大消保筑基，金融为民见真章：广发银行济南分行以全流程守护绘就民生服务新图景

Core Viewpoint - Guangfa Bank Jinan Branch is actively promoting consumer rights protection through various initiatives, emphasizing financial safety education and a comprehensive consumer protection management system [2][3][4]. Group 1: Consumer Protection Initiatives - The bank has integrated the "Big Consumer Protection" concept into all business processes, focusing on consumer rights protection and financial services for the public [2][4]. - A multi-level consumer protection management system has been established, following the guidelines from national financial regulatory authorities [3][4]. - The bank has implemented a "three arrows" work system to clarify responsibilities at all levels, ensuring that consumer protection is a priority for all employees [4]. Group 2: Customer Satisfaction and Complaint Management - Guangfa Bank Jinan Branch has seen an 18.8% decrease in complaints in the first half of 2025, indicating improved service levels and customer satisfaction [6]. - The bank has set up multiple channels for consumer feedback and complaint resolution, including a dedicated complaint reception day for branch leaders [5][6]. - A mechanism for tracing and addressing consumer complaints has been established, ensuring a long-term solution to issues raised by customers [5]. Group 3: Financial Education and Awareness - The bank has conducted various financial education activities, reaching over 71.68 million people through both online and offline channels [9][10]. - Innovative financial education initiatives, such as interactive events and scenario-based learning, have been implemented to enhance consumer financial literacy [7][8]. - The bank has organized numerous educational sessions in rural areas, schools, and communities to spread financial knowledge and prevent fraud [9][10]. Group 4: Comprehensive Financial Services - As a member of the China Life Group, Guangfa Bank Jinan Branch has served over 300,000 individual customers, providing a wide range of financial products and services [10][11]. - The bank has launched various credit card products tailored to consumer needs, with over 130,000 cards issued through the China Life channel [11]. - Loan products have been developed to meet diverse customer financing needs, with a total of 529 million yuan in loans disbursed through the China Life channel [11]. Group 5: Future Outlook - The bank aims to continue enhancing its consumer protection mechanisms and innovative services, ensuring that consumer rights are safeguarded while connecting finance with public welfare [12].