumer Rights Protection for Banking Employees" and "20xx China Banking Civilized and Standardized Service Story", and distributed them to all branches and departments of the Head Office. At the same time, all departments are required to read this content, organize employee training and study, enhance employees' awareness of consumer rights protection and improve service quality. At the same time, relying on the advantages of new media, the Bank released consumer protection information four times through Bank official website and 15 times through public platforms such as Weibo WeChat. In addition, we will continue to publicize the theme of protecting the rights and interests of financial consumers through Internet TV, LED screens and street publicity. 30,000 copies of the Handbook for the Protection of Financial Consumers' Rights and Interests were printed. Besides being placed at various outlets, employees were regularly organized to distribute them in public places free of charge, raising the awareness of consumers' protection.
A summary of the protection of consumers' rights in banks. Under the guidance of the supervision department and the superior bank, the Bank earnestly implements the spirit and requirements of consumer rights protection, establishes and improves the consumer rights protection mechanism, further improves the system and mechanism, strengthens the management of business activities, strengthens the supervision and management of complaints, and strives to improve the management level of consumer rights protection throughout the Bank.
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