2011年3月，世界银行公布了《金融消费者保护的良好经验建议（草案）》（以下简称《良好经验建议》），这是一份不具有法律约束力的倡议性文件，共包括39条基本建议。该文件是在世界银行对几十个国家金融消费者保护实践的研究和评估基础上形成的。

In march of 2011,The world bank announced[Financial consumer protection good experience suggest(draft)](Hereinafter referred to as[Good experience suggest]),This is a legally binding initiative sex file,Article 39 includes basic advice.The file is in the world bank to dozens of countries financial consumer protection practice of research and evaluation, formed on the basis of.

　　2011年10月，G20巴黎峰会通过了经济合作与发展组织（以下简称经合组织）牵头起草的《金融消费者保护高级原则》（以下简称《高级原则》），该文件包括十项对于银行、保险、证券以及其他金融行业具有普适性，且不具有约束力的内容。该文件所展示的金融消费者保护原则和《良好经验建议》揭示的原则大致相同，所以本文对两者进行综合研究，并提出这些原则对我国金融消费者保护的几点启示。

In October 2011,G20 summit in Paris by the organization for economic cooperation and development(Hereinafter referred to as the oecd)Lead drafting[Financial consumer protection advanced principles](Hereinafter referred to as[Senior principle]),This file includes ten to a bank/insurance/Securities and other financial industries have universality,And not binding content.This document shows the financial consumer protection principle and[Good experience suggest]The principle of reveals roughly the same,So in this paper, two carry on comprehensive research,And puts forward the principles to our country financial consumer protection several enlightenment.

　　金融消费者保护的六项基本原则

Financial consumer protection of the six basic principles

　　第一，对金融消费者协作保护的原则。《良好经验建议》提出，应由多个机构共同协作，建立金融消费者的保护体系：其一，制定金融消费者保护规则的机构；其二，执行规则的金融消费者保护机构；其三，对金融机构进行监管的其他机构。除金融消费者保护机构外，金融机构还接受其他金融监管机构的监管，这些机构及其监管包括但不限于金融机构的行业监管部门对金融机构及其活动的审慎性监管；其四，金融消费纠纷解决机构。司法机构是这些金融消费纠纷的最终解决者。在司法解决之前，可以考虑通过金融机构、金融消费者保护机构、替代争端解决机构等，使纠纷得以高效、低成本的解决。其五，媒体和消费者保护协会等的促进作用。

The first,On the financial consumers cooperation protection principle.[Good experience suggest]Put forward,By many institutions should work together,To establish financial consumer protection system:one,Make financial consumer protection rules of the mechanism;The second,Implement rules of the financial consumer protection agency;thirdly,On the financial institutions supervision of other organizations.In addition to the financial consumer protection agency,Financial institutions also accept other financial regulatory supervision,These institutions and their supervision including, but not limited to, financial institutions industry supervision department of financial institutions and their activities of the prudential supervision;its,Financial consumption dispute resolution mechanism.The judiciary is these financial consumption dispute final solver.In judicial resolved,Can consider through the financial institutions/Financial consumer protection agency/Alternative dispute settlement mechanism, etc,Make disputes can be efficient/Low cost solution.five,The media and consumer protection association role.

　　《高级原则》提出，要建立法律、规制与监管框架：其一，建立与本国金融环境、国际市场和监管水平适应的金融消费者保护法律、规制与监管框架；其二，建立强有力的法律、司法和监督体系保护金融消费者；其三，对金融机构进行适度监管；其四，鼓励行业和消费者组织、职业团体、研究团体等非政府组织参与金融消费者保护。综上，两个文件都强调了对金融消费者协作保护的原则。

[Senior principle]Put forward,To establish the legal/Regulation and regulatory framework:one,Establishment and domestic financial environment/The international market and regulatory level to adapt to the financial consumer protection laws/Regulation and regulatory framework;The second,To build a strong law/The judicial and the supervision system to protect the financial consumers;thirdly,Financial institutions to moderate supervision;its,Encourage industry and consumer group/Occupational groups/Research groups and other non-governmental organizations to participate in financial consumer protection.In conclusion,Two files are emphasized on the financial consumers cooperation protection principle.

