Chinanews.com, July 12th. Recently, the Consumer Protection Bureau of China Banking and Insurance Regulatory Commission issued Circular No. 12 of 2021, "Notice on Consumer Complaints in the First Quarter of 2021" (hereinafter referred to as the "Notice"). Consumer complaints received and forwarded by the China Banking and Insurance Regulatory Commission and its dispatched agencies.
The "Notice" pointed out that in the first quarter of 2021, the China Banking and Insurance Regulatory Commission and its dispatched offices received and transmitted 78,414 consumer complaints from the banking industry, an increase of 2.9% from the previous quarter.
Among them, there were 25091 cases involving large state-owned commercial banks, a decrease of 3.0% from the previous month, accounting for 32.0% of the total number of complaints; 32,599 cases of joint-stock commercial banks, an increase of 2.4% from the previous month, accounting for 41.6% of the total number of complaints; 358 cases of foreign-funded corporate banks, a decrease from the previous month 4.3%, accounting for 0.5% of the total number of complaints; 7826 urban commercial banks (including private banks), a decrease of 5.7% month-on-month, accounting for 10.0% of the total number of complaints; 4498 cases of rural small and medium-sized financial institutions, an increase of 36.1% month-on-month, accounting for the total number of complaints 5.7% of the total amount; 8042 other banking financial institutions, an increase of 23.3% month-on-month, accounting for 10.3% of the total number of complaints.
The "Notice" pointed out that the median number of complaints from large state-owned commercial banks was 3,952.5.
The number of complaints from Industrial and Commercial Bank of China, Agricultural Bank of China and Postal Savings Bank of China ranks among the top three large state-owned commercial banks.
The median number of complaints from joint-stock commercial banks was 3391.
China Merchants Bank, Shanghai Pudong Development Bank, and China CITIC Bank ranked the top three joint-stock commercial banks in terms of complaints.
The median number of complaints from foreign-funded corporate banks was 4.
The Bank of East Asia ranks first in the number of foreign corporate banks in terms of complaints.
The "Notice" pointed out that the median number of complaints per 1,000 business outlets of large state-owned commercial banks was 293.5 cases per 1,000 business outlets, and the median number of complaints per tens of millions of individual customers was 68.7 cases per tens of millions of individual customers.
The average number of complaints per 1,000 business outlets of Bank of Communications ranks first among large state-owned commercial banks, and the average number of complaints per 10 million individual customers of Bank of Communications ranks first among large state-owned commercial banks.
The median of the average number of complaints per 1,000 business outlets of joint-stock commercial banks was 2109.7 per 1,000 business outlets, and the median of the average number of complaints per million individual customers was 326.9 per tens of millions of individual customers.
Ping An Bank, China CITIC Bank, and Shanghai Pudong Development Bank rank among the top three joint-stock commercial banks in terms of average complaints per 1,000 business outlets, and Hengfeng Bank, Industrial Bank, and Hua Xia Bank rank among the top three joint-stock commercial banks in terms of average complaints per 10 million individual customers. Bit.
The median number of complaints per 1,000 business outlets of foreign-funded corporate banks was 184.2 cases per 1,000 business outlets, and the median number of complaints per 1,000 business outlets was 398.7 cases per tens of millions of individual customers.
Citibank ranks first in the number of complaints per 1,000 business outlets of foreign corporate banks, and HSBC ranks first in the number of foreign corporate banks in terms of complaints per tens of millions of individual customers.
The "Notice" pointed out that in the first quarter of 2021, there were 42,315 complaints related to credit card business, a decrease of 5.2% from the previous quarter, accounting for 54.0% of the total number of complaints.
Among the complaints involving large state-owned commercial banks, there were 12,522 complaints about credit card business, a decrease of 16.8% from the previous month, accounting for 49.9% of the total complaints of large state-owned commercial banks; among the complaints involving joint-stock commercial banks, there were 26,819 credit card business complaints, an increase from the previous month. 0.1%, accounting for 82.3% of the total number of complaints from joint-stock commercial banks; among the complaints involving foreign-funded corporate banks, there were 270 complaints about credit card business, a month-on-month decrease of 10.0%, accounting for 75.4% of the total number of complaints from foreign-funded corporate banks.
The number of credit card business complaints from Industrial and Commercial Bank of China, Bank of Communications, and Agricultural Bank ranks among the top three large state-owned commercial banks.
China Merchants Bank, China CITIC Bank, and Shanghai Pudong Development Bank ranked the top three joint-stock commercial banks in terms of credit card business complaints.
The number of complaints concerning the credit card business of the Bank of East Asia ranks first among foreign-funded banks.
In the first quarter of 2021, among the consumer complaints received and forwarded by the China Banking and Insurance Regulatory Commission and its dispatched agencies, 20,563 complaints related to personal loan business were received, representing a month-on-month increase of 13.6% and accounting for 26.2% of the total number of complaints.
Among the complaints concerning large state-owned commercial banks, there were 3872 personal loan business complaints, an increase of 13.7% from the previous month, accounting for 15.4% of the total number of complaints from large state-owned commercial banks; among the complaints involving joint-stock commercial banks, there were 2,996 personal loan business complaints. The month-on-month increase was 13.9%, accounting for 9.2% of the total number of complaints from joint-stock commercial banks. Among the complaints involving foreign-funded corporate banks, there were 31 personal loan business complaints, a decrease of 11.4% from the previous month, and accounting for 8.7% of the total number of complaints from foreign-funded corporate banks.
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 and China Everbright Bank ranked the top two joint-stock commercial banks in terms of personal loan business complaints.
Standard Chartered Bank ranks first in the number of complaints regarding the personal loan business of foreign-funded banks.
In the first quarter of 2021, among the banking consumer complaints received and forwarded by the China Banking and Insurance Regulatory Commission and its dispatched agencies, 4,510 complaints related to wealth management business were received, an increase of 35.1% from the previous quarter, accounting for 5.8% of the total number of complaints. Among the complaints concerning large state-owned commercial banks, there were 2,926 complaints about wealth management business, a 62.4% increase from the previous month, accounting for 11.7% of the total number of complaints about large state-owned commercial banks; among the complaints involving joint-stock commercial banks, there were 899 complaints about wealth management business. The quarter-on-quarter increase was 17.2%, accounting for 2.8% of the total number of complaints from joint-stock commercial banks. 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.