據(ju)銀(yin)保(bao)監(jian)會7月12日消(xiao)(xiao)息，中國銀(yin)保(bao)監(jian)會消(xiao)(xiao)費者權益保(bao)護局通(tong)報2021年第一(yi)季度銀(yin)行業(ye)消(xiao)(xiao)費投(tou)(tou)訴情況，2021年第一(yi)季度，中國銀(yin)保(bao)監(jian)會及其派出機構(gou)共接收并(bing)(bing)轉送銀(yin)行業(ye)消(xiao)(xiao)費投(tou)(tou)訴78414件(jian)，環比(bi)增長2.9%。中國銀(yin)保(bao)監(jian)會及其派出機構(gou)接收并(bing)(bing)轉送的銀(yin)行業(ye)消(xiao)(xiao)費投(tou)(tou)訴中，涉及信用卡業(ye)務投(tou)(tou)訴42315件(jian)，環比(bi)減少5.2%，占投(tou)(tou)訴總量(liang)的54.0%。

　　2021年第一季度銀行業消費投訴情況通報如下:

　　一(yi)、銀(yin)行業消(xiao)費投訴環比增長2.9%

　　2021年第一季(ji)度(du)，中(zhong)國銀保監會及其派出機(ji)構(gou)共接(jie)收并轉(zhuan)送(song)銀行(xing)(xing)(xing)業(ye)(ye)消費投(tou)訴(su)78414件，環(huan)比(bi)(bi)增長(chang)2.9%。其中(zhong)，涉及國有(you)大型商(shang)業(ye)(ye)銀行(xing)(xing)(xing)25091件，環(huan)比(bi)(bi)減(jian)少3.0%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的32.0%；股(gu)份制商(shang)業(ye)(ye)銀行(xing)(xing)(xing)32599件，環(huan)比(bi)(bi)增長(chang)2.4%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的41.6%；外資法人(ren)銀行(xing)(xing)(xing)358件，環(huan)比(bi)(bi)減(jian)少4.3%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的0.5%；城市商(shang)業(ye)(ye)銀行(xing)(xing)(xing)（含民營銀行(xing)(xing)(xing)）7826件，環(huan)比(bi)(bi)減(jian)少5.7%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的10.0%；農(nong)村中(zhong)小(xiao)金(jin)融(rong)機(ji)構(gou)4498件，環(huan)比(bi)(bi)增長(chang)36.1%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的5.7%；其他銀行(xing)(xing)(xing)業(ye)(ye)金(jin)融(rong)機(ji)構(gou)8042件，環(huan)比(bi)(bi)增長(chang)23.3%，占(zhan)(zhan)投(tou)訴(su)總量(liang)的10.3%。

　　（一(yi)）工商銀(yin)行(xing)、農(nong)業(ye)銀(yin)行(xing)的(de)(de)投訴量位(wei)列國有大(da)(da)型(xing)商業(ye)銀(yin)行(xing)前兩位(wei)。2021年第一(yi)季(ji)度(du)，國有大(da)(da)型(xing)商業(ye)銀(yin)行(xing)投訴量的(de)(de)中位(wei)數為3952.5件(jian)(jian)。其中，工商銀(yin)行(xing)5503件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)增(zeng)長8.3%，占國有大(da)(da)型(xing)商業(ye)銀(yin)行(xing)投訴總量的(de)(de)21.9%；農(nong)業(ye)銀(yin)行(xing)5083件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)增(zeng)長7.6%，占比(bi)(bi)(bi)20.3%；郵儲銀(yin)行(xing)4088件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)增(zeng)長46.9%，占比(bi)(bi)(bi)16.3%；建設銀(yin)行(xing)3817件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少32.3%，占比(bi)(bi)(bi)15.2%；中國銀(yin)行(xing)3418件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少15.1%，占比(bi)(bi)(bi)13.6%；交通銀(yin)行(xing)3182件(jian)(jian)，環(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少12.2%，占比(bi)(bi)(bi)12.7%。

