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On 5 December 2016, the Cabinet Office published the draft Public Service Ombudsman Bill, setting out its proposals for bringing together the responsibilities of the current Parliamentary and Health Service Ombudsman and the Local Government Ombudsman to create a new organisation with strengthened governance and accountability for complaints about public services in England. The Bill has had a long gestation, … Continue reading
Are the EU ADR Directive and the proposals for an online court likely to work together to bring in an era of greater access to justice for those with low-value disputes? Or are they parallel initiatives that expose a gap? Pablo Cortes has been researching, from a socio-legal perspective, the main consumer ADR schemes operating in … Continue reading
New requirements for service providers to signpost consumers to independent redress have been in force in the UK since October 2015. This post examines the effectiveness of the UK’s implementation of the EU ADR Directive in light of the practicalities of regulation and the accreditation of redress providers, focusing on compliance by the airline industry … Continue reading
Mandatory reconsideration is something of a hybrid feature of administrative justice. In terms of design, this is obvious. It is a form of redress in one sense, but it is also a form of primary decision-making in another. By Robert Thomas and Joseph Tomlinson, School of Law, University of Manchester We recently held a joint UKAJI/University … Continue reading
Researchers at the London School of Economics School of Social Psychology have developed a tool to support healthcare organisations to analyse and aggregate data from patient complaints in order to improve service monitoring and organisational learning. This report, The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational … Continue reading
Essex CAJI 