中證網(wang)訊（記者(zhe) 歐陽劍環）銀(yin)保(bao)監(jian)(jian)會(hui)網(wang)站7月12日消息，中國銀(yin)保(bao)監(jian)(jian)會(hui)消費(fei)者(zhe)權益(yi)保(bao)護局日前發(fa)布2021年第12號(hao)通(tong)(tong)報(bao)《關于2021年第一季度銀(yin)行業(ye)消費(fei)投(tou)訴(su)情況的(de)通(tong)(tong)報(bao)》（以下簡稱《通(tong)(tong)報(bao)》），通(tong)(tong)報(bao)了中國銀(yin)保(bao)監(jian)(jian)會(hui)及其派出機構接收并轉送的(de)銀(yin)行業(ye)消費(fei)投(tou)訴(su)情況。

　　《通報》指出，2021年第一季(ji)度，中國(guo)銀(yin)(yin)(yin)保監(jian)會(hui)及其派出機(ji)構(gou)共接收(shou)并轉(zhuan)送銀(yin)(yin)(yin)行(xing)(xing)業(ye)消費投(tou)(tou)訴(su)78414件(jian)(jian)(jian)，環(huan)比增長(chang)2.9%。其中，涉及國(guo)有(you)大型(xing)商業(ye)銀(yin)(yin)(yin)行(xing)(xing)25091件(jian)(jian)(jian)，環(huan)比減少3.0%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)32.0%；股份制(zhi)商業(ye)銀(yin)(yin)(yin)行(xing)(xing)32599件(jian)(jian)(jian)，環(huan)比增長(chang)2.4%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)41.6%；外資法人銀(yin)(yin)(yin)行(xing)(xing)358件(jian)(jian)(jian)，環(huan)比減少4.3%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)0.5%；城市商業(ye)銀(yin)(yin)(yin)行(xing)(xing)（含民營銀(yin)(yin)(yin)行(xing)(xing)）7826件(jian)(jian)(jian)，環(huan)比減少5.7%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)10.0%；農村中小金融機(ji)構(gou)4498件(jian)(jian)(jian)，環(huan)比增長(chang)36.1%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)5.7%；其他(ta)銀(yin)(yin)(yin)行(xing)(xing)業(ye)金融機(ji)構(gou)8042件(jian)(jian)(jian)，環(huan)比增長(chang)23.3%，占(zhan)(zhan)投(tou)(tou)訴(su)總量(liang)的(de)(de)10.3%。

　　《通報》指出，國有(you)大(da)(da)型(xing)商(shang)(shang)業銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)(su)(su)量的(de)中(zhong)(zhong)位(wei)數(shu)(shu)為3952.5件。工商(shang)(shang)銀(yin)(yin)行(xing)(xing)(xing)、農業銀(yin)(yin)行(xing)(xing)(xing)、郵(you)儲銀(yin)(yin)行(xing)(xing)(xing)的(de)投(tou)訴(su)(su)(su)量位(wei)列國有(you)大(da)(da)型(xing)商(shang)(shang)業銀(yin)(yin)行(xing)(xing)(xing)前(qian)三位(wei)。股份制商(shang)(shang)業銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)(su)(su)量的(de)中(zhong)(zhong)位(wei)數(shu)(shu)為3391件。招商(shang)(shang)銀(yin)(yin)行(xing)(xing)(xing)、浦(pu)發銀(yin)(yin)行(xing)(xing)(xing)、中(zhong)(zhong)信銀(yin)(yin)行(xing)(xing)(xing)的(de)投(tou)訴(su)(su)(su)量位(wei)列股份制商(shang)(shang)業銀(yin)(yin)行(xing)(xing)(xing)前(qian)三位(wei)。外資(zi)(zi)法人(ren)銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)(su)(su)量的(de)中(zhong)(zhong)位(wei)數(shu)(shu)為4件。東亞銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)(su)(su)量位(wei)列外資(zi)(zi)法人(ren)銀(yin)(yin)行(xing)(xing)(xing)第一。

