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Accountability or expectations management?: the role of the Ombudsman in financial regulation

Gilad, Sharon (2008) Accountability or expectations management?: the role of the Ombudsman in financial regulation. Law and Policy, 30 (2). pp. 227-253. ISSN 0265-8240

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Identification Number: 10.1111/j.1467-9930.2008.00275.x

Abstract

Current research of third-party complaint handling institutions evaluates their success in providing redress and advancing service improvement. This focus is driven by a normative predisposition. In contrast, this study is based on an inductive, ethnographic research of the UK Financial Ombudsman Service. This inductive analysis is employed to develop hypotheses to guide future research on third-party complaint handling. It is suggested that current literature may have overlooked the role of third-party complaint handling schemes in managing what, from a professional point of view, are citizen-consumers' excessive expectations for redress. The normative implications of this tentative empirical claim are further discussed.

Item Type: Article
Official URL: http://www.wiley.com/bw/journal.asp?ref=0265-8240
Additional Information: © 2008 Baldy Center for Law and Social Policy
Divisions: Centre for Analysis of Risk & Regulation
Subjects: K Law > K Law (General)
Sets: Research centres and groups > Centre for Analysis of Risk and Regulation (CARR)
Date Deposited: 11 Aug 2009 10:15
Last Modified: 01 Oct 2010 09:25
URI: http://eprints.lse.ac.uk/id/eprint/24734

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