Supporting complaint handlers to act fairly

In this blog post Jane Williams discusses some recently published research on how complaint handlers working can be supported to resolve complaints fairly. As a Senior Lecturer in the Queen Margaret University Business School I do lots of work with complaints handlers working in many sectors – health, local government, central government, ombudsman schemes and in the … Continue reading Supporting complaint handlers to act fairly

Participation in complaints

In this post Jane Williams discusses some research she completed with Chris Gill and Naomi Creutzfeldt which highlights the value consumers attach to being able to participate effectively in complaint resolution.   In 2017 we carried undertook research for research Consumer Advice on the UK’s current approach to ADR ‘Confusion, gaps and overlaps:  A consumer perspective … Continue reading Participation in complaints

Transforming complaint resolution

Welcome to the first blog on the Transforming Complaint Resolution website! The website ( was created by Chris Gill, Carolyn Hirst, and Jane Williams. Collectively we are academics, researchers, and practitioners who have an interest in complaint handling, conflict resolution, and administrative justice. You can find out more about who we are in the ‘About … Continue reading Transforming complaint resolution

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