金融消費者保護法中金融消費關係之研究

2011年立法院通過「金融消費者保護法」（下稱本法）所建構的「金融消費關係」究竟為何？本論文研究目的，乃以社會學者觀點，探究台灣社會發展脈絡，並比較消保法及本法的差異；且探索「生活世界」行動者對「金融消費關係」的主觀認知，界定該互動的真實社會意義。本論文以「建構論」兼採「批判論」的研究典範取向，採取法學實證研究法、文獻資料分析法、深度訪談法進行研究。本研究探討台灣的法社會事實基礎，包括人口結構、社會整體金融化、個人生活金融化等面向，發現台灣社會已從工業社會轉型至金融社會，本法即是因應此社會轉型。且，如能以金融教育提升個人金融素養，及借鏡英國的獨立財務顧問制度，更能保障小額投資人。此外，本論文比較本法及消費者保護法（下稱消保法）及相關金融法規，發現本法「交易關係」，更偏向「投資人」投資「金融工具」的投資關係，而非消保法之「消費關係」；本法乃是新興的獨立專法，不屬於消保法體系。再者，本論文針對10名現任或前任銀行理專、16名金融消費者，共26位受訪者，進行「半結構式」、一對一的深度訪談，並兼採Goffman等社會互動論觀點分析其訪談內容。就兩受訪群體互動關係中的框架、劇本，本研究發現對銀行理專壓力最大的框架、劇本，是績效考核KPI；且兩受訪群體所認知的真實生活「金融消費關係」，並非「消費關係」，而是屬於「投資關係」概念範疇。於此，本論文建議應重新省思本法定位，進行相關修正，及改進金融從業人員佣金制度；並建議我國可建立「獨立財務顧問」制度，區分「專業諮詢」、「金融工具提供者通路」兩者；更應強化一般民眾之金融素養以「賦權」之。

關鍵字

金融消費者保護法；金融消費關係；金融化；金融社會；角色；互動

並列摘要

What is the "financial consumption relationship" constructed by the "Financial Consumer Protection Act" (hereinafter the Act) passed by Legislative Yuan in 2011? This study explores the social development of Taiwan from the perspective of sociologists and compares the differences between the Consumer Protection Act and the Act. It also discusses the subjective perceptions of "financial consumption relationships" among "life-world" participants and defines the real social meaning of the interaction. This study adopts "constructivism" and "critical theory" as research paradigms, and applies empirical legal studies, document analysis, and in-depth interview. This study examines the basis of social facts of the Act in Taiwan, such as the demographic structure, financialization of society, and financialization of individual lives. It is found that Taiwan has transformed from an industrial society to a financial society, and the Act is in response to this social transformation. Small investors can be better protected if Taiwan can enhance personal financial literacy through financial education and lesson from the UK's Independent Financial Advisors System. In addition, this paper compares the Act with the Consumer Protection Act and related financial laws and regulations. It is found that the "trading relationship" of the Act is more oriented to the investment relationship of financial instruments in which investors invest, rather than the "consumption relationship" of the Consumer Protection Act. The Act is a new and independent law, not part of the Consumer Protection Act system. This study conducted "semi-structured" one-on-one in-depth interviews with 26 respondents, including 10 current or former financial consultants and 16 financial consumers. Those interviews are analyzed from the perspective of social interaction theorists, such as Goffman. In terms of the frame and script of the interaction between the two interviewed groups, it is found that the most stressful frame and script for the financial consultants are Key Performance Indicators (KPI). The real-life "financial consumption relationship" perceived by the two groups of interviewees is not a "consumption relationship", but falls under the concept of "investment relationship". This study suggests that Taiwan should rethink the positioning of the Act, make relevant amendments, and improve the commission system for financial practitioners. It is also suggested that Taiwan should establish an " Independent Financial Advisors " system, distinguishing between "professional consulting" and "financial instrument provider access". It is recommended to strengthen the financial literacy of the public to "empower" it.