Joining Up Citizen Redress in UK Central Government

Administrative Justice in Context

Volumn , Issue , 2010, Pages 421-456

  Dunleavy, Patrick ^a,b   Bastow, Simon ^c   Tinkler, Jane ^c   Goldchluk, Sofia ^c   Towers, Ed ^c  

^a LONDON SCHOOL OF ECONOMICS   (United Kingdom)

^b Public Policy Group   (United States)

^c NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 78049516419     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (51)

1. Appeals Service (2008) Report by the President of Appeal Tribunals on the standards of decision-making by the Secretary of State (London, The Tribunal Service)available at www. appeals-service.gov.uk/Documents/SSCSA_PresRep07_08FINAL.pdf.
2. Bartholomeou, P, Campbell, R, Dunleavy, P, Margetts, H and Tinkler, J (2005) Report on Four Focus Groups conducted for the Citizen Redress NAO report, available at www.nao. org.uk/publications/0405/citizen_redress.aspx.
3. Brewer, B (2007) ‘Citizen or customer? Complaints handling in the public sector’ 73 International Review of Administrative Sciences 549–56.
4. British and Irish Ombudsman Association (2007) Guide to principles of good complaint handling: Firm on principles, flexible on process (London, BIOA) available at www.bioa. org.uk/docs/BIOAGoodComplaintHandling.pdf.
5. Carnwath, LJ (2008) ‘Administrative justice–a quiet revolution’ 30 Journal of Social Welfare and Family Law 283–86.
6. Community Legal Aid Service (2009) Education pages, available at www.communitylegaladvice. org.uk/gateway/education.jsp.
7. Crerar, L (2007) Independent Review of Regulation, Audit, Inspection and Complaints Handling of Public Services in Scotland (Edinburgh, Scottish Government) available at www.scotland.gov.uk/Publications/2007/09/25120506/0.
8. Dean, H (2004) ‘Losing appeal? The Changing Face of Redress’ 12 Benefits 3.
9. Department for Constitutional Affairs (DCA) (2004) Transforming Public Services: Complaints, Redress and Tribunals Cm 6243 (London, HMSO).
10. Department for Health (2004) Learning from Complaints: Consultation on Changes to the Social Services Complaints Procedure for Adults (Leeds, DoH) available at www.dh.gov. uk/en/Consultations/Closedconsultations/DH_4102052.
11. Department for Work and Pensions (2007) Departmental Report 2007 (London, DWP).
12. Department for Work and Pensions (2008) Performance from the Customer’s View (London, DWP Customer Insight).
13. Dunleavy, P, Margetts, H, Bastow, S and Boucek, F (2005) Citizen Redress: What citizens can do if things go wrong with public services, National Audit Office ‘Value for Money’ report, HC 21 (London, The Stationery Office) also available at www.nao.org.uk/publications and at www.GovernmentOnTheWeb.org.
14. Dunleavy, P, Margetts, H, Bastow, S, Escher, T and Tinkler, J (2007) Government on the internet: progress in delivering information and services online, National Audit Office ‘Value for Money’ Report, HC 529 (London, The Stationery Office), also available at www.nao.org.uk/publications and at www.GovernmentOnTheWeb.org.
15. Dunleavy, P, Margetts, H, Bastow, S and Tinkler, J (2008) Digital Era Governance: IT Corporations, the State and e-Government, revised edn (Oxford, Oxford University Press).
16. Dunleavy, P, Margetts, H, Raraty, D, Tinkler, J (and with Dorrell, D, Escher, T, Goldchluk, S, Hinds, L, Khan, MK and Reissfelder, S) (2009) Department for Work and Pensions: communicating with customers HC 421, National Audit Office ‘Value for Money’ report, also available at www.nao.org.uk/publications and at www.GovernmentOnTheWeb.org.
17. Dutton, WH, Helsper, E and Gerber, MM (2009) The Internet in Britain (Oxford, Oxford Internet Institute).
18. Financial Ombudsman Service (2007) Annual Review 2006–07 (London, FOS).
19. Financial Ombudsman Service (2008) Annual Review 2007–08 (London, FOS).
20. Financial Ombudsman Service (2009) Annual Review 2008–09 (London, FOS).
21. Fitzpatrick, P (2008) ‘Alternative Dispute Resolution in DLA and AA appeals’ Welfare Rights Bulletin 203.
22. Giddings, P (2001) ‘Whither the Ombudsman?’ 16 Public Policy and Administration 1.
23. Gronross, C (2007) Service Management and Marketing: Customer Management in Service (Chichester, Wiley).
24. Gulland, J (2006) ‘Second-tier reviews of complaints in health and social care’ 14 Health and Social Care in the Community 206.
25. Healthcare Commission (2007a) Investigation into outbreaks of Clostridium difficile at Maidstone and Tunbridge Wells NHS Trust (London, Commission for Healthcare Audit and Inspection) available at news.bbc.co.uk/1/shared/bsp/hi/pdfs/11_10_07maidstone_ and_tunbridge_wells_investigation_report_oct_2007.pdf.
