Time flies, time flies, and a piece of work has ended. Looking back on this period, the achievements we have made are actually hard-won. Let's sum up our past achievements into a work summary. Do you know the format of work summary? The following is my annual summary of the protection of financial consumers' rights and interests (selected 6 articles), for your reference only. Let's have a look.
Annual Summary of the Protection of Financial Consumers' Rights and Interests 1 I. Work Deployment
Upon receipt of the notice, the Bank immediately convened a meeting of relevant departments to make arrangements for the protection of financial consumers' rights and interests, and set up a working group on the protection of financial consumers' rights and interests, with the branch president as the team leader and the marketing department and sales department as the team members, to be responsible for the organization, promotion, supervision and inspection of the protection of financial consumers' rights and interests in business outlets. And actively connect with the county government and the county consumers' association, and use the opportunity of "3. 15 International Consumer Rights Day" in Jinzhai County to build a publicity and consultation platform on the spot, expand the publicity scope and achieve better publicity results. On the day of the event, we actively promoted financial knowledge, especially for middle-aged and elderly customers and people with low education, in combination with daily financial services and marketing work. At the same time, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by the Bank. On this basis, introduce the current charging policy of the bank to the consumer groups who have reached a certain level of understanding of financial services, guide customers to rationally choose banking services, strengthen risk awareness, and let customers learn the knowledge of financial consumers' rights and interests to the maximum extent and understand their own rights and interests.
Second, the promotion of activities
1, network promotion
In a prominent position in its business outlets, the Bank announced its specialized institutions, complaint methods and complaint handling procedures for accepting complaints from financial consumers. And set up a working account in the sub-branch to handle complaints from financial consumers, track the results at any time and accept the supervision of financial consumers. Summarize and sort out the opinions and suggestions put forward by financial consumers, and rectify and optimize the problems that put forward more suggestions. Secondly, banks publicize financial knowledge through various business publicity channels, including banners, big screens, brochures and other forms. Post posters and distribute leaflets at business outlets to improve customers' awareness of safe card use.
2. On-site publicity
On March 15 at 8: 00 am-1:30 am, our employees came to the International Consumer Rights Day on March 15, set up an outdoor "publicity platform for financial knowledge popularization", and posted a banner of "Protecting the rights and interests of financial consumers and providing quality financial services" to prevent the risks of telecom fraud.
In addition to financial knowledge leaflets such as "preventing financial risks", "bank cards" and "personal finance", leaflets on preventing telecom fraud, cards, posters, currency anti-counterfeiting knowledge brochures and leaflets on preventing illegal fund-raising were also prepared at the event site. In view of the fact that many middle-aged and elderly customers are not alert to the modus operandi of various fraudsters, and the concepts of various products are also vague, when introducing the publicity content in detail, our employees mainly introduce the contents in the leaflet, and also remind customers to read carefully and pay more attention to relevant knowledge. Vivid case explanations and exquisite and beneficial leaflets have made customers deeply feel the service enthusiasm of our staff at the event site, which has narrowed the relationship with consumers and consolidated our brand image in Jinzhai.
After a day's publicity, the Bank distributed more than 2,000 publicity materials such as Personal Finance, Financial Risk Prevention and Bank Card to customers and our anti-counterfeiting and anti-fraud activities, received more than 700 customers, and taught consumers the necessary financial knowledge and skills in a simple way, fully demonstrating the image of Shang Hui Bank's dedicated service to customers.
Third, the existing problems and suggestions
Although this activity has achieved good results, there are still some problems, such as the lack of service awareness of some bank staff, so there is a certain gap with the expected results; Lack of effective incentive mechanism. In order to solve these problems, on the one hand, it is necessary to strengthen the service awareness training of employees, emphasize the importance of safeguarding the interests of financial consumers ideologically, and let employees realize the significance of this work; On the other hand, formulate certain incentive policies to encourage employees who have made outstanding contributions in this regard. In addition, with the continuous development of business and the increasing variety of financial products, the Bank needs to actively innovate its business model. This can not only stimulate personal financial consumption, but also bring more thoughts on the protection of financial consumers' rights and interests. Therefore, it is necessary to actively expand the field of financial consumer protection and continuously increase the protection of consumers' rights and interests. According to the products and services purchased by customers, we should contact them regularly to fully remind them of the risks of products and ask them about their' satisfaction' with our business.
Annual summary of the protection of financial consumers' rights and interests 2 According to the requirements of the notice document issued by the county leading group to crack down on and dispose of illegal fund-raising, the town conscientiously implemented the spirit of the document and actively deployed it. These activities are summarized as follows:
First, attach great importance to it and organize it carefully.