　　（二）招商(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)、浦發(fa)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)、中信銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)的投(tou)訴(su)量(liang)位(wei)列股份制商(shang)(shang)業(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)前三(san)位(wei)。2021年第一季度(du)，股份制商(shang)(shang)業(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)投(tou)訴(su)量(liang)的中位(wei)數為3391件(jian)(jian)。其中，招商(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)4805件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)11.9%，占(zhan)(zhan)(zhan)(zhan)股份制商(shang)(shang)業(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)投(tou)訴(su)總量(liang)的14.7%；浦發(fa)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)4280件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)44.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)13.1%；中信銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)4225件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)12.1%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)13.0%；光(guang)大銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)4022件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)19.9%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)12.3%；民生銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)3648件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)13.2%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)11.2%；平(ping)安銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)3461件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)14.9%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)10.6%；興業(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)3391件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)2.2%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)10.4%；廣(guang)發(fa)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)2075件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)24.0%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)6.4%；華夏銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)1906件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)9.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)5.8%；；恒豐銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)238件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)45.1%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)0.7%；渤海銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)218件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)長(chang)(chang)55.7%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)0.7%；浙商(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)176件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)32.0%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)0.5%；百信銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)154件(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)(shao)(shao)1.3%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)0.5%。

　　（三）東亞銀(yin)(yin)行(xing)(xing)(xing)投訴(su)量位(wei)列外資(zi)法(fa)人銀(yin)(yin)行(xing)(xing)(xing)第(di)一。2021年(nian)第(di)一季度(du)，外資(zi)法(fa)人銀(yin)(yin)行(xing)(xing)(xing)投訴(su)量的(de)中位(wei)數為(wei)4件。其(qi)中，投訴(su)量較(jiao)多的(de)為(wei)：東亞銀(yin)(yin)行(xing)(xing)(xing)140件，環(huan)比減(jian)少33.0%，占外資(zi)法(fa)人銀(yin)(yin)行(xing)(xing)(xing)投訴(su)總量的(de)39.1%；匯豐(feng)銀(yin)(yin)行(xing)(xing)(xing)107件，環(huan)比增長48.6%，占比29.9%；花旗銀(yin)(yin)行(xing)(xing)(xing)52件，環(huan)比增長67.7%，占比14.5%；渣打(da)銀(yin)(yin)行(xing)(xing)(xing)38件，環(huan)比減(jian)少22.4%，占比10.6%。

　　二(er)、投(tou)訴與業務量對比

　　（一）平均(jun)每千營業網(wang)點投訴(su)量

　　1.交(jiao)通銀(yin)(yin)(yin)行(xing)平(ping)(ping)均每千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)投訴量位列(lie)國有大型(xing)商業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)第一。2021年第一季度，國有大型(xing)商業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)的(de)平(ping)(ping)均每千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)投訴量的(de)中位數為293.5件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)。其中，交(jiao)通銀(yin)(yin)(yin)行(xing)1086.4件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)，工商銀(yin)(yin)(yin)行(xing)348.3件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)，中國銀(yin)(yin)(yin)行(xing)325.9件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)，建設銀(yin)(yin)(yin)行(xing)261.0件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)，農(nong)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)224.1件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)，郵(you)儲銀(yin)(yin)(yin)行(xing)103.2件(jian)/千(qian)營(ying)業(ye)(ye)(ye)(ye)網(wang)點(dian)(dian)。

　　2.平(ping)(ping)(ping)安(an)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、中信銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、浦(pu)發(fa)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的平(ping)(ping)(ping)均每千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)投(tou)訴量(liang)位(wei)列股份(fen)制(zhi)商業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)前三位(wei)。2021年第一(yi)季度，股份(fen)制(zhi)商業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的平(ping)(ping)(ping)均每千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)投(tou)訴量(liang)的中位(wei)數為2109.7件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)。其中，平(ping)(ping)(ping)安(an)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3137.8件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，中信銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2858.6件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，浦(pu)發(fa)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2616.1件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，招商銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2573.6件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，光大(da)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2463.0件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，廣發(fa)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2352.6件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，華(hua)夏銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)1866.8件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，興業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)1693.0件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)1506.2件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，渤海銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)912.1件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，恒豐銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)767.7件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)，浙商銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)651.9件(jian)(jian)(jian)/千(qian)營(ying)(ying)(ying)(ying)(ying)業(ye)(ye)(ye)(ye)(ye)(ye)網(wang)(wang)(wang)(wang)(wang)點(dian)(dian)。

