Browsing by Person "Brennan, Carol"

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A review of the 'consumer interest' in organic meat
(2003-10) Brennan, Carol; Gallagher, Kelly; McEachern, M. G.
The study aims to provide a critical review of the literature on the consumer interest in the UK in organic food, with a particular focus on organic meat. Given that people are more likely to purchase products if they have faith in them, the regulation of organic food standards is reviewed to explore issues affecting consumers. This is followed by a review of the organic meat sector. Aspects of the consumer interest considered in this paper include consumer information, consumer access, consumer safety, consumer choice and consumer representation. As the literature on organic food/meat in the UK is extensive, it was therefore necessary to be selective with regard to the publications suitable for this review. Most of the literature selected for this paper has been drawn from UK publications, although several European and international sources have also been used. The review found that there is a considerable level of interest in the UK organic meat sector. As the regulation of organic food produced is set at varying standards across the European Union, this could lead to consumers being misled regarding the quality of products offered. It was also found that, although consumers perceive organic foods as healthier, more nutritious and tasting better than non-organic products, the literature shows that this may have only a limited basis on fact. Contamination of organic products with pesticides and even genetically modified ingredients is always possible. Organic farmers are permitted to use other ingredients in organic meat products that may be harmful to health. Escherichia coli and Salmonella risks associated with conventional meat also appear to affect organic meat. Consumers need clear, accurate and reliable information about organic meat. They also need to be provided with safe products, a choice of organic products, access to organic products and to be represented effectively.
A strategic approach to UK consumer education.
(Which?, 2008) Coppack, Martin; Brennan, Carol; Wadams, Melissa
Capturing the voice of older consumers in relation to financial products and services
(2010) Brennan, Carol; Ritch, Elaine
The purpose of this pilot study was to focus on the suitability of selected financial products for older people. Bank accounts and equity release products were selected for this study by an expert advisory panel. New marketing initiatives are being used to promote bank accounts, including forms of insurance, for the '50+' market. Also, older people are now expected to provide for their retirement and it is anticipated that equity release will be one product which may be used to fund and maintain consumer lifestyles. In the first phase of the study, a questionnaire was distributed to 152 people aged over 50 years in Scotland. Eighty-three were completed, a response rate of 55%. The results informed the development of questions for the second phase which were discussed with 46 participants via the World Caf in June 2008, enabling a deeper insight into their opinions. The research found that consumers had lost trust in financial product and service providers because of the perceived excessive profits of banks and lack of customer service. Further, many products and services were prohibited for or incurred extra costs to those aged over 60 or 65 years, leaving limited choices, and equity release products were seen as a last resort for those in financial difficulty. Although the profitability of banks has changed dramatically since the completion of data collection, the issues identified by older consumers in Scotland will be of international interest. The demographic changes resulting in an increasing proportion of elderly people in the population are reflected throughout the UK and many Organisation for Economic Co-operation and Development countries. Similar financial products and services, which were the focus of this study, are promoted internationally, offering opportunities to replicate the research methods.
Complaints procedures in local government : informing your customers
(Emerald Group Publishing Limited, 2002-01) Brennan, Carol; Douglas, Alex
Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems - Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils' corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.
Consumer education and empowerment in Europe: Recent developments in policy and practice
(John Wiley & Sons Ltd, 2016-11-17) Brennan, Carol; Vlaev, Ivo; Blakemore, Michael; Smith, Nicola; Directorate General Health and Consumers
This article develops the findings of an evaluation of European Commission consumer education, information and capacity building actions conducted in 2011, with an examination of action taken by 2016 to address the recommendations. Based on empirical research of documents, in-depth interviews, focus groups and semi-structured surveys of Directorate General for Health and Consumers and Directorate General for Education and Culture policy networks, it discusses the journey taken to improve consumer education and empowerment throughout Europe. Implementation of the recommendations aims to transform consumer education and empowerment in Europe,with integrated and updated resources for the maximum number of teachers across the European Union, where teachers can focus the resources on consumer education activities relevant for their learners. A key focus of the new developments is to deliver higher European Union (pan-European) added-value, better coordination and synergies with national activities.
