席卷全球的金融危机，为世界各主要国家的金融改革和发展带来了多方面的反思，其中最引人注目的是金融监管改革和金融消费者保护。就金融消费者保护而言，主要有三方面反思：一是建立一个独立或者相对独立的金融消费者保护机构是多数国家的共识；二是建立以金融机构的信息披露义务为核心的金融消费者保护制度；三是建立有效、低成本、公正的金融消费者纠纷解决机制。从我国这些年的金融实践看，我国的金融消费者保护存在一些问题，概括而言，有三个方面：一是我国还没有建立独立的金融消费者保护机构；二是金融机构强势、金融消费者弱势的利益格局长期存在，霸王条款和损害金融消费者利益的案件时有发生；三是金融消费者权益受到损害后，现有的纠纷解决机制成本高、缺乏效率且公信力不足。金融危机发生以后，理论界和实务界在国外立法经验的基础上，对我国的金融消费者保护提出了不少富有价值的思考和建议。

Across the global financial crisis,The main countries in the world of financial reform and development brought various reflection,One of the most striking is the financial regulatory reform and financial consumer protection.In the financial consumer protection,There are three major reflection:One is to establish an independent or relatively independent financial consumer protection agency is the consensus of most countries;The second is to financial institutions to establish the information disclosure obligation is the core of the financial consumer protection system;The third is to establish an effective/Low cost/Fair financial consumer dispute resolution mechanism.From our country over the years to see financial practice,China's financial consumer protection exist some problems,oerall,There are three aspects:One is our country has not establish an independent financial consumer protection agency;The second is the strong financial institutions/Financial consumers vulnerable pattern of interests to exist for a long time,The financial terms and damage the interests of consumers case happen from time to tome;The third is the financial consumers' rights after damage,The existing dispute settlement mechanism of the high cost/The lack of efficiency and credibility deficiency.After the financial crisis,Theorists and the practical realm in foreign countries on the basis of experience of legislation,To our country's financial consumer protection put forward many valuable thinking and Suggestions.

　　笔者认为，在充分研究和讨论后，对我国金融消费者的研究和思考应该进入一个以具体制度设计为中心的新阶段。具体而言，金融消费者保护立法的框架性设计可包括以下六个方面：金融消费者的概念及保护范围；金融消费者保护的基本原则；独立、统一的金融消费者保护机构及其运行机制；金融消费者的保护规则；金融消费者的纠纷解决机制和金融消费者教育。

The author thinks that,In the full research and discussion,To our country financial consumer research and thinking should enter a to concrete system design as the center of the new stage.In particular,Financial consumer protection legislation framework design can include the following six aspects:Financial consumer concept and scope of protection;The basic principle of financial consumer protection;independent/Unified financial consumer protection agency and its operation mechanism;Financial consumer protection rules;Financial consumer dispute resolution mechanism and financial consumer education.

　　金融消费者概念及保护范围 Financial consumer concept and scope of protection

　　金融消费者概念是金融消费者保护立法展开的基点，也是划定金融消费者保护范围及对象的基线。目前，我国立法上还没有对金融消费者的概念进行界定。从境外立法看，美国2010年的《多德-弗兰克华尔街改革与消费者保护法案》规定，消费者是指个人或代表个人行事的代理人、受托人或者代表人。消费者金融产品或服务是指，为了满足个人、家庭成员或家庭需要，向消费者提供规定的金融产品或者服务。日本2001年的《金融商品销售法》规定，金融消费者是指不具备金融专业知识，在交易中处于弱势地位，为金融需要购买、使用金融产品或接受金融服务的主体。我国台湾地区2011年的《金融消费者保护法》规定，金融消费者指接受金融服务业提供金融商品或服务者，但不包括专业投资机构和符合一定财力或专业能力之自然人或法人。专业投资机构的范围和一定财力或专业能力的标准由主管机关确定。

Financial consumer concept is financial consumer protection legislation expanded basis points,Is also defined financial consumer protection scope and object of the baseline.At present,The legislation in China have not yet on the financial consumer concept definition.From the overseas legislation to see,America's 2010[Dodd - frank Wall Street reform and consumer protection act]provisions,Consumer is refers to the individual or on behalf of the individual agent of the act/The agent or representative.Consumer financial products or services means,In order to meet personal/Family members or family need,Provide consumers with the provisions of the financial products or services.Japan 2001[Financial commodity selling]provisions,Financial consumers is to point to do not have financial professional knowledge,In trading in a vulnerable position,For financial need to buy/Use financial products or accept the main body of financial services.Taiwan 2011[Financial consumer protection laws]provisions,Financial consumers accept financial services to provide financial goods or service,But not including specialized investment institutions and accord with certain financial or professional ability of the natural person or legal person.The scope of the specialized investment institutions and certain financial or professional ability standard to determine by the competent authority.

