为维护公平公正的金融市场环境，切实保护银行业保险业消费者合法权益，促进行业高质量健康发展，原银保监会制定并发布了《银行保险机构消费者权益保护管理办法》，要求银行保险机构充分尊重并自觉保障金融消费者的知情权、自主选择权、公平交易权、财产安全权、依法求偿权、受教育权、受尊重权、信息安全权等八项基本权利。
To maintain a fair and equitable financial market environment, effectively protect the legitimate rights and interests of banking and insurance consumers, and promote high-quality and healthy development of the industry, the former China Banking and Insurance Regulatory Commission (CBIRC) formulated and issued the Rule on Consumer Rights Protection of Banking and Insurance Institutions. These rules require banking and insurance institutions to fully respect and consciously safeguard the eight basic rights of financial consumers: the right to know, the right of independent choice, the right to fair trade, the right to property security, the right to claim compensation in accordance with the law, the right to education, the right to be respected, and the right to information security.
1.保障金融消费者财产安全权 Protecting Consumers’ Right to Property Security
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，建立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。
Financial institutions shall, according to the law, safeguard the property of financial consumers during the purchase of financial products and the receipt of financial services. They shall operate prudently, establish strict internal control measures and scientific monitoring means, strictly separate their own assets from those of their own clients, and must not misappropriate or occupyclients’ money.
2.保障金融消费者知情权 Protecting Consumers’ Right to Know
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，不得做虚假、引人误解的宣传。
Financial institutions shall disclose information that may affect financial consumers’ decision-making in a timely, truthful, accurate, and comprehensive manner using easily understandable language. They must fully disclose risks, and must not release fraudulent information that exaggerates product returns or conceals product risks, nor may they engage in false or misleading promotions.
3.保障金融消费者自主选择权 Protecting Consumers’ Right to Choose Independently
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，或不得附加其他不合理的条件，不得采用引人误解的手段诱使金融消费者购买其他产品。
Within the scope permitted by laws,regulations, and supervisory provisions,financial institutions shall fully respect the wishes of financial consumers, allowing them to decide whether to purchase financial products or receive financial services independently. They must not force transactions, bundle products or services against consumers’ wishes, impose other unreasonable conditions, or use misleading tactics to induce the purchase of additional products.
4.保障金融消费者公平交易权 Protecting Consumers’ Right to Fair Trading
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、限制或者排除其合法权利，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。
Financial institutions must not set trading conditions that violate the principle of fairness, increase financial consumers’ responsibilities, restrict/exclude their legitimate rights in standard contracts. Further, financial institutions must not restrict financial consumers from seeking legal remedies, nor relieve themselves of civil liabilities for harming financial consumers’ legitimate rights and interests.
5.保障金融消费者依法求偿权 Protecting Consumers’ Right to Claim Compensation According to the Law
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。
Financial institutions shall effectively fulfill their primary responsibility for handling financial consumer complaints by establishing a multi-level complaint handling mechanism, improving relevant procedures, implementing an
inquiry system for checking complaints’ status, improving overall complaint handling quality, and accepting social supervision.
6.保障金融消费者受教育权Protecting Consumers’ Right to Education
金融机构应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。
Financial institutions shall further strengthen financial consumer education by actively organizing or participating in financial knowledge campaigns and carrying out extensive, and ongoing education efforts to help financial consumers improve their cognitive and self-protection abilities regarding financial products and services, as well as enhance their financial literacy and
sense of honesty and trustworthiness.
7.保障金融消费者受尊重权 Protecting Consumers’ Right to Be Respected
金融机构应尊重金融消费者的人格尊严和民族风俗习惯，不得因金融消费者的性别、年龄、种族、民族或国籍等不同而进行歧视性差别对待。
Financial institutions shall respect the human dignity and cultural customs of financial consumers and must not engage in discriminatory treatment based on factors such as gender, age, race, ethnicity, or nationality.
8.保障金融消费者信息安全权 Protecting Consumers’ Right to Information Security
金融机构应当采取有效措施加强对第三方合作机构管理，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。
To effectively safeguard information security,financial institutions shall implement measures to strengthen the management of third-party cooperative institutions, clarify mutual rights and obligations, and strictly prevent the leakage of financial consumer information.
来源：富德生命人寿深圳分公司