Consumer education in the UK : new developments in policy, strategy and implementation
(Blackwell Publishing, 2004-03) Brennan, Carol; Ritters, Katrina
Consumer education is an integral part of the European Community's consumer policy. It plays a key role in consumer empowerment, helping consumers gain the skills, attitudes and knowledge they need to be able to gear the choices they make as consumers to their economic interests and to protect their health and safety. In its policy statement, the Directorate General for Health and Consumer Protection states that the European Community is aware that joint measures at national and Community levels should be more structured, in order to achieve maximum effectiveness. This paper aims to set out the current policy and strategic context for consumer education and empowerment in the UK; review the role of UK government bodies and other agencies concerned with developments; review recent literature; present the results of interviews with an extensive range of key stakeholders and the results of a survey of service heads for trading standards throughout the UK. It will consider implementation, partnership, resources, ideas and opportunities. The research found that the agenda for consumer education in the UK is at an interesting stage of development. The Enterprise Act 2002 gives the Office of Fair Trading (OFT) a statutory power to carry out educational activities. Consumer education is also moving up the agenda in the trading standards service. In addition, the teaching of citizenship in English schools is already stimulating new developments in consumer education. The paper will consider the need for organizations like these to work together to build on these policy developments and ensure that consumer education gains the profile it needs to influence consumer attitudes and behaviour.
Consumer empowerment: global context, UK strategies and vulnerable consumers
(2008) Brennan, Carol; Coppack, Martin
Globalization has created new consumer needs and wants, and resulted in consumer confusion regarding the increasing complexity of products and services. This has stimulated global interest in educating and empowering consumers. The UK government has made a very ambitious commitment to ensure that the framework for consumer empowerment and support is at the level of the best in the world by 2008. The government, many consumer organizations and regulators believe that empowered consumers are key to the success of competitive markets. Two national strategies to co-ordinate activities in the UK have been developed by the Office of Fair Trading (OFT) and the Financial Services Authority (FSA). The OFT consumer education strategy aims to deliver targeted, effective consumer education by increasing co-ordination and making the best use of available resources. The FSA is leading a financial capability strategy designed to deliver change to improve the UK's financial capability. Both strategies share a vision of educated and confident consumers making informed choices about the products and services they buy, and both aim to empower vulnerable consumers. Given the global interest and the development of national strategies, it is useful to consider what is meant by the term consumer empowerment. Is there a shared view of consumer empowerment internationally? Does the education of consumers result in empowered consumers? To what extent do the national strategies address the empowerment of vulnerable, disadvantaged, excluded or susceptible consumers? These questions will be addressed in this article which reviews the global context for the consumer education and empowerment agenda and considers key UK developments, with particular reference to the needs of vulnerable consumers. The study found that the language of consumer empowerment is gaining prominence in policy and strategy documents at the highest levels internationally in the Organisation of Economic Cooperation and Development and the European Community, and nationally in the UK.
Consumer overindebtedness: a review of the quality of money advice services in Scotland
(2007-10) Brennan, Carol; Gallagher, Kelly
Levels of consumer borrowing and debt in the UK and globally continue to rise. Credit makes a vital contribution to the success of the UK economy by driving economic activity and allowing consumers flexibility in how they choose to access the marketplace and manage their finances. Although most consumers manage their borrowing effectively, for a minority, the ease of access to credit results in overindebtedness. As a consequence, the need for money advice is prevalent. In the UK in recent years, services have been developed to assist consumers in financial difficulty. In Scotland, additional funding has been made available to enable further service developments in local government or voluntary sector provision. This paper reviews the literature on consumer overindebtedness, the development of money advice services and discusses the quality of these services in Scotland. It is likely to be of interest in other countries where consumer overindebtedness is rising and where money advice services are being developed to assist those experiencing problems. The review found that the rising levels of overindebtedness justify the case for developing money advice services but that there are many quality issues which require to be managed. Implications for the money advice profession were identified together with suggestions for the development of services in other countries.
Consumer representation in financial services: report into consumer representation in the payments sector
(Queen Margaret University, 2017-10-20) Brennan, Carol; Williams, Jane; O'Neill, Sarah; Chalmers, Sally
Consumer Support Networks : assessment of need for consumer information and advice service
(Blackwell Publishing Ltd, 2005-03) Brennan, Carol; Galloway, Alison; Hughes, Alan; Fang, Wang
Research evidence suggests that UK consumers are facing significant problems with goods and services and are in need of information and advice to avoid or redress such situations. Consumers are not always aware of their rights nor where they can access consumer advice services. In 2000, the Department of Trade and Industry launched the Consumer Support Network (CSN) programme in Great Britain to improve consumer access to expert, accurate and timely advice. One challenge faced by these Networks and many other agencies is to assess the needs of consumers for consumer information and advice services. A needs assessment is required as a key element in the effective planning and development of services in each Network at a local level. The focus of the needs assessment at the local level is to encourage Networks to consider suitable solutions to meet the needs of people in their communities. This paper provides a review of the development of Consumer Support Networks in Great Britain and discusses the importance of needs assessment to service providers such as CSNs and other agencies. It reveals the complexity associated with conducting effective needs assessments including the various aspects of needs, consumer segmentation and characteristics of consumer information and advice. Further research is being carried out at Queen Margaret University College, UK, with a view to the development of a scientific model for the assessment of need for consumer information and advice services.