　　《通報》指(zhi)出，國(guo)有大型(xing)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)的(de)(de)平(ping)均(jun)每(mei)千(qian)營(ying)業(ye)(ye)(ye)網點投(tou)訴(su)量(liang)(liang)的(de)(de)中(zhong)位數為(wei)293.5件/千(qian)營(ying)業(ye)(ye)(ye)網點,平(ping)均(jun)每(mei)千(qian)萬(wan)(wan)個人客(ke)戶(hu)投(tou)訴(su)量(liang)(liang)的(de)(de)中(zhong)位數為(wei)68.7件/千(qian)萬(wan)(wan)個人客(ke)戶(hu)。交通銀(yin)行(xing)(xing)平(ping)均(jun)每(mei)千(qian)營(ying)業(ye)(ye)(ye)網點投(tou)訴(su)量(liang)(liang)位列(lie)國(guo)有大型(xing)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)第一,交通銀(yin)行(xing)(xing)平(ping)均(jun)每(mei)千(qian)萬(wan)(wan)個人客(ke)戶(hu)投(tou)訴(su)量(liang)(liang)位列(lie)國(guo)有大型(xing)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)第一。

　　股份(fen)制(zhi)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)的(de)平(ping)(ping)均(jun)每(mei)千(qian)營(ying)業(ye)(ye)(ye)網(wang)點投(tou)(tou)訴量的(de)中位(wei)數為2109.7件(jian)/千(qian)營(ying)業(ye)(ye)(ye)網(wang)點,平(ping)(ping)均(jun)每(mei)千(qian)萬(wan)個(ge)(ge)人客(ke)(ke)戶投(tou)(tou)訴量的(de)中位(wei)數為326.9件(jian)/千(qian)萬(wan)個(ge)(ge)人客(ke)(ke)戶。平(ping)(ping)安銀(yin)行(xing)(xing)、中信銀(yin)行(xing)(xing)、浦發銀(yin)行(xing)(xing)的(de)平(ping)(ping)均(jun)每(mei)千(qian)營(ying)業(ye)(ye)(ye)網(wang)點投(tou)(tou)訴量位(wei)列股份(fen)制(zhi)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)前(qian)三位(wei),恒豐銀(yin)行(xing)(xing)、興業(ye)(ye)(ye)銀(yin)行(xing)(xing)、華(hua)夏(xia)銀(yin)行(xing)(xing)的(de)平(ping)(ping)均(jun)每(mei)千(qian)萬(wan)個(ge)(ge)人客(ke)(ke)戶投(tou)(tou)訴量位(wei)列股份(fen)制(zhi)商業(ye)(ye)(ye)銀(yin)行(xing)(xing)前(qian)三位(wei)。

　　外(wai)資(zi)(zi)(zi)法(fa)人(ren)銀行(xing)(xing)(xing)的平(ping)均每(mei)(mei)千營業(ye)網點(dian)投訴(su)(su)(su)(su)量(liang)的中(zhong)位數為184.2件(jian)/千營業(ye)網點(dian)，平(ping)均每(mei)(mei)千萬個(ge)人(ren)客(ke)戶投訴(su)(su)(su)(su)量(liang)的中(zhong)位數為398.7件(jian)/千萬個(ge)人(ren)客(ke)戶。花旗銀行(xing)(xing)(xing)平(ping)均每(mei)(mei)千營業(ye)網點(dian)投訴(su)(su)(su)(su)量(liang)位列外(wai)資(zi)(zi)(zi)法(fa)人(ren)銀行(xing)(xing)(xing)第一(yi)，匯豐銀行(xing)(xing)(xing)平(ping)均每(mei)(mei)千萬個(ge)人(ren)客(ke)戶投訴(su)(su)(su)(su)量(liang)位列外(wai)資(zi)(zi)(zi)法(fa)人(ren)銀行(xing)(xing)(xing)第一(yi)。

　　《通報(bao)》指出，2021年第(di)一季度，涉(she)及信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)42315件，環比(bi)減(jian)少(shao)5.2%，占(zhan)投(tou)(tou)(tou)訴(su)(su)總量(liang)(liang)(liang)的54.0%。在(zai)涉(she)及國有(you)大型(xing)商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)12522件，環比(bi)減(jian)少(shao)16.8%，占(zhan)國有(you)大型(xing)商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)投(tou)(tou)(tou)訴(su)(su)總量(liang)(liang)(liang)的49.9%；在(zai)涉(she)及股(gu)份制商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)26819件，環比(bi)增長0.1%，占(zhan)股(gu)份制商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)投(tou)(tou)(tou)訴(su)(su)總量(liang)(liang)(liang)的82.3%；在(zai)涉(she)及外(wai)(wai)資(zi)法(fa)人(ren)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的投(tou)(tou)(tou)訴(su)(su)中(zhong)，信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)270件，環比(bi)減(jian)少(shao)10.0%，占(zhan)外(wai)(wai)資(zi)法(fa)人(ren)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)投(tou)(tou)(tou)訴(su)(su)總量(liang)(liang)(liang)的75.4%。工商(shang)(shang)(shang)(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、交通銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、農業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)量(liang)(liang)(liang)位列國有(you)大型(xing)商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)前三位。招商(shang)(shang)(shang)(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、中(zhong)信(xin)(xin)(xin)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、浦發銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)量(liang)(liang)(liang)位列股(gu)份制商(shang)(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)前三位。東亞銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)信(xin)(xin)(xin)用卡(ka)業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)(tou)訴(su)(su)量(liang)(liang)(liang)位列外(wai)(wai)資(zi)法(fa)人(ren)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)第(di)一。

