Bohai Bank recently held a national promotion event for its "Fengqiao Experience Studio" in Beijing. Leaders from relevant consumer associations, banking associations, and dispute mediation organizations were invited to attend and provide guidance. During the event, eight of the bank's primary branches officially unveiled their "Fengqiao Experience Studios." Attendees also had the opportunity to visit and observe the operations of the nation's first such studio, located at the bank's Beijing branch.
The successful execution of this event signifies a new phase for Bohai Bank in implementing the directives of the Central Financial Work Conference and fulfilling its mission of consumer protection for the people. It represents a practical step by the bank to shift the focus of its consumer rights protection efforts directly to the front lines of service. In recent years, Bohai Bank has resolutely followed the Party Central Committee's directives on upholding and developing the "Fengqiao Experience" in the new era. It has focused on strengthening the prevention of financial disputes at their source, resolving them at the early stages, and controlling key points. The bank has established and improved a professional, efficient, convenient, and people-friendly financial dispute mediation mechanism. This high-quality dispute resolution supports stable operations, safeguards the legitimate rights and interests of financial consumers, and continuously enhances the level of grassroots financial governance across the entire bank.
Resolving Disputes Locally: Fengqiao is Right Beside You
In September 2024, based on the practical needs of managing financial disputes at their source and protecting consumer rights, Bohai Bank took a pioneering and innovative step within the national banking industry. It was the first to propose the concept and implementation plan for establishing Fengqiao Experience Studios within banks. The bank led the way in exploring how to integrate the grassroots governance philosophy of the new era "Fengqiao Experience" into the entire consumer protection chain of banking. This approach promotes the early identification, management, and resolution of financial conflicts at their source through front-end prevention and local mediation. The initial concept was officially presented at an industry salon in Beijing, receiving guidance and recognition from local regulators, judicial authorities, and industry associations. This marked a crucial first step in innovatively exploring the Fengqiao model within the financial sector.
Following the proposal, the bank continued to refine the mechanism design, operational details, and resource allocation, steadily preparing for the full process of pilot implementation. After multiple rounds of research, mechanism optimization, and preparatory coordination, in May 2025, under the overall guidance of the Beijing Local Financial Supervision and Administration Bureau, Bohai Bank's Beijing branch successfully became one of the first batch of Beijing financial industry Fengqiao Studios to be accredited and officially commenced operations. It was among the first ten institutions to receive accreditation out of over two hundred financial institutions in Beijing, becoming a benchmark pilot for implementing the Fengqiao dispute mediation mechanism in the capital's financial industry. Leveraging its branch network, the studio established a convenient mediation platform accessible to the public within a "15-minute reach," achieving one-stop services for financial consultation, dispute mediation, financial education, and anti-fraud alerts. This truly embodies the core principle of Fengqiao work: "resolving minor issues within the branch and settling disputes locally." It provides a practical model from Bohai Bank for the diversified resolution of financial disputes across the entire industry.
In December of the same year, the "Bohai Bank Fengqiao Mediation Workstation" was inaugurated at the Comprehensive Governance Center of the Hedong District Court in Tianjin. The establishment of the Beijing "Fengqiao Experience Studio" and the head office's "Fengqiao Mediation Workstation" enables consumers in the Beijing-Tianjin region with mediation needs to reach an industry mediation service point within a "15-minute" radius, providing accessible and convenient mediation services. This fully embodies Bohai Bank's mission responsibility of "staying true to the初心of serving the people through finance and demonstrating commitment through consumer protection." It also puts into practice the core essence of the Fengqiao experience: "resolving minor issues within the village, major issues within the town, and not passing conflicts upward."
Building on the full validation of the pilot's effectiveness and the comprehensive maturity of its operational model, in June 2026, Bohai Bank officially initiated the nationwide, large-scale, and full-coverage promotion of its Fengqiao Experience Studios. This nationwide promotion is driven by the core初衷of "prevention at the source, resolution locally,普惠for the people, and improving quality and efficiency." Its goals are to achieve standardized deployment across all bank branches, unify the dispute governance system bank-wide, and comprehensively upgrade financial consumer protection services, thereby fully bridging the "last mile" in grassroots resolution of financial conflicts. During the promotion campaign, Bohai Bank officially released a theme song for dispute resolution titled "Love Fills Fengqiao." With the core imagery of "tiny lights becoming a torch, love filling Fengqiao," the song uses a warm melody and朴实lyrics to vividly showcase the bank's service philosophy of ensuring "minor issues do not leave the village, conflicts are not passed upward," making financial consumer protection work warmer and more powerful.
Urgent Needs Are Addressed: Patience and Listening Show Sincerity
Currently, Bohai Bank has assembled a professional team comprising nearly one hundred full-time and part-time mediators. They work diligently on the front lines of mediation, adhering to principles of fairness and efficiency, and integrating the core tenets of the new era "Fengqiao Experience" into every detail of dispute resolution. This team includes senior consumer protection experts with over twenty years of experience, as well as young骨干personnel systematically trained in law and psychology. They understand finance, law, and human nature, and more importantly, they know how to use "empathy" to resolve the concerns of the parties involved.
Liu Yu, a mediator from the Tianjin branch, is an outstanding representative within this team. He not only focuses on专业mediation but also emphasizes warming consumers' hearts with温情service. During the mediation process, Liu Yu consistently treats every consumer with a gentle and patient attitude,认真listening to their demands, making the parties feel respected and understood. When facing emotionally charged consumers, he remains calm, uses appropriate communication skills to安抚them, and guides consumers to express their opinions rationally through professional financial knowledge and dispute resolution techniques. This is a vivid footnote to the "Fengqiao Experience" at Bohai Bank: the bank remains committed to its初心of serving the people through finance, addressing your urgent and difficult concerns with heart, emotion, and the law.
Moving forward, Bohai Bank will continue to uphold the requirements of high-standard construction and high-quality operation. It will persistently deepen the innovative practice of the new era "Fengqiao Experience" in the field of financial consumer rights protection, earnestly safeguard the legitimate rights and interests of the broad consumer base, and contribute to fostering a fairer, more诚信, and orderly financial market environment.
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