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The New Regulatory Framework for Consumer Dispute Resolution$
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Pablo Cortés

Print publication date: 2016

Print ISBN-13: 9780198766353

Published to Oxford Scholarship Online: January 2017

DOI: 10.1093/acprof:oso/9780198766353.001.0001

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Regulating ADR

Regulating ADR

Lessons from the UK

Chapter:
(p.297) 14 Regulating ADR
Source:
The New Regulatory Framework for Consumer Dispute Resolution
Author(s):

Richard Kirkham

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780198766353.003.0015

This chapter analyses the manner in which the ADR Directive and ODR Regulation have been implemented in the UK, with a particular focus on the ombudsman sector. The chapter argues that in the UK implementation has been minimalist and that this represents a missed opportunity. The Directive is capable of laying the foundations for robust ADR, but the regulation of the sector looks deficient. As a result, there is a heightened risk that sub-optimal standards in the sector will go undetected which may in turn undermine user confidence. More work needs to be done to make the regulatory set-up a standard-bearer for the sector rather than a passive observer.

Keywords:   ombudsman, regulation, standards, ADR Directive, consumer redress

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