　　第二，对金融消费者倾斜性保护的原则。由于金融消费者处于弱势地位，因此，金融消费者保护的方式之一就是对金融消费者的倾斜性保护，提高金融消费者的话语权和谈判权，实现金融消费者和金融机构实力的相对平衡。《良好经验建议》提出六项倾斜性保护的产品销售规则：适当销售规则；充分、清晰披露规则；冷静期规则；反搭售规则；合格销售者规则；售后服务规则。

The second,On the financial consumers downtown cumber the principle of protection.Due to the financial consumers at a disadvantage,therefore,Financial consumer protection is one of the way to financial consumer downtown cumber protection,Improve the financial consumers' right and right of negotiations,To achieve financial consumers and financial institutions strength of the relative balance.[Good experience suggest]Puts forward six downtown cumber protection product sell rules:Appropriate sales rules;fully/Clear disclosure rules;Calm period rules;Back tie-in sale rules;Qualified sellers rules;After-sales service rules.

　　《高级原则》提出，在销售金融产品时，金融机构必须提供准确、真实、能理解的信息，不得误导消费者，应告知消费者重要的产品信息，如产品收益、风险和期限等。金融机构应根据消费者的财务目标、知识水平、承受能力和投资经验等因素，提供与之相匹配的产品建议。综上，两个文件规定的多个产品销售规则都体现了对金融消费者的倾斜性保护。

[Senior principle]Put forward,In the sales financial products,Financial institutions must provide accurate/real/Can understand information,Mislead consumers,Should inform consumers important product information,If the product gains/Risk and time, etc.Financial institutions shall, in accordance with the consumer financial goals/Knowledge level/Bearing capacity and factors such as investment experience,Provide matching product advice.In conclusion,Two files regulation of multiple product sales reflect the rules for financial consumer downtown cumber protection.

　　第三，保护金融消费者信息及隐私的原则。《良好经验建议》提出，应对金融消费者信息及隐私进行保护。金融机构不得侵犯金融消费者对个人信息的基本权利，如采集、查询、使用、删除、禁止传播等；金融机构使用和分享金融消费者信息时要维护信息安全等。此外，与信息使用有关的征信机构也要接受适当的监管。《高级原则》提出，要保护消费者的数据和隐私，建立消费者个人信息和财务信息的适当控制和保护机制。建立明确说明客户信息收集、处理、保存、使用和披露目的（特别是向第三方披露时）的机制。明确消费者知悉其信息采集、共享、错误信息纠正或删除以及非法获取信息删除等方面的权利。综上，金融消费者的信息及隐私保护也是一条重要的金融消费者保护原则。

The third,To protect the financial consumer information and the principle of privacy.[Good experience suggest]Put forward,Coping with a financial consumer information and privacy protection.The financial institution shall not infringe upon the financial consumers to personal information basic rights,Such as acquisition/inquires/use/delete/The dissemination of prohibited;Financial institutions use and share the financial consumers information to safeguarding the information safety, etc.In addition,The use of information and relevant agency also to accept the supervision of the appropriate.[Senior principle]Put forward,To protect consumers' data and privacy,Establish consumer personal information and financial information appropriate control and protection mechanism.To establish clearly the customer information collection/processing/save/Use and disclosure purpose(Especially when disclosed to third parties)mechanism.Clear consumers aware of its information acquisition/sharing/Error correction or delete and illegal access to information, such as delete rights.In conclusion,Financial consumer information and privacy protection is also a important financial consumer protection principle.

