Now showing items 1-4 of 4

    • Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes 

      Gill, Chris; Williams, Jane; Brennan, Carol; Hirst, Carolyn (The Society of Legal Scholars, 2016-04-26)
      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, ...
    • Defining Consumer Ombudsmen: A Report for Ombudsman Services 

      Gill, Chris; Hirst, Carolyn (Ombudsman Services, 2016-03-15)
      This report seeks to describe consumer ombudsmen as they have developed in the United Kingdom. The recent European Union Directive on Consumer Alternative Dispute Resolution (2013/11/EU) defines consumer dispute resolution ...
    • Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman 

      Gill, Chris; Williams, Jane; Brennan, Carol; Hirst, Carolyn (Legal OmbudsmanQueen Margaret University, 2014-10-31)
      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 ...
    • The Outcome of Complaints 

      Simmon, Richard; Brennan, Carol; Gill, Chris; Hirst, Carolyn (The Care InspectorateQueen Margaret University, 2013-07)
      The main focus of this project is the outcome and impact of complaint investigations on individual complainants in care services and on the services complained against. The aim is to ensure that people receive high quality ...