Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation

27 Pages Posted: 27 Mar 2008

See all articles by Sharon Gilad

Sharon Gilad

Hebrew University of Jerusalem - School of Public Policy

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.

Suggested Citation

Gilad, Sharon, Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation. Law & Policy, Vol. 30, Issue 2, pp. 227-253, April 2008. Available at SSRN: https://ssrn.com/abstract=1109252 or http://dx.doi.org/10.1111/j.1467-9930.2008.00275.x

Sharon Gilad (Contact Author)

Hebrew University of Jerusalem - School of Public Policy ( email )

Jerusalem, 91905
Israel

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