　　2021年第一季度(du)，中國銀(yin)(yin)(yin)保(bao)監會及其派出機構接收并轉送的銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)業(ye)(ye)(ye)(ye)消費投(tou)(tou)訴(su)(su)(su)(su)(su)中，涉(she)及個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)20563件，環比增(zeng)長(chang)13.6%，占(zhan)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的26.2%。在涉(she)及國有(you)(you)大(da)型(xing)(xing)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)3872件，環比增(zeng)長(chang)13.7%，占(zhan)國有(you)(you)大(da)型(xing)(xing)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的15.4%；在涉(she)及股(gu)份(fen)制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)2996件，環比增(zeng)長(chang)13.9%，占(zhan)股(gu)份(fen)制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的9.2%；在涉(she)及外(wai)(wai)(wai)資法(fa)人(ren)(ren)(ren)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)31件，環比減少11.4%，占(zhan)外(wai)(wai)(wai)資法(fa)人(ren)(ren)(ren)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的8.7%。工商(shang)(shang)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)、農業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位(wei)列(lie)國有(you)(you)大(da)型(xing)(xing)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)前(qian)兩位(wei)。平安銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)、光大(da)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)的個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位(wei)列(lie)股(gu)份(fen)制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)前(qian)兩位(wei)。渣打銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)個(ge)(ge)人(ren)(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位(wei)列(lie)外(wai)(wai)(wai)資法(fa)人(ren)(ren)(ren)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)第一。

　　2021年第(di)一季(ji)度，中國(guo)(guo)銀(yin)(yin)保監(jian)會及其派出機構接收并轉送的(de)(de)銀(yin)(yin)行(xing)(xing)業(ye)(ye)消費投訴(su)(su)中，涉及理財(cai)類業(ye)(ye)務(wu)(wu)(wu)投訴(su)(su)4510件(jian)，環比(bi)(bi)增(zeng)長(chang)35.1%，占投訴(su)(su)總(zong)(zong)量(liang)的(de)(de)5.8%。在涉及國(guo)(guo)有(you)大(da)型(xing)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)的(de)(de)投訴(su)(su)中，理財(cai)類業(ye)(ye)務(wu)(wu)(wu)投訴(su)(su)2926件(jian)，環比(bi)(bi)增(zeng)長(chang)62.4%，占國(guo)(guo)有(you)大(da)型(xing)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)投訴(su)(su)總(zong)(zong)量(liang)的(de)(de)11.7%；在涉及股(gu)份制(zhi)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)的(de)(de)投訴(su)(su)中，理財(cai)類業(ye)(ye)務(wu)(wu)(wu)投訴(su)(su)899件(jian)，環比(bi)(bi)增(zeng)長(chang)17.2%，占股(gu)份制(zhi)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)投訴(su)(su)總(zong)(zong)量(liang)的(de)(de)2.8%。郵(you)儲銀(yin)(yin)行(xing)(xing)理財(cai)類業(ye)(ye)務(wu)(wu)(wu)投訴(su)(su)量(liang)位(wei)列(lie)國(guo)(guo)有(you)大(da)型(xing)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)第(di)一。平安(an)銀(yin)(yin)行(xing)(xing)、招(zhao)商(shang)(shang)銀(yin)(yin)行(xing)(xing)、浦發銀(yin)(yin)行(xing)(xing)的(de)(de)理財(cai)類業(ye)(ye)務(wu)(wu)(wu)投訴(su)(su)量(liang)位(wei)列(lie)股(gu)份制(zhi)商(shang)(shang)業(ye)(ye)銀(yin)(yin)行(xing)(xing)前三位(wei)。