In order to carry out the "3 15 Financial Consumer Rights Day" activity, the town leaders attached great importance to it and organized a publicity meeting on the protection of financial consumer rights on March 18. The meeting arranged the activities of "Financial Consumer Rights Day" during "3. 15" from the aspects of preparation of publicity materials, selection of publicity location, publicity time and publicity form. Through the activities of "rights, responsibilities and risks-advocating rational investment, enjoying profits and taking risks at your own risk", financial consumers are helped to safeguard their rights according to law, and their rights to property security, information, independent choice, fair trade, legal creditor's rights, education, respect and information security are guaranteed.
Second, pay attention to publicity and make a big splash.
Organize credit cooperatives to publicize the main locations of outlets. Through the LED display frequency, the theme of "3. 15 Financial Consumer Rights Day" such as "Advocating rational investment, enjoying benefits and taking risks at your own risk" is scrolled on the electronic screen, and the consultation and complaint telephone number is announced. Set up the "3. 15" publicity area, set up the "3. 15" financial consumption publicity and education activity information desk, and publicize the complaint telephone number in a prominent position. Missionaries distribute publicity materials to the people in their jurisdiction, provide on-site knowledge counseling to the people in the past, popularize information disclosure, marketing prohibition, format clauses and personal information protection to consumers, answer customers' questions, strengthen consumers' risk awareness, guide consumers to legally and rationally safeguard their rights, enhance consumers' awareness and ability to safeguard their rights, and listen to and collect customers' opinions and suggestions extensively.
The "3. 15" activity made consumers understand the rights granted to financial consumers and the responsibilities that financial institutions should perform; Knowing the complaint acceptance channels in our town has effectively strengthened consumers' awareness of risk and legal and rational rights protection, and also improved the service quality of our bank.
Third, the existing problems and suggestions
Although this activity has achieved good results, there are still some problems.
(A lack of understanding of the protection of financial consumers' rights and interests
With the continuous development of financial economy, financial consumption has become an important consumption activity. However, the measures to protect consumers are relatively weak, which leads to some people's lack of awareness and their understanding of the importance of protecting the rights and interests of financial consumers is still very insufficient.
(B) Financial information security publicity is not in place.
Information security publicity in financial industry. With the rapid development of financial informatization, the requirements for information technology are getting higher and higher, and it is more and more difficult to ensure the security of financial information. In the usual work, my town's guidance on information security is still in the primary stage, lacking a complete understanding.
Four. Relevant suggestions and next steps
In the future work, we will continue to promote the protection of financial consumers' rights and interests, establish and improve a long-term working mechanism, continue to raise our own requirements, raise the awareness of rights protection in the town, guide and strengthen the awareness of risks, and further promote the in-depth development of consumer rights and interests protection.
(1) Strengthen the awareness of protecting the rights and interests of financial consumption and improve the service level.
Further strengthen the education and training of the broad masses of cadres and masses, establish the service consciousness of safeguarding the rights and interests of financial consumers, and improve the service level. From the perspective of self-worth and social responsibility, we should attach great importance to the protection of financial consumption rights and interests, so that consumers can enjoy high-quality financial services.
(2) Further improve the system and effectively protect the rights and interests of financial consumers.
Put the protection of consumers' rights and interests into the business management system and business process, further improve various internal control systems, formulate corresponding assessment systems, and realize the all-round management mechanism of the town. In combination with various consumer rights protection activities, all departments, posts and personnel are carefully organized to carry out special self-inspection on the protection of personal financial information. The focus of self-examination includes observing the provisions of laws, regulations, rules and normative documents, and collecting, saving, using and providing personal financial information according to laws and regulations. Through self-examination, the internal authority management of the whole bank is standardized, and the responsibilities are clearly implemented, effectively reducing the risk of financial information being stolen and ensuring that financial information is not leaked and abused.
(3) Intensify publicity and raise public awareness of rights protection.
The education of financial consumption should run through the daily financial activities of financial consumers, increase financial publicity to the public, improve the overall financial level of all citizens, enhance financial knowledge and risk prevention awareness of financial consumers, and enhance their self-protection ability.
Annual summary of the protection of financial consumers' rights and interests 3 In order to further strengthen the education of financial consumers' risk responsibility awareness, guide financial consumers to spend rationally, protect their legitimate rights and interests, and give full play to the important role of Minsheng Bank in improving the public's financial quality, promoting the construction of financial ecology and serving people's lives, on the occasion of "3. 15 Consumer Rights and Interests Protection Day", the business department of Minsheng Bank Head Office took active actions to "power and responsibility"
With the theme of "risk", we used WeChat public platform, 74 business outlets and 132 community branches to publicize and protect consumers' rights and interests, and distributed10.6 million copies of publicity materials, striving to safeguard financial consumers' rights and interests, popularizing financial knowledge and strengthening customers' awareness of risk responsibility.