　　第四，鼓励金融机构充分竞争原则。《良好经验建议》鼓励金融机构之间的竞争，并考虑竞争对金融消费者权益的影响，特别是对金融消费者自由选择权的影响等。《高级原则》提出，应努力使金融服务提供者形成竞争压力，促使其提供具有竞争力的产品，推动创新，保持高质量服务。另一方面，有竞争就会出现金融机构危机、破产等情况，因此，《良好经验建议》还提出，金融监管部门应建立金融机构发生危机时的断然处置措施以及金融保险制度，并规定金融机构破产清算时，金融消费者利益优先保护制度等。综上，促使金融机构充分竞争能够提高金融产品和服务的可获得性，提高金融消费者的地位。

The fourth,To encourage financial institutions fully competition principle.[Good experience suggest]Encourage competition between financial institutions,And consider the competition in the financial impact of the rights and interests of consumers,Especially for financial consumers free option influence, etc.[Senior principle]Put forward,Efforts should be made to make financial service provider formation pressure of competition,Make the offer competitive products,innovation,To maintain the high quality service.On the other hand,There is competition will appear financial institutions crisis/Bankruptcy, etc,therefore,[Good experience suggest]Also puts forward,Financial supervision departments shall establish financial institutions crisis drastic disposal measures and the financial insurance system,Financial institutions and regulations when bankruptcy liquidation,Financial consumer interest priority protection system, etc.In conclusion,Financial institutions to fully competition can improve financial products and services can be acquired,Improve the financial consumers' position.

　　第五，有效解决金融消费纠纷原则。《良好经验建议》提出，建立多层次的纠纷解决机制：其一，鼓励金融机构主动解决金融消费纠纷，明确金融消费者投诉的处理途径和程序，包括纠纷处理时限、结果、回复以及客户回访等；其二，金融消费者保护机构应建立相对独立、便捷、有效、公正、低成本的纠纷解决机制。行业协会以及类似组织可以提供替代纠纷解决机制；其三，有效的司法解决途径；其四，金融机构和金融消费者保护机构公布纠纷解决方面的统计、分析报告及应对措施，形成社会监督。

The fifth,Effectively solve the financial consumption dispute principle.[Good experience suggest]Put forward,Set up multi-level dispute resolution mechanism:one,Encourage financial institutions to take initiative to solve the financial consumer disputes,Clear financial consumer complaint handling ways and procedures,Including dispute processing time limit/The results/Reply and customer pays a return visit, etc;The second,Financial consumer protection agency shall establish relatively independent/convenient/effective/justice/Low cost of the dispute settlement mechanism.Industry associations and similar organizations may provide alternative dispute resolution mechanism;thirdly,Effective judicial solution;its,Financial institutions and financial consumer protection agency released statistics on dispute resolution/Analysis report and the measures we should take,Forming social supervision.

　　《高级原则》同样支持建立多层次的纠纷解决机制。其一，金融机构应当建立投诉处理和反馈机制；其二，金融机构无法有效解决争议时，应有一个独立、公正的救济程序；其三，应确保消费者的投诉能够得到公正、独立、有效、及时、高效的司法解决；其四，相关机构应公布金融消费者投诉的处理方案及相关信息。综上，有效解决金融消费纠纷是金融消费者保护的重要原则。

[Senior principle]Also support the establishment of multi-level dispute resolution mechanism.one,Financial institutions shall establish a complaint handling and feedback mechanism;The second,Financial institutions can't effectively resolve disputes,Should have an independent/Justice relief program;thirdly,Shall ensure that consumers' complaints can get justice/independent/effective/timely/Efficient judicial solution;its,Relevant organizations shall publish financial consumer complaint handling solutions and related information.In conclusion,Effectively solve the financial consumption dispute is the important principle that the financial consumer protection.

