摘要摘要
美国次贷危机引发的全球金融海啸使世界多国金融体系遭受重创，更令
众多投资者和金融消费者遭受重大财产损失。后危机时代，全球各国对金融
危机发生的深层次原因进行总结和反思，其中金融创新过度、行为监管不足、
对金融消费者保护不足等原因成为主流思想。近年来，我国金融业发展迅猛，
金融产品与服务不断丰富，但也出现了大量的金融消费侵权纠纷，巨额存款
失踪、存款变保单、理财业务“飞单”、银行乱收费、强制捆绑销售等报道
屡屡见诸报端，金融机构与金融消费者之间矛盾突出，甚至引发群体事件，
威胁社会稳定。金融是现代经济的核心，金融业的稳定对一国经济社会的发
展与稳定影响甚大。我国金融消费者数量庞大，是我国金融业发展的根基，
金融消费者的信心与稳定也决定着我国金融是否能健康稳健发展。因此，在
我国研究金融消费者权益保护工作意义尤其重大

早在上世纪 60 年代，随着全球风起云涌的消费者保护运动，金融消费
者保护也悄然兴起，并渐渐纳入各国金融监管范畴。90 年代中后期，英国经
济学家泰勒“双峰理论”(Twin Peaks)的提出，为金融消费者保护与审慎性
监管共同成为金融监管的两大并行目标提供了理论依据。特别是 2008 年金
融危机后，加强金融消费者保护成为世界各主要经济组织及金融监管当局的
共识，相继出台了一系列与保护金融消费者权益相关的法律、法规和监管条
例。笔者在对近年来国内外金融消费者保护研究成果进行梳理的基础上，重
点针对信息不对称理论、行为金融学理论以及社会责任和企业伦理学理论等
研究理论框架进行了归纳总结，从金融消费者存在的信息劣势、行为和认知
偏差以及金融企业肩负的社会责任等方面论证了对金融消费者给予适当倾
斜、实施特殊保护的必要性

本文对我国金融消费者保护框架、金融消费权益侵害现状进行了综述，
对金融消费侵权的表现形式、基本特征以及纠纷解决的主要途径进行了分四川银行业金融消费者权益保护研究析，认为我国金融消费者权益保护工作在市场保护、监管保护、行业自律保
护、消费者自身保护、消保法律保护等方面存在五大不足，对金融消费者的
安全权、公平交易权、知情权、自主选择权、依法求偿权等权利造成损害

同时本文还重点对四川地区银行业消费者保护状况进行了阐述，在对金融消
费纠纷投诉数据进行统计分析的基础上，分析论证了我国金融消费侵权行为
的发生主要源于我国金融消费立法存在缺失、金融监管资源有限、金融机构
主动保护意识不强、金融消费者素质较低、金融纠纷解决渠道不畅、行业自
律组织监督不足以及金融信息不对称现象严重等原因。结合近年来四川地区
发生的理财业务“飞单”、银保业务违规销售、柜员盗取储蓄存款以及营业
网点服务歧视等四个典型案例，对金融消费侵权行为进行了实证分析，为金
融机构加强消费者权益保护、消除社会矛盾、提升服务质量等提供了参考案
例

为提供更多参考借鉴，本文还对英国的金融监管体制改革、美国金融监
管模式与纠纷处理程序以及台湾地区金融消费者保护立法等方面的保护经
验进行了重点阐述，并结合行为监管实际案例对金融消费者保护工作的效果
进行了验证。在此基础上，根据我国实际国情，从政府、金融监管部门、金
融机构、独立第三方以及社会等方面，对我国加强金融消费者权益保护给出
了加强立法保护、加强行为监管、催生金融机构消保内生动力、构建非诉第
三方纠纷解决机制、加强金融消费者教育等五方面的措施建议

