Resources and links
Resources
Varda Bondy and A Le Sueur (2012), ‘Designing redress: a study about grievances against public bodies’, Public Law Project
Varda Bondy, Margaret Doyle, Maurice Sunkin (2018), A Research Roadmap for Administrative Justice
Carol Brennan, N Creutzfeldt, C Gill, C Hirst (2015), “Designing Consumer Redress: Making Redress Accessible for Consumer-Citizens“, Policy Brief, Foundation for Law, Justice and Society
Steve Brooker (2008), “Lessons from Ombudsmania”, National Consumer Council
Trevor Buck, R Kirkham, B Thompson (2011), The Ombudsman Enterprise and Administrative Justice, Ashgate
Naomi Creutzfeldt (2018), ‘Ombudsmen and ADR: A Comparative Study of Informal Justice in Europe‘, Palgrave Macmillan
Naomi Creutzfeldt (2013), ‘Trusting the Middle Man: Impact and Legitimacy of Ombudsmen in Europe’
Naomi Creutzfeldt and C Gill (2014), “The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK“, Policy Brief, Foundation for Law, Justice and Society
Helen Dewdney and M Williamson (2017), “Ombudsman Omnishambles: Failings in Oversight”
Margaret Doyle (2003), “The Use of ADR in Ombudsman Processes: Results of a survey of British and Irish Ombudsman Association members”
Margaret Doyle, Varda Bondy, and Carolyn Hirst (2014), “The use of informal resolution by ombudsmen in the UK: a mapping study“, Presentation on initial findings at Wolfson College, Oxford, for a conference on The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK
Economic Insight (2014), ‘A business case for good complaint handling’, research for the Legal Ombudsman
Sharon Gilad (2008), ‘Accountability or expectations management? The role of the ombudsman in financial regulation’, Law and Policy 30/2: 227-53
Chris Gill, J Williams, C Brennan and C Hirst (2014), “Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman“, Queen Margaret University
Chris Gill, J Williams, C Brennan, and N O’Brien (2013), ‘The future of ombudsman schemes: drivers for change and strategic responses’, a report for the Legal Ombudsman, Queen Margaret University
Marc Hertogh and Richard Kirkham (2018), Research Handbook on The Ombudsman, Cheltenham: Edward Elgar Publishing
Chris Hodges, I Benhor, N Creutzfeldt-Banda (2012), Civil Justice systems: Consumer ADR in Europe, Oxford: Hart Publishing
Elaine Kempson et al (2004), ‘Fair and Reasonable: An assessment of the Financial Ombudsman Service’, Financial Ombudsman Service
Richard Kirkham and P Wells (2014), “The Ombudsman, Tribunals and Administrative Justice Section: Evolving standards in the complaints branch”, Journal of Social Welfare & Family Law, Vol. 36, No. 2, pp.190–207
Legal Services Consumer Panel (2013), ‘Benchmarking the Legal Ombudsman’, www.legalservicesconsumerpanel.org.uk
Jane Martin (2012), ‘Austerity, public policy and politics – implications for fettering the discretion of the Ombudsman to investigate complaints’, IOI http://www.theioi.org/publications/wellington-2012-conference-papers
Nick O’Brien and M Seneviratne (2017), Ombudsmen at the Crossroads: The Legal Services Ombudsman, Dispute Resolution and Democratic Accountability, Palgrave Macmillan
Nick O’Brien (2015), ‘Human rights: the ombudsman’s natural habitat’, UK Administrative Justice Institute, http://ukaji.org/2015/01/27/human-rights-the-ombudsmans-natural-habitat/
Nick O’Brien (2015), ‘The ombudsman as democratic ‘alternative’: Reading the EU Consumer ADR Directive in the light of the PASC reports’, Journal of Social Welfare and Family Law, DOI: 10.1080/09649069.2015.1028162 http://dx.doi.org/10.1080/09649069.2015.1028162
Patients Association (2015), “The ‘People’s’ Ombudsman: How it failed us” http://www.patients-association.com/Portals/0/PHSO%20-%20The%20’Peoples’%20Ombudsman%20-%20How%20it%20Failed%20us%20Final.pdf
Police Ombudsman Northern Ireland (2009), ‘Pilot mediation project report September 2008 – March 2009’, available at: http://www.policeombudsman.org/PONI/files/cf/cf01c10b-f38e-4651-8837-7928233c9ae2.pdf
Mary Seneviratne (2000), “Ombudsman 2000”, professorial inaugural lecture, Nottingham Law Journal
Lewis Shand Smith and Nial Vivian (2014), “Harmonizing the Ombudsman Landscape“, Policy Brief, Foundation for Law, Justice and Society
Richard Thomas, J. Martin, R. Kirkham (2013), ‘External evaluation of the Local Government Ombudsman in England’, Local Government Ombudsman
Brian Thompson (2012), ‘Must Ombudsmen Retain Remit over Privatised Services?’, IOI Conference Paper (2012)
Peter Tyndall (2012), ‘The Ombudsman and the Changing Face of Public Services’ IOI Conference Paper
Marcus Williamson and Helen Dewdney (2018), More Ombudsman Omnishambles: The UK ADR landscape 20 months on…,Report
Marcus Williamson and Helen Dewdney, (2016), Ombudsman Omnishambles: Serious unresolved issues affecting the operation of the ombudsman ADR system in the UK, Report
Links
UK Administrative Justice Institute
Administrative Justice Council
Ombuds Research 