　　第六，金融消费者保护和教育并重的原则。金融消费者教育有助于普及金融知识，提高金融消费者的风险识别和判断能力，并有助于预防纠纷的发生。《良好经验建议》提出：其一，制定具有可行性的金融消费者教育计划；其二，指定一个政府部门负责领导和协调，并由多个政府或者非政府组织参与实施教育计划；其三，教育计划实施部门应和金融消费者多协商，使计划能够满足金融消费者的实际需要和期待；其四，建立教育计划实施效果的评估机制。《高级原则》提出，所有利益相关者均应参与金融教育。应建立帮助金融消费者理性决策的适当机制。应针对金融消费者中的弱势群体制订针对性的金融教育项目。应根据本国情况，将金融教育纳入国民教育。综上，金融消费者教育和保护同等重要也是一条重要的原则。

The sixth,Financial consumer protection and the principle of equal importance to education.Financial consumer education helps to popular financial knowledge,Improve the financial consumers' risk identification and judgment,And help prevent the occurrence of the dispute.[Good experience suggest]Put forward:one,Formulate feasible financial consumer education plan;The second,Specify a government department responsible for leading and coordinating,And the number of government or non-government organization participate in implementing education plan;thirdly,Education plan department should financial consumers consultation,The plan can satisfy the actual needs of the financial consumers and looking forward to;its,Establish education plan implementation effect evaluation mechanism.[Senior principle]Put forward,All stakeholders shall participate in financial education.Shall establish help financial consumers rational decision-making appropriate mechanism.We should focus on the financial consumers vulnerable groups in formulate specific financial education project.Based on local conditions,Will financial education into the national education.In conclusion,Financial consumer education and protection of the equally important is also an important principle.

　　金融消费者保护原则对我国的启示

Financial consumer protection principle their enlightenment for our country

　　笔者认为，上述六项金融消费者保护原则对于我国的金融消费者保护具有七个方面的启示意义。

The author thinks that,The above six financial consumer protection principle for our country's financial consumer protection has seven aspects of enlightenment.

　　首先，充分的金融市场竞争是改变金融消费者地位的根本途径。近几十年以来，金融消费者保护问题之所以成为突出问题，其根本原因在于金融业务的复杂化和金融机构实力日趋强大、地位日趋垄断，致使金融消费者和金融机构之间平等的关系发生了实质性变化，金融消费者沦为弱势群体，逐渐丧失博弈和谈判的能力。金融服务的垄断和稀缺性使金融消费者只能接受不公正的格式合同条款，这些变化同样是造成中国金融消费者问题突出的主要原因。建议在加强监管的前提下，放宽审批，增加供给，形成充分的市场竞争。同时，进行利率市场化改革并完善金融机构破产制度，不断改善金融消费者保护的市场竞争环境。只有改变金融服务供应的稀缺性，提升金融供给的充分性和多样性，将金融服务的卖方市场转变为买方市场，才能从根本上改变金融消费者权益保护的状况。

First of all,Full financial market competition is to change the basic way of financial status of consumers.In the last three decades,Financial consumer protection problem becomes the outstanding problems,The basic reason is that the financial business complication and financial institutions more powerful strength/Status is monopoly,The financial consumers and financial institutions to the relations of equality between substantial changes happened,Financial consumers into vulnerable groups,Losing game and negotiation ability.Financial services of monopoly and scarcity make financial consumers can only accept unfair format the terms of the contract,These changes is also China's financial consumers caused the main reason for the problems.Suggestions on strengthening the supervision of the premise,Relaxing for examination and approval,To increase the supply,Sufficient market competition.At the same time,For interest rate marketization reform and improve financial institutions bankruptcy system,Continuously improve financial consumer protection market competition environment.Only by changing the financial service supply of scarcity,Enhancement of financial supply sufficiency and diversity,Will financial services of the seller's market into the buyer market,To fundamentally change the status of the financial consumers' rights and interests protection.

