Procedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom

Creutzfeldt, N. and Bradford, B. 2018. Procedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom. Journal of European Consumer and Market Law (EuCML) .

TitleProcedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom
AuthorsCreutzfeldt, N. and Bradford, B.
Abstract

This article uses the lens of procedural justice theory to explore peoples’ experiences of an alternative dispute resolution (ADR) model: ombudsman services. We focus on two specific services that deal with complaints about financial services in Germany and the UK. Using and expanding upon procedural justice theory we ask two key questions: is the complaints process more important than its outcome; and does the importance of process and outcome vary between countries? In both countries we find a strong association between perceptions of procedural justice and outcomes such as overall perceptions of fairness, confidence in the ombudsman service, and decision acceptance. Against expectations, these associations are broadly invariant across the German and UK samples; but, despite this, all else equal German respondents expressed consistently more positive views. Our data add some nuance to the existing literature on procedural justice and suggest that the national context also plays a role in people’s decision-acceptance of ombudsmen. We suggest that national legal cultures provide for a framework of rules that guide people’s perceptions and behaviors in legal, quasi-legal and related environments.

JournalJournal of European Consumer and Market Law (EuCML)
ISSN2364-4710
Year2018
PublisherKluwer Law

Related outputs

Ombudsmen and ADR: a comparative study of informal justice in Europe
Creutzfeldt, N. 2018. Ombudsmen and ADR: a comparative study of informal justice in Europe. Palgrave Macmillan.

How Do Complainants Experience the Ombuds Procedure? Detecting cultural patterns of disputing behavior: A comparative analysis of users that complain about financial services
Creutzfeldt, N. and Bradford, B. 2018. How Do Complainants Experience the Ombuds Procedure? Detecting cultural patterns of disputing behavior: A comparative analysis of users that complain about financial services . in: Hertogh, M. and Kirkham, R. (ed.) Research Handbook on the Ombudsman Edward Elgar.

The role of ombuds - a comparative perspective
Creutzfeldt, N. 2018. The role of ombuds - a comparative perspective. in: Research Handbook in Comparative Law: Comparative Dispute Resolution Edward Elgar.

The ‘Ombuds Watchers’: Collective Dissent and Legal Protest Among Users of Public Services Ombuds
Gill, C. and Creutzfeldt, N. 2018. The ‘Ombuds Watchers’: Collective Dissent and Legal Protest Among Users of Public Services Ombuds . Social and Legal Studies. 27 (3), pp. 367-388.

Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses
Gill, C., Creutzfeldt, N., Williams, J., O'Neill, S. and Vivian. N. 2017. Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses. London National Association of Citizens Advice Bureau.

Consumer protection in Turkey: law, informality and the role of the media. Monash University, Workplace and Corporate Law Research Group, Working Paper No. 21
Creutzfeldt, N., Mahy, P., Kazaz, J., Caliskan, E. and Lu, Y.Y. 2016. Consumer protection in Turkey: law, informality and the role of the media. Monash University, Workplace and Corporate Law Research Group, Working Paper No. 21. Monash University.

A voice for change? Trust relationships between ombudsmen, individuals and public service providers
Creutzfeldt, N. 2016. A voice for change? Trust relationships between ombudsmen, individuals and public service providers. Journal of Social Welfare and Family Law. 38 (4), pp. 460-479.

ADR and Justice in consumer disputes in the EU
Hodges, C., Creutzfeldt, N., Steffek, F. and Verhage, E. 2016. ADR and Justice in consumer disputes in the EU. Oxford The Foundation for Law, Justice and Society.

Dispute resolution outside of courts: procedural justice and decision acceptance among users of ombuds services in the UK
Creutzfeldt, N. and Bradford, B. 2016. Dispute resolution outside of courts: procedural justice and decision acceptance among users of ombuds services in the UK. Law and Society Review. 50 (4), pp. 985-1016.

What do we expect from an ombudsman? Narratives of everyday engagement with the informal justice system in Germany and the UK
Creutzfeldt, N. 2016. What do we expect from an ombudsman? Narratives of everyday engagement with the informal justice system in Germany and the UK. International Journal of Law in Context. 12 (4), pp. 437-452.

Introduction: Exploring the Comparative in Socio-Legal Studies
Creutzfeldt, N., Kubal, A. and Pirie, F. 2016. Introduction: Exploring the Comparative in Socio-Legal Studies. International Journal of Law in Context. 12 (4), pp. 377-389.

Trusting the middle-man: Impact and legitimacy of ombudsmen in Europe
Creutzfeldt, N. 2016. Trusting the middle-man: Impact and legitimacy of ombudsmen in Europe. Westminster Law School, University of Westminster.

