The Consumer Rights Protection Bureau of the China Banking and Insurance Regulatory Commission issued a notification on the situation of banking consumer complaints in the first quarter of 2022

Recently, the Consumer Rights Protection Bureau of the China Banking Regulatory Commission issued the "Notice on the Consumption Consumption Corporation in the first quarter of 2022" (notified No. 9 of 2022, hereinafter referred to as the "Notice"), informing the China Banking Regulatory Commission and its dispatch agencies Consumer complaints for receiving and transferring banking industry.

The "Notice" pointed out that in 2022, the Banking Regulatory Commission adjusted the statistics and notification calibers of consumer complaints, and combined statistics and notifications for repeated complaints. After the adjustment, the China Banking Regulatory Commission and its dispatch agencies received a total of 75,936 complaints for consumption in the banking industry in the first quarter. Among them, 20,209 cases involved in large state -owned commercial banks, accounting for 26.6%of the total complaints; 29,393 joint -stock commercial banks, accounting for 38.7%of the total complaints; 345 foreign legal person banks, accounting for 0.5%of the total complaints; urban commercial banks (urban commercial banks (urban commercial banks ( Including private banks) 12,246, accounting for 16.1%of the total complaints; 4,769 small and medium -sized financial institutions in rural areas, accounting for 6.3%of the total complaints; 8,974 other banking financial institutions, accounting for 11.8%of the total complaints.

The "Notice" pointed out that the median complaints of large state -owned commercial banks were 3395.5. ICBC's complaints ranked first in large state -owned commercial banks. The median complaints of joint -stock commercial banks are 2,635. The complaints of the Industrial Bank, Pudong Development Bank, and China Merchants Bank are ranked among the top three of the joint -stock commercial banks. The median complaints of foreign legal person banks are 16. East Asia's complaint volume ranks first in foreign -funded legal person banks.

The average number of complaints per 1,000 business outlets for large -scale commercial banks is 233.9 per thousand business outlets. The average median number per 10 million people per customer is 50.5 per person. The average complaint per 1,000 business outlets and average customer complaints per 1,000 business outlets are ranked first in large state -owned commercial banks.

The average number of complaints per 1,000 business outlets of joint -stock commercial banks is 1842.9 per thousand business outlets, with an average median number of customer complaints per 10 million people. The average complaints per 1,000 business outlets of Guangfa Bank, Ping An Bank, and Pudong Development Bank are ranked among the top three complaints per thousand business outlets. Pass.

The average number of complaints per 1,000 business outlets for foreign legal person banks is 435.1 per thousand business outlets, with an average median number of customer complaints per 10 million people. The average complaint per 1,000 business outlets and average customer complaints per 1,000 business outlets are ranked first in foreign legal person banks.

The "Notice" pointed out that in the first quarter of 2022, 3,7954 credit card business complaints were involved, accounting for 50.0%of the total complaints. In the complaints involving large state -owned commercial banks, 10097 credit card business complaints, accounting for 50.0%of the total complaints of large state -owned commercial banks; in the complaints involving joint -stock commercial banks, 23,429 credit card business complaints, accounting for the total complaints of joint -stock commercial banks 79.7%; in the complaints involving foreign legal person banks, 217 credit card business complaints, accounting for 62.9%of the total complaints of foreign legal person banks. Bank of Communications' credit card business complaints ranked first in large state -owned commercial banks. The credit card business complaints of Industrial Bank, Pudong Development Bank, and China Merchants Bank are ranked among the top three joint -stock commercial banks. East Asia's credit card business complaints ranked first in foreign legal person banks.

In the first quarter of 2022, there were 24,947 complaints of personal loan business, accounting for 32.9%of the total complaints. Among the complaints involving large state -owned commercial banks, 3277 personal loan business complaints, accounting for 16.2%of the total complaints of large state -owned commercial banks; in the complaints involving joint -stock commercial banks, 3,311 personal loan business complaints, accounting for shareholding commercial bank complaints The total amount is 11.3%; in the complaints involving foreign legal person banks, there are 61 personal loan business complaints, accounting for 17.7%of the total complaints of foreign legal person banks. ICBC's personal loan business complaints ranked first in large state -owned commercial banks. Ping An Bank, Baixin Bank, and Pudong Development Bank have the top three personal loan business complaints. Star Fair Bank's personal loan business complaints ranked first in foreign legal person banks.

In the first quarter of 2022, 3,867 complaints were involved in wealth management business, accounting for 5.1%of the total complaints. Among the complaints involving large state -owned commercial banks, 2101 complaints of wealth management business account for 10.4%of the total complaints of large state -owned commercial banks; in the complaints involving joint -stock commercial banks, 1170 complaints for wealth management business, accounting for shareholding commercial bank complaints The total amount is 4.0%. Postal savings bank's financial management business complaints are ranked first in large state -owned commercial banks. Promotion Bank, China Merchants Bank, and Pudong Development Bank's wealth management business complaints ranks among the top three joint -stock commercial banks.

The China Banking Regulatory Commission will continue to increase the supervision of complaint handling in accordance with the "Administrative Measures for the Consumption Consumption Handling of the Banking Insurance Industry Consumption Industry", urge banking financial institutions to implement the main responsibility, do a good job of complaint handling, strengthen source governance, improve service quality, maintain the quality of service, maintain the quality of service, maintain the quality of service, maintain the quality Good consumers' legitimate rights and interests.

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