Xingye Bank Hangzhou Branch: Doing Good Deeds for the People, Writing Consumer Protection Achievements

The tide of Qiantang surges endlessly. The vitality of finance is reflected not only in the vigorous momentum serving the real economy but also in the delicate warmth of protecting people’s “purses.” Rooted in the land of Zhejiang, Industrial Bank’s Hangzhou Branch always takes “serving the people” as the starting point and focus of consumer protection work. Through warm-hearted initiatives and practical measures, it strengthens the financial safety net, conveys the warmth of finance for the people, and writes a consumer protection report that is powerful, profound, and warm.

Innovating Financial Education, Enhancing the Brand of Consumer Protection

“Dear students, school is starting! There’s a magical ‘little partner’ in life that can help us get our favorite stationery, delicious snacks, and even plan our future goals. Can you guess who it is?” On the evening of March 4th, Zhang Kaina, a member of the consumer protection instructor team from Industrial Bank Hangzhou Branch, brought a wonderful financial exploration journey to children across the province on Zhejiang Children’s Channel. This is another vivid example of the bank’s innovative financial education and its efforts to safeguard residents’ “purses.”

Improving financial literacy among the public and building the first line of defense against fraud are key. Hangzhou Branch of Industrial Bank has been deeply cultivating campus financial education branding, creating the “First Lesson of the New Semester” series for three consecutive years. In September 2024, the bank partnered with the Hangzhou Anti-Fraud Center and Zhejiang Channel 6 to hold the “Industrial Bank Hangzhou Branch Cup” financial knowledge contest at Zhejiang University of Finance and Economics, attracting over 5,000 students online and offline, with live viewers exceeding 260,000. In October 2025, the bank collaborated with Zhejiang University to launch the “Zhe” Consumer Protection Public Class, featuring a self-produced and directed skit “God” that vividly reenacts scam tactics, transforming professional financial knowledge into easy-to-understand safety guidelines for students. In March this year, as a prelude to the 3.15 Consumer Rights Protection Series, the bank participated in Zhejiang Children’s Channel’s “First Financial Class of Zhejiang” online financial literacy course, benefiting students and families from 4,200 primary and secondary schools across the province. The consumer protection instructor team served as the main speakers, leveraging the “one student influences one family” ripple effect to embed financial knowledge into thousands of households.

In Shaoxing, financial knowledge “delivered with orders” includes anti-fraud warnings delivered with takeout; in Huzhou, “Night Market of Finance” features police and bank cooperation analyzing scam methods, reaching over 200,000 viewers online and offline… Anti-fraud publicity, always at the forefront of innovation by financial personnel. According to relevant personnel from Industrial Bank Hangzhou Branch, by 2025, the bank will have established 16 new financial education bases in collaboration with schools, hospitals, and associations, holding over 2,000 promotional activities, reaching more than 800,000 financial consumers online and offline. A broad, diverse, and precise financial education network is taking shape, with heartfelt efforts to enhance the brand of consumer protection.

Uplifting the Most Beautiful “Sunset Red,” Painting a Happy Silver Age

“Standing on this stage, I feel ten years younger! More importantly, through this activity, I’ve memorized those scam tactics well, and I won’t be easily fooled in the future,” said Aunt Wang during the “Xingfengcai Dream Show” at Industrial Bank Hangzhou Branch.

Supporting the elderly is a cornerstone of social harmony. As a pioneer in domestic pension finance, Industrial Bank launched the “An Yu Life” brand in 2012, building an integrated pension financial ecosystem with “dedicated service, happy classes, value-added benefits, and activity platforms.” Focusing on pension financial services, elderly care financial services, and pension industry finance, the bank empowers the “sunset” industry to shine with vitality. Relying on 55 “An Yu Elderly Care Service Stations” across the province, the Hangzhou Branch collaborates with over 200 senior universities and nursing homes, regularly conducting pension-themed financial education activities in nearly a thousand communities. By 2025, over 2,000 events will have been held, serving more than 50,000 elderly individuals, creating a warm and professional elderly financial service ecosystem.

While strengthening basic services, the “Xingfengcai Dream Show” has become an innovative platform combining “artistic performances + financial education.” On stage, elderly friends showcase talents and radiate charm, while the bank integrates financial knowledge promotion into the event, subtly enhancing their financial literacy and risk awareness, truly achieving the organic integration of “elderly happiness” and “elderly learning.”

“We rely on the An Yu Life Club to build a ‘multi-dimensional, full-cycle’ aging-friendly financial education system, helping more seniors shine in the tide of the times, and allowing elderly clients to feel respected, convenient, and safe in financial services, writing a new chapter of happiness under the ‘silver wave,’” said a relevant person from Industrial Bank Hangzhou Branch.