ESRC Project Reports: Trusting the Middle-Man: Impact and Legitimacy of Ombudsmen in Europe
Creutzfeldt, N. 2016. ESRC Project Reports: Trusting the Middle-Man: Impact and Legitimacy of Ombudsmen in Europe. University of Oxford.

Parallel tracks in mass litigation: public and private responses to the Buncefield explosion in England
Creutzfeldt, N. and Hodges, C. 2016. Parallel tracks in mass litigation: public and private responses to the Buncefield explosion in England . in: Hensler, D., Hodges, C. and Tzankova, I. (ed.) Class Actions in Context: How Economics, Politics and Culture Shape Collective Litigation Edward Elgar. pp. 320-341

Transformations in Public and Private Enforcement
Hodges, C. and Creutzfeldt, N. 2016. Transformations in Public and Private Enforcement. in: Micklitz, H.W. and Wechsler, A. (ed.) The Transformation of Enforcement: European Economic Law in Global Perspective Oxford Hart. pp. 115-133

Ombudsman Schemes: Energy Sector in Germany, France, and the UK
Creutzfeldt, N. 2016. Ombudsman Schemes: Energy Sector in Germany, France, and the UK. in: Cortes, P. (ed.) The New Regulatory Framework for Consumer Dispute Resolution Oxford Oxford University Press.

An Introduction to Alternative Dispute Resolution (ADR) for Consumers in Europe
Creutzfeldt, N. 2016. An Introduction to Alternative Dispute Resolution (ADR) for Consumers in Europe . in: Cauffman, C. and Smits, J. (ed.) The Citizen in European Private Law: Norm-setting, Enforcement and Choice Cambridge Intersentia. pp. 141-151

Book review: Regulating Dispute Resolution. ADR and Access to Justice at the Crossroads. Felix Steffek and Hannes Unberath (eds) in coop. with Hazel Genn, Reinhard Greger and Carrie Menkel-Meadow. Oxford & Portland, Ore: Hart 2013
Creutzfeldt, N. 2016. Book review: Regulating Dispute Resolution. ADR and Access to Justice at the Crossroads. Felix Steffek and Hannes Unberath (eds) in coop. with Hazel Genn, Reinhard Greger and Carrie Menkel-Meadow. Oxford & Portland, Ore: Hart 2013. Rabels Zeitschrift für ausländisches und internationales Privatrecht = The Rabel Journal of Comparative and International Private Law . 80 (3), pp. 709-712.

Implementation of the Consumer ADR Directive
Creutzfeldt, N. 2016. Implementation of the Consumer ADR Directive. Journal of European Consumer and Market Law . 5 (4), pp. 169-175.

Vertrauen in aussergerichtliche Streitbeilegung
Creutzfeldt, N. 2016. Vertrauen in aussergerichtliche Streitbeilegung. Zeitschrift für Konfliktmanagement. 19 (1), pp. 12-16.

ADR in aviation: European and national perspectives
Creutzfeldt, N. and Berlin, C. 2016. ADR in aviation: European and national perspectives . Civil Justice Quaterly. 35 (2), pp. 148-161.

Independent Ombudsmen and ADR providers: building bridges in the energy market was prepared for NEON
Creutzfeldt, N. 2015. Independent Ombudsmen and ADR providers: building bridges in the energy market was prepared for NEON . National Energy Ombudsman Network.

The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK (policy brief from ombudsmen workshop in Oxford 2014)
Creutzfeldt, N. and Gill, C. 2014. The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK (policy brief from ombudsmen workshop in Oxford 2014). The Foundation for Law, Justice and Society.

Reforming the EU Consumer ADR Landscape: Implementation and its Issues (policy brief from 2014 ADR conference in Oxford)
Hodges, C., Creutzfeldt, N. and MacLeod, S. 2014. Reforming the EU Consumer ADR Landscape: Implementation and its Issues (policy brief from 2014 ADR conference in Oxford) . The Foundation for Law, Justice and Society.

Reconciling inconsistencies in regulation throughout the EU for a risk-based approach towards industry governance: A closer look at Germany
Creutzfeldt, N. and Chakraborty, S. 2014. Reconciling inconsistencies in regulation throughout the EU for a risk-based approach towards industry governance: A closer look at Germany. in: Raadschelders, J., Graham, J. and Bohme, E. (ed.) Public Administration and the Modern State: Assessing trends and impact Palgrave Macmillan. pp. 63-74

Alternative Dispute Resolution for Consumers
Creutzfeldt, N. 2014. Alternative Dispute Resolution for Consumers. in: Stürner, M., Gascón Inchausti, F. and Caponi, R. (ed.) The Role of Consumer ADR in the Administration of Justice - New Trends in Access to Justice under EU Directive 2013/11 Munich Sellier. pp. 3-10

How important is procedural justice for Consumer Dispute Resolution? A case study of an ombudsman model for European Consumers
Creutzfeldt, N. 2014. How important is procedural justice for Consumer Dispute Resolution? A case study of an ombudsman model for European Consumers. Journal of Consumer Policy. 37 (4), pp. 527-546.

