Deeply cultivating finance for the people's new practice, CBHB's "Maple Bridge Experience Workshop" demonstration model is launching a comprehensive layout.

Recently, the nationwide promotion event of CBHB's "Fengqiao Experience Workshop" was held in Beijing. Leaders from the China Consumers Association, the Banking Association, and dispute resolution organizations were invited to attend and guide the event. At the event, 8 first-tier branches of CBHB officially established their "Fengqiao Experience Workshop," and guests were able to observe the operation of the first national "Fengqiao Experience Workshop" set up in the Beijing branch. The successful hosting of this special event marks a new stage in CBHB's implementation of the spirit of the Central Financial Work Conference and the mission of consumer protection, as well as a practical step of focusing on protecting consumer rights at the frontline of service. In recent years, CBHB has been resolutely implementing the work deployment of the Party Central Committee on insisting on and developing the "Fengqiao Experience" in the new era, focusing on strengthening the prevention, resolution, and control of financial disputes at the source, and establishing a professional, efficient, and convenient financial dispute resolution mechanism. By resolving disputes of high quality, CBHB aims to protect the legitimate rights and interests of financial consumers and continuously improve the grassroots financial governance level of the entire industry. "Fengqiao Experience" resolves conflicts locally In September 2024, based on the actual work of financial dispute prevention and consumer rights protection, CBHB took the lead in planning and innovating within the national banking industry, proposing the concept and implementation plan of the banking industry's Fengqiao Experience Workshop. CBHB first explored integrating the grassroots governance concept of the new era "Fengqiao Experience" into the entire chain of banking consumer protection, promoting early intervention and resolution of financial disputes at the source. The idea was officially released at the industry salon in Beijing with the approval and guidance of local supervisory, judicial, and industry associations, marking a key first step in innovative exploration of the Fengqiao model in the financial field. After the proposal was put forward, the bank continued to refine mechanism designs, polish operational details, and streamline resource support, steadily advancing the preparation for the pilot project. After multiple rounds of research, optimization of mechanisms, and preparatory work, in May 2025, under the overall guidance of the Beijing Financial Regulatory Bureau, CBHB's Beijing branch was successfully designated as one of the first Beijing financial Fengqiao Workshops and officially began operation. It ranked among the first ten units of the over two hundred financial institutions in Beijing, becoming a benchmark pilot project for the local financial industry in establishing the Fengqiao dispute resolution mechanism. By relying on branch locations to build a convenient mediation platform accessible in "one moment," CBHB enabled financial consulting, dispute resolution, financial education, and fraud prevention to be all in one place, truly embodying the core essence of "small matters stay within the branch, conflicts resolved locally." This established a practical model for diversified financial dispute resolution in the entire industry. In December of the same year, the "CBHB Fengqiao Mediation Station" was established at the He Dong District Court Comprehensive Governance Center in Tianjin. The establishment of the Beijing "Fengqiao Experience Workshop" and the headquarters' "Fengqiao Mediation Station" enabled consumers with mediation needs in the Beijing-Tianjin region to reach industry mediation service points in "one moment," providing convenient mediation services that are "easily accessible." This fully embodies CBHB's mission responsibility of "financial services for the people, consumer protection demonstrating responsibility" and implements the core principle of the Fengqiao Experience of small matters stay within the village, conflicts not escalated, to local levels in practice. Based on the full verification of the pilot effects and the maturity of the operation mode, in June 2026, CBHB officially launched the nationwide promotion of the Fengqiao Experience Workshop. The core purpose of this national promotion is to achieve standardized deployment of branch locations across the entire network, unified management system for dispute resolution, comprehensive upgrade of financial consumer protection services, and to fully resolve the "last mile" of grassroots financial dispute resolution. During the promotion period, CBHB officially released the theme song of dispute resolution "Love Full of Fengqiao". The song uses the image of a spark becomes a torch, love fills Fengqiao as its central motif, vividly demonstrating CBHB's adherence to the service concept of small matters stay within the village, conflicts resolved locally, making financial consumer protection work warmer and more impactful. Urgent needs and concerns are resolved by listening patiently Currently, CBHB has established a professional team of nearly one hundred full-time and part-time mediators. They work deeply in the front line of mediation, upholding the principles of fairness and efficiency in mediation, and incorporating the core essence of the new era "Fengqiao Experience" into every detail of dispute resolution. This team includes senior consumer protection experts with over twenty years of experience in the field as well as young backbone mediators trained in law and psychology -- they understand finance, law, and human nature, and know how to use empathy to unlock the hearts of the parties involved. One outstanding representative in this team is Liu Yu, a mediator at the Tianjin branch. He not only focuses on professional mediation but also emphasizes providing warm service to consumers. During the mediation process, Liu Yu always treats every consumer with a gentle and patient attitude, carefully listening to their demands, making the parties feel respected and understood. When faced with emotionally charged consumers, he can remain calm, use appropriate communication skills to calm them down, and guide consumers to express their opinions rationally with professional financial knowledge and dispute resolution skills. This is a vivid example of the "Fengqiao Experience" at CBHB: CBHB adheres to its original intention of financial services for the people, using dedication, empathy, and legal solutions to solve your urgent needs and concerns. In the future, CBHB will continue to uphold the requirements of high-standard construction and high-quality operation, deepen the innovative practice of the new era's "Fengqiao Experience" in the field of financial consumer rights protection, effectively safeguard the legitimate rights and interests of consumers, and help create a more fair, trustworthy, and orderly financial market environment.