Juggling conflicting demands: The case of the UK financial ombudsman service

Journal of Public Administration Research and Theory

Volumn 19, Issue 3, 2009, Pages 661-680

  Gilad, Sharon ^a  

^a KING'S COLLEGE LONDON   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 73149106628     PISSN: 10531858     EISSN: 14779803     Source Type: Journal    
DOI: 10.1093/jopart/mun008     Document Type: Article

References (28)

1. Ayres, Ian, and John Braithwaite. 1992. Responsive regulation: Transcending the deregulation debate. New York: Oxford Univ. Press.
2. Bardach, Eugene, and Robert A. Kagan. 2002. Going by the book: The problem of regulatory unreasonableness. New Brunswick, NJ: Transaction Publishers.
3. Black, Julia. 1997. Rules and regulators. Oxford: Clarendon Press.
4. Clarke, Michael. 1999. Citizen's financial futures: The regulation of retail investment financial services in Britain. Aldershot, UK: Ashgate.
5. DeHart-Davis, Leisha, and Barry Bozeman. 2001. Regulatory compliance and air quality permitting: Why do firms overcomply? Journal of Public Administration Research and Theory 11: 471-508.
6. Financial Services Authority (Great Britain). 2003. Clarifying mis-selling: A note by the FSA. London: Financial Services Authority.
7. Gilad, Sharon. 2006. An intra-organisational perspective on the role of consumer complaint handling in the UK retail investment regulatory regime (1981-2004). DPhil thesis, University of Oxford.
8. Gilad, Sharon. 2008. Accountability or expectations management: The role of the ombudsman in financial regulation. Law & Policy 30: 227-253.
9. ---. 2008b. Exchange without capture: The UK Financial Ombudsman Service's struggle for accepted domain. Public Administration. http://www.blackwell-synergy.com/doi/abs/10.1111/ j.1467-9299.2008.00713.x (accessed March 28, 2008).
10. Gunningham, Neil. A., Robert A. Kagan, and Dorothy Thornton. 2004. Social license and environmental protection: Why businesses go beyond compliance. Law & Social Inquiry 29: 307-342
11. Gunningham, Neil. A., Dorothy Thornton, and Robert A. Kagan. 2005. Motivating management: Corporate compliance in environmental protection. Law & Policy 27: 289-316.
12. Hill, Larry B. 2002. The ombudsman revisited: Thirty years of Hawaiian experience. Public Administration Review 62: 24-41.
13. Jacoby, Daniel. 1999a. Comments on relations between ombudsmen and the media. In The international ombudsman anthology: Selected writings from the international ombudsman institute, ed. Linda Reif, 711-732 Hague-London-Boston: Martinus Nijhoff Publishers.
14. ---. 1999b. The future of the ombudsman. In The international ombudsman anthology: Selected writings from the international ombudsman institute, ed. Linda Reif, 15-50. Hague-London- Boston: Martinus Nijhoff Publishers.
15. Jamieson, Roberta. 1999. Alternative dispute resolution. In The international ombudsman anthology: Selected writings from the international ombudsman institute, ed. Linda Reif, 613-619 Hague- London-Boston: Martinus Nijhoff Publishers.
16. Koski, Chris, and Peter J. May. 2006. Interests and implementation: Fostering voluntary regulatory actions. Journal of Public Administration Research and Theory 16: 329.
17. May, Peter J. 2004. Compliance motivations: Affirmative and negative bases. Law & Society Review 38: 41-68.
18. May, Peter J., and Robert S. Wood. 2003. At the regulatory front lines: Inspectors' enforcement styles and regulatory compliance. Journal of Public Administration Research and Theory 13: 117-139
19. Nader, Laura. 1980. No access to law: alternatives to the American judicial system. New York: Academic Press.
20. Noll, Roger G. 1985. Government regulatory behavior-A multidisciplinary survey and synthesis. In Regulatory policy and the social sciences, ed. Roger G. Noll. Berkeley: Univ. California Press.
21. Olson, Mary K. 1995. Regulatory agency discretion among competing industries-Inside the FDA. Journal of Law Economics & Organization 11: 379-405.
22. ---. 1996. Substitution in regulatory agencies: FDA enforcement alternatives. Journal of Law, Economics, and Organization 12: 376.
23. Owen, Stephen. 1999. The ombudsman: Essential elements and common challenges. In The international ombudsman anthology: Selected writings from the international ombudsman institute, ed. Linda Reif, 51-72. Hague-London-Boston: Martinus Nijhoff Publishers.
24. Parker, Christine. 2002. The open corporation: Effective self-regulation and democracy. New York: Cambridge Univ. Press.
25. Samuel, Adam. 2005. Consumer complaints and compensation: A guide for the financial services market. Surrey, UK: City & Financial Publishing.
26. Scholz, John T. 1984. Cooperation, deterrence, and the ecology of regulatory enforcement. Law & Society Review 18: 179-224.
27. Seneviratne, Mary. 2002. Ombudsmen: Public services and administrative justice. London: Butterworths.
28. Steele, Eric H. 1974. Fraud, dispute, and the consumer: Responding to consumer complaints. University of Pennsylvania Law Review 123 (1974-1975): 1107-1186