| Summary Contents |
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vii | |
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List of Tables and Figures |
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xv | |
| Contributors |
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xix | |
| Interviewees |
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xxi | |
| Abbreviations |
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xxv | |
| Introduction |
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xxix | |
| Consumer ADR |
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xxix | |
| The Different Meanings of ADR |
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xxix | |
| The World of CADR |
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xxx | |
| Policy Decisions |
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xxxi | |
| The Research Question and Approach |
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xxxii | |
| Plan of the Book |
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xxxiii | |
| Methodology |
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xxxiv | |
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1 Alternative Dispute Resolution in the EU |
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1 | (24) |
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1 | (1) |
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Access to Justice and ADR at the International and Regional Level |
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2 | (1) |
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Historic overview of key ADR Related Actions in the EU |
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3 | (2) |
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Competences of the EU in Civil Justice and Consumer ADR |
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5 | (2) |
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Specific EU Measures Regarding ADR |
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7 | (6) |
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13 | (5) |
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EU-Wide Complaints Reporting |
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18 | (2) |
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The European Commission's Proposals on Consumer ADR and ODR |
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20 | (3) |
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23 | (2) |
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Consumer ADR in Selected Member States |
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25 | (12) |
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The New FPS Economy and its Mediation Task |
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25 | (1) |
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26 | (1) |
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27 | (2) |
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29 | (5) |
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34 | (3) |
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37 | (36) |
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37 | (1) |
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The Institutional Landscape for Consumer Issues |
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38 | (1) |
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Consumer Claims and Mediation within the Court System |
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39 | (2) |
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Consumer Complaints Boards |
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41 | (2) |
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43 | (3) |
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46 | (5) |
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51 | (5) |
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56 | (6) |
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62 | (3) |
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Electronic Communications |
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65 | (3) |
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68 | (1) |
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69 | (1) |
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70 | (3) |
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73 | (44) |
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73 | (9) |
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Privatised Enforcement of Consumer Law |
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82 | (5) |
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Overview of Consumer ADR Bodies |
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87 | (2) |
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89 | (1) |
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90 | (4) |
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94 | (2) |
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96 | (3) |
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99 | (1) |
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100 | (8) |
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108 | (4) |
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112 | (1) |
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The Failed `Ombudsman.de' Scheme |
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113 | (1) |
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114 | (1) |
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115 | (2) |
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117 | (12) |
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117 | (1) |
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117 | (4) |
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121 | (1) |
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Integrated Regulatory and ADR System |
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121 | (7) |
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128 | (1) |
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129 | (38) |
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129 | (1) |
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National Culture of Negotiated Settlement |
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130 | (5) |
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The Geschillencommissie Structure |
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135 | (14) |
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149 | (3) |
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152 | (1) |
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Financial Services: KiFid |
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153 | (6) |
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159 | (5) |
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164 | (3) |
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167 | (30) |
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167 | (1) |
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168 | (10) |
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178 | (16) |
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Summary and Assessment of Lingering Problems |
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194 | (2) |
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196 | (1) |
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197 | (12) |
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Mediation in Business Sectors |
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197 | (2) |
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General Consumer Arrangements |
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199 | (2) |
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201 | (3) |
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Small Claims Procedure in Regular Courts |
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204 | (2) |
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206 | (3) |
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209 | (20) |
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209 | (1) |
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The Legal Framework and Consumer Claims within the Court System |
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209 | (3) |
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Overview of the ADR System in Spain |
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212 | (7) |
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219 | (8) |
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227 | (2) |
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229 | (24) |
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229 | (1) |
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The Policy of Prioritising Consumer Advice |
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229 | (2) |
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231 | (8) |
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The National Board for Consumer Disputes |
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239 | (7) |
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246 | (2) |
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248 | (1) |
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249 | (1) |
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250 | (1) |
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251 | (2) |
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253 | (86) |
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253 | (1) |
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254 | (3) |
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257 | (1) |
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258 | (3) |
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ADR within Consumer Regulation |
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261 | (5) |
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Private Sector ADR Bodies |
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266 | (6) |
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272 | (10) |