　　3.花旗銀(yin)行(xing)(xing)平(ping)(ping)均(jun)每千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)投訴量(liang)位(wei)列外資(zi)法人銀(yin)行(xing)(xing)第(di)一。2021年第(di)一季度，外資(zi)法人銀(yin)行(xing)(xing)的(de)平(ping)(ping)均(jun)每千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)投訴量(liang)的(de)中位(wei)數為(wei)184.2件(jian)(jian)(jian)/千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)。其中，平(ping)(ping)均(jun)每千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)投訴量(liang)較多的(de)為(wei)：花旗銀(yin)行(xing)(xing)2080.0件(jian)(jian)(jian)/千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)，東亞銀(yin)行(xing)(xing)1750.0件(jian)(jian)(jian)/千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)，匯豐(feng)銀(yin)行(xing)(xing)748.3件(jian)(jian)(jian)/千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)，渣打銀(yin)行(xing)(xing)603.2件(jian)(jian)(jian)/千(qian)(qian)營(ying)(ying)(ying)(ying)業(ye)網(wang)(wang)點(dian)(dian)。

　　（二）平均每千萬(wan)個人客戶投(tou)訴量

　　1.交(jiao)通銀(yin)(yin)行(xing)平均每千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)投訴(su)量位(wei)列國有大型商業(ye)銀(yin)(yin)行(xing)第一。2021年第一季度，國有大型商業(ye)銀(yin)(yin)行(xing)的平均每千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)投訴(su)量的中(zhong)位(wei)數(shu)為68.7件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)。其中(zhong)，交(jiao)通銀(yin)(yin)行(xing)178.1件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)，工商銀(yin)(yin)行(xing)80.9件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)，中(zhong)國銀(yin)(yin)行(xing)71.7件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)，郵儲(chu)銀(yin)(yin)行(xing)65.7件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)，農業(ye)銀(yin)(yin)行(xing)59.0件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)，建設銀(yin)(yin)行(xing)54.2件(jian)(jian)/千萬(wan)(wan)(wan)個(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)。

　　2.恒豐銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、興(xing)業(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、華(hua)夏銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的(de)平(ping)均(jun)每千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)投(tou)訴量位列股(gu)份(fen)制(zhi)商(shang)業(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)前(qian)三位。2021年第一季(ji)度，股(gu)份(fen)制(zhi)商(shang)業(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的(de)平(ping)均(jun)每千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)投(tou)訴量的(de)中位數為326.9件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)。其中，恒豐銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)483.7件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，興(xing)業(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)426.2件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，華(hua)夏銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)415.8件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，中信銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)413.4件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，浦(pu)發(fa)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)362.6件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，民生(sheng)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)348.7件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，光大銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)326.9件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，平(ping)安銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)323.0件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，廣發(fa)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)322.1件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，招商(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)304.1件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，渤(bo)海銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)278.5件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，浙商(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)210.1件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)，百(bai)信銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)30.2件(jian)(jian)/千(qian)(qian)(qian)(qian)萬(wan)(wan)(wan)(wan)(wan)(wan)(wan)個(ge)(ge)人(ren)(ren)(ren)客(ke)(ke)戶(hu)(hu)(hu)(hu)(hu)。

　　3.匯豐銀(yin)(yin)行(xing)平均(jun)(jun)每(mei)千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)投訴量(liang)位(wei)列外資(zi)法人(ren)(ren)銀(yin)(yin)行(xing)第(di)(di)一(yi)。2021年第(di)(di)一(yi)季度(du)，外資(zi)法人(ren)(ren)銀(yin)(yin)行(xing)的(de)(de)平均(jun)(jun)每(mei)千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)投訴量(liang)的(de)(de)中位(wei)數為398.7件(jian)(jian)/千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)。其中，平均(jun)(jun)每(mei)千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)投訴量(liang)較多的(de)(de)為：匯豐銀(yin)(yin)行(xing)831.6件(jian)(jian)/千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)，渣(zha)打銀(yin)(yin)行(xing)551.5件(jian)(jian)/千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)，花旗銀(yin)(yin)行(xing)465.9件(jian)(jian)/千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)，東亞銀(yin)(yin)行(xing)398.7件(jian)(jian)/千(qian)萬(wan)(wan)(wan)個(ge)人(ren)(ren)客(ke)戶(hu)(hu)。