　　分析上述定义可知，其一，并非所有接受金融商品和服务的主体都是金融消费者立法的保护对象。如美国法律规定，为了满足个人、家庭成员或家庭需要而购买金融产品或者服务的自然人及其代理人，才是要保护的金融消费者。其二，金融消费者并非必须是自然人，法人也可以成为金融消费者的一部分。如日本和台湾地区规定，处于弱势地位（主要指非专业投资机构，财力或专业能力未达到主管部门规定条件的法人）的法人也是金融消费者。其三，金融消费者的保护对象不限于金融商品和服务的购买者，还包括使用者。如美国法规定，如果家庭成员是金融产品的使用者，其权益受到损害时，则同样可以主张权益保护。日本法规归定，购买、使用金融产品和服务的主体，明确把使用主体纳入金融消费者保护的范围。

Analysis of the definition,one,Not all accept financial goods and services are the main body of the financial consumers legislative protection object.Such as the United States law,In order to meet personal/Family members or families need and purchase financial products or service of natural person and its agent,Is to protect the financial consumers.The second,Financial consumers not must be natural persons,Legal person also can become part of the financial consumers.Such as Japan and Taiwan provisions,At a disadvantage(Refers to the non-professional investment institutions,Financial or professional ability is not up to the legal condition set by the competent department in charge)Legal person is also the financial consumers.thirdly,Financial consumer protection object not limited to financial products and services in the buyers,Also includes the user.Such as the United States law,If family members are financial products users,When the rights and interests are harmed,It can also claim rights protection.Japan regulations be fixed,buy/Use the subject of financial products and services,The specific subjects into financial consumer protection range.

　　因此，笔者建议，我国金融消费者宜界定为：金融消费者是指购买、使用金融产品和服务的主体，但不包括专业投资者。这一概念界定具有以下优势：其一，保护对象不限于购买者，还包括使用者，这样有利于保护金融产品和服务的最终使用者，保护那些为家庭成员或者家庭需要而购买金融产品和服务的情形，也能够解决免费使用金融产品和服务情况下，对使用者权益的保护问题；其二，使用“主体”、“专业投资者”的概念，这一概念不仅仅指自然人，还包括法人和其他组织，扩大了适用范围，使那些不具有专业知识和能力、处于弱势地位的法人及其他组织在金融消费过程中也能得到保护；其三，将专业投资者排除在外。同金融机构相比，那些专业投资机构以及具有相当财力和专业能力的投资者具有相当的博弈能力，其投资能力和水平不低于金融机构，不属于弱势群体，没有必要对其予以保护。将专业投资者排除在外，能够把有限的资源用于真正需要保护的金融消费者；其四，这一界定和我国1993年的《消费者权益保护法》保持了一致。《消费者权益保护法》规定，消费者为生活消费需要购买、使用商品或者接受服务，其权益受本法保护。该法将保护范围限于生活消费，本文对金融消费者的界定延续了对生活消费的保护，同时又考虑到部分金融消费具有消费和投资的双重属性，从行为的角度予以界定，即只要是非专业机构购买、使用金融产品和服务的行为都给予保护，不论其出于什么样的目的，这样就能够涵盖生活消费和投资性消费了。

