Some Failings of Consumer ADR Policy
The promotion of consumer alternative dispute resolution (ADR) has been a consistent policy of the UK Government and appears to be well used. This article addresses two issues. The first is institutional arrangements for consumer ADR policy. The second is the availability of information about the performance of consumer ADR schemes. The argument is that the current institutional arrangements are flawed and that although there is some useful information publicly available to assess the performance of consumer ADR as a whole, it is not easily accessible and has not been used very much. Until these matters are addressed, it is not possible to evaluate the performance of consumer ADR properly and to develop appropriate policies.
Keywords: consumer; alternative dispute resolution; Ombudsman; information; complaints.
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