关键词：金融消费者 信息不对称 金融消费侵权 消费者权益保护AbstractAbstract
The global financial crisis triggered by the subprime mortgage crisis in the
U.S. has brought about dramatic damages to finance systems of many nations, and
heavy losses to many investors and financial consumers. After the crisis, all the
countries around the world rethought profoundly and summarized the causes of the
crisis, which include excessive financial innovations, insufficient supervisions of
behaviors, lack of financial consumer protections, etc. In recent years, finance
industry in China has been developing rapidly, manifested by constant increase of
financial products and services. Meanwhile, a large number of disputes over
financial consumer rights infringements has occurred and been regularly reported
by social media, such as a large amount of personal savings disappeared , bank
deposits turned into insurances, bank employees sold financial products on a
commission basis illegally, banks charged fees against rules, bank employees sold
financial products with unfair terms, etc. Moreover, some of those disputes caused
collective conflicts and even brought threats to social stability. Finance is the core
of economy, and the stability of finance has great influence on the development of
national economic society. In China, there are a large number of financial
consumers, which forms the foundation of finance industry. The confidence and
stability of financial consumers also determines whether the finance industry in
China can develop robustly and stably. Therefore, studying on financial consumer
protection is very significant in China.
In the early 1960s, as the consumer protection campaign arose worldwide, the
financial consumer protection also sprouted and had been covered in the scope of
financial supervision. In late 1990s, Mr. Tyler, the British economist, proposed
“twin peek” theory, which eventually provided theoretical basis for making the
financial consumer protection and prudential supervision into “the parallel two
purpose” of financial supervision. Especially after the occurrence of financial
crisis in 2008, strengthening the work of financial consumers protection becameResearch on Financial Consumer Protection of the Banking Industry in Sichuanthe common idea of the world’s major economic organizations and financial
supervision bodies, and a series of laws, regulations and regulatory ordinance was
introduces in an effort to protect the rights and interests of financial consumers.
The author has studied both the domestic and foreign researches on financial
consumer protection published in recent years, with an emphasis on theoretic
frameworks, such as asymmetry of information, study of behavioral finance, social
responsibility, corporate ethics, etc. The author has concluded that appropriate
supports and implementations of special financial consumer protections are
necessary, based on the argumentations, for example financial consumers have
disadvantages of information, financial consumers have behavioral and cognitive
deviations, and financial institutions have the social responsibilities.
This paper reviews the framework of financial consumer protection and
current situation of financial consumer rights infringements in China, and it also
analyzes the manifestations and basic characteristics of financial consumer rights
infringements, as well as the main ways of settling disputes. This paper shows that
there are five deficiencies in the work of financial consumer protection in China in
the aspects of market protection, supervision protection, self-discipline of industry,
self-protection of consumers, and consumer protection legislation. The above
deficiencies result in the infringements of financial consumers rights of security,
fair trading, knowing, making choices, etc. Moreover, this paper demonstrates the
current situation of financial consumer protection in Sichuan based on statistical
analysis of financial consumers complains data. Financial consumer rights
infringements often occur in China, due to factors such as deficiencies in domestic
legislation of financial consumer protection, limitations on financial supervisory
resources, insufficient active awareness of financial institutions, relatively low
qualities of financial consumers, inability of settling disputes, inadequate
supervision by self-discipline organizations, and asymmetry of financial
information. From the aspects of financial institutions in terms of strengthening
financial consumer protection, eliminating social conflicting, and enhancing
service quality, this paper empirically analyzes 4 classic cases of financial
consumer rights infringements in Sichuan, including illegal sales of financial
products on a commission basis by bank employees, sales of insurance against
rules by bank employees, stealing deposits by bank tellers, and provision ofAbstractdiscriminative services by banks.
For the purpose of providing more reference, this paper reviews the reform of
financial supervision system in Britain, the financial supervision pattern and
protocol of financial disputes settlement in the U.S., and the legislation on
financial consumer protection in Taiwan, and it also validates the effects of the
work of financial consumer protection with existing cases of behavioral
supervision. From the perspective of government, financial supervision department,
financial institutions, independent third-party, and society, this paper eventually
presents five realistic options of strengthening the work of financial consumer
protection in China, which are enhancing legislation protection, enhancing
behavioral supervision, hastening financial institutions’ inner strengths of financial
consumer protection, building settlement mechanism for disputes without