保障金融消費(fèi)者八項(xiàng)基本權(quán)利

切實(shí)維護(hù)金融消費(fèi)者的合法權(quán)益

2015年11月13日由國務(wù)院辦公廳發(fā)布的《關(guān)于加強(qiáng)金融消費(fèi)者權(quán)益保護(hù)工作的指導(dǎo)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(xiǎn)機(jī)構(gòu)消費(fèi)者權(quán)益保護(hù)管理辦法》，均對金融機(jī)構(gòu)消費(fèi)者權(quán)益保護(hù)工作進(jìn)行了行為規(guī)范，并且明確要求金融機(jī)構(gòu)應(yīng)充分尊重并自覺保障金融消費(fèi)者八項(xiàng)基本權(quán)利，分別是財(cái)產(chǎn)安全權(quán)、知情權(quán)、自主選擇權(quán)、公平交易權(quán)、依法求償權(quán)、受教育權(quán)、受尊重權(quán)、信息安全權(quán)。

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(fèi)者財(cái)產(chǎn)安全權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)依法保障金融消費(fèi)者在購買金融產(chǎn)品和接受金融服務(wù)過程中的財(cái)產(chǎn)安全。金融機(jī)構(gòu)應(yīng)當(dāng)審慎經(jīng)營，采取嚴(yán)格的內(nèi)控措施和科學(xué)的技術(shù)監(jiān)控手段，嚴(yán)格區(qū)分機(jī)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(fèi)者知情權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)以通俗易懂的語言，及時(shí)、真實(shí)、準(zhǔn)確、全面地向金融消費(fèi)者披露可能影響其決策的信息，充分提示風(fēng)險(xiǎn)，不得發(fā)布夸大產(chǎn)品收益、掩飾產(chǎn)品風(fēng)險(xiǎn)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(fèi)者自主選擇權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)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(fèi)者意愿，由消費(fèi)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(wù)，不得強(qiáng)買強(qiáng)賣，不得違背金融消費(fèi)者意愿搭售產(chǎn)品和服務(wù)，不得附加其他不合理?xiàng)l件，不得采用引人誤解的手段誘使金融消費(fèi)者購買其他產(chǎn)品。

（四）保障金融消費(fèi)者公平交易權(quán)。金融機(jī)構(gòu)不得設(shè)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(fèi)者責(zé)任、限制或者排除金融消費(fèi)者合法權(quán)利，不得限制金融消費(fèi)者尋求法律救濟(jì)途徑，不得減輕、免除本機(jī)構(gòu)損害金融消費(fèi)者合法權(quán)益應(yīng)當(dāng)承擔(dān)的民事責(zé)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(fèi)者依法求償權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)切實(shí)履行金融消費(fèi)者投訴處理主體責(zé)任，在機(jī)構(gòu)內(nèi)部建立多層級投訴處理機(jī)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(fèi)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(fèi)者受教育權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)進(jìn)一步強(qiáng)化金融消費(fèi)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(fèi)者教育，幫助金融消費(fèi)者提高對金融產(chǎn)品和服務(wù)的認(rèn)知能力及自我保護(hù)能力，提升金融消費(fèi)者金融素養(yǎng)和誠實(shí)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(fèi)者受尊重權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)尊重金融消費(fèi)者的人格尊嚴(yán)和民族風(fēng)俗習(xí)慣，不得因金融消費(fèi)者性別、年齡、種族、民族或國籍等不同進(jìn)行歧視性差別對待。

（八）保障金融消費(fèi)者信息安全權(quán)。金融機(jī)構(gòu)應(yīng)當(dāng)采取有效措施加強(qiáng)對第三方合作機(jī)構(gòu)的管理，明確雙方權(quán)利義務(wù)關(guān)系，嚴(yán)格防控金融消費(fèi)者信息泄露風(fēng)險(xiǎn)，保障金融消費(fèi)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.