　　三、投訴反映的主(zhu)要問題(ti)

　　（一）涉及信用卡業(ye)務投訴

　　2021年第(di)一(yi)季度，中(zhong)國(guo)銀(yin)(yin)保監會(hui)及(ji)其派出(chu)機構接收并轉送的銀(yin)(yin)行(xing)業(ye)(ye)消費投(tou)(tou)(tou)訴(su)(su)中(zhong)，涉(she)(she)及(ji)信用(yong)(yong)卡(ka)業(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)42315件，環比(bi)減少5.2%，占投(tou)(tou)(tou)訴(su)(su)總量的54.0%。在涉(she)(she)及(ji)國(guo)有大型商(shang)業(ye)(ye)銀(yin)(yin)行(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信用(yong)(yong)卡(ka)業(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)12522件，環比(bi)減少16.8%，占國(guo)有大型商(shang)業(ye)(ye)銀(yin)(yin)行(xing)投(tou)(tou)(tou)訴(su)(su)總量的49.9%；在涉(she)(she)及(ji)股份制(zhi)商(shang)業(ye)(ye)銀(yin)(yin)行(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信用(yong)(yong)卡(ka)業(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)26819件，環比(bi)增長0.1%，占股份制(zhi)商(shang)業(ye)(ye)銀(yin)(yin)行(xing)投(tou)(tou)(tou)訴(su)(su)總量的82.3%；在涉(she)(she)及(ji)外資(zi)法(fa)人銀(yin)(yin)行(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信用(yong)(yong)卡(ka)業(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)270件，環比(bi)減少10.0%，占外資(zi)法(fa)人銀(yin)(yin)行(xing)投(tou)(tou)(tou)訴(su)(su)總量的75.4%。

　　1.工(gong)商銀(yin)行(xing)(xing)(xing)、交(jiao)(jiao)通銀(yin)行(xing)(xing)(xing)的信(xin)用卡業務(wu)投訴量(liang)位列國(guo)有(you)大型商業銀(yin)行(xing)(xing)(xing)前兩位。國(guo)有(you)大型商業銀(yin)行(xing)(xing)(xing)信(xin)用卡業務(wu)投訴量(liang)的中位數(shu)為(wei)(wei)2184.5件(jian)。其中，工(gong)商銀(yin)行(xing)(xing)(xing)2724件(jian)，環(huan)比(bi)(bi)減少(shao)(shao)3.1%，占比(bi)(bi)為(wei)(wei)49.5%；交(jiao)(jiao)通銀(yin)行(xing)(xing)(xing)2579件(jian)，環(huan)比(bi)(bi)減少(shao)(shao)15.6%，占比(bi)(bi)為(wei)(wei)81.0%；農業銀(yin)行(xing)(xing)(xing)2473件(jian)，環(huan)比(bi)(bi)減少(shao)(shao)7.7%，占比(bi)(bi)為(wei)(wei)48.7%；建(jian)設(she)銀(yin)行(xing)(xing)(xing)1896件(jian)，環(huan)比(bi)(bi)減少(shao)(shao)51.1%，占比(bi)(bi)為(wei)(wei)49.7%；中國(guo)銀(yin)行(xing)(xing)(xing)1593件(jian)，環(huan)比(bi)(bi)增長(chang)3.5%，占比(bi)(bi)為(wei)(wei)46.6%；郵儲銀(yin)行(xing)(xing)(xing)1257件(jian)，環(huan)比(bi)(bi)增長(chang)16.6%，占比(bi)(bi)為(wei)(wei)30.7%。