During the activity, the business department of Minsheng Bank Head Office hung banners and distributed folding pages in the business halls of various outlets, distributed information in crowded areas, answered customers' daily financial consumption questions on the spot, and publicized and popularized financial knowledge.
In the lobby of each business outlet, there is a "public education service area", which contains consumer rights protection publicity materials such as Financial Knowledge Popularization Reader, Banking Service Reader and Consumer Rights Protection Reader for bank employees, which are convenient for customers to use.
Set up an artificial publicity desk for "financial knowledge" in business outlets, actively publicize credit card safety, credit card risk prevention, online banking safe payment and other contents, and provide advice to the public. On the desk of the lobby manager, there is a "charge name" to publicize all kinds of charge price lists and free price lists to customers, and broadcast promotional materials through the TV of outlets to fully inform consumers of their right to know and fair trade.
In order to clarify the service charging standards, the business department of Minsheng Bank Head Office displayed the latest charging standards in the main eye-catching areas of various business outlets, and fully revealed to customers the principles of legal compliance, unified pricing, classified management, consistent quality and price, openness and transparency, and diminishing profits in the process of accepting customer consultation.
In addition, while marketing all kinds of products, the business department of Minsheng Bank Head Office pays more attention to revealing customers' product characteristics, precautions and risks. Especially when selling wealth management products, the wealth management manager will introduce the risks and benefits of wealth management products in detail, clearly inform customers of the means of product risk prevention and control by Minsheng Bank, and recommend the most suitable products to customers according to the risk tolerance of different customers through risk assessment. When selling online banking products, fully inform customers about the use of online banking and safety precautions, and give full tips on the use of U shield and password protection.
Annual Summary of the Protection of Financial Consumers' Rights and Interests 4 According to the spirit of XXX's Opinions on Strengthening the Protection of Financial Consumers in Guangdong Province and XX's Notice on Jointly Launching a Large-scale Public Welfare Publicity Month for Guangdong's Financial Industry to Protect Financial Consumers' Rights and Interests, in order to promote the protection of financial consumers' rights and interests of rural credit cooperatives in our county, maintain financial and social stability in the jurisdiction, create a good and harmonious financial environment, and better serve the real economy and the people, the county association launched the "Publicity Month for Protecting Financial Consumers' Rights and Interests" in the county.
According to the requirements of the county association, our bureau actively carried out publicity activities to protect the rights and interests of financial consumers around the theme of harmonious finance and happy Guangdong. The main contents of the publicity include: knowledge of financial products such as bank cards and online banking, procedures and mechanisms for handling complaints from financial consumers (including complaint handling system, telephone number, departments and specific procedures), and knowledge of RMB anti-counterfeiting.
The following is the basic situation of my publicity activities:
1. According to the requirements of the Associated Press, our hospital has deployed the publicity activities of financial consumers' rights and interests, and established a working group of financial consumers' rights and interests, with President XXX as the team leader and comrades such as XXX as members, which is responsible for the publicity activities of financial consumers' rights and interests in X Hospital, and actively promotes financial knowledge in our hospital, especially for middle-aged and elderly customers and people with low education level. At the same time, our hospital also combines the "hot" issues of current social concern. During the activity, we will focus on publicizing and promoting the convenient and diversified financial services and innovative products provided by rural credit cooperatives in China. On this basis, introduce the current charging policy of rural credit cooperatives to consumers who have reached a certain level of understanding of financial services, guide customers to rationally choose banking services, strengthen risk awareness, and let customers learn the knowledge of financial consumer rights and interests to the maximum extent and understand their own rights and interests.
Second, in terms of publicity, our hospital organized employees to set up on-site publicity, set up a publicity desk at the entrance of business outlets to carry out publicity activities, distribute publicity materials to the masses, publicize business knowledge related to bank cards, online banking and counterfeit money, the complaint handling process of financial consumers, and relevant laws and policies, and closely communicate with the masses. At the same time, the specialized agencies, complaint methods and complaint telephone numbers of consumers are announced in a prominent position in the business hall. And set up a special complaint handling workbench to track the results in depth and accept the supervision of financial consumers. In terms of financial knowledge popularization activities, leaflets such as "Guide to Safe Card Use" were distributed to raise customers' awareness of safe card use.
On the occasion of this publicity activity, our firm will increase the publicity of financial knowledge and consumer rights protection, improve the timeliness, objectivity and comprehensiveness of publicity, create a public opinion atmosphere conducive to promoting the relationship between rural credit cooperatives and financial consumers, and improve the service level of our firm!
