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Brennan, Carol and Sourdin, Tania and Williams, Jane and Burstyner, Naomi and Gill, Chris (2017) Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design. International Journal of Consumer Studies. ISSN 14706423

Gill, Chris and Williams, Jane and Brennan, Carol and Hirst, Carolyn (2016) Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes. Legal Studies, 36 (3). pp. 438-463. ISSN 1748-121X

Williams, Jane and Hare, Caroline (2010) Early Experiences of the Enforcement of the Unfair Commercial Practices Directive in Scotland. Journal of Consumer Policy, 33 (4). pp. 377-401. ISSN 01687034

Cathcart, Craig and Williams, Jane (2009) The highly detailed general principles of the Consumer Protection from Unfair Trading Regulations 2008. Scottish Law Gazette, 77 (1). ISSN 0036 9314

Book Section

Williams, Jane and Gill, Chris (2017) Designing justice: Dispute system design and consumer redress. In: Consumer ADR and ODR: The new European landscape and the reform of Spanish law. Thomson Reuters, Navarra Spain. (In Press)

Williams, Jane and Gill, Chris (2016) A Dispute System Design Perspective on the Future Development of Consumer Dispute Resolution. In: The Transformation of Consumer Dispute Resolution in the EU. Oxford University Press, Oxford. (In Press)


Brennan, Carol and Williams, Jane and O'Neill, Sarah and Chalmers, Sally (2017) Consumer representation in financial services: report into consumer representation in the payments sector. Technical Report. Queen Margaret University, Edinburgh.

Gill, Chris and Creutzfeldt, Naomi and Williams, Jane and O'Neill, Sarah and Vivian, Nial (2017) Confusion gaps and overlaps: A consumer perspective on the UK’s alternative dispute resolutions (ADR) landscape. Technical Report. Citizens Advice.

Gill, Chris and Williams, Jane and Brennan, Carol and Hirst, Carolyn (2014) Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman. Project Report. Legal Ombudsman, UK.

Gill, Chris and Williams, Jane and Brennan, Carol (2013) The future of ombudsman schemes: Drivers for change and strategic responses. Discussion Paper. Legal Ombudsman, Birmingham.

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