保障金融消費者八項基本權利

切實維護金融消費者的合法權益

2015年11月13日由國務院辦公廳發(fā)布的《關于加強金融消費者權益保護工作的指導意見》，以及2023年3月1日由國家金融監(jiān)督管理總局發(fā)布的《銀行保險機構(gòu)消費者權益保護管理辦法》，均對金融機構(gòu)消費者權益保護工作進行了行為規(guī)范，并且明確要求金融機構(gòu)應充分尊重并自覺保障金融消費者八項基本權利，分別是財產(chǎn)安全權、知情權、自主選擇權、公平交易權、依法求償權、受教育權、受尊重權、信息安全權。

Eight Basic Rights for Protecting Financial Consumers and Safeguarding Their Legitimate Rights and Interests

The "Guiding Opinions on Strengthening the Protection of Financial Consumers' Rights and interests" issued by the General Office of the State Council on November 13, 2015, and the "Measures for the Administration of Consumer Rights and interests Protection in Banking and Insurance Institutions" issued by the National Financial Regulatory Administration on March 1, 2023, both regulate the behavior of financial institutions in protecting consumers' rights and interests. They explicitly require financial institutions to fully respect and consciously safeguard eight basic rights of financial consumers, which are the right to property security, the right to information, the right to independent choice, the right to fair trading, the right to seek compensation in accordance with the law, the right to compulsory education, the right to be respected, and the right to information security.

（一）保障金融消費者財產(chǎn)安全權。金融機構(gòu)應當依法保障金融消費者在購買金融產(chǎn)品和接受金融服務過程中的財產(chǎn)安全。金融機構(gòu)應當審慎經(jīng)營，采取嚴格的內(nèi)控措施和科學的技術監(jiān)控手段，嚴格區(qū)分機構(gòu)自身資產(chǎn)與客戶資產(chǎn)，不得挪用、占用客戶資金。

（二）保障金融消費者知情權。金融機構(gòu)應當以通俗易懂的語言，及時、真實、準確、全面地向金融消費者披露可能影響其決策的信息，充分提示風險，不得發(fā)布夸大產(chǎn)品收益、掩飾產(chǎn)品風險等欺詐信息，不得作虛假或引人誤解的宣傳。

(I) Protecting Financial Consumers' Right to Property Security Financial institutions shall safeguard the property security of financial consumers during the process of purchasing financial products and receiving financial services in accordance with the law. They shall operate prudently, adopt strict internal control measures and scientific technological monitoring methods, and strictly distinguish between their own assets and customer assets. They must not misappropriate or occupy customer funds.

(II) Protecting Financial Consumers' Right to Information 

Financial institutions shall disclose information that may affect financial consumers' decision-making in a timely, accurate, and comprehensive manner using easy-to-understand language. They must fully disclose risks, and must not release fraudulent information such as exaggerating product returns or concealing product risks, nor make false or misleading propaganda.

（三）保障金融消費者自主選擇權。金融機構(gòu)應當在法律法規(guī)和監(jiān)管規(guī)定允許范圍內(nèi)，充分尊重金融消費者意愿，由消費者自主選擇、自行決定是否購買金融產(chǎn)品或接受金融服務，不得強買強賣，不得違背金融消費者意愿搭售產(chǎn)品和服務，不得附加其他不合理條件，不得采用引人誤解的手段誘使金融消費者購買其他產(chǎn)品。

（四）保障金融消費者公平交易權。金融機構(gòu)不得設置違反公平原則的交易條件，在格式合同中不得加重金融消費者責任、限制或者排除金融消費者合法權利，不得限制金融消費者尋求法律救濟途徑，不得減輕、免除本機構(gòu)損害金融消費者合法權益應當承擔的民事責任。

(III) Protecting Financial Consumers' Right to Autonomous Choice

Financial institutions shall, within the scope permitted by laws, regulations, and regulatory provisions, fully respect the wishes of financial consumers, allowing them to autonomously choose and decide whether to purchase financial products or accept financial services. They must not force sales, bundle products and services against the consumers' wishes, or impose other unreasonable conditions. They must not use misleading tactics to induce financial consumers into purchasing other products.

(IV) Protecting Financial Consumers' Right to Fair Trading

Financial institutions shall not set trading conditions that violate the principle of fairness. In standard contracts, they must not increase the responsibilities of financial consumers, restrict or exclude their legitimate rights, limit financial consumers' access to legal remedies, or mitigate or exempt themselves from the civil responsibilities they should bear for harming the legitimate rights and interests of financial consumers.

（五）保障金融消費者依法求償權。金融機構(gòu)應當切實履行金融消費者投訴處理主體責任，在機構(gòu)內(nèi)部建立多層級投訴處理機制，完善投訴處理程序，建立投訴辦理情況查詢系統(tǒng)，提高金融消費者投訴處理質(zhì)量和效率，接受社會監(jiān)督。

（六）保障金融消費者受教育權。金融機構(gòu)應當進一步強化金融消費者教育，積極組織或參與金融知識普及活動，開展廣泛、持續(xù)的日常性金融消費者教育，幫助金融消費者提高對金融產(chǎn)品和服務的認知能力及自我保護能力，提升金融消費者金融素養(yǎng)和誠實守信意識。

(V)Protecting Financial Consumers' Right to Compensation in

Accordance with the Law

Financial institutions shall earnestly fulfill their primary responsibility for handling financial consumer complaints, establish a multi-level complaint handling mechanism within the institution, improve complaint handling procedures, set up a system for inquiring about complaint handling status, enhance the quality and efficiency of financial consumer complaint handling, and accept social supervision.

(VI) Protecting Financial Consumers' Right to Education

Financial institutions should further strengthen financial consumer

education, actively organize or participate in financial knowledge popularization activities, and carry out extensive and ongoing daily education for financial consumers. They should help financial consumers improve their cognitive abilities and self-protection abilities regarding financial products and services, and enhance financial consumers' financial literacy and awareness of honesty and trustworthiness.

（七）保障金融消費者受尊重權。金融機構(gòu)應當尊重金融消費者的人格尊嚴和民族風俗習慣，不得因金融消費者性別、年齡、種族、民族或國籍等不同進行歧視性差別對待。

（八）保障金融消費者信息安全權。金融機構(gòu)應當采取有效措施加強對第三方合作機構(gòu)的管理，明確雙方權利義務關系，嚴格防控金融消費者信息泄露風險，保障金融消費者信息安全。

(VII) Protecting Financial Consumers' Right to Respect

Financial institutions shall respect the personal dignity and ethnic customs of financial consumers, and shall not discriminatorily treat them differently based on factors such as gender, age, race, ethnicity, or nationality.

(VIII) Protecting Financial Consumers' Right to Information Security

Financial institutions shall take effective measures to strengthen the

management of third-party cooperation institutions, clarify the rights and

obligations of both parties, strictly prevent and control the risk of financial consumer information leakage, and safeguard the information security of financial consumers.