上海银行金融机构投诉量下降

Shanghai complaints decline in bank financial institutions

2012, the Shanghai branch has accepted to the banking financial institutions in the city all kinds of overall decline in customer complaints, received various complaints matters throughout the year 3239, fell 38.75% year on year.

Services according to the content of financial consumer complaints, dispute proportion is as high as 93.73%, still complaints mainly focus on credit CARDS, savings and loan business, agency business, bank charges, and wealth management products, etc., characteristic obvious: one is the credit card complaints continue to become the most concentrated areas of complaints. In 2012, the Shanghai branch received a total of 982 pieces of credit card business complaints, accounted for 30.32%, still is the most concentrated areas of complaints. Complaints in credit card marketing, overdraft interest charge, credit card cash out, payment mode, etc; 2 it is agency business, wealth management products accounted for a small comparison in 2011. Shanghai branch in 2012 received agent business, financial product complaints, respectively 460 and 222 of them, with increased 3.51 and 1.43% respectively over the same period of last year, and greatly focused on preliminary appraisal dislocation, act as agent for sales of insurance, wealth management products mis-selling, lagging misleading sales and after-sales service, etc.

According to the agency points, five big bank institutions across numerous, channel, complaint ratio is relatively outstanding, accounted for 40.19%, edged down 0.34% year-on-year; Three Chinese corporate Banks accounted for 6.36%, edged down 0.69% year-on-year; Joint-stock bank branches accounted for 17.15%, fell 1.47% year on year.

Shanghai branch since its inception, continuously strengthen the overall situation of consumers' rights and interests protection concept and the social responsibility consciousness, has always been to maintain the financial consumers' legitimate rights and interests is the core of the letters and complaints work, constantly supervise banking financial institutions in Shanghai fair treatment of financial consumer, consumer confidence and maintain financial market order; To grasp "organization complaint handling the first" as the means, to prevent and reduce the inventory, control increment, with variable as the goal, actively explore innovation, continue to do a good job of financial consumer protection. Shanghai branch in 2012, meanwhile, seriously implement the CBRC the banking industry is not standard operation and special projects special conference spirit, for facility operation and special governance institutions to carry out non-standard regulatory review, the condition of the business premises of the public and new lending and charging the compliance behavior of observe investigations, urged found in Shanghai banking industry strengthen special non-standard operation management problem rectification, and attaches great importance to the processing of non-standard business complaints to report, to all the complaints are processed in a timely manner.

In 2013, Shanghai branch will continue to explore the mechanisms of financial consumer protection work, improve work level unceasingly. One, continue to strengthen the banking institutions letters and disposing of the responsibility of the person in charge of the first urged its intensify cold cases settle, enhance pertinence, timeliness, proactive; 2 it is to explore to establish financial consumer disputes settlement mechanism, provide more convenient financial consumer advice and complaints channels and professional mediation way; Three is to require the banking financial institutions in Shanghai in strengthen internal control management on the basis of the wind, clear and public institutions and practitioners had jurisdiction over irregularities complaints hotline, participating in the folk financing and so on to do a good job of handling complaints whistle, reduce, prevent violations occur.