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    题名: 論公平待客原則制度之最新發展－以英國新消費者責任原則與新加坡公平交易指南為中心
    Recent Developments in the Fair Treatment of Customer - Centered on the UK`s New Consumer Duty and Singapore`s Guidelines on Fair Dealing
    作者: 陳思岑
    Chen, Szu-Tsen
    贡献者: 陳俊元
    Chen, Chun-Yuan
    陳思岑
    Chen, Szu-Tsen
    关键词: 公平待客原則
    金融消費者保護
    金融消費者保護法
    英國新消費者責任原則
    新加坡公平交易指南
    結果監理
    Fair Treatment of Customer
    Financial Consumer Protection
    Financial Consumer Protection Law
    UK’s New Consumer Duty
    Singapore`s Guidelines on Fair Dealing
    Outcome-Based Regulation
    日期: 2023
    上传时间: 2023-08-02 14:23:15 (UTC+8)
    摘要: 金融消費者保護乃為金融危機後各國政府、金融監理機關、國際組織、非政府組織、消費者本身最注重之議題。為重建當時金融消費者對金融市場的信心，並促進健全的金融生態圈發展，各國政府與金融監理機關認為其首要目標係應完善金融消費者保護之立法架構，因此陸續頒布金融消費者保護法，同時成立金融消費評議中心，期望透過立法與設立公平合理的申訴管道，來積極保障消費者權益。而「公平待客」觀念即從金融消費者保護中興起，且逐年受到全球金融市場與監理機關的重視，並接續就該理念訂定相關政策措施，期盼金融機構能具體落實，作為保護消費者的概念與方式之一。
    我國為接軌國際及提升對金融消費者的保護層級，遂於2010年公布金融消費者保護法，並於2015年納入公平待客原則作為業者實務作業時的參考指引，期望金融機構藉由內部文化的建立達成該制度的目標。其後，主管機關更導入對該制度的評核機制，為現行金融檢查項目之一，因此金融機構的實施好壞可直接影響其聲譽。然而，主管機關引進公平待客制度雖立意良善，惟其規範、措施內容、法律定位與政策施行方式仍引發不少質疑，加上金融市場弊案仍不斷發生，顯現在公平待客原則性監理目標下，金融機構並未善盡自我監理效力。本文將圍繞探討公平待客制度面的缺失，並參酌英國及新加坡監理機關對該議題之政策訂定方式、內容、監理態度與發展方向等，以比較法研究及分析各國制度間差異，最終提出對我國政策建議及未來可研擬修正的方向，希冀本文能作為公平待客政策改革的參考資源。
    Financial consumer protection is a top priority for governments, financial regulators, international organizations, non-governmental organizations, and consumers following the financial crisis. To rebuild consumer confidence and foster a stable financial ecosystem, governments and regulators focus on improving the legislative framework for financial consumer protection. They enact laws, establish financial ombudsman institutions, and promote fair treatment of customers through legislation and transparent complaint procedures.
    The concept of fair treatment has gained global attention, leading to the formulation of relevant policies and measures by financial institutions. Our supervisory authority implemented the Financial Consumer Protection Law in 2010, incorporating the fair treatment of customer principle as a practice guideline in 2015. Financial institutions are expected to adopt this principle internally to achieve system objectives. The authority evaluates institutions` implementation, impacting their reputation.
    However, questions remain regarding the measures, legal positions, and policy practices of the fair treatment system. This paper focuses on these issues, analyzing the policies and approaches of regulatory authorities in the UK and Singapore. By comparing their systems, the paper aims to propose policy recommendations and future directions for fair treatment of customer reforms, serving as a reference resource.
