券商三季度客户投诉量同比增逾28%，中证协三路径指引行业优化服务

Core Insights - The China Securities Association reported a significant increase in customer complaints in the third quarter of 2025, with 6,835 complaints received, marking a 3.1% increase from the previous quarter and a 28.2% increase year-on-year [1][5]. Complaint Handling Performance - Securities firms resolved 6,496 complaints in the third quarter, achieving a resolution rate of 95.04%, indicating a strong commitment to complaint handling efficiency [2][6]. - Of the resolved complaints, 4,081 were settled through negotiation, resulting in a 60% settlement rate, while 754 complaints were not accepted, accounting for 11.03% of total complaints [2][6]. - The primary sources of complaints included account and permission issues, service and fee complaints, product-related complaints, trading order issues, trading system and software complaints, and credit business complaints [2][6]. Channels of Complaint - The 12386 hotline remains the main channel for investors to report issues, with 68% of complaints being referred through this channel, while 29% were handled directly by institutions [2][6]. - The distribution of complaint sources highlights the importance of the 12386 hotline in investor rights protection, emphasizing the need for securities firms to improve their response efficiency and service quality [2][6]. Recommendations for Service Improvement - The China Securities Association proposed several optimization strategies, including enhancing investor education to reduce complaint rates by utilizing various online and offline resources [3][7]. - There is a push for deeper integration of AI technology within customer service systems to alleviate service pressure during peak business periods, allowing for automated responses to common inquiries while retaining human agents for complex cases [3][7]. - Further development of the 12386 platform is recommended to enhance overall service quality, including expanding data analysis capabilities to identify service shortcomings and establishing a mechanism for monitoring and addressing "black rights protection" issues [4][8].