therefore,The author suggest,China's financial consumers should be defined as:Financial consumers is refers to the purchase/Use the subject of financial products and services,But does not include professional investor.This definition has the following advantages:one,Protection object not limited to buyers,Also includes the user,It helps to protect the financial products and services of the end users,Protect those for family members or families need and purchase financial products and services situation,Can also solve the free use of financial products and services under the situation,To the user rights protection;The second,use"subject"/"Professional investors"concept,This concept not only refers to a natural person,Also includes legal persons and other organizations,The application range was extended,So that those who do not have the professional knowledge and ability/Disadvantaged legal persons and other organizations in the financial consumption process can also be protected;thirdly,Professional investors will be ruled out.Compared with financial institutions,The specialized investment institutions and has considerable financial and professional ability of investors have a game ability,Its investment ability and level is not lower than financial institutions,Do not belong to the disadvantaged groups,There is no need to be protected for its.Professional investors will be ruled out,Can the limited resources for really need someone to protect financial consumers;its,The definition and China 1993[The consumer rights and interests protection law]Maintained the same.[The consumer rights and interests protection law]provisions,Consumers for life consumption need to buy/Use of a commodity or receiving a service,The rights protected by this law.The law will protect is limited to the cost of living,In this paper, the definition of the financial consumers continue to the protection of the living consumption,At the same time, considering the financial part of the consumption has the dual nature of consumption and investment,From the point of view of the act shall be defined,That is as long as is a professional institutions to purchase/Use the behavior of financial products and services are protected,Regardless of what kind of purpose,It was thus able to cover the cost of living and the investment spending.

　　金融消费者的保护原则 Financial consumer protection principle

　　立法原则是立法活动的准绳，也是法律条文的解释原则。通过对国内外金融消费者保护制度的研究，笔者认为，金融消费者保护应坚持全面保护原则、倾斜性保护原则、差异化保护原则、便民高效原则以及保护和教育并举的立法原则。

The legislative principle is the criterion of legislative activities,Law is the interpretation principle.Based on domestic and foreign financial consumer protection system research,The author thinks that,Financial consumer protection should adhere to the principle of comprehensive protection/Downtown cumber protection principle/Differential protection principle/For the convenience of the principle of high efficiency and protection and education and the legislative principles.

　　全面保护原则包括三个方面：第一，不仅金融消费者保护的专门机构负责保护金融消费者，其他部门也要为金融消费者保护创造良好的金融环境，如央行对汇率、利率进行调控，实现币值稳定，证监会、银监会等金融监管部门努力促使金融机构充分竞争，依法经营，形成有利于金融消费者的买方市场；第二，金融消费者保护机构和司法机构、消费者保护协会和行业协会之间相互协作，积极解决金融消费者的投诉，维护金融消费者的利益；第三，不仅要维护金融消费者在金融消费合同内的各项权利，而且要维护金融消费者在合同签订和履行过程中的权利，如金融消费者对金融消费者个人信息的保密义务等。

The comprehensive protection principle includes three aspects:The first,Not only financial consumer protection specialized agency responsible for to protect the financial consumers,Other departments for financial consumer protection to create a good financial environment,As the central bank to exchange rate/Interest rate control,Realize the currency stable,CSRC/The CBRC, and other financial supervision department to make financial institutions fully competition,Manage according to the law,Form is helpful to financial consumer buyer's market;The second,Financial consumer protection agency and the judiciary/Consumer protection association and industry association cooperation between,To solve the financial consumers' complaints,Safeguard the financial interests of consumers;The third,Should not only safeguard the financial consumers in financial consumption within the contract rights,And to safeguard the financial consumers in contract signing and performance in the process of the rights,Such as financial consumers on the financial consumers' personal information confidentiality obligations, etc.

　　倾斜性保护原则是指在金融机构和金融消费者权利义务分配上，赋予金融消费者更多权利。如对于部分高风险金融产品，规定金融消费者的冷静期保护制度，即签订合同后的一定期限内，金融消费者可以无条件解除合同，给金融消费者反悔的机会。

Downtown cumber protection principle is to show in the financial institutions and financial consumer rights and obligations in the distribution,Give financial consumers more rights.Such as high risk for some financial products,Provisions of financial consumers calm period protection system,Namely after signing of contract of a certain period of time,Financial consumers can unconditionally terminate the contract,Give financial consumers cop out on opportunities.

　　差异化保护原则是指根据金融产品所蕴含的风险，对金融产品进行分类并采取不同的保护措施，如，对高风险的金融产品设置准入条件，只允许能够承担高风险的主体购买并对金融机构实行部分义务的豁免。

Differential protection principle refers to financial products contains risk,On the financial product classification and take different protection measures,if,High risk financial products set access conditions,Only allowed to take the main body of high risk and financial institutions to buy a part of his obligations exemption.