    參考文獻: 一、中文文獻 (一) 期刊
    第七章 參考文獻
    1. 何曜琛(2022)，金融消費者保護法下公平待客原則之射程範圍，當代法律， 第 8 期。
    2. 李志峰(2016)，公平合理原則對於金融消費審查制度所扮演的角色-以澳 大利亞金融審查制度為核心，東吳法律學報，第 28 卷第 1 期。
    3. 李虹翎、陳俊元(2021)，初探公平待客原則-兼論我國實務之發展，壽險 管理期刊，第 34 卷第 5 期。
    4. 汪信君(2023)，公平待客原則與保險監理-以金融弱勢之保護為中心，月 旦法學雜誌，第 335 號。
    5. 汪信君(2023)，公平待客原則與保險監理-以金融弱勢保護為中心，月旦 法學雜誌，第 335 期。
    6. 沈大白、黃追(2022)，不當行為之代價-從公平待客談起，《會計研究月刊》， 第 436 期。
    7. 沈大白、黃追(2022)，金融業公平待客之發展現況，會計研究月刊，第 442 期。
    8. 卓俊雄、曾耀鋒(2014)，房貸壽險實務運作與相關法律問題之探討，保險 法論著選集:當代重要議題評析(一)。
    9. 郭大維(2006)，英國監理機制之探討，證券暨期貨月刊，第 24 卷第 4 期。
    10. 陳俊元、朱勗華、廖晨旭、賴彥傑(2021)，金融消費者保護中公平合理原
    則法律實證研究，東吳法律學報，第 23 卷第 4 期。
    11. 陳美菊(2009)，全球金融危機之成因、影響及因應，《經濟研究年刊》第 9
    期。
    12. 陳鴻文、林英星(2017)，類全委投資型保單績效之影響因素分析，華人經
    濟研究第二期。
    13. 黃追(2023)，從金融裁罰與損失事件看金融業公平待客及內部控制之重要
    性，內部稽核第 120 期。
    14. 葉啟洲(2022)，防疫保單的投保與拒保爭議，當代法律，第 7 期。
    15. 葉啟洲(2022)，防疫保險與情勢變更原則，月旦醫事法報告第 72 號。
    16. 葉啟洲(2023)，保險消費者保護與公司治理-公平待客原則與其界限，臺
    灣財經法學論叢，第 5 卷第 1 期。
    17. 羅俊瑋(2020)，原則性之金融監理措施:公平待客原則之探討-以英國制
    度為參考，壽險管理期刊，第 33 卷第 6 期。
    (二) 學位論文
    1. 許嘉竣(2022)，公平待客原則於投資型保險契約適用之研究，國立中正大 學財經法律學研究所碩士在職專班學位論文。
    (三) 政府報告
    1. 金融監督管理委員會，金融監督管理委員會與財團法人金融消費評議中心
    共同舉辦「金融服務業公平待客原則研討會暨簽署儀式」新聞稿，取自:
    https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news
    _view.jsp&dataserno=201511160002&dtable=News。
    2. 金融監督管理委員會，金融服務業公平待客原則 104 年 12 月 31 日，取自:
    https://law.fsc.gov.tw/LawContentHistory.aspx?hid=841 。
    3. 金管會，金管會公布 112 年金融服務業公平待客原則評核內容，
    https://www.fsc.gov.tw/ch/home.jsp?id=2&parentpath=0&mcustomize=news_vi
    ew.jsp&dataserno=202112300001&dtable=News
    4. 參金融監督管理委員會 2022 年 1 月 5 日新聞稿， https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news _view.jsp&dataserno=202301050005&dtable=News 。
    5. 參金融機端管理委員會 2022 年 7 月 14 日金管會公布 111 年公平待客原則 評核結果新聞稿， https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news _view.jsp&dataserno=202207140003&dtable=News 。
    6. 中央銀行考察報告，英國監理制度之改革，取自: https://report.nat.gov.tw/ReportFront/ReportDetail/detail?sysId=C10203231。
    (四) 網路資料
    1. 經濟日報，類全委保單規範 業者有異見，
    https://money.udn.com/money/story/5613/6998556