Building a “Heart-to-Heart” Bridge to Resolve Conflicts, Ensuring Every Issue Has a Solution

At Industrial Bank Taizhou Huangyan Branch, there is a special “Consumer Protection Office.” Opening the door reveals not only a clean setup but also stories of conflicts turning into reconciliation, frowns into smiles. Many customers come angry but leave with joy. This is the frontline of the bank’s practice of the new era “Fengqiao Experience,” embodying warmth in conflict resolution.

This office’s story is a vivid microcosm of the consumer protection work at Industrial Bank Hangzhou Branch. In 2024, thanks to its solid exploration in grassroots conflict resolution, it was awarded the “Excellent Practice Case of New Era ‘Fengqiao Experience’ Service Outlet” by Zhejiang Financial Supervision Bureau. Here, “calm” is not just advice but a mechanism—cooling emotions, warming communication, returning service to rationality and warmth.

In financial services, disputes are inevitable. How to respond efficiently and resolve issues properly is a “touchstone” for evaluating consumer protection work. The Hangzhou Branch always regards complaint management as a priority, adhering to the promise of “respond to every complaint, answer every question,” and ensuring “every issue has a solution, every matter receives a response.”

“Small issues stay within the branch, big issues are handled within the organization, and conflicts are resolved internally,” guided by the new era “Fengqiao Experience,” the branch continuously advances from four aspects: consolidating complaint management systems, enhancing staff service awareness, strengthening complaint assessment, and deepening key problem rectification. It promotes standardized, refined, and humane complaint handling processes, continuously improving compliance levels. By 2025, the bank aims for a 100% resolution rate for consumer complaints and a 96% satisfaction rate, ensuring efficient and warm handling of financial disputes.

Building a “Warm Heart Shield” with Technology, Improving Consumer Protection Quality and Efficiency

While deepening offline consumer protection services, the Hangzhou Branch actively follows the bank’s digital transformation, shifting from “manual” to “intelligent” protection, using cutting-edge technology to weave a dense protective net for financial consumers’ rights.

The branch actively participates in developing the bank’s “Consumer Protection Big Model Intelligent Review Platform,” applying AI large models to the entire consumer protection review process. In key areas such as product design, marketing, and agreement drafting, intelligent review mechanisms are integrated early to identify and prevent potential risks from the source, significantly improving review efficiency and quality. Additionally, the branch uses AI models to improve complaint tagging and data analysis systems, ensuring standardized complaint entry, accurate classification, and implementing early warning functions to preemptively identify risks and resolve issues early.

Through continuous upgrades in digital intelligence, the Hangzhou Branch is making consumer protection work more precise and efficient, allowing digital achievements to benefit more and fairer to a broader range of financial consumers.

Spraying the “Wealth Road” with Inclusive Water, Nourishing Thousands of Homes

The warmth of consumer protection is not only reflected in safeguarding rights but also in vibrant practices serving the real economy.

In Anchang Ancient Town, the century-old brand Renchang Soy Sauce Factory is writing a story of “breakthrough.” From online e-commerce in 2016 to now creating popular new products like “soy sauce ice cream” and “soy sauce crispy biscuits,” gaining over 100,000 followers and revitalizing the brand, the continuous support from Industrial Bank Hangzhou Branch is behind this success. In 2022, during the critical period of enterprise digital transformation, the bank promptly provided a credit line of 30 million yuan; in 2024, it increased the credit limit to 35 million yuan to help the company upgrade and expand, allowing the century-old soy sauce to reach nationwide.

In Lin’an, Hangzhou, a mountain walnut has become a “wealth dream” for 100,000 farmers. Addressing the seasonal and urgent funding needs during walnut harvest, the bank innovated the “Agricultural Credit Guarantee + Credit Loan” model, using big data to accurately profile enterprises, providing pure credit loans for Geographical Indication products. By the end of 2025, the bank had extended over 85 million yuan in credit to the local roasted nut industry, making the circulation of walnuts from “tree top” to “table” smoother.

The craftsmanship of the “Century-old Soy Sauce Factory” and the aroma of “mountain walnuts” spreading far and wide are not only vivid examples of financial consumer protection safeguarding people’s “purses” but also dynamic practices of Industrial Bank Hangzhou Branch’s transition from “rights protection” to “value creation.” This protection exists in the lively atmosphere of supporting the real economy and ultimately guards the aspirations of thousands of families for a better life.

2026 marks the beginning of the “14th Five-Year Plan.” Standing at this new historical juncture, Industrial Bank Hangzhou Branch will always uphold the original intention of “finance for the people,” strengthening defenses with more pragmatic measures, conveying warmth through more caring services, and demonstrating responsibility with greater professionalism. In the surging tide of the era, Zhejiang Industrial Bank people will diligently write a good consumer protection chapter, allowing the financial water to resonate with the Qiantang River’s waves, jointly creating a powerful force to safeguard a better life.

(Reviewed by: Wei Min)

(Editor: Dong Pingping)

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