金融消费者八大权利【双语版】

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

Ensuring the Eight Fundamental Rights of Financial Consumers and

 Safeguarding Their Legitimate Rights and Interests Effectively

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。

Guiding Opinions on Strengthening the Protection of Financial Consumers’ Rights and Interests and Administrative Measures on the Protection of Consumer Rights and Interests of Banks and Insurance Institutions ,which were issued by General Office of the State Council of the People’s Republic of China on November 13, 2015 and National Administration of Financial Regulation on March 1,2023 separately specify the behavioral norms for financial institutions to protect consumers’ rights and interests. Financial institutions are required to fully respect and consciously safeguard financial consumers’ basic rights, including right of property safety, right to access information, right of choice, right to fair trade, right of claim according to the law, right to education,right to be respected and right of 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。

1. Protecting financial consumers’ right of property safety. Financial institutions shall guarantee the property safety of financial consumers in the process of purchase of financial products and acceptance of financial services. Financial institutions shall conduct business operation in a prudent manner, take strict internal control measures and scientific technical monitoring means, and strictly distinguish assets of institutions and assets of clients, and shall not misappropriate or occupy capital of clients.

（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。

2. Protecting financial consumers' right to access information. Financial institutions shall disclose information promptly, truthfully, accurately, and comprehensively in clear and understandable language. This includes informing financial consumers about potential impacts on their decisions, fully disclosing risks, and refraining from disseminating fraudulent information such as exaggerated product benefits or concealed risks, as well as avoiding misleading or deceptive advertising.

（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。

3. Protecting financial consumers’ right of choice. Financial institutions shall fully respect the will of financial consumers within the scope allowed by laws, regulations, and supervisory provisions. Consumers shall have the right to choose and decide whether to purchase financial products or accept financial services. Institutions shall not engage in coercive sales tactics, cross-selling products and services against consumers’ wishes, attaching unreasonable conditions, or using misleading methods to induce financial consumers to purchase additional products.

（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。

4. Protecting financial consumers’ right to fair trade. Financial institutions shall not establish transaction terms that contravene principles of fairness. They shall not increase the responsibilities of financial consumers, restrict or exclude their legitimate rights and interests, impede financial consumers’ access to legal remedies, or mitigate and absolve themselves from civil liabilities for damages that should rightfully compensate financial consumers’ legitimate rights and interests in standard contracts.

（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。

5. Protecting financial consumers’ right of claim according to the law. Financial institutions shall diligently fulfill their role as primary entities for handling complaints from financial consumers. They shall establish multi-level complaint handling mechanisms internally, enhance complaint handling procedures, establish systems for tracking complaint resolution status, improve the quality and efficiency of handling financial consumers complaints, and be subject to public scrutiny.

（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。

6. Protecting financial consumers’ right to education. Financial institutions shall further strengthen education for financial consumers by actively organizing or participating in financial literacy initiatives. This includes conducting broad and continuous educational activities aimed at enhancing financial consumers’ understanding and self-protection capabilities concerning financial products and services, as well as fostering financial literacy and promoting a sense of integrity and trustworthiness among financial consumers.

（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。

7. Protecting financial consumers’ right to be respected. Financial institutions shall respect the personal dignity and cultural customs of financial consumers and shall not engage in discriminatory treatment based on factors such as gender, age, race, ethnicity, or nationality.

（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。

8. Protecting financial consumers’ right of information safety. Financial institutions shall take effective measures to enhance the management of third-party partners, clarify rights and obligations, rigorously control the risk of information leakage, and safeguard the information security of financial consumers.