The use of informal resolution approaches by ombudsmen in the UK and Ireland: A mapping study

This report presents findings of an empirical research project, funded by the Nuffield Foundation, designed to produce a descriptive mapping study on the use of informal resolution by ombudsmen. Its focus is on the use of informal resolution approaches as alternatives to investigation and determination/decision. The use of informal and early resolution techniques by ombudsmen and other complaint handlers is an under-studied area but one which is gaining importance in light of several developments in the field of administrative justice generally, and the European Union ADR Directive, to be implemented by 2015. This directive looks set to overhaul complaint handling in the private sector by requiring the government to ensure that an ADR scheme is available in all contractual disputes between a consumer and a business (although neither consumer nor business will be obliged to use the service). This report sets out the analysis of the responses received from 48 ombudsman and complaint-handling organisations in UK and Ireland that are (or were at the relevant time) members of the Ombudsman Association.