The ombudsman, tribunals and administrative justice section: a 2020 vision for the ombudsman sector

This article analyses the growing role for ombudsman schemes in the UK administrative justice system following the Government reforms post 2010. It argues that the ombudsman institution is perhaps the one example of an administrative justice body that looks set to emerge stronger over the period. But the ombudsman sector needs to guard against complacency, as the demands, expectations and publicity placed upon it are all likely to increase

Key stakeholders’ perspectives towards UK new-build housing defects

Purpose: Research on housing defects has limited its enquiry to the classifications of defects, potential impact of defects, and their detection and remediation during construction and the builder’s liability period, without considering the warranty period. This paper aims to better understand which impacts of defects are perceived as important by the key stakeholders involved in their detection and remediation over the construction, builder’s liability and insurer’s warranty periods. Design/methodology/approach: The questionnaire survey approach was used. The questionnaire distribution list was drawn from the UK’s largest warranty provider and approved inspector’s records. The questionnaire was distributed to 2003 people, receiving 292 responses, a response rate of 15%. Findings: This research challenges the assertion that the house building industry (i.e. house builders, building inspectors and warranty providers) is predominantly cost focused and finds that the potential impact of defects on home occupants are their primary concern. In contrast, the home occupants’ appear solely focused on the disruption defects caused on their daily lives and perceive a lack customer focus in the house building industry. Originality/value: This study provides empirical evidence of the contrasting view of the house building industry and home occupants with respect to the prioritisation of the impacts of defects. Further, this research offers house builders an alternative approach to determine which defects should be targeted for reduction purposes which may lead to improved levels of customer satisfaction

Funding the Financial Ombudsman Service A joint consultation paper

SIGLEAvailable from British Library Document Supply Centre-DSC:3423.77522(74) / BLDSC - British Library Document Supply CentreGBUnited Kingdo

Complaints handling arrangements Response on CP49; a joint policy statement

Policy statementSIGLEAvailable from British Library Document Supply Centre-DSC:m01/10570 / BLDSC - British Library Document Supply CentreGBUnited Kingdo

Exchange without capture: the UK Financial Ombudsman Service’s struggle for accepted domain

This article explores the formation of public organizations''domain perception', that is, their internal interpretation and external articulation of their role and its boundaries. The analysis is based on non-participant observation research of the UK Financial Ombudsman Service (FOS), and archival research of its predecessor organization, which handled consumer complaints regarding the retail selling of financial products. I show that the FOS's articulation of its domain emphasized the strictly individual and confidential nature of its complaint handling, rather than formulation of general principles to guide firms' sale practices. This domain perception embodied an implicit exchange between the ombudsman and the retail financial industry on behalf of consumers, and distinguished the ombudsman's role from that of the Financial Services Authority and the civil courts. The case is employed as means for theory building regarding the nature of public organizations' domain perceptions and the process by which such constructs develop in regulatory contexts