    2. Yahoo 新聞，躲過防疫理賠風暴!台產全年稅前獲利創 5 年新高 第一保也
    是倖存者，
    https://tw.news.yahoo.com/news/%E8%BA%B2%E9%81%8E%E9%98%B2%E 7%96%AB%E7%90%86%E8%B3%A0%E9%A2%A8%E6%9A%B4- %E5%8F%B0%E7%94%A2%E5%85%A8%E5%B9%B4%E7%A8%85%E5%8 9%8D%E7%8D%B2%E5%88%A9%E5%89%B55%E5%B9%B4%E6%96%B0 %E9%AB%98-%E7%AC%AC- %E4%BF%9D%E4%B9%9F%E6%98%AF%E5%80%96%E5%AD%98%E8% 80%85-065952761.html
    3. Yahoo 新聞，6 家保險公司賣防疫保單遭金管會罰 180 萬 商品風險評估成 重要課題，https://tw.news.yahoo.com/6%E5%AE%B6%E4%BF%9D%E9%9A%AA%E5 %85%AC%E5%8F%B8%E8%B3%A3%E9%98%B2%E7%96%AB%E9%9A% AA%E9%81%AD%E9%87%91%E7%AE%A1%E6%9C%83%E7%BD%B018 0%E8%90%AC- %E5%95%86%E5%93%81%E9%A2%A8%E9%9A%AA%E8%A9%95%E4% BC%B0%E6%88%90%E9%87%8D%E8%A6%81%E8%AA%B2%E9%A1%8 C-104430190.html
    4. 時報資訊，《各報要聞》新冠輕症 3 月 20 日起防疫險不理賠， https://tw.stock.yahoo.com/news/%E5%90%84%E5%A0%B1%E8%A6%81%E 8%81%9E-%E6%96%B0%E5%86%A0%E8%BC%95%E7%97%87- 3%E6%9C%8820%E6%97%A5%E8%B5%B7%E9%98%B2%E7%96%AB%E 9%9A%AA%E4%B8%8D%E7%90%86%E8%B3%A0-011219547.html
    5. 經濟日報，防疫險去年理賠逾 2116 億， https://money.udn.com/money/story/12926/6884967
    6. 參金融監督管理委員會新聞稿，6 家保險公司辦理防疫商品違反保險法令 裁罰案，
    https://www.ib.gov.tw/ch/home.jsp?id=239&parentpath=0,2,238&mcustomize=n
    ews_view.jsp&dataserno=202301170001&dtable=News。
    7. 理財學伴，辦理房貸時，要醫病投保房貸壽險嗎?哪些族群可以省下這個
    錢?，
    https://moneymate.space/%E6%88%BF%E8%B2%B8%E5%A3%BD%E9%9A
    %AA/
    8. 華南銀行，為什麼需要房貸壽險，
    https://event.hncb.com.tw/insurance/common_page/cata_page01-1.html
    9. My83 保險網，2023 最完整房貸壽險介紹 房貸壽險是什麼?跟壽險不一樣
    嗎?，https://my83.com.tw/blogs?p=1344
    10. RMI，盤點房貸壽險 3 大亂象 金管會祭新規、罰責遏止，
    https://www.rmim.com.tw/news-detail-38848
    11. 經濟日報，金管會:賣房貸壽險 不能包山包海，
    https://money.udn.com/money/story/5613/6909836
    12. Smart 自學網財經好讀，「類全委保單」是投資型保單嗎?，
    https://smart.businessweekly.com.tw/Reading/IndepArticle.aspx?id=27453
    13. 天下雜誌，類全委保單是什麼?真的每月配息這麼好康?，
    https://www.cw.com.tw/article/5071411?aiarec=1&ercamp=article_interested_15
    &from_id=5082395&from_index=1
    14. 鏡週刊 財經，[理財專題] 裹著月配息糖衣的毒藥 台灣獨有類全委保單崩
    壞，https://www.mirrormedia.mg/story/20220905money002/
    15. 今周刊，吸金魅力超過千億元-一次搞懂 類全委保單結構，https://www.businesstoday.com.tw/article/category/80405/post/201806050043/
