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Issues relating to the enforcement and deregulation of Part V of the Weights and Measures Act 1985
In July 1999, a consultation paper was issued by the DTI relating to the modernisation of Part V of the Weights and Measures Act 1985. This was in response to issues concerning the complexity of theExpand
Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design
Effectively designed complaint handling systems play a key role in enabling vulnerable consumers to complain and obtain redress. This article examines current research into consumer vulnerability,Expand
A dispute system design perspective on the future of European consumer dispute resolution
This chapter explores the concept of dispute system design in the context of consumer dispute resolution (CDR). While there is a growing literature on dispute system design (DSD) in North America,Expand
An Exploration Into the Importance of a Sense of Belonging for Online Learners
Fostering a sense of belonging and a personal connection is seen as fundamental by many educational researchers, regardless of the learning environment. Online learning certainly provides flexibleExpand
Dysfunctional accountability in complaint systems: The effects of complaints on public service employees
This article examines the effect that being complained about has on public service employees. The volume of complaints about public bodies is significant: an estimated 543,000 complaints a year areExpand
Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses
This report is about the help available to consumers who have experienced a problem with a business that they have been unable to resolve on their own. Some of these problems end up in the smallExpand
How do complaints affect those complained about?: an empirical investigation into the effects of complaints on public service employees
This report presents the findings of a mixed methods research project investigating the effects of complaints on local authority planning staff and housing association staff in Scotland. The researchExpand
Participation as a Framework for Analysing Consumers’ Experiences of Alternative Dispute Resolution (ADR)
This article argues that an analytic framework based on participation is useful for analyzing consumer experiences of alternative dispute resolution (ADR) and provides a complementary approach toExpand