China's National Financial Regulatory Administration has published a revised draft of its rules on handling financial consumer complaints by banking and insurance institutions for public consultation, aiming to protect consumers, standardise complaint handling and promote diversified resolution of consumer disputes. The draft contains six chapters and 52 articles and sets out principles of lawful compliance, diversified resolution, convenience and efficiency, and addressing root causes. It would require institutions to strengthen their complaint-handling systems, mechanisms and processes and provide sufficient resources, while adding a dedicated chapter on diversified dispute resolution that encourages equal negotiation and resolution through settlement or mediation, including through the involvement of industry self-regulatory bodies and mediation organisations. It also stresses that consumers should act in good faith and pursue complaints through proper channels in an objective and rational manner. The administration will review feedback, revise the measures further and publish an implementation version in due course.
China Banking and Insurance Regulatory Commission 2026-03-20
China's National Financial Regulatory Administration launches consultation on revised rules for handling banking and insurance consumer complaints
China's National Financial Regulatory Administration released a draft for public consultation on handling financial consumer complaints by banking and insurance institutions. It emphasizes consumer protection, standardizing complaint handling, and diversified dispute resolution, requiring institutions to enhance systems and processes. It includes a chapter on dispute resolution through negotiation, settlement, or mediation, involving industry bodies and mediation organizations.