    16. 鏡週刊 財經，[類全委獨家調查 2] 去年狂銷今年賠慘!全民愛配息 養出
    類全委保單怪獸，https://www.mirrormedia.mg/story/20220907money001/
    17. 風傳媒，投信代操得類全委保單，值得買嗎?專家:結構更複雜，可能撥
    回本金，投資前要特別注意!，https://www.storm.mg/lifestyle/3986675
    18. 好險網，驚!金管會出手控管 類全委保單「投報率縮水」，
    https://www.phew.tw/article/cont/phewpoint/current/topic/13394/202201181339
    4
    19. 鏡週刊 財經，[理財專題] 獨家調查!依照資金慘套 戳破類全委保單月配
    神話，https://www.mirrormedia.mg/story/20220905money001/
    20. 經濟日報，壽險委託代操 12 道監理上身，
    https://money.udn.com/money/story/5613/6959436
    21. 經濟日報，類全委保單規範 業者有異見，
    https://money.udn.com/money/story/5613/6998556
    22. 工商時報，疫情新弱勢 林建智:受災戶、IT 小白也須公平待客，
    https://ctee.com.tw/news/insurance/469474.html
    23. 理財鴿，金管會公布新版金融業公平待客原則，提升金融機構服務客戶品
    質，https://www.fintechgo.com.tw/FinDiary/Article/16775483853353
    24. CSR 天下，金融危機後世界改變了嗎?如何推進金融永續與生態永續?，
    https://csr.cw.com.tw/article/42735
    25. 智勝(黃庭瑄)，借鏡先進國家的實務經驗 澳洲好錢、英國公平待客、AI
    理財機器人均為有效工具，
    http://www.bestwise.com.tw/conference/post.aspx?ipost=4786
    二、英文文獻 (一) 期刊
    1. Stuart Blazey (2022), A new consumer duty UK financial services regulation, 43(9) Company Lawyer 288, at 289.
    2. Lucy Hadrill & Emma Radmore(2022), Prevention is better than cure: the UK’s proposals for a new “consumer duty”, Journal of International Banking Law and Regulation, at 257.
    (二) 政府文書
    1. FSA, Treating Customers fairly- guide to management information,
    https://www.fca.org.uk/publication/archive/fca-tcf-mi-july2007.pdf.
    2. Financial Conduct Authority, Fair treatment to customers,
    https://www.fca.org.uk/firms/fair-treatment-customers
    3. Financial Conduct Authority, FCA Handbook, PRIN 2.1 The Principles,:
    https://www.handbook.fca.org.uk/handbook/PRIN/2/1.html
    4. Financial Conduct Authority, Publications, CP21/13: A New Consumer Duty,
    https://www.fca.org.uk/publications/consultation-papers/cp21-13-new-consumer-
    duty
    5. Financial Conduct Authority, Our Strategy 2022 to 2025,:
    https://www.fca.org.uk/publication/corporate/our-strategy-2022-25.pdf
    6. Financial Conduct Authority, Publication, PS22/9 A New Consumer Duty
    Feedback to CP21/36 and final rules, Summary 1.4,
    https://www.fca.org.uk/publication/policy/ps22-9.pdf
    7. Financial Conduct Authority, Finalised Guidance, FG22/5 Final non-Handbook
    Guidance for firms on the Consumer Duty,
    https://www.fca.org.uk/publication/finalised-guidance/fg22-5.pdf
    8. Financial Conduct Authority, FCA Handbook, Business Standards, COBS
    Conduct of Business Sourcebook, COBS 3 Client categorization. COBS3.4
    Retail clients, https://www.handbook.fca.org.uk/handbook/COBS/3/4.html.
    9. Financial Conduct Authority, FCA Handbook, COBS Conduct of Business
    Sourcebook, COBS 3.5 Professional clients, https://www.handbook.fca.org.uk/handbook/COBS/3/5.html?date=2023-04- 24#D182
    10. Financial Conduct Authority, FCA Handbook, COBS Conduct of Business Sourcebook, COBS 3.6 Eligible counterparties, https://www.handbook.fca.org.uk/handbook/COBS/3/6.html?date=2023-04- 24#D226
    11. Financial Conduct Authority, FCA Handbook, ICOB 2.1 Client categorization, available at: https://www.handbook.fca.org.uk/handbook/ICOBS/2/1.html
    12. Financial Conduct Authority, Consumer Duty Key milestones, https://www.fca.org.uk/publication/documents/consumer-duty-detailed- timeline.pdf
    13. Financial Conduct Authority, Wholesale financial markets: overview, https://www.fca.org.uk/publication/research/wholesale-financial-markets-sector- overview.pdf
    14. Financial Conduct Authority, FCA Handbook, https://www.handbook.fca.org.uk/handbook
    15. Financial Conduct Authority, FCA Handbook documents on 2023-07-31, PRIN 2.1 The Principles,
    https://www.handbook.fca.org.uk/handbook/PRIN/2/1.html?date=2023-07-
    31&timeline=True
    16. Financial Conduct Authority, Senior Managers and Certification Regime,
    https://www.fca.org.uk/firms/senior-managers-certification-regime
    17. Financial News, FCA heeds timing worries over accountability rules,
    https://www.fnlondon.com/articles/fca-details-plans-to-extend-accountability-
    regime-20170726
    18. Financial Conduct Authority, FCA to launch enhanced Financial Services
    Register, https://www.fca.org.uk/news/news-stories/fca-launch-enhanced-
    financial-services-register
    19. Financial Conduct Authority, Senior Managers Regime,
    https://www.fca.org.uk/firms/senior-managers-and-certification-regime/senior-
