Since the launch of the 2026 "3·15" Financial Consumer Rights Protection Education Campaign, China Construction Bank (CCB) has centered its efforts around the theme "Clearing Financial Networks, Safeguarding Secure Consumption." The initiative focuses on protecting financial rights, using positive publicity to set direction and risk warnings to build defenses, thereby fostering a transparent and orderly financial market environment. On one hand, the bank actively promotes financial culture with Chinese characteristics, highlighting positive financial influences and showcasing how the industry uses digital and technological means to precisely meet diverse public needs, addressing concerns, benefiting livelihoods, and warming hearts through practical examples and key measures. On the other hand, it strengthens consumer protection reminders against financial network irregularities, helping consumers fortify their property security defenses.
Integrating financial consumer protection knowledge into daily consumption scenarios brings it to life. CCB has innovatively created the "Four Ones" featured activities to continuously enhance financial support and knowledge dissemination, improving the quality and efficiency of consumer protection work.
Promoting "One Platform" focuses on technological empowerment, advancing digital education in depth. Leveraging channels such as mobile banking and the "CCB Life" app, the bank fully utilizes the online "Colorful Consumer Protection 3D Digital Education Exhibition Hall" to create financial education zones, disseminating essential financial knowledge for daily life. This emphasizes the practical effectiveness of digital finance in supporting public welfare, upgrading interactive experiences, publicizing the results of the "Serving the People" series of initiatives, showcasing positive financial influences, and cultivating a clear and orderly financial environment.
Creating "One Vehicle" targets key customer segments, deepening financial education outreach. CCB's financial consumer protection promotional vehicles travel through urban and county roads, enabling public participation in educational activities across multiple scenarios, forming a mobile landscape. For elderly individuals, the bank concentrates on promoting aging-appropriate services, inviting them to participate in digital education activities to help bridge the "digital divide." For new employment groups such as truck drivers, ride-hailing drivers, delivery riders, and couriers, it emphasizes employment policy awareness.
Launching "One Initiative" addresses rural areas, refining county-level services. Across the country, CCB branches propose the "Protect Personal Information, Safeguard Credit Security" initiative to rural clients, guiding the public to value personal credit and avoid becoming professional debt bearers. Using "Yunongtong" service points, the bank combines online and offline efforts to extend rural financial education services to the "last mile."
Issuing "One Alert" focuses on consumer sectors, enhancing secure consumption. In venues like large supermarkets and retail stores, CCB accelerates the integration of consumer financial products with business scenarios, upgrading service experiences. For partner merchants, it promotes personal subsidy policies to boost consumer confidence; distributes risk alerts through door-to-door activities, providing in-store customers with warnings on key issues such as anti-fraud and illegal fundraising to ensure account security.
CCB closely integrates with local business practices to innovate and explore, gradually establishing a more comprehensive and efficient diversified dispute resolution mechanism for consumer protection. Shaanxi Branch introduced consumer rights protection liability insurance, delegating small-claim settlement authority to branches to create a "fast-track for minor compensations." Sichuan Branch established a "dynamic authorization + cross-region collaboration + rapid approval" mechanism, improving response agility through an "online minor compensation + rights reassurance" model. Hainan Branch optimized dynamic authorization and rapid approval processes with third-party mediation as the core mechanism. Ningbo Branch developed a "three-dimensional coordination + balanced rigidity and flexibility" dispute resolution system based on non-performing asset disposal practices, innovating a "branch-led + head office empowerment" dual-response model supported by a "four-dimensional assessment model" for strategic dispute handling. Zhaotong Branch in Yunnan pioneered bank-court collaboration, establishing a "Pre-litigation Mediation Service Center Workstation" with local courts to form a closed-loop model of "pre-litigation delegation, professional mediation, judicial confirmation, and seamless linkage." Foshan Branch in Guangdong implemented a rapid response mechanism, incorporating mediation timeliness and quality into performance evaluations. Jiang'an Aerospace Twin City Sub-branch in Wuhan, Hubei, refined a "pre-mid-post" full-process consumer protection mechanism, introducing external mediation resources to broaden dispute resolution pathways.
To better address client concerns and explore practices of the "Fengqiao Model" in the new era, CCB displays the "Hi, I'm Here" complaint referral logo in branches and via channels such as the head office's WeChat public account matrix, official website, and mobile banking, enhancing the convenience of online complaint handling and guiding the public to exercise rights rationally.
CCB continues to focus on societal concerns, combining the dissemination of financial consumer protection concepts with practical services for the people. Through popular methods, it conducts key policy awareness campaigns, positioning itself as a trusted partner for the public. The bank intensifies efforts to combat "black and gray industries," exposing illegal financial activities. Via platforms like mobile banking, the "CCB Life" app, official website, and events such as the "Joyful Weibo Sharing Month," it collaborates with public security authorities and regulators to promote awareness against "black and gray industries." For irregularities involving financial intermediaries, it issues key warnings, analyzing manifestations and characteristics of improper practices like anti-collection evasion, malicious debt avoidance, illegal insurance claim refunds, unauthorized deposit-loan intermediation, false credit repair, and unlawful stock recommendations. Using typical cases, it helps the public identify risks, guiding them to use formal channels for credit services and alerting them to deceptive tactics such as concept confusion, hidden annualized rates, and false promises that induce loans, while cautioning against hidden high fees disguised as management, guarantee, or service charges. This aids the public in enhancing risk awareness and avoiding harms from illegal intermediaries and online lending chaos.
The bank also exposes financial online marketing tricks and dangers like unqualified引流, risk concealment, high-yield promises, and misuse of regulatory names. For issues such as illegal insurance claim refunds, professional debt bearers, excessive personal information collection, overseas card theft, and online lending irregularities, it strengthens consumer protection reminders to help the public steer clear of risks.
Each small effort carries the appeals and expectations of the people. Only by calibrating work progress against the public's "expression palette" can tangible changes and benefits be felt, transforming "temporary warmth" into "lasting security." CCB's consumer rights protection work will remain grounded at the grassroots level, upholding the original aspiration of serving the people, and diligently writing a new chapter in financial services for the new era.
Comments