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

Bradford, B; 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 , 7 (5) pp. 188-200. Green open access

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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.

Type: Article
Title: Procedural Justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom
Open access status: An open access version is available from UCL Discovery
Publisher version: https://www.kluwerlawonline.com/abstract.php?area=...
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
UCL classification: UCL
UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > Dept of Security and Crime Science
URI: https://discovery.ucl.ac.uk/id/eprint/10057093
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