Annual summary of financial consumer rights protection 5 pages. The purpose of this activity is to deepen investors' awareness of rights and interests, promote multi-channel communication and service methods, help investors understand their own rights and interests, and steadily respond to various uncertain and unstable factors in the big environment. At the beginning of March, we sent two related articles to our customers through official WeChat, entitled Advocating Investors' Rights and Building a Harmonious Investment Environment (Part I) and Advocating Investors' Rights and Building a Harmonious Investment Environment (Part II). Article 1 summarizes the relevant laws and regulations of the industry, the rights and interests of China Bank members, the qualifications of qualified investors, matters needing attention during the fundraising period, the obligations of private fund managers, risk prevention and other contents, so that investors can understand their own rights and interests and relevant industry norms in multiple dimensions and provide reference for the subsequent financial investment behavior. The last part discusses what innovative measures can create a harmonious and stable investment environment for investors, and briefly expounds the relevant powerful measures taken by industry regulators in this regard and various self-discipline mechanisms and service systems established by our company to protect customers' rights and interests.
In response to the arrival of "March 15" International Consumer Rights Day, adhering to the concept of sincere service, the activity of "March 15 Answering the Investor Rights Hotline" was specially launched. The release of pre-heating SMS and official micro-notice has made customers make an appointment in advance, so on March 15, * * * received more than 50 calls from customers. Since 9: 08 in the morning, the six hotline seats in the customer service center have been ringing all the time, and the bell is crisp and pleasant, and it is harmonious. Enthusiastic calls from customers, real answers from the seats, and constant exchange of ideas and feelings. Among them, there are inquiries about product net value and product investment; Consulting the company's strategy, disclosure methods, etc., we have made corresponding answers and informed the relevant information inquiry channels. At the same time, in the face of some customers' high-quality suggestions, we will also adopt them humbly and immediately formulate targeted improvement plans. I hope that in the near future, we can let customers see many obvious changes, and this change comes from your valuable suggestions. In addition, what makes us most gratified is that a customer called and said that he benefited a lot from the two articles pushed by the official Weibo, which not only increased his knowledge of rights and interests in financial management, but also learned about our comprehensive and efficient service model.
The "3 15" customer rights day in sea silver wealth has been successfully concluded. Thank you for your trust and affirmation, and for your support and understanding! New and old customers are also very welcome to call to know the latest progress and constantly updated service methods of our bank! We will also release information or content in a timely manner through various channels. At the same time, join hands with the top teams in the industry to establish a continuous cooperative relationship, constantly upgrade themselves, and protect investors with a more professional and rigorous attitude!
Following the "3 15" Customer Rights Day, we will launch a series of similar activities to enhance customers' sense of ownership, enhance customer experience and create a comfortable, caring and reassuring investment atmosphere for customers. At the same time, we also hope that more customers can participate, because the growth of Hai Yin can not be separated from your support, your encouragement and your sincere "voice"! We will continue to give full play to our own advantages, integrate high-quality resources, establish and improve the service mechanism, and strive to provide the best financial services to our customers in Hai Yin!
Annual summary of the protection of financial consumers' rights and interests In June and March, our department held 3. 15 Consumer Rights and Interests Day, and the preliminary planning, venue layout, PPT display of consumer rights and interests and video playback were all ready. Due to the price increase at that time, the price of all vegetables in the canteen rose, which met the requirements of 3. 15 consumer rights protection, but did not meet the purpose and significance of 3. 15 consumer rights protection day, and was temporarily cancelled by the teacher. I still feel a little sorry for this result, after all, so much has been done in the early stage of the activity. Also, it was the first time that I personally coordinated and planned an activity.
Plan an inspirational evening for athletes in April and write a plan. An inspirational party for athletes was held in the middle of the year, which ended successfully. In the second part of the party (after the teacher left), some students left the party. The next activities should try to avoid students, so we should improve the quality of the program and arrange the party time. Arrange the personnel in advance when arranging the party site. The smooth holding of the whole party is inseparable from the concerted efforts of Qi Xin's Qi Xin. During athletes' training, members of our department are not afraid of hard work, attend training on time and obey organizational arrangements.
In May, our department held a commendation meeting for athletes, and our propaganda department was responsible for material procurement. The minister arranged the work of our staff in advance, said the matters needing attention, and the purchase was completed soon. In the mental health festival, our propaganda department discussed the contents and forms of posters with members of Xintiandi community. * * * Four posters were designed for the teachers in the department to choose three to take part in the competition. Perhaps because of the shortage of staff and time, we were at a disadvantage in this competition, but the results were still considerable, ranking fifth. I hope everyone will work harder in the future and strive for good results in the next mental health poster exhibition!
In June, we do our final homework. And assist the ministries to complete their work. The work of the propaganda department is more of an aid to other departments, equivalent to behind-the-scenes workers. However, the sudden "commemoration of the anniversary of the founding of the Party" series of activities has made teachers and students who are actively preparing for the exam busy again. There is one thing we can't do about the management of posters. The poster board in Building D is often easily covered by advertisements, and the posters in the lobby are torn off for no reason. Wash the child, paint box and clean the table after the poster. Take photos in time after the poster is released.
;