Lee Chanjin Meets Directly with Financial Consumers for Complaint Consultations

Lee Chanjin, Governor of the Financial Supervisory Service, is conducting on-site consultations with visitors who came for civil complaints at the Financial Complaints Center on the first floor of the Financial Supervisory Service headquarters. Financial Supervisory Service

원본보기 아이콘

Lee Chanjin, Governor of the Financial Supervisory Service, conducted on-site consultations with visitors who came for civil complaints at the Financial Civil Complaints Center on the first floor of the Financial Supervisory Service headquarters. By meeting directly with financial consumers and sincerely listening to their concerns, the Governor demonstrated his commitment to broadening empathy with consumers and thereby enhancing their trust in the institution.

On November 5, the Financial Supervisory Service announced that Governor Lee, along with 11 other executives and staff members, provided information on the "Financial Supervisory Service Executive Civil Complaints Consultation Day Operation Plan" at the Financial Civil Complaints Center.

Governor Lee met directly with complainants involved in major current issues, such as the Belgium Fund and indemnity health insurance, to understand the difficulties faced in the financial sector and to seriously explain the standards and direction for handling complaints.

A complainant regarding the Belgium Fund, who had subscribed to the Korea Investment & Securities Belgium Fund, filed for dispute mediation, claiming damages due to the omission of important information in the investment prospectus and violations of the seller's duty to explain. Governor Lee stated that, to prevent incomplete sales resulting from insufficient explanations at the time of product sale, the entire process from product design to sales will be fundamentally improved.

He also explained that if future on-site inspections confirm violations of internal controls related to incomplete sales, the Financial Supervisory Service will guide sellers to readjust the compensation standards for all dispute complaints, including those already processed.

Governor Lee also consulted with a complainant regarding indemnity health insurance for cataract surgery. This case involved a complainant who had undergone cataract surgery in the past but whose insurance company refused to pay indemnity insurance benefits, leading to a request for dispute mediation. Governor Lee listened to the claim that the insurance company was refusing payment despite the surgery being performed under a doctor's diagnosis and stated that he would thoroughly review relevant details, including court precedents.

The Financial Supervisory Service stated, "This civil complaints consultation by the Governor is an expression of the management's commitment to leading by example in upholding the top priority of financial consumer protection in financial supervision," and added, "We expect this occasion to reaffirm the importance of communication, where the executive management of the Financial Supervisory Service returns to the basics and directly listens to and empathizes with the voices of financial consumers."

Meanwhile, based on these consultations, the Financial Supervisory Service will strive to ensure that the genuine voices from the field are sincerely reflected in all work, and will promote a reorganization centered on financial consumer protection so that a culture of financial consumer protection can take root throughout the organization in line with public expectations.

© The Asia Business Daily(www.asiae.co.kr). All rights reserved.