Research On Bank Complaints Identification And Treatment Based On The Financial Consumer Protection

With the deepening and generalization of financial innovation,financial consumption has entered the common people's home.However,it follows that the financial consumption dispute has been pushed into the draught of the topic.Among them,the banking industry,as an important pillar of the financial system,bears the brunt of the "complaint".The proportion of bank consumer complaints is getting higher and higher,the CBRC has made framework guidance in "perfecting the custormer complaint handling mechanism of banking financial institutions",and the people's Bank has continuously issued relevant documents on financial security and complaint handling.These show that the bank consumer complaints management has profound research significance on the protection of the rights and interests of financial consumers and the stability of the financial market.This disseitation settled on the real problem of bank consumer complaint identification and treatmen in China.In combination with the background of the protection of the rights and interests of the financial consumers,it is considered that the bank must strengthen the complaint management,especially the construction of the complaint identification link,and properly solve the consumer disputes.The complaint handling is divided into litigation processing and non litigation processing,and the non litigation processing mechanism is of great practical significance to resolve the dispute of bank consumer complaints with its flexibility and convenience.This article collects the data through the questionnaire survey,and on the basis of the literature,it analyzes the main types of the current complaints including service,charge and financial management,and has the characteristics of complaints centralization,enlargement of the object,and the diversification of channels.There are still the absence of the complaint identification system in the complaint management.The satisfaction degree of complaint handling needs to be improved and the problem of insufficient value of complaints should be excavated.At the same time,using the method of case study,using three typical cases of A bank,the case of financial products,the micro-blog complaint upgrading case and the name of the bank card,this dissertation explores the status of the complaint identification and handling of typical banks under the construction of the complaint management mechanism,and finds that the complaint identification in the current banking industry is still generally difficult.We need to improve the system and assist in scientific and technological means.Finally,in view of the desirable experience and problems to be solved in the above research,this dissertation puts forward feasible suggestions for improvement.It is believed that China's banking industry should perfect the specific steps of bank complaints identification and processing by four aspects:improve the systematization and transparency of complaint management,strengthen the data and electronization of complaint identification,and implement the professionalization and institutionalization of complaint handling,strict and normalization of complaints assessment.Pushing forward the establishment of a more effective complaint identification mechanism and enhancing the management level of consumer complaints in China.s banking industry.