Consumer Support Networks : improving consumer advice in the UK
(Blackwell Publishing Ltd, 2002-09) Brennan, Carol; Gallagher, Kelly
In 1999, Central Government launched an initiative to establish Consumer Support Networks (CSNs) throughout Scotland, England and Wales. The purpose of the networks is to improve access to high quality consumer advice services. Information and advice agencies will join together to provide expert, accurate and timely advice for consumers. By April 2002, 191 networks had been established covering in excess of 99% of the population. Only one local authority area in England has yet to establish a network. This paper reviews the development of consumer information and advice provision in the UK and considers the context for establishing CSNs. It also examines the need for consumer advice, the role of Central Government and the quality framework. Each CSN will conduct a gap analysis and assess the need for consumer advice in the local area. This will enable the network to develop a good understanding of consumers in the area and to take a more strategic approach in planning service developments to meet the identified needs. Consumer Support Networks aim to improve the provision of consumer information, education and advice. The literature suggests that consumers who are well educated regarding their rights are empowered through an increased ability to exercise them. Clearly branded advice services, marketed effectively to the public should result in higher levels of consumer awareness and, consequently, improve access to services. It is also expected that better flows of information between agencies will result in greater protection for consumers. Sharing 'best practice' nationwide should stimulate service improvements throughout.
Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design
(Wiley, 2017-06-30) Brennan, Carol; Sourdin, Tania; Williams, Jane; Burstyner, Naomi; Gill, Chris
Effectively designed complaint handling systems play a key role in enabling vulnerable consumers to complain and obtain redress. This article examines current research into consumer vulnerability, highlighting its multidimensional and expansive nature. Contemporary understandings of consumer vulnerability recognize that the interaction between a wide range of market and consumer characteristics can combine to place any individual at risk of vulnerability. While this broad definition of consumer vulnerability reflects the complex reality of consumers' experiences, it poses a key challenge for designers of complaint handling systems: how can they identify and respond to an issue which can potentially affect everyone? Drawing on current research and practice in the United Kingdom and Australia, the article analyses the impact of consumer vulnerability on third party dispute resolution schemes and considers the role these complaint handling organizations can play in supporting their complainants. Third party complaint handling organizations, including a range of Alternative Dispute Resolution services such as ombudsman organizations, can play a key role in increasing access to justice for vulnerable consumer groups and provide specific assistance for individual complainants during the process. It is an opportune time to review whether the needs of consumers at risk of vulnerability are being met within complaint processes and the extent to which third party complaint handlers support those who are most vulnerable to seek redress. Empowering vulnerable consumers to complain presents specific challenges. The article discusses the application of a new model of consumer dispute system design to show how complaint handling organizations can meet the needs of the most vulnerable consumers throughout the process. 2017 John Wiley & Sons Ltd.
Customers' Perceptions of Quality Assurance in Scottish Hostels.
(2002-10) Frew, Andrew J.; Robb, C.; Brennan, Carol
Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes
(The Society of Legal Scholars, 2016-04-26) Gill, Chris; Williams, Jane; Brennan, Carol; Hirst, Carolyn
This article proposes a model for designing consumer dispute resolution (CDR) mechanisms (including conciliation, adjudication, arbitration, and ombuds schemes). This field has expanded significantly in recent years, replacing courts as the primary forum of dispute resolution in some areas of consumer-to-business activity. This expansion has been ad hoc, with a lack of consistency in the design of CDR mechanisms and in the overall shape of the CDR landscape. In light of the recent implementation of the EU's Directive on Consumer Alternative Dispute Resolution and Regulation on Consumer Online Dispute Resolution, Dispute System Design (DSD) requires urgent attention to ensure that the design of future mechanisms is based on coherent principles. A failure to address this issue risks undermining the legitimacy of state-sanctioned dispute resolution. The model described in this article proposes a systematic approach and aims to: synthesise existing DSD models; apply the concepts of DSD to the field of CDR; and provide a framework that may be of use in other disputing contexts.
