Hanfa's mission is to ensure a favourable environment for a stable financial system, and build trust among financial market participants, at the same time promoting greater awareness of the benefits and risks associated with various types of financial products and services. In carrying out its duties, Hanfa pays special attention to protecting the collective interests of financial services users through its supervisory and regulatory actions. Processing, responding to and analysing complaints submitted by users of financial services is therefore one of the important tools for monitoring consumer protection. The insights Hanfa gains through this process can be highly useful for carrying out activities within its scope and jurisdiction. The publication “Complaints by Financial Services Users” provides information on complaints that Hanfa receives during the year regarding its supervised entities, and on the actions Hanfa takes based on the insights obtained from complaints processing. The publication is published annually, with data relating to the preceding year.