2015年11月13日，國務(wù)院辦公廳發(fā)布了《關(guān)于加強金融消費者權(quán)益保護工作的指導(dǎo)意見》，明確了金融機構(gòu)消費者權(quán)益保護工作的行為規(guī)范，要求金融機構(gòu)充分尊重并自覺保障金融消費者的財產(chǎn)安全權(quán)、知情權(quán)、自主選擇權(quán)、公平交易權(quán)、受教育權(quán)、信息安全權(quán)等基本權(quán)利，依法、合規(guī)開展經(jīng)營活動，這是首次從國家層面對金融消費者權(quán)益保護進(jìn)行具體規(guī)定，強調(diào)保障金融消費者的八項權(quán)利。

On November 13, 2015, the General Office of the State Council of the People's Republic of China issued Guiding Opinions on Strengthening the Protection of Financial Consumers' Rights and Interests, which specified the behavioral norms for financial institutions to protect consumers' rights and interests. Financial institutions are required to fully respect and consciously protect financial consumers' right of property safety, right of information, right of choice, right of fair trade, right of claim according to the law, right to education, right to be respected, and right of information safety,among others, and carry out business activities by law. These opinions make the first national-level specific provisions for protecting financial consumers' rights,emphasizing the protection of eight rights of financial consumer.

保障金融消費者財產(chǎn)安全權(quán)

Protecting financial consumers' right of Property Safety

金融機構(gòu)應(yīng)當(dāng)依法保障金融消費者在購買金融產(chǎn)品和接受金融服務(wù)過程中的財產(chǎn)安全。金融機構(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)分機構(gòu)自身資產(chǎn)與客戶資產(chǎn)，不得挪用、占用客戶資金。

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.

保障金融消費者知情權(quán)

Protecting financial consumers' right of Information

金融機構(gòu)應(yīng)當(dāng)以通俗易懂的語言，及時、真實、準(zhǔn)確、全面地向金融消費者披露可能影響其決策的信息，充分提示風(fēng)險，不得發(fā)布夸大產(chǎn)品收益、掩飾產(chǎn)品風(fēng)險等欺詐信息，不得作虛假或引人誤解的宣傳。

Financial institutions shall use simple and easy-to-understand

language to timely disclose to financial consumers the

all-round true and accurate information which may affect

their decisions, and provide adequate risk warnings, and shall

not publish the deceptive information that exaggerates return

on products and conceals product risks, or conduct false or

misleading publicity.

保障金融消費者自主選擇權(quán)

Protecting financial consumers' right of Choice

金融機構(gòu)應(yīng)當(dāng)在法律法規(guī)和監(jiān)管規(guī)定允許范圍內(nèi)，充分尊重金融消費者的意愿，由消費者自主選擇、自行決定是否購買金融產(chǎn)品或接受金融服務(wù),不得強買強賣，不得違背金融消費者意愿搭售產(chǎn)品和服務(wù)，不得附加其他不合理條件，不得采

用引人誤解的手段誘使金融消費者購買其他產(chǎn)品。

Financial institutions shall , within the scope permitted by laws and regulations and regulatory provisions, fully respect the freedom of financial consumers, letting them to choose and decide at their sole discretion whether to purchase financial products or accept financial services, and shall not force purchase or sale, or tie products or services contrary to the willingness of financial consumers, or impose other unreasonable conditions, or take misleading measures to induce financial consumers' purchase of other products.

保障金融消費者公平交易權(quán)

Protecting financial consumers' right of Fair Trade

金融機構(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者責(zé)任、限制或者排除金融消費者的合法權(quán)利，不得限制金融消費者尋求法律救濟途徑，不得減輕、免除本機構(gòu)損害金融消費者合法權(quán)益應(yīng)當(dāng)承擔(dān)的民事責(zé)任。Financial institutions shall not impose unfair transaction conditions,or increase responsibilities of financial consumers or limit or preclude legitimate rights of financial consumers in a standard contract, or restrict financial consumers from seeking legal remedies, or reduce or exempt their civil liability arising from jeopardizing the legitimate rights and interests of financial consumers.

保障金融消費者依法求償權(quán)

Protecting financial consumers' right of Claim According To The Law

金融機構(gòu)應(yīng)當(dāng)切實履行金融消費者投訴處理主體責(zé)任，在機構(gòu)內(nèi)部建立多層級投訴處理機制，完善投訴處理程序，建立投訴辦理情況查詢系統(tǒng)，提高金融消費者投訴處理質(zhì)量和效率，接受社會監(jiān)督。

Financial institutions shall fully perform their responsibilities in dealing with complaints from financial consumers, establish a multilevel internal handling mechanism for complaints. improve complaint handling procedures. set up a system for inquiring complaint handling progress. improve the quality and efficiency of the handling of the complaints from financial consumers, and accept social supervision.

保障金融消費者受教育權(quán)

Protecting financial consumers' right of Consumer Education

金融機構(gòu)應(yīng)當(dāng)進(jìn)一步強化金融消費者教育，積極組織或參與金融知識普及活動，開展廣泛、持續(xù)的日常性金融消費者教育，幫助金融消費者提高對金融產(chǎn)品和服務(wù)的認(rèn)知能力及自我保護能力，提升金融消費者金融素養(yǎng)和誠實守信意識。

Financial institutions shall further strengthen the training for financial consumers, actively organize or participate in financial knowledge promotion activities, launch extensive and long-standing routine training for financial consumers, and help financial consumers to improve their cognition of financial products and services as well as self-protection ability to improve financial consumers' financial literacy and awareness of integrity.

保障金融消費者受尊重權(quán)

Protecting financial consumers' right of Respected

金融機構(gòu)應(yīng)當(dāng)尊重金融消費者的人格尊嚴(yán)和民族風(fēng)俗習(xí)慣，不得因金融消費者性別、年齡、種族、民族或國籍等不同進(jìn)行歧視性差別對待。

Financial institutions shall respect the human dignity and local customs and habits of financial consumers, and shall not discriminate against financial consumers on grounds of sex, age, race, or ethnic or national origin.

保障金融消費者信息安全權(quán)

Protecting financial consumers' right of Information Safety

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

Financial institutions shall take effective measures to strengthen the management of third-party partners by clarifying the rights and obligations of both parties and strictly preventing and controlling the risk of information disclosure by financial consumers to protect the information security of financial.