　　2.招(zhao)商銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、中信(xin)銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、浦發銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的信(xin)用卡業(ye)(ye)務(wu)投訴(su)量位(wei)列股份制(zhi)(zhi)商業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)前三(san)位(wei)。股份制(zhi)(zhi)商業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)信(xin)用卡業(ye)(ye)務(wu)投訴(su)量的中位(wei)數為(wei)(wei)2674件(jian)(jian)(jian)。其(qi)中，招(zhao)商銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3957件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)15.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)82.4%；中信(xin)銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3698件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)13.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)87.5%；浦發銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3548件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)49.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)82.9%；光大銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3215件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)16.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)79.9%；民生銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)3107件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)12.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)85.2%；興(xing)業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2862件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)7.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)84.4%；平安銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)2486件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)21.1%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)71.8%；廣發銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)1879件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)25.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)90.6%；華夏銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)1634件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)9.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)85.7%；恒豐銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)192件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)42.2%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)80.7%；浙商銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)132件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)減(jian)(jian)少(shao)35.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)75.0%；渤海銀(yin)(yin)(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)109件(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)增(zeng)長(chang)(chang)109.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)為(wei)(wei)50.0%。

　　3.東亞銀行(xing)信用(yong)卡(ka)業務(wu)投(tou)訴(su)(su)量(liang)位(wei)列外資法人銀行(xing)第一。外資法人銀行(xing)信用(yong)卡(ka)業務(wu)投(tou)訴(su)(su)量(liang)的(de)中(zhong)位(wei)數為27件。其中(zhong)，信用(yong)卡(ka)業務(wu)投(tou)訴(su)(su)量(liang)較多的(de)為：東亞銀行(xing)120件，環(huan)比減(jian)少34.8%，占比為85.7%；匯(hui)豐銀行(xing)89件，環(huan)比增長58.9%，占比為83.2%；花旗(qi)銀行(xing)41件，環(huan)比增長51.9%，占比為78.8%；渣打銀行(xing)13件，環(huan)比減(jian)少60.6%，占比為34.2%。

　　（二）涉及個(ge)人貸款(kuan)業務投訴(su)

　　2021年第一季度，中(zhong)國(guo)(guo)銀(yin)保監(jian)會及(ji)其派出(chu)機構接收并轉(zhuan)送(song)的(de)(de)(de)銀(yin)行(xing)業(ye)(ye)(ye)消費投(tou)(tou)(tou)訴(su)中(zhong)，涉(she)(she)及(ji)個人(ren)(ren)貸(dai)款業(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)20563件，環比(bi)增長13.6%，占(zhan)投(tou)(tou)(tou)訴(su)總(zong)量(liang)的(de)(de)(de)26.2%。在涉(she)(she)及(ji)國(guo)(guo)有大(da)型(xing)商業(ye)(ye)(ye)銀(yin)行(xing)的(de)(de)(de)投(tou)(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)款業(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)3872件，環比(bi)增長13.7%，占(zhan)國(guo)(guo)有大(da)型(xing)商業(ye)(ye)(ye)銀(yin)行(xing)投(tou)(tou)(tou)訴(su)總(zong)量(liang)的(de)(de)(de)15.4%；在涉(she)(she)及(ji)股份制商業(ye)(ye)(ye)銀(yin)行(xing)的(de)(de)(de)投(tou)(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)款業(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)2996件，環比(bi)增長13.9%，占(zhan)股份制商業(ye)(ye)(ye)銀(yin)行(xing)投(tou)(tou)(tou)訴(su)總(zong)量(liang)的(de)(de)(de)9.2%；在涉(she)(she)及(ji)外(wai)資法(fa)人(ren)(ren)銀(yin)行(xing)的(de)(de)(de)投(tou)(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)款業(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)31件，環比(bi)減(jian)少11.4%，占(zhan)外(wai)資法(fa)人(ren)(ren)銀(yin)行(xing)投(tou)(tou)(tou)訴(su)總(zong)量(liang)的(de)(de)(de)8.7%。

