中證(zheng)網訊（記者(zhe)(zhe) 歐(ou)陽劍環(huan)）銀保(bao)監會網站(zhan)9月9日消息，銀保(bao)監會消費(fei)者(zhe)(zhe)權益保(bao)護局(ju)發布(bu)的《關(guan)于2021年(nian)第(di)二(er)(er)季度銀行業(ye)消費(fei)投(tou)訴情況的通報》（簡稱《通報》）顯示，2021年(nian)第(di)二(er)(er)季度，銀保(bao)監會及其派出機構共接收并轉送銀行業(ye)消費(fei)投(tou)訴84424件，較2020年(nian)第(di)二(er)(er)季度同比(bi)增(zeng)長25.5%。

　　其中(zhong)，涉及(ji)國有大(da)型商業銀行(xing)26537件，同比(bi)(bi)增長12.9%，占(zhan)投訴總量(liang)的(de)31.4%；股份(fen)制商業銀行(xing)35135件，同比(bi)(bi)增長22.4%，占(zhan)投訴總量(liang)的(de)41.6%；外資法人銀行(xing)367件，同比(bi)(bi)減少1.6%，占(zhan)投訴總量(liang)的(de)0.4%；城市商業銀行(xing)（含(han)民營(ying)銀行(xing)）8928件，同比(bi)(bi)增長53.8%，占(zhan)投訴總量(liang)的(de)10.6%；農村中(zhong)小金(jin)融(rong)機構5037件，同比(bi)(bi)增長94.0%，占(zhan)投訴總量(liang)的(de)6.0%；其他銀行(xing)業金(jin)融(rong)機構8420件，同比(bi)(bi)增長34.4%，占(zhan)投訴總量(liang)的(de)10.0%。

　　《通報(bao)》指出，國(guo)有大型(xing)商(shang)業(ye)銀(yin)(yin)行(xing)投(tou)(tou)訴(su)量的(de)中(zhong)位(wei)(wei)數為(wei)4064件(jian)，農(nong)業(ye)銀(yin)(yin)行(xing)、工商(shang)銀(yin)(yin)行(xing)的(de)投(tou)(tou)訴(su)量位(wei)(wei)列(lie)國(guo)有大型(xing)商(shang)業(ye)銀(yin)(yin)行(xing)前兩(liang)位(wei)(wei)。股份制商(shang)業(ye)銀(yin)(yin)行(xing)投(tou)(tou)訴(su)量的(de)中(zhong)位(wei)(wei)數為(wei)3486件(jian)，光大銀(yin)(yin)行(xing)、中(zhong)信銀(yin)(yin)行(xing)的(de)投(tou)(tou)訴(su)量位(wei)(wei)列(lie)股份制商(shang)業(ye)銀(yin)(yin)行(xing)前兩(liang)位(wei)(wei)。外(wai)資(zi)法人銀(yin)(yin)行(xing)投(tou)(tou)訴(su)量的(de)中(zhong)位(wei)(wei)數為(wei)3.5件(jian)，東亞(ya)銀(yin)(yin)行(xing)投(tou)(tou)訴(su)量位(wei)(wei)列(lie)外(wai)資(zi)法人銀(yin)(yin)行(xing)第一。

　　《通報》指出，國(guo)(guo)有大(da)型商業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)(de)(de)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)298.7件/千(qian)營(ying)業(ye)(ye)(ye)網點(dian)，平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)73.6件/千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)。交通銀(yin)(yin)行(xing)(xing)(xing)(xing)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)、平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)均(jun)位(wei)(wei)(wei)(wei)列(lie)(lie)國(guo)(guo)有大(da)型商業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)第(di)一；股份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)(de)(de)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)1932.0件/千(qian)營(ying)業(ye)(ye)(ye)網點(dian)，平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)338.0件/千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)。光大(da)銀(yin)(yin)行(xing)(xing)(xing)(xing)、中(zhong)信銀(yin)(yin)行(xing)(xing)(xing)(xing)、平(ping)(ping)(ping)(ping)安銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)(de)(de)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)位(wei)(wei)(wei)(wei)列(lie)(lie)股份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)前(qian)三位(wei)(wei)(wei)(wei)，恒(heng)豐銀(yin)(yin)行(xing)(xing)(xing)(xing)、光大(da)銀(yin)(yin)行(xing)(xing)(xing)(xing)、中(zhong)信銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)(de)(de)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)位(wei)(wei)(wei)(wei)列(lie)(lie)股份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)前(qian)三位(wei)(wei)(wei)(wei)；外(wai)資法人(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)(de)(de)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)173.9件/千(qian)營(ying)業(ye)(ye)(ye)網點(dian)，平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)的(de)(de)(de)中(zhong)位(wei)(wei)(wei)(wei)數(shu)為(wei)358.4件/千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)。東亞(ya)銀(yin)(yin)行(xing)(xing)(xing)(xing)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)營(ying)業(ye)(ye)(ye)網點(dian)投訴(su)(su)量(liang)(liang)位(wei)(wei)(wei)(wei)列(lie)(lie)外(wai)資法人(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)第(di)一，匯豐銀(yin)(yin)行(xing)(xing)(xing)(xing)平(ping)(ping)(ping)(ping)均(jun)每(mei)(mei)(mei)(mei)千(qian)萬(wan)(wan)個(ge)人(ren)客(ke)戶(hu)(hu)(hu)投訴(su)(su)量(liang)(liang)位(wei)(wei)(wei)(wei)列(lie)(lie)外(wai)資法人(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)第(di)一。