　　其次，有效的金融监管有助于改善金融消费者的制度性环境。我国对金融行业实行审批制的审慎监管和货币政策的宏观调控，保证了金融机构的合法、有序经营，但随着金融业务的创新、综合经营的不断发展，尚需要进一步完善对金融机构及其经营活动的监管，改变重审批、轻监管的现象，避免“监管捕获”，实现金融市场的合法、有序的竞争，不断改善金融消费者保护的框架性制度环境。

secondly,Effective financial regulation helps to improve financial consumer institutional environment.In the financial industry in our country ShenPiZhi implement prudent supervision and monetary policy macro regulation and control,To ensure the financial institution legal/Orderly management,But along with the innovation of the financial business/The development of comprehensive operation,Still need further perfect for financial institutions and their business activities of supervision,Change heavy examination and approval/Light regulatory phenomenon,avoid"Regulatory capture",To achieve financial market legal/Orderly competition,Continuously improve financial consumer protection of the framework system environment.

　　再次，建立具有我国特色的金融消费者保护机制。目前，我国金融业实行分业经营、分业监管，金融消费者保护由金融监管部门负责，没有设立独立的金融消费者保护机构，这在实践中影响了金融消费者保护的力度和效果。而且由于各金融监管部门已经成立了各自的金融消费者保护局，因此，要建立独立于金融监管部门的金融消费者保护机构可能更加困难，只能从立法上完善运行机制，形成各金融消费者保护局之间的竞争机制，争取达到比较好的保护效果。此外，还要鼓励和发挥行业协会、金融消费者保护组织等非政府组织，甚至纯民间组织在金融消费者保护方面的积极作用，形成具有我国特色的金融消费者保护机制。

again,With establishing characteristic of our country financial consumer protection mechanism.At present,The separated operation of China's financial industry/Supervised respectively,Financial consumer protection by the financial regulatory department is responsible for,No established independent financial consumer protection agency,This in practice affects the financial and consumer protection efforts and effects.And because the financial supervision departments have established their respective financial consumer protection agency,therefore,To establish an independent financial supervision department of financial consumer protection agency may be more difficult,Only from the legislation perfect operation mechanism,Form all financial consumer protection agency mechanism of competition between,To achieve good protection effect.In addition,Also be encouraged and play industry association/Financial consumer protection non-governmental organizations,Even pure folk organization in the financial consumer protection positive role,The formation of our country characteristic of financial consumer protection mechanism.

　　第四，建立对金融消费者倾斜性保护的制度。目前，我国金融消费者倾斜性保护制度还比较缺乏，个别金融法规中规定的倾斜性保护制度也仅适用于部分金融产品，如《证券公司监督管理条例》第29条规定，证券公司应当根据所了解的客户情况推荐适当的产品或者服务；第30条规定，证券公司与客户签订证券交易委托、证券资产管理、融资融券等业务合同，应当事先指定专人向客户讲解有关业务规则和合同内容，并将风险揭示书交由客户签字确认。建议根据各类金融产品风险程度的不同，分类完善我国对金融消费者的倾斜性保护规则，使金融消费者能够受到公平、公正的对待，提高其维护自身权益的能力。

The fourth,To establish a financial consumer protection system of downtown cumber.At present,China's financial downtown cumber consumer protection system is relatively lack,Individual financial regulations specified in the downtown cumber protection system also applies only to part of the financial products,if[A securities company supervision and management regulations]The provisions of article 29,A securities company shall, according to the understand customers recommend appropriate product or service;Provisions of article 30,Securities companies and clients to sign a securities and exchange commission/Securities assets management/Margin business contract,Shall designate special persons in advance to the client on the business rules and the contents of the contract,And will reveal the risk in the client's book signed confirmation.Suggestions according to various financial products risk degree of different,Classification of perfecting our country's financial consumer downtown cumber protection rules,Make financial consumer can get a fair/Fair treatment,Improve the ability to safeguard their own rights.

