The report targets include banking financial institutions and employees, insurance institutions, insurance intermediaries and employees, other subjects supervised by banking insurance supervision and management institutions, and natural persons, legal persons or other organizations suspected of illegally establishing banking financial institutions, insurance institutions, insurance intermediaries and illegally operating banking, insurance and insurance intermediaries.
The method is clear: the bank insurance supervision and management institution shall, within 15 days from the date of receiving the report, examine and decide whether to accept it, and inform the informant in writing. In case of real-name reporting, the banking insurance supervision and administration institution shall perform relevant notification procedures in accordance with the requirements of these Measures. For anonymous reports, the banking insurance supervision and management institution shall handle them according to the contents of the report and the relevant certification materials provided by the informants, and shall not be restricted by the time limit prescribed in these Measures, nor shall it perform the relevant notification procedures prescribed in these Measures.
The "Measures" also clarify that after accepting the report, the bank insurance supervision and administration institution shall conduct an investigation in a timely manner. Within 60 days from the date of acceptance, make a written investigation opinion on the reported illegal act, and inform the informant in writing in time.
Legal basis: Measures for the Administration of Handling Consumer Complaints in Banking and Insurance Industry Article 11 Banking and insurance institutions are responsible for handling consumer complaints arising from purchasing their products or accepting their services.
Measures for the Administration of Handling Consumer Complaints in Banking and Insurance Industry Article 12 Banking and insurance institutions may require complainants to make consumer complaints through their published complaint channels. If consumer complaints are made by interview, the bank insurance institution may require the complainant to make complaints at the designated reception place. If more than one complainant makes consumer complaints through interviews, representatives shall be elected, and the number of representatives shall not exceed five.
Article 14 of the Measures for the Administration of Handling Consumer Complaints in Banking and Insurance Industry: If the complainant has real difficulties in lodging consumer complaints, the banking insurance institution shall accept the complainant's entrustment to file a complaint. In addition to the materials or information specified in Article 13, the original power of attorney, the identity certificate of the trustee and the effective contact information that may require the complainant to sign or seal.
Bank insurance institutions shall accept consumer complaints from consumers' heirs, and may require proof of inheritance relationship in addition to the materials or information specified in Article 13.