中文摘要：

随着经济的迅速发展和生活水平的不断提高，居民越来越多地接触和使用金融产品，消费者和银行之间的纠纷也随之日益增多，银行业金融消费者权益保护工作显得愈发重要。本文基于2009--2013年期间，31个省市自治区银行消费者投诉的面板数据，讨论了社会收入差距和银行竞争水平对于金融消费者权益保护的作用。通过运用固定效应模型、工具变量法和固定效应零膨胀负二项回归模型发现：社会收入差距与银行消费者投诉办结率负相关，与投诉数量正相关；银行竞争程度与银行消费者投诉办结率正相关，与投诉数量负相关；地区经济发展水平、金融稳定性、存贷比、居民素质等因素对金融消费者保护也有一定影响。最后，根据实证分析结果，本文还探讨了加强金融消费者保护监管的具体路径及对策。

英文摘要：

Employing the province-level panel data about banking consumer complaints from 2009 to2012, the paper analyzes the relationship between income inequality, bank competitions and financial consumerprotections. The results show that income inequality makes significant negative influences on the completion rateof banking consumer complaints and has positive influences on the number of banking consumer complaints, whilebank competitions make significant positive influences on the completion rate of banking consumer complaints andhas negative influences on the number of banking consumer complaints. Economic development levels, financialstability, deposit-loan ratio, the quality of residents have some impacts on financial consumer protections too.