关于信用卡消费纠纷解决机制的调查报告

发布时间：2018-05-06 00:13

本文选题：金融消费者 + 信用卡纠纷　；参考：《山西大学》2015年硕士论文

【摘要】：建立健全金融消费纠纷解决机制,对于保护金融消费者合法权利及利益至关重要,为此,金融业发达国家设置了兼具独立与权威的机构处理金融消费纠纷。我国的“一行三会”已分别设立了专司金融消费者保护职责的部门,金融消费者保护日益受到银监会等监管机构的重视。尽管如此,面对日益复杂、专业的金融服务和产品,金融消费者不论是在信息掌握方面,还是经济实力方面都无法与实力强大的金融机构相比；纠纷发生时,由于缺乏高效、便捷的解决方式,其权益难以得到有效救济。因此,建立健全金融消费纠纷解决机制不仅可以解决金融消费者维权难、投诉难的问题,对保护金融消费者权益也有重要现实意义。信用卡消费是金融消费的重要内容,由此产生的消费纠纷具有一定的普遍性及代表性,通过对信用卡消费纠纷解决机制的研究,可以为我国金融消费纠纷解决机制的完善提供参考。论文运用实证分析、比较分析、文献分析等方法,通过对调查问卷、走访调查,以及相关文献和数据的分析,并结合发达国家的先进经验,指出信用卡消费纠纷解决机制存在的主要问题,并提出具体对策。除引言和结语外,论文共分三部分。第一部分论述调查概况及结果,包括调查范围和对象、调查方法和内容、调查结果的具体分析。通过对主要银行的信用卡开卡申请书、问卷调查结果、信用卡纠纷相关数据的分析,可以看出,我国信用卡纠纷及其解决主要有几个特点：一是信用卡纠纷日益增多；二是经济越发达的地区,信用卡纠纷越多；三是消费者欠缺自我保护意识；四是金融机构忽视争议的解决；五是解决方式缺乏多元化。第二部分分析信用卡消费纠纷解决存在的主要缺陷。结合调查结果以及我国现行的相关法律规定,作者指出信用卡消费纠纷解决机制存在以下问题：缺少专门保护金融消费者的法律法规；内部纠纷解决机制不健全；消费者选择争议处理方式受限制；解决方式间缺乏先后顺序；消费者金融知识匮乏。第三部分合理借鉴国际经验提出完善我国现行信用卡消费纠纷解决机制的具体建议。具体包括：出台专门保护金融消费者的法律法规；完善内部投诉处理机制；保证消费者对处理方法的选择权；将内部投诉处理程序作为前置程序；提高消费者的金融知识水平。
[Abstract]:It is very important to establish and perfect financial consumption dispute resolution mechanism to protect the legal rights and interests of financial consumers. Therefore, financial developed countries have set up independent and authoritative institutions to deal with financial consumption disputes. China's "one party and three sessions" has set up a special responsibility for financial consumer protection departments, financial consumer protection has been increasingly attached importance to the Banking Regulatory Commission and other regulatory bodies. Nevertheless, in the face of increasingly complex, professional financial services and products, financial consumers are unable to compare with powerful financial institutions in terms of information and economic strength; disputes arise because of a lack of efficiency, Convenient solution, its rights and interests are difficult to get effective relief. Therefore, the establishment and improvement of financial consumption dispute resolution mechanism can not only solve the problem of financial consumers' rights and complaints, but also have an important practical significance to protect the rights and interests of financial consumers. Credit card consumption is an important content of financial consumption. The resulting consumption disputes have a certain universality and representativeness. It can provide reference for the perfection of financial consumption dispute resolution mechanism in China. The paper uses the methods of empirical analysis, comparative analysis, literature analysis, through questionnaire, interview, and related literature and data analysis, and combines the advanced experience of developed countries. This paper points out the main problems existing in the dispute resolution mechanism of credit card consumption, and puts forward some concrete countermeasures. In addition to the introduction and conclusion, the paper is divided into three parts. The first part discusses the survey survey and results, including the scope and object of investigation, investigation methods and contents, the specific analysis of the survey results. Through the analysis of the credit card application form of the main bank, the result of the questionnaire, and the data of the credit card dispute, we can see that there are several characteristics of the credit card dispute and its solution in our country: first, the credit card dispute is increasing day by day; Second, the more developed areas, the more credit card disputes; third, consumers lack of self-protection awareness; fourth, financial institutions ignore dispute resolution; fifth, lack of diversification of solutions. The second part analyzes the main defects of credit card consumption dispute resolution. Based on the investigation results and relevant laws and regulations in China, the author points out that the following problems exist in the dispute resolution mechanism of credit card consumption: the lack of laws and regulations specifically protecting financial consumers, the imperfect internal dispute resolution mechanism; Consumers are restricted in their choice of dispute resolution, lack of priority among solutions, and lack of financial knowledge. In the third part, the author puts forward some concrete suggestions on how to improve the current dispute resolution mechanism of credit card consumption. It includes: introducing special laws and regulations to protect financial consumers; perfecting internal complaint handling mechanism; ensuring consumers' choice of handling methods; taking internal complaint processing procedures as pre-procedures; improving consumers' financial knowledge level.
【学位授予单位】：山西大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D922.281;D923.8

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