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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