保障金融消费者八项基本权利

保障金融消费者八项基本权利

切实维护金融消费者的合法权益

2015年11月13日由国务院办公厅发布的《关于加强金融消费者权益保护工作的指导意见》，以及2023年3月1日由国家金融监督管理总局发布的《银行保险机构消费者权益保护管理办法》，均对金融机构消费者权益保护工作进行了行为规范，并且明确要求金融机构应充分尊重并自觉保障金融消费者八项基本权利，分别是财产安全权、知情权、自主选择权、公平交易权、依法求偿权、受教育权、受尊重权、信息安全权。

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）保障金融消费者财产安全权。金融机构应当依法保障金融消费者在购买金融产品和接受金融服务过程中的财产安全。金融机构应当审慎经营，采取严格的内控措施和科学的技术监控手段，严格区分机构自身资产与客户资产，不得挪用、占用客户资金。

（二）保障金融消费者知情权。金融机构应当以通俗易懂的语言，及时、真实、准确、全面地向金融消费者披露可能影响其决策的信息，充分提示风险，不得发布夸大产品收益、掩饰产品风险等欺诈信息，不得作虚假或引人误解的宣传。

(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）保障金融消费者自主选择权。金融机构应当在法律法规和监管规定允许范围内，充分尊重金融消费者意愿，由消费者自主选择、自行决定是否购买金融产品或接受金融服务，不得强买强卖，不得违背金融消费者意愿搭售产品和服务，不得附加其他不合理条件，不得采用引人误解的手段诱使金融消费者购买其他产品。

（四）保障金融消费者公平交易权。金融机构不得设置违反公平原则的交易条件，在格式合同中不得加重金融消费者责任、限制或者排除金融消费者合法权利，不得限制金融消费者寻求法律救济途径，不得减轻、免除本机构损害金融消费者合法权益应当承担的民事责任。

(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）保障金融消费者依法求偿权。金融机构应当切实履行金融消费者投诉处理主体责任，在机构内部建立多层级投诉处理机制，完善投诉处理程序，建立投诉办理情况查询系统，提高金融消费者投诉处理质量和效率，接受社会监督。

（六）保障金融消费者受教育权。金融机构应当进一步强化金融消费者教育，积极组织或参与金融知识普及活动，开展广泛、持续的日常性金融消费者教育，帮助金融消费者提高对金融产品和服务的认知能力及自我保护能力，提升金融消费者金融素养和诚实守信意识。

(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）保障金融消费者受尊重权。金融机构应当尊重金融消费者的人格尊严和民族风俗习惯，不得因金融消费者性别、年龄、种族、民族或国籍等不同进行歧视性差别对待。

（八）保障金融消费者信息安全权。金融机构应当采取有效措施加强对第三方合作机构的管理，明确双方权利义务关系，严格防控金融消费者信息泄露风险，保障金融消费者信息安全。

(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.