The China Banking and Insurance Regulatory Commission publicly solicits opinions on the "Regulations on the Management of Financial Consumer Complaints by Banking and Insurance Institutions."

In order to protect the legitimate rights and interests of financial consumers, standardize the handling of consumer complaints by banking and insurance institutions, promote the diversified resolution of financial consumer disputes, the China Banking and Insurance Regulatory Commission has revised and finalized the "Regulations on the Handling of Consumer Complaints by Banking and Insurance Institutions" based on the "Regulations on the Management of Consumer Complaints in the Banking and Insurance Industry", and is now seeking public opinions on it. The full text of the "Regulations" includes six chapters: general provisions, institutional mechanisms, consumer complaint handling, diversified resolution of consumer disputes, supervision and management, and supplementary provisions, totaling 52 articles. The "Regulations" stipulate that the handling of financial consumer complaints should adhere to the principles of legality and compliance, diversified resolution, convenience and efficiency, and addressing both symptoms and root causes. In order to urge banking and insurance institutions to effectively fulfill their main responsibilities, they are required to improve their systems, mechanisms, and processes for handling consumer complaints, and provide sufficient resource support. To adhere to and further develop the "Fengqiao Experience" in the new era, improve the mechanism for diversified resolution of financial consumer disputes, and establish a special chapter on diversified resolution of consumer disputes, encouraging the parties to negotiate equally and resolve disputes through self-settlement or mediation in accordance with the law, fully leveraging the role of industry self-regulatory organizations and mediation organizations in complaint handling. In order to maintain the order of consumer complaints, it emphasizes that financial consumers should be honest and trustworthy, reflect their demands objectively and rationally through legitimate channels, and protect their legitimate rights and interests according to the law.