On March 12, LexinFintech Holdings Ltd. released its 2025 Consumer Rights Protection Report. Since its establishment, the company has consistently been driven by digital and intelligent technologies, adhered to compliance as a baseline, and continuously improved its consumer rights protection framework. Over the past year, adhering to a "user-centric" philosophy, Lexin has leveraged its leading AI technology to comprehensively upgrade its consumer protection mechanisms across institutional systems, technological empowerment, ecosystem governance, and smart services, promoting the synergistic development of business and social value.
The institutional framework ensures comprehensive protection coverage across the entire chain. From its inception, Lexin has prioritized consumer rights, integrating consumer protection work into its overall corporate development strategy. Institutionally, Lexin established a Consumer Rights Protection Committee, initiated mandatory training and assessments for all employees on consumer protection topics, and incorporated the results into the comprehensive performance evaluation system, thereby solidifying a company-wide awareness of consumer protection and perfecting a long-term mechanism.
In terms of specific measures, Lexin fully utilizes technological advantages in AI and big data to launch the "5S Protection System" for consumer protection. This system significantly strengthens five key areas: Data Security (Security), Anti-Fraud Protection (Safeguard), Intelligent Customer Service (Service), Combating Illegal Financial Activities (Strike), and Humanistic Consumer Protection (Special exemption), achieving full-scenario coverage for protecting financial consumers' rights.
Technology empowerment enables intelligent identification of security risks. In recent years, Lexin has continuously increased investment in technologies such as large language models and artificial intelligence, consistently enhancing its intelligent risk control and security governance capabilities.
Data security has been comprehensively upgraded to achieve proactive protection. In 2025, Lexin achieved a full upgrade in its proactive data security protection capabilities. Based on a governance system covering the entire data lifecycle, the company revised and improved its "Lexin Information Security Management and Control System," upgraded 9 core technologies, fixed 86 security vulnerabilities throughout the year, and intercepted a total of 560 million malicious attacks, maintaining the industry's high standard of "zero data leaks."
Combating illegal activities involves continuously upgrading the anti-fraud system. Leveraging its self-developed Singularity AI large model and a multi-modal composite intelligent agent matrix, Lexin utilizes small-sample learning and adversarial adaptation mechanisms. This allows it to quickly capture key characteristics from just a few samples of new attack types and automatically iterate and optimize defense strategies, building an intelligent closed loop of "discovery-response-learning-optimization." This keeps the intelligent risk control system highly agile and adaptive, giving Lexin a technological advantage in the ongoing fight against illegal financial activities.
Currently, Lexin's intelligent risk control system can accurately warn against and intercept new types of fraudulent activities. Its AI anti-fraud model cluster can complete risk assessment for complex transaction scenarios within milliseconds. In 2025, the platform sent over 88 million anti-fraud security reminders to users, and the automation rate of fraud interception continued to increase. By the end of 2025, Lexin had helped users avoid potential financial losses of approximately 950 million yuan.
Deepening ecosystem governance helps build a collective security defense line. Lexin extends consumer rights protection from internal risk control to ecosystem governance, deepening its "technology + policing" collaboration model to accurately identify and block illegal financial activities such as "shopping cash-outs" and "proxy complaints." Over the past two years, Lexin has cooperated with police departments in Shanghai, Fujian, Shandong, Jiangsu, Liaoning, and other regions, assisting in the investigation of nearly 100 related cases, successfully dismantling 26 professional criminal gangs, and leading to severe legal punishment for over 100 offenders.
While strengthening collaborative governance with regulatory bodies and public security agencies, Lexin also continues to deepen cooperation within the industry. It leverages the advantages of peer collaboration to jointly build a联防联治机制 (joint prevention and control mechanism) against illegal financial activities, promoting the continuous improvement of industry governance capabilities. Lexin's Fenqile platform has joined the Alliance against Illegal Activities in Finance (AIF), collaborating with over 100 member units in joint operations. Alliance members have collectively assisted in tackling 865 cases related to illegal activities, resulting in criminal coercive measures or administrative penalties for 777 individuals, effectively providing early warnings for 1.6663 million telecom and network fraud cases, assisting police in apprehending 149 fugitives, and receiving 61 letters of appreciation from public security organs nationwide.
Smart service upgrades are key to safeguarding consumer rights. Lexin continuously iterates its intelligent customer service system, introducing AI large model technology to enhance problem anticipation and resolution efficiency. Simultaneously, it has increased investment in the service hall of its Fenqile APP and the intelligent customer service system, improving service accessibility and user satisfaction. In 2025, customer service efficiency increased by 10% year-over-year. Additionally, Lexin established a refined customer care and financial hardship assistance mechanism, providing differentiated support plans for users facing special difficulties, assisting nearly 100,000 individuals throughout the year.
While building robust technological defenses, Lexin recognizes that enhancing consumers' own financial literacy and risk awareness is the fundamental strategy for preventing financial risks. Therefore, Lexin持续推进 (continues to advance) financial literacy education and anti-fraud knowledge dissemination, conducting consumer education through a combination of online and offline channels. Offline efforts include深入到街道、社区、公园 (going deep into streets, communities, and parks) to promote rational consumption, while online efforts involve timely推送防诈提醒 (pushing anti-fraud reminders) through its App and official accounts, achieving常态化覆盖 (regular coverage) and helping consumers continuously improve their risk identification capabilities, thereby strengthening protective awareness at the source.
Consumer rights protection is a long-term social responsibility for Lexin. In the future, Lexin will continue to uphold its responsibility of "safeguarding the financial security ecosystem and protecting consumer rights," using technology as the core driving force to integrate consumer protection concepts into the entire product and service lifecycle, and working with all parties to create a safer and healthier financial consumption environment.
Comments