On April 15, the Consumer Protection Bureau of the China Banking and Insurance Regulatory Commission issued the “Notice on Consumer Complaints in the Fourth Quarter of 2020” (hereinafter referred to as the “Notice”), which notified the banking industry that the China Banking and Insurance Regulatory Commission and its dispatched agencies received and transferred. Consumer complaints.
The “Notice” pointed out that in the fourth quarter of 2020, the China Banking and Insurance Regulatory Commission and its dispatched offices received and forwarded 76,224 consumer complaints from the banking industry, a decrease of 10.4% from the previous quarter.
Among them, there were 25,873 cases involving large state-owned commercial banks, a decrease of 5.2% from the previous month, accounting for 33.9% of the total number of complaints; 31,849 cases of joint-stock commercial banks, a decrease of 15.0% from the previous month, accounting for 41.8% of the total number of complaints.
The “Notice” stated that the median number of complaints from large state-owned commercial banks was 4376. The number of complaints from China Construction Bank and Industrial and Commercial Bank of China ranks among the top two large state-owned commercial banks.
The median number of complaints from joint-stock commercial banks was 2,959. China Merchants Bank, Ping An Bank, and China CITIC Bank ranked the top three joint-stock commercial banks in terms of complaints.
In terms of the number of complaints, the Bank of Communications ranked first in the number of large state-owned commercial banks in terms of complaints per 1,000 business outlets, and the Bank of Communications ranked first in the number of large state-owned commercial banks in terms of complaints per tens of millions of individual customers. Ping An Bank ranks first in the number of joint-stock commercial banks in terms of complaints per 1,000 business outlets, and Hua Xia Bank, Industrial Bank, and Ping An Bank ranks among the top three joint-stock commercial banks in terms of complaints per tens of millions of individual customers.
In addition, in the fourth quarter of 2020, there were 44,621 complaints involving credit card business, a decrease of 7.8% from the previous quarter, accounting for 58.5% of the total number of complaints.
Among the complaints involving large state-owned commercial banks, there were 15,043 complaints about credit card business, a month-on-month increase of 2.8%, accounting for 58.1% of the total complaints of large state-owned commercial banks; among the complaints involving joint-stock commercial banks, there were 26,800 credit card business complaints, a decrease from the previous month. 13.2%, accounting for 84.1% of the total number of complaints from joint-stock commercial banks.
The number of credit card business complaints from China Construction Bank and Bank of Communications ranks among the top two large state-owned commercial banks. China Merchants Bank, China CITIC Bank, and Ping An Bank ranked the top three joint-stock commercial banks in terms of credit card business complaints.
There were 18,102 complaints involving personal loan business, a decrease of 10.5% from the previous month, accounting for 23.7% of the total number of complaints. The personal loan business complaints of Industrial and Commercial Bank of China and Agricultural Bank of China rank among the top two large state-owned commercial banks. Ping An Bank ranked first in the number of joint-stock commercial banks in terms of complaints regarding personal loan business.
In the fourth quarter of 2020, there were 3338 complaints involving wealth management businesses, a decrease of 23.0% from the previous quarter, accounting for 4.4% of the total number of complaints. Postal Savings Bank of China ranked first in the number of large state-owned commercial banks in terms of complaints concerning wealth management services. Ping An Bank, China Merchants Bank, and Shanghai Pudong Development Bank ranked the top three joint-stock commercial banks in terms of complaints about wealth management services.
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