Consumer Dispute Resolution (CDR) in Europe
Creutzfeldt, N. and Hodges, C. 2014. Consumer Dispute Resolution (CDR) in Europe. Nederlands-Vlaams Tijdschrift voor Mediation en Conflictmanagement. 2, pp. 29-43.

Ausblick nach Europa: Beispiele aus den Mitgleidstaaten, in Option Schlichtung – Eine neue Kultur der Konfliktlösung
Creutzfeldt, N. 2014. Ausblick nach Europa: Beispiele aus den Mitgleidstaaten, in Option Schlichtung – Eine neue Kultur der Konfliktlösung. Schriftenreihe Verbraucherrecht, Verbraucherpolitik. 45, pp. 19-27.

Implementing the consumer ADR directive (policy brief 2013 ADR conference in Oxford)
Hodges, C. and Creutzfeldt, N. 2013. Implementing the consumer ADR directive (policy brief 2013 ADR conference in Oxford) . The Foundation for Law, Justice and Society.

The origins and evolution of consumer dispute resolution systems in Europe
Creutzfeldt, N. 2013. The origins and evolution of consumer dispute resolution systems in Europe. in: Hodges, C. and Stadler, A. (ed.) Resolving Mass Disputes: ADR and Settlement of Mass Claims Cheltenham Edward Elgar. pp. 223-245

Consumer-to-Business ADR Structures: Harnessing the Power of CADR for Dispute Resolution and Regulating Market Behaviour (policy brief 2012 consumer ADR conference in Oxford)
Hodges, C., Bencher, I., Creutzfeldt, N. and Benöhr, I. 2012. Consumer-to-Business ADR Structures: Harnessing the Power of CADR for Dispute Resolution and Regulating Market Behaviour (policy brief 2012 consumer ADR conference in Oxford) . The Foundation for Law, Justice and Society.

Consumer–to–business dispute resolution: the power of CADR
Creutzfeldt, N., Hodges, C. and Benoehr, I. 2012. Consumer–to–business dispute resolution: the power of CADR. ERA Forum Journal of the Academy of European Law . 13 (2), pp. 199-225.

Verbraucher-ADR in Europa wird gestärkt
Creutzfeldt, N. and Berlin, C. 2012. Verbraucher-ADR in Europa wird gestärkt . Zeitschrift für Konfliktmanagement . 15 (2), pp. 57-60.

Consumer ADR in Europe
Hodges, C., Benoehr, I. and Creutzfeldt, N. 2012. Consumer ADR in Europe. Oxford Hart.

The Hidden World of Consumer ADR: Redress and Behaviour (report on ADR conference in Oxford 2011)
Hodges, C., Creutzfeldt, N. and Benöhr, I. 2011. The Hidden World of Consumer ADR: Redress and Behaviour (report on ADR conference in Oxford 2011) . The Foundation for Law, Justice and Society.

Initial Phase Crisis Communications following high perceived risk events: The volcanic ash crisis and the Japanese tsunami as examples
Chakraborty, S. and Creutzfeldt, N. 2011. Initial Phase Crisis Communications following high perceived risk events: The volcanic ash crisis and the Japanese tsunami as examples . European Journal of Risk Regulation . 2 (2), pp. 265-267.

2010 Meltdown – Airport Closure Risk Communications in London and NYC
Creutzfeldt, N. and Chakraborty, S. 2011. 2010 Meltdown – Airport Closure Risk Communications in London and NYC . European Journal of Risk Regulation. 2 (1), pp. 108-110.

Implications of the Risk Communication Guidelines for the European Union
Creutzfeldt, N. and Chakraborty, S. 2010. Implications of the Risk Communication Guidelines for the European Union. European Journal of Risk Regulation. 1 (4), p. 435.

Does Turkey belong to Europe? A comparative analysis of the public debate in the media in Germany, France and the UK concerning Turkey's accession to the EU, from 1999 to 2005
Creutzfeldt, N. 2009. Does Turkey belong to Europe? A comparative analysis of the public debate in the media in Germany, France and the UK concerning Turkey's accession to the EU, from 1999 to 2005. Goettingen, Germany Cuvillier Verlag.

Permalink - https://westminsterresearch.westminster.ac.uk/item/q5w5x/procedural-justice-in-alternative-dispute-resolution-fairness-judgments-among-users-of-financial-ombudsman-services-in-germany-and-the-united-kingdom


Restricted files

Accepted author manuscript
Under embargo until 06 Feb 2019

Share this
Tweet
Email