　　《通報(bao)》指出，2021年第(di)二(er)季度(du)，涉及信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)46273件，同(tong)比(bi)增(zeng)長37.2%，占(zhan)投(tou)(tou)訴(su)總(zong)(zong)量的(de)(de)54.8%。國(guo)有大型(xing)(xing)商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)13811件，同(tong)比(bi)增(zeng)長71.8%，占(zhan)國(guo)有大型(xing)(xing)商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)(zong)量的(de)(de)52.0%；股份(fen)制商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)29161件，同(tong)比(bi)增(zeng)長21.9%，占(zhan)股份(fen)制商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)(zong)量的(de)(de)83.0%；外資(zi)法(fa)人銀(yin)行(xing)(xing)(xing)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)274件，同(tong)比(bi)減少2.8%，占(zhan)外資(zi)法(fa)人銀(yin)行(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)(zong)量的(de)(de)74.7%。交(jiao)通銀(yin)行(xing)(xing)(xing)、農業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)的(de)(de)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)量位(wei)(wei)列國(guo)有大型(xing)(xing)商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)前兩位(wei)(wei)。光大銀(yin)行(xing)(xing)(xing)、中信銀(yin)行(xing)(xing)(xing)、民生銀(yin)行(xing)(xing)(xing)的(de)(de)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)量位(wei)(wei)列股份(fen)制商(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)前三位(wei)(wei)。東亞銀(yin)行(xing)(xing)(xing)信用(yong)(yong)(yong)卡業(ye)(ye)(ye)務(wu)(wu)投(tou)(tou)訴(su)量位(wei)(wei)列外資(zi)法(fa)人銀(yin)行(xing)(xing)(xing)第(di)一(yi)。

　　2021年(nian)第(di)二季度，銀(yin)保監(jian)會(hui)及其(qi)派出機構接收并轉(zhuan)送的(de)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)業(ye)(ye)(ye)(ye)消費(fei)投(tou)訴(su)中(zhong)，涉(she)及個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)23059件，同(tong)(tong)比(bi)增長52.2%，占(zhan)投(tou)訴(su)總量(liang)的(de)27.3%。國有大(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)4322件，同(tong)(tong)比(bi)增長53.8%，占(zhan)國有大(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)投(tou)訴(su)總量(liang)的(de)16.3%；股(gu)(gu)份制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)3117件，同(tong)(tong)比(bi)增長48.6%，占(zhan)股(gu)(gu)份制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)投(tou)訴(su)總量(liang)的(de)8.9%；外(wai)資(zi)法(fa)(fa)人(ren)(ren)(ren)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)41件，同(tong)(tong)比(bi)減(jian)少10.9%，占(zhan)外(wai)資(zi)法(fa)(fa)人(ren)(ren)(ren)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)投(tou)訴(su)總量(liang)的(de)11.2%。工商(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)、農業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)的(de)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)量(liang)位列國有大(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)前兩位。光大(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)、平安銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)的(de)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)量(liang)位列股(gu)(gu)份制(zhi)商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)前兩位。渣打銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)個人(ren)(ren)(ren)貸(dai)(dai)款(kuan)業(ye)(ye)(ye)(ye)務(wu)(wu)投(tou)訴(su)量(liang)位列外(wai)資(zi)法(fa)(fa)人(ren)(ren)(ren)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)第(di)一。

　　2021年第二季度(du)，銀保(bao)監會(hui)及其派出機構接(jie)收并轉(zhuan)送的(de)(de)銀行(xing)(xing)業(ye)(ye)消費投(tou)訴(su)中，涉(she)及理(li)財類(lei)業(ye)(ye)務(wu)投(tou)訴(su)4334件，同(tong)比(bi)(bi)減(jian)少(shao)59.2%，占(zhan)投(tou)訴(su)總量(liang)的(de)(de)5.1%。國有大(da)型(xing)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)理(li)財類(lei)業(ye)(ye)務(wu)投(tou)訴(su)2691件，同(tong)比(bi)(bi)減(jian)少(shao)69.5%，占(zhan)國有大(da)型(xing)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)投(tou)訴(su)總量(liang)的(de)(de)10.1%；股(gu)份(fen)制(zhi)(zhi)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)理(li)財類(lei)業(ye)(ye)務(wu)投(tou)訴(su)1003件，同(tong)比(bi)(bi)減(jian)少(shao)24.0%，占(zhan)股(gu)份(fen)制(zhi)(zhi)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)投(tou)訴(su)總量(liang)的(de)(de)2.9%。郵儲銀行(xing)(xing)理(li)財類(lei)業(ye)(ye)務(wu)投(tou)訴(su)量(liang)位列國有大(da)型(xing)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)第一(yi)。招商(shang)(shang)銀行(xing)(xing)、光大(da)銀行(xing)(xing)、平安銀行(xing)(xing)的(de)(de)理(li)財類(lei)業(ye)(ye)務(wu)投(tou)訴(su)量(liang)位列股(gu)份(fen)制(zhi)(zhi)商(shang)(shang)業(ye)(ye)銀行(xing)(xing)前三位。