中證網(wang)訊（記者 歐陽劍環）銀(yin)(yin)(yin)(yin)保監(jian)會網(wang)站(zhan)3月8日消(xiao)(xiao)(xiao)息，銀(yin)(yin)(yin)(yin)保監(jian)會消(xiao)(xiao)(xiao)費者權(quan)益保護局日前發布(bu)的《關于2021年(nian)(nian)第四季度(du)銀(yin)(yin)(yin)(yin)行業消(xiao)(xiao)(xiao)費投訴情況的通報》（以(yi)下簡稱(cheng)《通報》）顯示，2021年(nian)(nian)第四季度(du)，銀(yin)(yin)(yin)(yin)保監(jian)會及其(qi)派出機構共(gong)接(jie)收并轉送銀(yin)(yin)(yin)(yin)行業消(xiao)(xiao)(xiao)費投訴90595件，環比增(zeng)長3.8%。 

　　其(qi)中，涉及國有大型商業銀(yin)行(xing)27737件(jian)(jian)(jian)，環(huan)(huan)(huan)比減(jian)少(shao)1.1%，占(zhan)投(tou)訴(su)總量(liang)(liang)的30.6%；股份制商業銀(yin)行(xing)33017件(jian)(jian)(jian)，環(huan)(huan)(huan)比增長(chang)2.1%，占(zhan)投(tou)訴(su)總量(liang)(liang)的36.4%；外資法(fa)人銀(yin)行(xing)446件(jian)(jian)(jian)，環(huan)(huan)(huan)比減(jian)少(shao)12.4%，占(zhan)投(tou)訴(su)總量(liang)(liang)的0.5%；城(cheng)市(shi)商業銀(yin)行(xing)（含民營銀(yin)行(xing)）11892件(jian)(jian)(jian)，環(huan)(huan)(huan)比增長(chang)13.8%，占(zhan)投(tou)訴(su)總量(liang)(liang)的13.1%；農村中小(xiao)金(jin)(jin)融機(ji)構(gou)5634件(jian)(jian)(jian)，環(huan)(huan)(huan)比增長(chang)0.2%，占(zhan)投(tou)訴(su)總量(liang)(liang)的6.2%；其(qi)他銀(yin)行(xing)業金(jin)(jin)融機(ji)構(gou)11869件(jian)(jian)(jian)，環(huan)(huan)(huan)比增長(chang)14.9%，占(zhan)投(tou)訴(su)總量(liang)(liang)的13.1%。

　　國(guo)(guo)有大(da)型(xing)商業(ye)銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)量(liang)的中(zhong)位(wei)(wei)(wei)數為(wei)4547.5件。工商銀(yin)(yin)行(xing)(xing)(xing)、農業(ye)銀(yin)(yin)行(xing)(xing)(xing)的投(tou)訴(su)量(liang)位(wei)(wei)(wei)列(lie)國(guo)(guo)有大(da)型(xing)商業(ye)銀(yin)(yin)行(xing)(xing)(xing)前(qian)兩位(wei)(wei)(wei)。股份制(zhi)商業(ye)銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)量(liang)的中(zhong)位(wei)(wei)(wei)數為(wei)2883件。興業(ye)銀(yin)(yin)行(xing)(xing)(xing)、浦發銀(yin)(yin)行(xing)(xing)(xing)的投(tou)訴(su)量(liang)位(wei)(wei)(wei)列(lie)股份制(zhi)商業(ye)銀(yin)(yin)行(xing)(xing)(xing)前(qian)兩位(wei)(wei)(wei)。外資法人銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)量(liang)的中(zhong)位(wei)(wei)(wei)數為(wei)30件。東(dong)亞銀(yin)(yin)行(xing)(xing)(xing)投(tou)訴(su)量(liang)位(wei)(wei)(wei)列(lie)外資法人銀(yin)(yin)行(xing)(xing)(xing)第一。

