Managing complaints: Focusing on users and non-users of the system

Thinking holistically about procedural justice in alternative dispute resolution: a case study of the German Federal Ombud Scheme
Bradford, B., Creutzfeldt, N. and Steffek, F. 2023. Thinking holistically about procedural justice in alternative dispute resolution: a case study of the German Federal Ombud Scheme. Law and Social Inquiry. 48 (3), pp. 748-779. https://doi.org/10.1017/lsi.2022.55

Ombuds and Tribunals in a Digital Era: Framing a Digital Legal Consciousness
Creutzfeldt, N. Forthcoming. Ombuds and Tribunals in a Digital Era: Framing a Digital Legal Consciousness. in: Groves, M. and Stuhmcke, A. (ed.) The Ombudsman in the Modern State Hart Publishing. pp. 141-163

Towards a digital legal consciousness?
Creutzfeldt, N. 2021. Towards a digital legal consciousness? European Journal of Law and Technology. 12 (3).

A Comparative Review on Ombuds: Recommendations of Action for the Turkish Ombudsman and Guidelines for the Ombudsman and Public Authorities
Creutzfeldt, N., O'Brien, N. and Nowicki, M. 2021. A Comparative Review on Ombuds: Recommendations of Action for the Turkish Ombudsman and Guidelines for the Ombudsman and Public Authorities. online Council of Europe.

Alternative Streitbeilegung und vulnerable Gruppen
Creutzfeldt, N. 2021. Alternative Streitbeilegung und vulnerable Gruppen. Zeitschrift fuer Konfliktmanagement. 24 (3), pp. 118-120. https://doi.org/10.9785/zkm-2021-240311

Advice pandemic report final
Creutzfeldt, N. 2021. Advice pandemic report final.

Social welfare [law] advice provision during the pandemic in England and Wales: a conceptual framework
Creutzfeldt, N. and Sechi, D. 2021. Social welfare [law] advice provision during the pandemic in England and Wales: a conceptual framework. Journal of Social Welfare and Family Law. 43 (2), pp. 153-174. https://doi.org/10.1080/09649069.2021.1917707

Access to Justice for Vulnerable and Energy-Poor Consumers: Just Energy?
Creutzfeldt, N., Gill, C., Cornelis, M. and McPherson, R. 2021. Access to Justice for Vulnerable and Energy-Poor Consumers: Just Energy? Hart Publishing.

The Individual and Administrative Justice
Creutzfeldt, N. 2021. The Individual and Administrative Justice. in: The Oxford Handbook of Administrative Justice Oxford University Press.

Socio-Legal Studies in Germany and the UK: Theory and Methods
Hendry, J., Creutzfeldt, N. and Boulanger, C. 2020. Socio-Legal Studies in Germany and the UK: Theory and Methods. German Law Journal. 21 (Special issue 7), pp. 1309-1317. https://doi.org/10.1017/glj.2020.83

Understanding how and when change occurs in the administrative justice system: the ombudsman/ tribunal partnership as a catalyst for reform?
Creutzfeldt, N. and Kirkham, R. 2020. Understanding how and when change occurs in the administrative justice system: the ombudsman/ tribunal partnership as a catalyst for reform? Journal of Social Welfare and Family Law. 42 (2), pp. 253-273. https://doi.org/10.1080/09649069.2020.1751931

The Social and Local Dimensions of Governance of Energy Poverty: Adaptive Responses to State Remoteness
Creutzfeldt, N., Gill, C., McPherson, R. and Cornelis, M. 2020. The Social and Local Dimensions of Governance of Energy Poverty: Adaptive Responses to State Remoteness. Journal of Consumer Policy. 43 (3), pp. 635-658. https://doi.org/10.1007/s10603-019-09442-z

Participation as a Framework for Analysing Consumers’ Experiences of Alternative Dispute Resolution (ADR)
Williams, J., Gill, C., Creutzfeldt, N. and Vivian, N. 2020. Participation as a Framework for Analysing Consumers’ Experiences of Alternative Dispute Resolution (ADR). Journal of Law and Society. 47 (2), pp. 271-297. https://doi.org/10.1111/jols.12224

The role of ombuds - a comparative perspective
Creutzfeldt, N. 2020. The role of ombuds - a comparative perspective. in: Palmer, M., Moscati, M. and Roberts, M. (ed.) Research Handbook in Comparative Law: Comparative Dispute Resolution Edward Elgar.

Socio-legal theory and methods: Introduction
Creutzfeldt, N., Mason, M. and McConnachie, K. 2019. Socio-legal theory and methods: Introduction. in: Creutzfeldt, N., Mason, M. and McConnachie, K. (ed.) Routledge Handbook of Socio-Legal Theory and Methods Routledge.

Reform of the administrative justice system: a plea for change and a research agenda
Kirkham, R. and Creutzfeldt, N. 2019. Reform of the administrative justice system: a plea for change and a research agenda. UK Administrative Justice Institute blog.

Charlotte O'Brien: Unity in Adversity: Eu Citizenship, Social Justice and the Cautionary Tale of the UK
Creutzfeldt, N. 2019. Charlotte O'Brien: Unity in Adversity: Eu Citizenship, Social Justice and the Cautionary Tale of the UK. Journal of Law and Society. 46 (4), pp. 697-698. https://doi.org/10.1111/jols.12198

Traditions of studying the social and the legal: A short introduction to the institutional and intellectual development of socio-legal studies
Creutzfeldt, N. 2019. Traditions of studying the social and the legal: A short introduction to the institutional and intellectual development of socio-legal studies. in: Creutzfeldt, N., Mason, M. and McConnachie, K. (ed.) Routledge Handbook of Socio Legal Theory and Methods Routledge.

Empirische Forschung zur Verbraucherschlichtung Zwischenbericht zum Forschungsvorhaben „Funktionsweise der Allgemeinen Verbraucherschlichtungsstelle“ im Auftrag des BMJV
Creutzfeldt, N. and Steffek, F. 2019. Empirische Forschung zur Verbraucherschlichtung Zwischenbericht zum Forschungsvorhaben „Funktionsweise der Allgemeinen Verbraucherschlichtungsstelle“ im Auftrag des BMJV. Zeitschrift für Konfliktmanagement . 22 (2), pp. 40-44. https://doi.org/10.9785/zkm-2019-220203

Zwischenbericht zur Funktionsweise der Allgemeinen Verbraucherschlichtungsstelle
Creutzfeldt, N. and Steffek, F. 2018. Zwischenbericht zur Funktionsweise der Allgemeinen Verbraucherschlichtungsstelle. German government website Deutscher Bundestag.

Procedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom
Bradford, B. and Creutzfeldt, N. 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) . 7 (5), pp. 188-200.

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. pp. 280-297

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. https://doi.org/10.1177/0964663917721313

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. https://doi.org/10.1080/09649069.2016.1239371

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. https://doi.org/10.1111/lasr.12234

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. https://doi.org/10.1017/S1744552316000203

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. https://doi.org/10.1017/S1744552316000173

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. https://doi.org/10.1628/003372516X14672884720699

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. https://doi.org/10.9785/zkm-2016-0105

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. https://doi.org/10.1007/s10603-014-9269-x

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
Hodges, C., Benöhr, I. and Creutzfeldt, N. 2012. Consumer-to-business dispute resolution: The power of CADR. ERA Forum. 13 (2), pp. 199-225. https://doi.org/10.1007/s12027-012-0263-y

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. https://doi.org/10.9785/ovs-zkm-2012-57

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.