26. Healthcare Commission (2007b) Is Anyone Listening? A report on complaints handling in the NHS (London, Commission for Healthcare Audit and Inspection).
27. Healthcare Commission (2008) Spotlight on complaints: a report on second-stage complaints about the NHS in England (London, Commission for Healthcare Audit and Inspection) available at www. nationalschool.gov.uk/policyhub/news_item/complaints_nhs_england09.asp.
28. Healthcare Commission (2009) Investigation into Mid Staffordshire NHS Foundation Trust (London, Commission for Healthcare Audit and Inspection), available at www.cqc.org.uk/_db/_ documents/Investigation_into_Mid_Staffordshire_NHS_Foundation_Trust.pdf.
29. House of Commons Public Administration Select Committee (2003) ‘PASC attacks “disturbing” evidence of government administrative failure’, Press Notice No 8, available at www.parliament.uk/parliamentary_committees/public_administration_select_ committee/pasc_pn_8.cfm.
30. House of Commons Public Administration Select Committee (2008) When Citizens Complain. Fifth Report of Session 2007–08 (London, The Stationery Office).
31. Laming Review (2009) The Protection of Children in England: A Progress Report (London, The Stationery Office), available at http://publications.everychildmatters.gov.uk/eOrderingDownload/HC-330.pdf.
32. Merricks, W (2007) ‘The Financial Ombudsman Service: not just an alternative to court’ 15 Journal of Financial Regulation and Compliance 135.
33. Ministry of Justice (2007) Transforming tribunals: Implementing Part 1 of the Tribunals, Courts and Enforcement Act (London, MoJ).
34. Mueller, D (2003) Public Choice III (Cambridge, Cambridge University Press).
35. Mulcahy, L (2003) Disputing Doctors: the socio-legal dynamics of complaints about medical care (Maidenhead, Open University Press).
36. National Audit Office (2005) Citizen Redress: What citizens can do if things go wrong with public services HC 21 (London, The Stationery Office) available at www.nao.org.uk/publications/0405/citizen_redress.aspx.
37. National Audit Office (2008) Department for Work and Pensions: Handling Customer Complaints HC 995 (London, The Stationery Office) available at www.nao.org.uk/publications/0708/handling_customer_complaints.aspx.
38. National Consumer Council (2008) The Hunt Review: Response to the call for evidence to the independent review of the Financial Ombudsman Service (London, NCC).
39. National Ombudsman of the Netherlands (2008) Annual Report (The Hague, de Nationale ombudsman).
40. ORC International (2008) Scottish Public Service Ombudsman: Complainant Satisfaction Survey 2007 (Edinburgh, ORC International) available at www.scottishombudsmanwatch. org/files/SPSO_07_satisfaction_survey__21_February_2008.pdf.
41. Parliamentary and Health Service Ombudsman (2007a) Annual Report 2006–07: Putting principles into practice (London, The Stationery Office).
42. Parliamentary and Health Service Ombudsman (2007b) Principles of Good Administration (London, The Stationery Office), available at www.ombudsman.org.uk/improving_services/principles/good_administration/index.html.
43. Parliamentary and Health Service Ombudsman (2007c) Principles for Remedy (London, The Stationery Office) available at www. ombudsman.org.uk/improving_services/principles/remedy/index.html.
44. Parliamentary and Health Service Ombudsman (2008a) Annual Report 2007–08: Bringing wider public benefit from individual complaints (London, The Stationery Office).
45. Parliamentary and Health Service Ombudsman (2008b) Equitable Life: a decade of regulatory failure (London, The Stationery Office).
46. Sampson, F and de Silva, N (2001) Police Conduct, Complaints and Efficiency (London, Blackstone Press).
47. Scottish Public Services Ombudsman (2007) Annual Report 2006–07 (Edinburgh, SPSO).
48. Scottish Public Services Ombudsman (2008) Annual Report 2007–08 (Edinburgh, SPSO).
49. Tax, SS and Brown, SW (2000) ‘Service recovery, research insights and practices’ in TA Swartz and D Iacobucci (eds), Handbook of Services Marketing and Management (Thousand Oaks, CA, Sage Publications).
50. The Tribunal Service (2006) Framework Document (London, Department for Constitutional Affairs).
51. Varney, D (2006) Service transformation: A better service for citizens and businesses, a better deal for the taxpayer (London, The Stationery Office).