　　第五，建立金融消费者的信息安全制度。笔者认为，金融机构提供金融服务之前，应当了解金融消费者的相应信息,但金融机构也有义务依法使用金融消费者的信息并履行保密义务。在我国，由于缺乏个人信息数据保护的相关规则，侵犯、泄露，甚至出卖金融消费者信息的现象时有发生，社会危害比较严重，因此，如何维护金融消费者信息安全也是实践中比较突出的问题。建议明确个人信息的采集和使用规则，维护金融消费者的信息安全，如法律上应明确规定：未经个人信息主体同意，不得采集非依法公开的个人信息；个人信息的使用者应依法储存、使用并履行保密义务；未经个人信息主体同意，不得将个人信息用于约定以外的用途或者向第三方提供等内容。

The fifth,To establish financial consumer information security system.The author thinks that,Financial institutions to provide financial services before,Should know the financial consumers the corresponding information,But financial institutions also have an obligation to use in accordance with the financial consumer information and fulfill the obligations to keep confidential.In our country,Due to a lack of personal information data protection of relevant rules,Infringe upon/leak,Even sell financial consumer information is often happened,Society is more serious harm,therefore,How to maintain financial consumer information security is also practice more outstanding problem.Suggest specific personal information collection and use rules,Maintain financial consumer information security,If the law should be specified:Without personal information subject agree,According to law shall not be acquisition non disclosure of personal information;Personal information should be stored in accordance with the user/Use and perform the obligations to keep confidential;Without personal information subject agree,Personal information shall not be used for purposes other than prescribed or to the third party, etc.

　　第六，建立有效的多层次纠纷解决机制。建议建立我国多层次的金融消费者纠纷解决机制：在金融机构内建立有效的纠纷解决机制，解决大部分金融消费者的投诉和纠纷；金融消费者保护机构建立公正、独立、有效的金融消费者投诉解决机制，同时，也发挥行业协会等非政府组织的作用，完善替代纠纷解决机制，解决相对困难、复杂的纠纷；完善高效、低成本、公正的司法解决途径，如简易审判程序和代表人诉讼制度等。

The sixth,To establish an effective multi-level dispute resolution mechanism.Suggest to establish the multi-level financial consumer dispute resolution mechanism:In the financial institution in establishing effective dispute resolution mechanism,Solve most of the financial consumers' complaints and disputes;Financial consumer protection agency to establish justice/independent/Effective financial consumer complaint settlement mechanism,At the same time,Also play industry associations, and other non-governmental organizations role,Perfect alternative dispute resolution mechanism,Solve relative difficult/Complicated disputes;Perfect efficient/Low cost/Justice of judicial solution,Such as simple trial procedure and representative litigation system, etc.

　　第七，完善并执行金融消费者保护的教育规划。笔者建议，可以在四个方面完善金融消费者教育：其一，增加公益性金融教育投入并接受公众监督；其二，强制要求金融机构开展金融消费者教育并公开其教育计划及其执行效果的报告；其三，金融消费者保护机构对金融机构及其他组织的金融消费者教育活动进行科学评估并公布评估结果，形成社会监督机制；其四，将金融消费者教育纳入国民教育规划。

The seventh,Develop and implement financial consumer protection of education planning.The author suggest,Can in four aspects perfect financial consumer education:one,Increase public financial education investment and accept the supervision of the general public;The second,Compulsory for financial institutions to carry out financial consumer education and open up its education plan and implementation effect of report;thirdly,Financial consumer protection agency to financial institutions and other organizations financial consumer education activities for scientific evaluation and publish the evaluation results,To develop social supervision mechanism;its,Will financial consumer education into the national education planning.

　　综上，无论国际金融组织的金融消费者保护原则，还是我国的金融消费者保护制度都在不断完善，但对国际金融组织和其他国家的经验进行研究和借鉴，将有助于促进我国金融消费者的保护工作。

In conclusion,No matter the international financial organization financial consumer protection principle,Still China's financial consumer protection system are in continuous improvement,But for international financial organizations and the experience of other countries for reference and study,Will help promote our country finance consumer protection work.