　　便民高效原则是指在金融消费过程中或者出现纠纷时，金融机构有义务采取方便金融消费者的措施，提高金融服务的质量；金融消费者保护机构有义务查处侵害金融消费者权益的违法行为，并迅速处理好金融消费者的投诉，降低金融消费者的维权成本。

For the convenience of the efficient principle is to show in the financial consumption process or when occurrence dispute,Financial institutions have an obligation to take convenient financial consumer measures,To improve the quality of financial services;Financial consumer protection agency have an obligation to investigate violations financial the rights and interests of consumers, the illegal act,And quickly deal with financial consumers' complaints,Reduce the financial consumers' rights protection cost.

　　保护和教育并举原则是指不仅要加强对金融消费者的权益保护，而且要加强金融消费者教育，普及金融知识，提高金融消费者的风险识别和判断能力，预防侵害金融消费者权益行为的发生。例如，针对实践中突出的问题和弱势的金融消费者应制订专门的金融教育计划。

Protection and education and principle is to show not only to strengthen the financial consumers' rights and interests protection,And to strengthen financial consumer education,Financial knowledge popularization,Improve the financial consumers' risk identification and judgment,Prevent enroach on consumer rights and the occurrence of financial behavior.For example,According to the practice of the outstanding problems and weak financial consumers shall establish a special financial education plan.

　　建立金融消费者权益保护机构 To establish financial consumer rights protection mechanism

　　金融危机以后，世界上主要国家对各自的金融消费者保护制度进行了反思，一个突出而且具有共性的改革趋势是建立独立的金融消费者保护机构。

After the financial crisis,The world's major countries to their financial consumer protection system was reconsidered,A prominent and has common reform trend is an independent financial consumer protection agency.

　　例如，美国成立了金融消费者保护局，统一行使金融消费者保护职责，并赋予其独立的监管权、投诉调查权、处理权等广泛职权；英国撤销了金融服务局，将其金融监管职能交由英格兰银行（英国的中央银行）行使，并成立消费者保护与市场管理局，专职负责金融消费者保护，实现金融监管和金融消费者保护职权的相互独立。此外，加拿大多年以前就成立了独立运行的金融消费者保护机构。

For example,The United States established financial consumer protection agency,Exercise unified financial consumer protection duties,And give its independent regulatory power/Complaints enforcement power/Discretion, etc widely authority;Britain has revoked the financial service,Will the financial regulatory functions to the bank of England(Britain's central bank)exercise,And set up a consumer protection and market administration,Full-time responsible for financial consumer protection,To achieve financial supervision and financial consumer protection functions and powers of the mutual independence.In addition,Canada years ago established independent operation of the financial consumer protection agency.

　　从我国金融消费者保护现状看，我国也需要建立一个独立的金融消费者保护机构，理由如下。

From our country financial consumer protection present situation to see,Our country also needs to establish an independent financial consumer protection agency,For the following reasons.

　　其一，我国金融业实行分业经营、分业监管，金融监管职责分别由“一行三会”行使，不设立独立的金融消费者保护机构，则需要设立四个隶属于监管部门的金融消费者保护部门，实践中可能出现政策不统一、执法不统一的问题；其二，越来越多的综合性金融产品的出现客观上要求对金融消费者的权益统一保护；其三，金融消费者在县域以下人数众多，事实上，除了人民银行在县域有分支机构外，其他三个监管机构在县域以下并没有分支机构，自然也没有金融消费者保护的部门，因此，银行、证券和保险三个金融监管机构很难实现对县域以下金融消费者的保护。如果三个监管机构同时在县域以下成立金融消费者保护机构，会带来机构的大量扩张，并不可取。

one,The separated operation of China's financial industry/Supervised respectively,Financial supervision responsibilities by respectively"A line of three will"exercise,Don't set up independent financial consumer protection agency,The need to set up a four belongs to regulatory financial consumer protection department,Practice possible policy not unified/Law enforcement not unified problem;The second,More and more comprehensive financial products to the emergence of financial objectively requires the consumers' rights and interests protection of unity;thirdly,Financial consumers in the county number,In fact,In addition to the people's bank in the county have branch offices outside,The other three regulators in the county and no branches,Nature also no financial consumer protection department,therefore,The bank/Securities and insurance three financial regulators is difficult to realize the county the following financial consumer protection.If three regulators at the same time in the county was established under the financial consumer protection agency,Will bring a large number of institutions expansion,Is not recommended.