　　2021年第(di)四季度(du)，涉及(ji)信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)44968件(jian)，環(huan)(huan)比(bi)增(zeng)長(chang)1.3%，占投(tou)(tou)訴(su)(su)(su)總量(liang)的(de)(de)(de)49.6%。在(zai)涉及(ji)國有(you)大型商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)投(tou)(tou)訴(su)(su)(su)中，信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)14037件(jian)，環(huan)(huan)比(bi)減少(shao)2.3%，占國有(you)大型商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)總量(liang)的(de)(de)(de)50.6%；在(zai)涉及(ji)股(gu)份制商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)投(tou)(tou)訴(su)(su)(su)中，信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)25756件(jian)，環(huan)(huan)比(bi)增(zeng)長(chang)1.0%，占股(gu)份制商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)總量(liang)的(de)(de)(de)78.0%；在(zai)涉及(ji)外(wai)資法(fa)人銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)投(tou)(tou)訴(su)(su)(su)中，信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)294件(jian)，環(huan)(huan)比(bi)減少(shao)7.8%，占外(wai)資法(fa)人銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)總量(liang)的(de)(de)(de)65.9%。工商(shang)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、交通(tong)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)量(liang)位(wei)列國有(you)大型商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)前兩位(wei)。興(xing)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、浦發銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)量(liang)位(wei)列股(gu)份制商(shang)業(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)前三位(wei)。東(dong)亞銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)信(xin)用(yong)(yong)卡業(ye)(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)量(liang)位(wei)列外(wai)資法(fa)人銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)第(di)一(yi)。

　　2021年第(di)(di)四季度，涉及(ji)個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)29074件，環比(bi)增長(chang)3.7%，占投(tou)(tou)訴(su)總(zong)量的(de)32.1%。在涉及(ji)國有(you)大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)投(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)4847件，環比(bi)減少14.1%，占國有(you)大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)量的(de)17.5%；在涉及(ji)股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)投(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)4005件，環比(bi)減少0.6%，占股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)量的(de)12.1%；在涉及(ji)外(wai)資法人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)投(tou)(tou)訴(su)中(zhong)，個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)55件，環比(bi)減少14.1%，占外(wai)資法人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)總(zong)量的(de)12.3%。工商(shang)(shang)(shang)銀(yin)(yin)行(xing)(xing)(xing)(xing)、農業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)量位列(lie)國有(you)大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)前兩位。平安銀(yin)(yin)行(xing)(xing)(xing)(xing)、光大銀(yin)(yin)行(xing)(xing)(xing)(xing)的(de)個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)量位列(lie)股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)前兩位。渣打(da)銀(yin)(yin)行(xing)(xing)(xing)(xing)個人(ren)(ren)貸(dai)(dai)款(kuan)(kuan)業(ye)(ye)(ye)務(wu)(wu)(wu)投(tou)(tou)訴(su)量位列(lie)外(wai)資法人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)第(di)(di)一。

　　2021年第四(si)季度，涉及(ji)理財(cai)類(lei)業(ye)(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)3802件，環比(bi)(bi)減(jian)少4.2%，占投(tou)(tou)(tou)訴(su)(su)總(zong)量的4.2%。在涉及(ji)國有(you)(you)大(da)(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)的投(tou)(tou)(tou)訴(su)(su)中，理財(cai)類(lei)業(ye)(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)1962件，環比(bi)(bi)減(jian)少16.9%，占國有(you)(you)大(da)(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)投(tou)(tou)(tou)訴(su)(su)總(zong)量的7.1%；在涉及(ji)股份制商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)的投(tou)(tou)(tou)訴(su)(su)中，理財(cai)類(lei)業(ye)(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)943件，環比(bi)(bi)增長6.8%，占股份制商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)投(tou)(tou)(tou)訴(su)(su)總(zong)量的2.9%。郵儲銀(yin)行(xing)(xing)理財(cai)類(lei)業(ye)(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)量位(wei)列國有(you)(you)大(da)(da)型商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)第一。招商(shang)(shang)銀(yin)行(xing)(xing)、平安(an)銀(yin)行(xing)(xing)、興業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)的理財(cai)類(lei)業(ye)(ye)(ye)(ye)務(wu)投(tou)(tou)(tou)訴(su)(su)量位(wei)列股份制商(shang)(shang)業(ye)(ye)(ye)(ye)銀(yin)行(xing)(xing)前三(san)位(wei)。

　　銀(yin)保監會表示，將嚴格按照(zhao)《銀(yin)行業(ye)保險業(ye)消費(fei)投(tou)訴處理(li)管理(li)辦法》繼續加大投(tou)訴處理(li)監管力(li)度，督促銀(yin)行業(ye)金融(rong)機構落實主體責任(ren)，扎實做(zuo)好投(tou)訴處理(li)工作，加強源頭治(zhi)理(li)，改進(jin)服(fu)務質量，維護(hu)好消費(fei)者(zhe)的合法權(quan)益。