　　1.工商(shang)(shang)銀行(xing)(xing)(xing)(xing)、農業(ye)銀行(xing)(xing)(xing)(xing)的個人貸款業(ye)務(wu)投(tou)(tou)訴量位列(lie)國有(you)大型(xing)商(shang)(shang)業(ye)銀行(xing)(xing)(xing)(xing)前兩位。國有(you)大型(xing)商(shang)(shang)業(ye)銀行(xing)(xing)(xing)(xing)個人貸款業(ye)務(wu)投(tou)(tou)訴量的中位數為(wei)(wei)(wei)611件(jian)(jian)。其中，工商(shang)(shang)銀行(xing)(xing)(xing)(xing)1094件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)13.8%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)19.9%；農業(ye)銀行(xing)(xing)(xing)(xing)852件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)18.0%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)16.8%；中國銀行(xing)(xing)(xing)(xing)662件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)2.3%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)19.4%；建(jian)設銀行(xing)(xing)(xing)(xing)560件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)6.5%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)14.7%；郵(you)儲銀行(xing)(xing)(xing)(xing)516件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)31.6%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)12.6%；交通銀行(xing)(xing)(xing)(xing)188件(jian)(jian)，環(huan)比(bi)(bi)增(zeng)長(chang)19.0%，占(zhan)比(bi)(bi)為(wei)(wei)(wei)5.9%。

　　2.平安銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)、光大銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的個人貸(dai)(dai)款業(ye)(ye)務投(tou)訴量(liang)(liang)位(wei)列股份制商業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)前兩位(wei)。股份制商業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)個人貸(dai)(dai)款業(ye)(ye)務投(tou)訴量(liang)(liang)的中位(wei)數為(wei)(wei)(wei)(wei)235件(jian)(jian)(jian)(jian)。其中，平安銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)575件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)3.8%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)16.6%；光大銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)488件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)41.9%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)12.1；招商銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)327件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)10.8%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)6.8%；民(min)生銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)309件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)17.5%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)8.5%；浦(pu)發(fa)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)292件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)不變(bian)，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)6.8%；中信銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)273件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)6.6%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)6.5%；興業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)235件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)72.8%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)6.9%；華(hua)夏銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)154件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)減少21.4%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)8.1%；百信銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)129件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)24.0%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)83.8%；廣(guang)發(fa)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)89件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)3.5%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)4.3%；渤海銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)78件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)30.0%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)35.8%；浙商銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)25件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)減少19.4%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)14.2%；恒豐銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)22件(jian)(jian)(jian)(jian)，環(huan)(huan)(huan)(huan)比(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)長(chang)69.2%，占(zhan)(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)為(wei)(wei)(wei)(wei)9.2%。

　　3.渣(zha)打銀(yin)行個人貸款業(ye)務投訴(su)(su)量位列外資法人銀(yin)行第一。外資法人銀(yin)行個人貸款業(ye)務投訴(su)(su)量的中位數為2件。其(qi)中，個人貸款業(ye)務投訴(su)(su)量較多的為：渣(zha)打銀(yin)行13件，環比(bi)(bi)增(zeng)長(chang)44.4%，占比(bi)(bi)為34.2%；匯豐銀(yin)行7件，環比(bi)(bi)增(zeng)長(chang)133.3%，占比(bi)(bi)為6.5%；東(dong)亞銀(yin)行5件，環比(bi)(bi)減少72.2%，占比(bi)(bi)為3.6%；花旗銀(yin)行1件，占比(bi)(bi)為1.9%。

　　（三）涉及理(li)財類(lei)業務投訴

　　2021年第一季度，中(zhong)(zhong)國銀保監會及其派出機構接收并轉送的(de)銀行(xing)(xing)業(ye)(ye)(ye)消(xiao)費投(tou)(tou)訴(su)(su)(su)(su)中(zhong)(zhong)，涉及理(li)財(cai)類(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)4510件(jian)，環比(bi)增(zeng)長35.1%，占(zhan)投(tou)(tou)訴(su)(su)(su)(su)總(zong)量(liang)(liang)的(de)5.8%。在涉及國有(you)大型(xing)商業(ye)(ye)(ye)銀行(xing)(xing)的(de)投(tou)(tou)訴(su)(su)(su)(su)中(zhong)(zhong)，理(li)財(cai)類(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)2926件(jian)，環比(bi)增(zeng)長62.4%，占(zhan)國有(you)大型(xing)商業(ye)(ye)(ye)銀行(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)總(zong)量(liang)(liang)的(de)11.7%；在涉及股份制商業(ye)(ye)(ye)銀行(xing)(xing)的(de)投(tou)(tou)訴(su)(su)(su)(su)中(zhong)(zhong)，理(li)財(cai)類(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)899件(jian)，環比(bi)增(zeng)長17.2%，占(zhan)股份制商業(ye)(ye)(ye)銀行(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)總(zong)量(liang)(liang)的(de)2.8%。