　　综合考虑国外经验和国内实际，笔者并不赞同设立隶属于各个监管机构的金融消费者保护机构，而主张设立独立的、统一行使保护职责的金融消费者保护机构。然而，近两年来，各部门已然各自成立了自己的金融消费者保护局，因此建立统一的金融消费者保护机构更加困难。

Considering foreign experience and domestic actual,The author does not agree with set up belongs to each regulators financial consumer protection agency,And arguing that set up independent/Exercise unified protection duties of financial consumer protection agency.however,In the past two years,Various departments have established their own financial consumer protection agency,Therefore to establish unified financial consumer protection agency more difficult.

　　从维护金融消费者利益出发，笔者建议，在未来的金融消费者保护立法中解决这一问题，思路有两个：其一，将四个金融消费者保护部门从“一行三会”划出，合并成立一个副部级的金融消费者保护机构，统一行使金融消费者保护职责；其二，建立竞争性金融消费者保护机制。具体而言，保持金融消费者机构设置现状不变，但赋予金融消费者纠纷解决的选择权。即立法上明确规定，金融消费者可以选择向人民银行或者三个监管机构的金融消费者保护机构投诉。

From maintenance financial consumer interests,The author suggest,In the future financial consumer protection legislation to solve this problem,Ideas have two:one,The four financial consumer protection department from"A line of three will"off,Merged to form a deputy ministry class financial consumer protection agency,Exercise unified financial consumer protection duties;The second,To establish competitive financial consumer protection mechanism.In particular,Keep financial consumer agency establishment situation unchanged,But given the financial consumers dispute resolution option.Namely legislation in specific provision,Financial consumers can choose to the people's bank or three regulators financial consumer protection agency complaints.

　　例如，涉及保险消费者、证券消费者和银行消费者的投诉，可以分别向三个监管机构的金融消费者保护局投诉，也可以向人民银行的金融消费者保护局投诉，这些机构都有权处理，形成人民银行的金融消费者保护局和隶属于其他三个监管机构的金融消费者保护局在解决金融消费纠纷中的竞争机制。

For example,Concerning insurance consumers/Securities consumers and bank of consumer complaints,Can respectively to three regulators financial consumer protection agency complaints,Also may apply to the people's bank's financial consumer protection agency complaints,These organizations shall have the right to deal with,The people's bank of formation of financial consumer protection agency and belonging to the other three regulators financial consumer protection agency in solving financial consumption dispute of competition mechanism.

　　同时，建立一个由编制部门、财政部门、一行三会、法制部门、金融消费者代表等组成的金融消费者保护的评估委员会，根据受理投诉的案件量，解决纠纷的满意度，开展执法和教育的情况等，定期对四个金融消费者保护局的工作进行评估并根据评估结果调整人员、经费等资源的分配，并定期向社会公布评估报告，接受社会公众的监督。

At the same time,To establish a by compiling department/Financial department/A line of three will/Legal department/On behalf of the financial consumers of financial consumer protection assessment committee,According to accept the complaint case quantity,Resolve the dispute satisfaction,The development law enforcement and education situation, etc,On a regular basis four financial consumer protection agency work evaluation and adjust the personnel according to the evaluation results/Funds and in the allocation of resources,And to the society regularly publish the evaluation reports,Subject to public supervision.

　　通过上述机制，形成各机构之间良性的竞争机制，使这些机构更积极地履行职权，更好地维护金融消费者的权益。

Through the above mechanism,Form between agencies benign competition mechanism,Make these institutions more actively to perform functions and powers,Better safeguard the rights and interests of the financial consumers.

　　建立金融消费者保护规则 To establish financial consumer protection rules

　　具体而言，金融消费者保护规则包括以下方面：第一，适当销售规则。金融机构销售产品时，应当把适当的产品卖给适当的金融消费者，即根据金融消费者的实力、经验和风险承受能力销售金融产品，不得推销超出风险承受能力的产品。

In particular,Financial consumer protection rules include the following aspects:The first,Appropriate sales rules.Financial institutions sales products,Should the appropriate product sells to the appropriate financial consumers,According to the strength of the financial consumers/Experience and risk to bear ability sales financial products,Shall not sell beyond risk to bear ability of products.

