Chapter 1 General Provisions Article 1 In order to standardize the handling of consumer complaints in the banking and insurance industries and protect the legitimate rights and interests of consumers, in accordance with the Banking Supervision and Administration Law of the People's Republic of China and the People's Republic of China, These Measures are formulated by laws and regulations such as the Commercial Bank Law of the People's Republic of China, the Insurance Law of the People's Republic of China, and the Consumer Rights and Interests Protection Law of the People's Republic of China. Article 2 The term "consumer complaints in the banking and insurance industries" as mentioned in these Measures (hereinafter referred to as "consumer complaints") refers to disputes arising between consumers and banking and insurance institutions or their employees due to purchasing banking or insurance products or receiving banking or insurance-related services ( (hereinafter referred to as "consumer disputes") and assert their civil rights and interests to banking and insurance institutions. Article 3 The handling of consumer complaints in the banking and insurance industries shall adhere to the principles of legal compliance, convenience and efficiency, addressing both symptoms and root causes, and diversified solutions. Article 4 Banking and insurance institutions are responsible for safeguarding the legitimate rights and interests of consumers and handling consumer complaints. They are responsible for the management, guidance and assessment of the handling of consumer complaints by their own units and their branches, and coordinate and supervise their branches to properly handle various consumer complaints. . Article 5: All relevant industry associations should give full play to their industry self-discipline role in resolving consumer disputes, coordinate and promote their member units to properly handle consumer disputes through consultation, mediation, arbitration, litigation and other means. Article 6 The China Banking and Insurance Regulatory Commission (hereinafter referred to as the “China Banking and Insurance Regulatory Commission”) is the supervisory unit for the handling of consumer complaints in the banking and insurance industry nationwide, and supervises and guides the handling of consumer complaints in the banking and insurance industry nationwide.

The dispatched offices of the China Banking and Insurance Regulatory Commission at all levels should supervise and guide the handling of consumer complaints in the banking and insurance industries within their jurisdictions, and promote the establishment and improvement of diversified consumer dispute resolution mechanisms within their jurisdictions. Chapter 2 Organization and Management Article 7 Banking and insurance institutions shall use human, material and financial resources to ensure the smooth development of consumer complaint handling work, designate senior managers or agency leaders to be in charge of the unit's consumer complaint handling work, and establish or designate the unit's consumer complaint handling work. Management departments and positions, and staff should be reasonably allocated.

Banking and insurance institutions should unblock complaint channels, establish or designate complaint reception areas, equip audio and video recording and other equipment to record and save the consumer complaint reception and handling process, strengthen the construction of consumer complaint management information systems, and standardize the consumer complaint handling process and manage. Article 8 Banking and insurance institutions shall publish the unit’s complaint telephone number, mailing address and other complaint channel information and consumer complaint handling procedures on its official website, mobile client, business premises or office premises in a conspicuous place, and open e-mail, official website platforms and other Internet complaints If there are no channels, the email address and website address of the unit for receiving consumer complaints shall be published. In product or service contracts, banking and insurance institutions should provide complaint hotlines or other complaint channel information. Article 9 Banking and insurance institutions shall handle consumer complaints based on local management and hierarchical responsibilities, fully consider and respect the reasonable demands of consumers, and make handling conclusions fairly and legally. Timely find out the causes of complaints, improve the traceability and rectification mechanism, pay attention to the consumer experience, and improve service levels. Article 10 Banking and insurance institutions shall strengthen the management of consumer complaints in the cooperative business of third-party institutions. If consumer disputes arise due to cooperative sales of products or provision of services, banking and insurance institutions shall require relevant third-party institutions to cooperate in handling consumer complaints and handle consumer complaints. Verify and provide relevant information in a timely manner to promote the smooth resolution of consumer complaints. Banking and insurance institutions should include the cooperation of third-party institutions in handling consumer complaints into the access and exit assessment mechanism of cooperative third-party institutions. Chapter 3 Handling of Consumer Complaints in the Banking and Insurance Industry Article 11 Banking and insurance institutions shall be responsible for handling consumer complaints arising from the purchase of their products or receipt of their services. Article 12: Banking and insurance institutions may require complainants to submit consumer complaints through the complaint channels announced by them.

If consumer complaints are raised in an interview, the banking and insurance institution may require the complainant to make the complaint at its designated reception venue. If multiple complainants lodge consumer complaints through interviews, representatives shall be selected, and the number of representatives shall not exceed 5.

Article 13 Banking and insurance institutions may require the complainant to provide the following materials or information:

(1) Basic information of the complainant, including: the name, identity information, and contact information of the natural person or his legal representative; legal person Or the name, address, unified social credit code of other organizations, the name, identity information, and contact information of the legal representative or principal responsible person, the name, identity information, contact information, and authorization letter of the legal person or other organization’s complaint agent; < /p>

(2) Basic information about the respondent, including: the name of the banking and insurance institution complained against; relevant information about the banking and insurance practitioners complained against and the name of the institution to which they belong;

(3) Complaint request, main facts and relevant basis;

(4) If the complainant submits written materials, they shall be signed or sealed by the complainant.

Banking and insurance institutions shall not require the complainant to provide materials that are already in their possession or can be obtained by consulting internal information files. Article 14 If the complainant really has difficulty in filing a consumer complaint, the banking and insurance institution shall accept the complainant entrusting another person to make the complaint on his behalf. In addition to the materials or information specified in Article 13, it may require an authorization signed or stamped by the complainant. Original power of attorney, trustee’s identity certificate and valid contact information.

Banking and insurance institutions shall accept consumer complaints from consumer heirs, and may require proof of inheritance relationship in addition to the materials or information specified in Article 13.