Greening the curriculum
(2009-11-27) Brennan, Carol; Schrder, Monika
Grumbles, gripes and grievances: the role of complaints in transforming public services
(National Endowment for Science, Technology and the Arts, 2013-03) Simmons, Richard; Brennan, Carol
Complaints are not often associated with innovation and creativity. When we think of complaints, we tend towards negative association - frustration, failure, poor service, something to be dealt with promptly and filed away. Receiving lots of complaints is seen as something to be wary of, not celebrated. But getting complaints is much better than not getting complaints - they show that people think it's worth complaining and that they will be listened to, and that they believe that they have power to influence the system. They are a good sign of democracy in action. A complaint can provide important insight on where there is need for improvement or an opportunity for innovation. Gripes, Grumbles and Grievances therefore examines questions such as: how are complaints changing public services? Do they lead to innovation? To what extent do complaints help public services adapt to today's rising and complex demands? How can public services use complaints to listen, and engage with the public as co-producers of better outcomes? And how can public services make it easier for people to complain and encourage them to do so?
Involving older people in the development of financial products and services.
(Queen Margaret University, 2009-07) Brennan, Carol; Ritch, Elaine; Coull, Yvonne
Context - For older people, financial awareness is increasingly relevant in a complex market where the implications of making ill-informed decisions can be costly both financially and emotionally (National Statistics 2007). This pilot research study provided an opportunity to focus on the suitability of selected financial products for older people. Bank accounts and equity release products were selected for this study by an expert advisory panel. New marketing initiatives were being used to promote bank accounts including forms of insurance to the ‘50+’ market. Also older people are now expected to provide for their retirement and it is anticipated that equity release will be one product which may be used to fund and maintain consumer lifestyles
Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman
(Legal Ombudsman, 2014-10-31) Gill, Chris; Williams, Jane; Brennan, Carol; Hirst, Carolyn
The aim of this research was to investigate what the Legal Ombudsman can learn from other Alternative Dispute Resolution (ADR) providers. The research was commissioned by the Legal Ombudsman to help it review and develop its dispute resolution model and ensure it remains fit-for-purpose. The research involved a case study design and fieldwork was conducted with ten organisations: four in the UK, one in Ireland, two in New Zealand, one in Australia, one in Canada and one in the USA. The research highlighted a range of dispute resolution practices and illustrated some of the key design choices that ADR providers need to make when designing or reviewing a dispute resolution scheme. These fell within four areas: the use of online dispute resolution; the early stages of dispute resolution processes; mediation approaches; and the later stages of dispute resolution and building influence.
On track for first-tier complaint handling: A review of organisational complaint handling in regulated sectors with an Ombudsman for the Office of Rail and Road [Project Report]
(Office of Road and Rail, 2018-10-30) Williams, Jane; Brennan, Carol; Vivian, Nial
1. The Office of Rail and Road (ORR) is the combined economic and health and safety regulator for the GB rail network and the economic monitor for England’s strategic road network. One of ORR’s strategic objectives is to support better rail customer service. Effective complaint handling forms part of the customer experience and there is a strong business case for systems and processes to be of the highest quality. 2. In August 2018, Queen Margaret University was commissioned to conduct a critical review of complaint handling in regulated consumer sectors where there is an ombudsman scheme. A key objective is to ensure that ORR can learn from and apply any lessons to the rail sector. The research identifies good practice and learning points in complaint handling to inform how first-tier complaint handling can be improved in the rail sector. First-tier complaint handling is defined as complaint handling which takes place inhouse usually at the organisation that is responsible for service delivery. 3. From the research, it was clear that significant design activity in relation to complaint handling procedures continues to take place. Regulators are taking an active role in relation to monitoring the market and designing new systems and processes, and amending rules and guidance.
Plastic bag politics: modifying consumer behaviour for sustainable development
(2009-03) Ritch, Elaine; Brennan, Carol; Macleod, Calum
The adverse environmental impacts of plastic bags, including production energy costs, limited lifespan, increasing landfill content and inability to biodegrade, provide symbolic and practical evidence of a 'throwaway' consumer culture which acts as a significant barrier to sustainable consumption in particular and sustainable development in general. Decoupling consumer behaviour from plastic bag use is therefore an important challenge in the pursuit of sustainable consumption as a precursor to achieving sustainable development. This article provides a critical evaluation of that challenge, set within the theoretical framework of sustainable development. It examines the adverse environmental impacts of plastic bag use and evaluates initiatives by governments and businesses internationally to change consumer behaviour regarding the use of plastic bags in line with sustainable development principles. The politics of this agenda are analysed using a combination of consumer policy and public policy perspectives. Finally, the article draws conclusions regarding the earlier analysis.