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Finance & Leasing Association |
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282 | (2) |
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284 | (5) |
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289 | (2) |
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291 | (16) |
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307 | (5) |
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General Consumer Trading Sectors: Resolution of Disputes under Codes of Business Practice |
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312 | (8) |
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320 | (8) |
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Travel Disputes: The ABTA Code and Schemes |
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328 | (6) |
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334 | (4) |
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338 | (1) |
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12 Best Practice in Customer Care in the UK |
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339 | (16) |
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339 | (2) |
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341 | (7) |
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348 | (2) |
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350 | (5) |
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13 Cross-border Consumer ADR |
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355 | (12) |
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European Car Rental Conciliation Service |
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355 | (1) |
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SELDIA: The European Direct Selling Association |
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356 | (2) |
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European Energy Ombudsman Group |
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358 | (1) |
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358 | (2) |
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360 | (4) |
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364 | (1) |
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365 | (2) |
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367 | (22) |
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368 | (1) |
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369 | (8) |
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377 | (2) |
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379 | (1) |
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380 | (1) |
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Levels of Loss and Detriment |
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381 | (1) |
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The Cost of Major CADR Schemes |
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382 | (2) |
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384 | (1) |
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384 | (1) |
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385 | (1) |
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EU Consumer Complaint Data |
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386 | (3) |
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15 Findings and Conclusions |
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389 | (66) |
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Findings of the State of CADR in the EU |
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389 | (23) |
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The Unique Concept of CADR |
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389 | (1) |
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389 | (1) |
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390 | (1) |
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391 | (1) |
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The National Context of CADR schemes |
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392 | (2) |
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The Historical Development of CADR Models and Techniques |
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394 | (1) |
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Market Regulation, Reducing Cost and Maintaining Business Reputation as Drivers for CADR |
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395 | (3) |
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CADR in the Context of DR |
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398 | (2) |
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400 | (1) |
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401 | (1) |
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CADR with Business Codes of Practice |
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402 | (1) |
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Modes and Techniques of Dispute Resolution in CADR Systems |
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403 | (2) |
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The Sequencing of Dispute Resolution Pathways |
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405 | (2) |
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The First Stage; Direct Contact with Traders |
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407 | (1) |
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Advice, Information and Dispute Resolution |
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408 | (1) |
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CADR and Collective Redress |
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409 | (2) |
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Variations in Effect: Persuasive or Binding? |
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411 | (1) |
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Conceptual issues with CADR |
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412 | (17) |
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The Basis of CADR Decisions: Law and Fairness |
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412 | (3) |
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Should CADR or Courts Decide the Law? |
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415 | (1) |
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Binding and Non-binding Decisions |
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416 | (1) |
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417 | (1) |
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Due Process Issues for CADR |
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418 | (2) |
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The Purpose and Nature of CADR |
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420 | (2) |
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ADR as an Essential Aspect of Regulation and Behaviour Control |
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422 | (1) |
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Capturing and Using Market Information |
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423 | (2) |
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What Criteria Should Apply to CADR? |
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425 | (1) |
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Proposed Essential Requirements and KPIs |
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426 | (3) |
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429 | (8) |
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Centralised and Sectoral Schemes |
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429 | (1) |
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Maximising Usage: Unified Architecture, Visibility, Consistency and Trust |
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430 | (3) |
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Filling Gaps to Extend Coverage |
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433 | (4) |
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Best Operating Procedures |
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437 | (11) |
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437 | (1) |
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437 | (1) |
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438 | (1) |
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439 | (1) |
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439 | (1) |
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Independence and Impartiality |
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440 | (5) |
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445 | (1) |
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Factors Affecting Cost, Efficiency and Incidence |
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446 | (2) |
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448 | (7) |
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A Model for a National Consumer ADR Architecture |
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449 | (6) |
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1 Commission Recommendation of 30 March 1998 on the principles applicable to the bodies responsible for out-of-court settlement of consumer disputes (98/257/EC) |
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455 | (8) |
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2 Commission Recommendation of 4 April 2001 on the principles for out-of-court bodies involved in the consensual resolution of consumer disputes (2001/310/EC) |
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463 | (8) |
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3 European Code of Conduct for Mediators |
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471 | (4) |
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4 French Charter of Consumer Mediation |
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475 | |
Rohkem infot Hart e-raamatute kohta