    managers-regime
    20. Financial Conduct Authority, The Certification Regime,
    https://www.fca.org.uk/firms/senior-managers-and-certification-
    regime/certification-regime
    21. Financial Conduct Authority, FCA Handbook SYSC 27.8 Definition of the FCA
    certification functions,
    https://www.handbook.fca.org.uk/handbook/SYSC/27/8.html#D146
    22. Financial Conduct Authority, FCA Handbook Glossary,
    https://www.handbook.fca.org.uk/handbook/glossary/G1110.html
    23. Financial Conduct Authority, COCON 2.1 Individual conducts rules,
    https://www.handbook.fca.org.uk/handbook/COCON/2/1.html?date=2023-07-
    31&timeline=True
    24. Financial Conduct Authority, About the FCA, https://www.fca.org.uk/about/what-
    we-do/the-fca
    25. Monetary Authority of Singapore, MAS Issues Guideline on Fair Dealing-Board
    and Senior Management Responsibilities for Delivering Fair Dealing Outcomesto Customers, https://www.mas.gov.sg/news/media-releases/2009/mas-issues- guidelines-on-fair-dealing-board-and-senior-management-responsibilities-for- delivering-fair-dealing-outcomes-to-customers
    26. Monetary Authority of Singapore, Guidelines on Fair Dealing – Board and Senior Management Responsibilties for Delivering Fair Dealing Outcomes to Customers {FAA-G11}, https://www.mas.gov.sg/regulation/guidelines/guidelines- on-fair-dealing---board-and-senior-management-responsibilities-for-delivering- fair-dealing-outcomes-to-customers
    27. Monetary Authority of Singapore, FINANCIAL ADVISERS ACT(CAP.110), GUIDELINES ON FAIR DEALING-BOARD AND SENIOR MANAGEMENT RESPONSIBILITES FOR DELIVERING FAIR DEALING OUTCOMES TO CUSTOMERS, Introduction, https://www.mas.gov.sg/-/media/mas/regulations- and-financial-stability/regulations-guidance-and-licensing/financial- advisers/guidelines/fair-dealing-guidelines--20-feb-2013.pdf
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    (三) 網路資料
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    3. Daniel Wraith Manager Strategic Policy blog, “Consumer Duty a force for good if done right”, https://www.ukfinance.org.uk/news-and-insight/blogs/consumer- duty-force-good-if-done-right.
    4. Thomson Reuters Practical Law, FSA publishes new regulatory guide on responsibilities of providers and distributors,https://www.deepl.com/zh/translator#en/zh/FSA%20publishes%20new%20regul atory%20guide%20on%20responsibilities%20of%20providers%20and%20distri butors
    5. Mazars, CP21/13- A new Consumer Duty, https://www.mazars.co.uk/Home/Industries/Financial-Services/Regulatory- Insights/CP21-13-A-new-Consumer-Duty
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    11. Ashurst, 2018 Extension to SMCR: FCA publishes eagerly awaited rules for FCA firms, https://www.ashurst.com/en/news-and-insights/legal- updates/extension-to-smcr-fca-publishes-eagerly-awaited-rules-for-fca-firms/
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    18. Lexology, MAS Consultation Paper on Revisions to Guidelines on Fair Dealing – Board and Senior Management Responsibilities for Delivering Fair Dealing Outcomes to Customers, https://www.lexology.com/library/detail.aspx?g=5a6237c0-298e-4abc-a30a- 9d32e381500f
    19. Conventus, Singapore – MAS Consultation Paper On Revisions To Guidelines on Fair Dealing, https://conventuslaw.com/report/singapore-mas-consultation- paper-on-revisions-to-guidelines-on-fair-dealing/
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    22. IQEQ, The FCA’s new Consumer Duty: what it means for UK firms, https://iqeq.com/insights/fcas-new-consumer-duty-what-it-means-uk-firms/
    23. Claro, What is Consumer Duty? Essential Guide to readying your firm and keeping compliant, https://blog.clarowellbeing.com/what-is-consumer-duty
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    25. PwC, A higher standard of customer protection,https://www.pwc.co.uk/industries/financial-services/understanding- regulatory-developments/fca-proposes-new-consumer-duty-in-paradigm-shift- for-firms.html
    26. The telemarketing company, What does the new FCA Consumer Duty mean for your business?, https://ttmc.co.uk/knowledge/articles/what-does-the-new-fca- consumer-duty-mean-for-your-business
    描述: 碩士
    國立政治大學
    風險管理與保險學系
    110358005
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0110358005
    数据类型: thesis
    显示于类别:[風險管理與保險學系] 學位論文

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