　　1.郵(you)儲(chu)銀(yin)行(xing)(xing)(xing)理財(cai)類業務投訴量(liang)位列國(guo)有(you)大型商業銀(yin)行(xing)(xing)(xing)第一。國(guo)有(you)大型商業銀(yin)行(xing)(xing)(xing)理財(cai)類業務投訴量(liang)的中(zhong)(zhong)位數為394件(jian)(jian)。其中(zhong)(zhong)，郵(you)儲(chu)銀(yin)行(xing)(xing)(xing)1223件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增長111.6%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為29.9%；工商銀(yin)行(xing)(xing)(xing)519件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增長57.8%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為9.4%；農業銀(yin)行(xing)(xing)(xing)469件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增長59.5%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為9.2%；建(jian)設銀(yin)行(xing)(xing)(xing)319件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增長13.1%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為8.4%；中(zhong)(zhong)國(guo)銀(yin)行(xing)(xing)(xing)245件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增長52.2%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為7.2%；交(jiao)通(tong)銀(yin)行(xing)(xing)(xing)151件(jian)(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減少(shao)4.4%，占(zhan)比(bi)(bi)(bi)(bi)(bi)為4.7%。

　　2.平安(an)銀(yin)行(xing)(xing)(xing)(xing)(xing)、招商銀(yin)行(xing)(xing)(xing)(xing)(xing)、浦(pu)發銀(yin)行(xing)(xing)(xing)(xing)(xing)的(de)理(li)財類業務(wu)投訴量位列(lie)股(gu)份制商業銀(yin)行(xing)(xing)(xing)(xing)(xing)前三位。股(gu)份制商業銀(yin)行(xing)(xing)(xing)(xing)(xing)理(li)財類業務(wu)投訴量的(de)中位數(shu)為(wei)80件(jian)。其中，平安(an)銀(yin)行(xing)(xing)(xing)(xing)(xing)189件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)29.5%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)5.5%；招商銀(yin)行(xing)(xing)(xing)(xing)(xing)136件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)16.2%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)2.8%；浦(pu)發銀(yin)行(xing)(xing)(xing)(xing)(xing)132件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)14.8%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)3.1%；興業銀(yin)行(xing)(xing)(xing)(xing)(xing)106件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)41.3%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)3.1%；光大(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)103件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)1.9%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)2.6%；民(min)生銀(yin)行(xing)(xing)(xing)(xing)(xing)83件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)93.0%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)2.3%；中信(xin)銀(yin)行(xing)(xing)(xing)(xing)(xing)80件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)12.1%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)1.9%；廣發銀(yin)行(xing)(xing)(xing)(xing)(xing)24件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)11.1%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)1.2%；華(hua)夏(xia)銀(yin)行(xing)(xing)(xing)(xing)(xing)18件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)10.0%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)0.9%；渤海銀(yin)行(xing)(xing)(xing)(xing)(xing)17件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)142.9%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)7.8%；浙商銀(yin)行(xing)(xing)(xing)(xing)(xing)5件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)28.6%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)2.8%；恒豐(feng)銀(yin)行(xing)(xing)(xing)(xing)(xing)4件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)增(zeng)(zeng)(zeng)(zeng)長(chang)(chang)33.3%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)1.7%；百信(xin)銀(yin)行(xing)(xing)(xing)(xing)(xing)2件(jian)，環(huan)比(bi)(bi)(bi)(bi)(bi)減(jian)(jian)少(shao)81.8%，占(zhan)(zhan)(zhan)(zhan)比(bi)(bi)(bi)(bi)(bi)為(wei)1.3%。