Public Solicitation of Opinions on the "Banking and Insurance Institutions Financial Consumer Complaint Handling Management Measures"

To protect the legitimate rights and interests of financial consumers, regulate the handling of consumer complaints by banking and insurance institutions, and promote the diversified resolution of financial consumer disputes, the China Banking and Insurance Regulatory Commission, based on the "Administrative Measures for Handling Complaints by Banking and Insurance Industry Consumers," has revised and formed the "Administrative Measures for Handling Financial Consumer Complaints by Banking and Insurance Institutions" and is now seeking public opinions. The "Measures" consist of six chapters, including general principles, institutional mechanisms, consumer complaint handling, diversified resolution of consumer disputes, supervision and management, and supplementary provisions, totaling 52 articles. The "Measures" clearly state that the handling of financial consumer complaints should adhere to the principles of legality and compliance, diversified resolution, convenience, efficiency, and treating both symptoms and root causes. To urge banking and insurance institutions to fulfill their primary responsibilities effectively, they must establish sound systems, mechanisms, and processes for handling consumer complaints and provide adequate resource support. In order to uphold and develop the new era's "Fengqiao Experience," improve the mechanism for the diversified resolution of financial consumer disputes, establish a specialized chapter for diversified resolution of consumer disputes, encourage both parties to negotiate equally under the law, and resolve consumer disputes through self-settlement or mediation, fully leveraging the role of industry self-regulatory organizations and mediation organizations in complaint handling. To maintain the order of consumer complaints, it emphasizes that financial consumers should be honest and trustworthy, objectively and rationally reflect their demands through lawful means, and safeguard their legitimate rights and interests in accordance with the law. We welcome valuable opinions from all sectors of society, and the China Banking and Insurance Regulatory Commission will conscientiously study all feedback and further revise and improve before timely implementation.