　　第二，产品信息的充分披露规则。金融机构及其销售人员应当以简洁、明白的语言向购买者充分、真实地披露产品所蕴含的风险，并请金融消费者签字确认。对于已披露的风险，如果出现了损失，金融机构可以免责；对于因未披露相关风险造成金融消费者损失的，则由金融机构承担。

The second,Product information full disclosure rules.Financial institutions and their sales personnel shall with concise/Understand the language to buyers fully/True disclosure product contains risk,And please financial consumers signature confirmation.To have the risk of disclosure,If there was loss,Financial institutions can be exceptions;Because of not to disclose the relevant risk caused by the loss of financial consumers,The financial institution shall bear.

　　第三，冷静期规则。带有长期储蓄成分或者高风险的金融产品或者服务，金融消费者受冷静期保护，即在冷静期内，金融消费者可以随意解除合同且无需承担法律责任。这样有利于避免金融消费者因销售人员劝诱等造成不理性消费。

The third,Calm period rules.With long-term savings composition or high-risk financial products or services,Financial consumers being calm period protection,Namely in the calm period,Financial consumers are free to terminate the contract and need not bear legal responsibility.It helps avoid financial consumers for sales staff persuasion by not rational consumption.

　　第四，反搭售规则。金融机构不得侵犯金融消费者的自由选择权，利用强势地位或者产品的稀缺性要求其客户购买指定的产品或者服务。

The fourth,Back tie-in sale rules.The financial institution shall not infringe upon the financial consumers' freedom of choice,Use a powerful position or product scarcity demands of its customers to buy the specified products or services.

　　第五，合格销售者规则。在销售过程中，金融机构必须表明自己是合法的、接受监管的金融机构，其销售人员也具备能够胜任产品销售的专业知识，如果监管部门有产品销售的资质规定，则相关销售人员还应取得相应的销售资质，其目的在于保护金融消费者在销售过程中的权益。

The fifth,Qualified sellers rules.In the process of sale,Financial institutions must show that he is legal/Accept the supervision of financial institutions,Its sales workers also have competent product sales professional knowledge,If regulators have the qualifications of product sales provisions,The related sales personnel should also obtain corresponding sales qualification,Its purpose is to protect the financial consumers in the sales process of rights.

　　第六，信息及隐私保护规则。在金融产品销售过程中，对所知晓的金融消费者信息，金融机构应当依法、合理使用和提供，并对金融消费者的主体信息及其隐私、消费信息负有保密义务。

The sixth,Information and privacy protection rules.In the financial products sales process,To know the financial consumer information,Financial institutions shall, in accordance with law/Reasonable use and provide,The main body of consumers and financial information and privacy/Consumption information confidentiality obligations.

　　第七，售后服务规则。金融机构应主动向客户提供资金账户的变动情况，利率、费用的变动情况，信用记录的变动情况等，做好售后服务并禁止对客户采取恶劣的债务追讨方式。

The seventh,After-sales service rules.Financial institutions should actively provide funds to the customer account changes,Interest rates/The cost of change,Credit record changes, etc,Do after-sales service and banned to the customer to take the bad debt punish way.

　　构建金融消费者纠纷解决机制 Constructing financial consumer dispute resolution mechanism

　　理论上讲，纠纷解决机制也是金融消费者保护规则的一部分，其不同之处在于，纠纷解决机制是金融消费者权益受到侵害后的权利救济机制。实践表明，纠纷的有效、公正解决会产生倒逼机制，即如果纠纷能够有效、公正的解决，会反过来减少纠纷的发生。目前，我国金融消费者纠纷解决机制主要存在效率低、成本高、公信力不足等问题。

In theory,Dispute settlement mechanism is also part of the financial consumer protection rules,The difference between,Dispute settlement mechanism is financial consumer rights and interests are infringed upon the right after relief mechanism.Practice shows that,Dispute effectively/A just settlement will produce DaoBi mechanism,That is if the dispute can effectively/Just solve,In turn will reduce the occurrence of the dispute.At present,China's financial consumer dispute resolution mechanism mainly exists low efficiency/High cost/Credibility problems such as insufficient.

