Consumer complaints in the banking and insurance industry refer to the acts of consumers who have disputes with banking and insurance institutions or their employees and claim their civil rights and interests to institutions when purchasing banking and insurance products or receiving relevant services. In recent years, the China Banking and Insurance Regulatory Commission has continuously improved the consumer complaint handling mechanism, unblocked the consumer complaint channels, compacted the main responsibility of complaint handling of banking and insurance institutions, continuously improved the efficiency of industrial complaint handling, and continuously improved consumers' satisfaction with complaint handling. The way of complaint is more convenient. Regulatory authorities in various areas have been enriching the way of consumer complaints within the jurisdiction, covering the original insurance consumer complaints hotline 12378 to banking business, and urging the agency to simplify the customer service hotline to transfer complaints steps, to enable consumers to enter the channels of artificial complaints more quickly, and to add complaints to the official website, mobile clients, WeChat official account and other platforms, so as to realize the diversification of online rights protection channels. The situation of "treating head pain and foot pain" in complaint handling has been improved. The China Banking and Insurance Regulatory Commission (CIRC) will promote the banking and insurance institutions to establish and improve the traceability and rectification mechanism, find out the causes of complaints in time through the handling of complaint cases, improve product design and improve service level. Regulatory accountability is stronger. The regulatory authorities shall report the complaints of banking and insurance institutions on a quarterly basis, and include the handling of consumer complaints by institutions in the annual regulatory evaluation of consumer rights and interests protection. For example, Beijing Banking and Insurance Regulatory Bureau requires that the traceability rectification, accountability and diversified solution of complaints be included in the comprehensive performance appraisal index system of the institution, which is linked to the salary distribution and job promotion of relevant personnel. At the beginning of 2020, the administrative measures for handling consumer complaints in the banking and insurance industry issued by the CBRC unified the regulatory rules for handling consumer complaints in the banking and insurance industry, not only absorbed the mature practices of the former CBRC and the former CIRC, but also introduced new measures such as simplifying acceptance procedures, strengthening investment complaint verification, increasing supervision and accountability. From the data, the number of complaints has continued to grow in recent years. In 2021, there were 78414 consumer complaints received and transmitted by the CBRC and its dispatched offices to the banking industry in the first quarter, an increase of 2.9% month on month; 2、 In the third quarter, there were 84424 and 87281 pieces respectively, with a year-on-year increase of 25.5% and 2.6% respectively; Among the consumer complaints received and transmitted by insurance companies, the number in the first three quarters was 37892, 47005 and 40649 respectively, an increase compared with the same period in 2020. "One of the important reasons for the increase in the number of complaints is that with the development of the economy, the number of bank and insurance consumers is gradually expanding, and the number of complainants is increasing; the second is that consumers' financial literacy and awareness of safeguarding their rights are further improved, and they know better how to safeguard their legitimate rights and interests through standardized channels; the third is that the complaint channels are continuously enriched and further unblocked, and the" No. 1 dial "makes it easier for consumers to express their demands Convenient, the cost of safeguarding rights is reduced, and the will will will be stronger. " Analysis by Wang Ziyang, head of Beijing Branch of China Banking and Insurance Regulatory Commission 12378 bank insurance consumer complaint and rights protection hotline. According to Wang Ziyang, in recent years, complaints have shown a trend of diversification and complexity, indicating that the products and services of the banking and insurance industry are increasingly rich and more subdivided, which is the embodiment of the high-quality development of the industry. "Timely feedback of complaints is to remind financial institutions to tighten the string of standardized development at the same time of making excellent products and large-scale, fully consider and respect the reasonable demands of consumers, and constantly consolidate the foundation of development." (outlook new era)