　　笔者认为，未来构建我国金融消费者纠纷解决机制应包括金融机构的纠纷解决机制；金融消费者保护机构的纠纷解决机制；替代性纠纷解决机制和司法解决机制。金融机构的纠纷解决机制作为一个自我纠正和监督机制，应能够解决绝大部分纠纷案件，通过这些纠纷的解决，除维护金融消费者权益外，还能够发现工作中的问题，优化金融机构的自身管理，因此，金融机构应建立自己的纠纷解决部门，明确投诉的解决期限和保证公正解决的程序。

The author thinks that,To build our future financial consumer dispute resolution mechanism should include financial institutions of the dispute settlement mechanism;Financial consumer protection mechanism of the dispute settlement mechanism;Alternative dispute resolution mechanism and judicial settlement mechanism.Financial institutions of the dispute settlement mechanism as a self correcting and supervision mechanism,Should be able to solve most of the disputes,Through these the settlement of the dispute,In addition to maintain financial outside consumer rights,Still can find problems in work,Optimize the financial institutions own management,therefore,Financial institutions shall establish their dispute resolution department,Clear complaint shooting time and guarantee justice solution program.

　　金融消费者保护机构主要解决那些具有共性的纠纷案件和金融消费者投诉的个案。对于普遍发生的同类案件，金融消费者保护机构应出台纠纷解决的指引；对于投诉案件，可以对负有责任的金融机构予以行政处罚或者采取强制措施，并要求金融机构弥补金融消费者的经济损失；替代纠纷解决机制是近些年发展较快的纠纷解决机制，英国、日本和我国的香港地区开展得比较好。替代纠纷解决机制有利于发挥民间力量、减少行政资源的消耗，并体现更多的平等协商解决的精神。

Financial consumer protection agency main solve those who have common disputes and financial consumer complaints case.For common occurrence similar cases,Financial consumer protection agency should be issued guidance to resolve disputes;For complaint case,Responsible for financial institutions shall be subject to administrative punishment or take compulsory measures,And require financial institutions to make up for financial consumers' economic losses;Alternative dispute resolution mechanism is the fast development in recent years of the dispute settlement mechanism,British/Japan and China's Hong Kong areas to develop better.Alternative dispute resolution mechanism is helpful to play folk strength/To reduce the consumption of administrative resources,And reflect more equal consultation solve spirit.

　　在制度层面上，应鼓励有公信力的第三方参与金融消费纠纷案件的解决。司法解决机制是纠纷的最后解决机制，未来我国司法机制的完善应着重于降低司法解决的成本、提高效率，如完善简易审判程序和代表人诉讼制度等。

In the system stratification plane,Have credibility should be encouraged to third party participate in financial consumption to solve the disputes.Judicial settlement system is the end of the dispute settlement mechanism,The Chinese judicial mechanism consummation truth-value reduce the cost of judicial solution/Improve efficiency,Such as to improve the summary trial procedure and representative litigation system, etc.

　　明确金融消费者教育制度 Clear financial consumer education system

　　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。

Financial consumer education helps to popular financial knowledge,Improve the financial consumers' risk identification and judgment,And help prevent the occurrence of the dispute.

　　笔者建议，在保护和教育并重的原则指导下，法律应明确由金融消费者保护机构负责协调其他政府部门或者非政府组织实施具有可行性的金融消费者教育计划以及针对金融消费者中弱势群体的金融教育计划，并从经费、人员上予以支持。此外，还应完善外部的金融消费者教育计划实施效果的评估机制，形成对金融消费者教育的监督。

The author suggest,In the protection and education under the guidance of the principle of equal importance,The law should be clear about the financial consumer protection agency responsible for coordinating other government departments or non-governmental organization to implement feasible financial consumer education plan and the view of the financial consumers vulnerable groups of financial education plan,And funds from/Personnel to provide support.In addition,Still should perfect the external financial consumer education plan implementation effect evaluation mechanism,The formation of financial consumer education supervision.

　　总之，对金融消费者立法进行框架性思考具有重要的理论和实践意义，不仅有助于系统地总结国外立法经验和国内金融消费者保护实践，并进一步予以整合、吸收和借鉴，而且对于推动我国的金融消费者立法，完善具体条文设计也有相当的参考价值。

In a word,On the financial consumers legislation to thinking framework has important significance in theory and practice,Not only helps to systematically summarize the experiences of foreign countries and domestic financial consumer protection practice,And further to be integrated/Absorb and draw lessons from,And to push forward China's financial consumers legislation,The specific provisions of the perfect design also has a reference value.