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  • Chris Gill and Creutzfeldt, 'The ‘ombuds watchers’: dissatisfaction, collective dissent, and legal protest amongst users of public service ombuds ' (2017) social and legal studies
    This article examines the phenomenon of the ‘ombuds watchers’. These are groups of dissatisfied users of public service ombuds schemes who engage in legal protest against the current system of redress for citizen-state complaints. Through the lens of legal consciousness scholarship we propose a framework that conceptualizes the collectivized protest of the ombuds watchers. Based on an empirical dataset, our analysis shows that the ombuds watchers meet each of the defining characteristics of dissenting collectivism and demonstrates the existence of forms of legal consciousness which present ‘opportunities to build alternative imaginaries and institutions’. Our case study provides an insight into the potential for dissenting collectives to challenge the hegemonic structures of state law, while at the same time emphasising the continuing power of legal ideology in shaping popular understandings of justice. The article also suggests a pathway for future empirical research into user experiences of justice systems.
  • Creutzfeldt, 'A voice for change? The trust relationships between ombudsmen, individuals and public service providers’ ' (2016) Journal of social welfare and family law
    DOI: DOI: 10.1080/09649069.2016.1239371.
    There has been a debate for years about what the role of the ombudsman is. This article examines a key component of the role, to promote trust in public services and government. To be able to do this, however, an ombudsman needs to be perceived as legitimate and be trusted by a range of stakeholders, including the user. This article argues that three key relationships in a person’s complaint journey can build trust in an institution, and must therefore be understood as a system. The restorative justice framework is adapted to conceptualize this trust model as a novel approach to understanding the ombudsman institution from the perspective of its users. Taking two public sector ombudsmen as examples, the paper finds that voice and trust need to be reinforced through the relationships in a consumer journey to manage individual expectations, prevent disengagement, and thereby promote trust in the institution, in public service providers, and in government.
  • Creutzfeldt and Berlin, 'ADR in aviation: European and national perspectives ' (2016) Civil Justice Quarterly
  • Creutzfeldt, 'Book Review:Regulating Dispute Resolution. ADR and Access to Justice at the Crossroads. ' (2016) 1/2016 The Rabel Journal of Comparative and International Private Law Heft [Review]
  • Creutzfeldt, 'Implementation of the consumer ADR directive' (2016) Volume 1 JOURNAL OF EUROPEAN CONSUMER AND MARKET LAW
  • Creutzfeldt, 'Introduction to Alternative Dispute Resolution (ADR) for Consumers in Europe' in Cauffman, Schmits (ed), The citizen in European Private Law: Norm-setting, Enforcement and Choice (Intersentia 2016)
  • Creutzfeldt, 'Ombudsmen schemes' in Cortes, Pablo (ed), The transformation of consumer dispute resolution in the European Union: A renewed approach to consumer protection (OUP 2016)
  • Creutzfeldt, 'Vertrauen in außergerichtliche Streitbeilegung' (2016) 1/2016 Zeitschrift für Konfliktmanagement (ZKM)
  • Creutzfeldt, 'What do we expect of ombudsmen?' (2016) International Journal of Law in Context
  • Creutzfeldt and Ben Bradford, '‘Dispute resolution outside of courts: procedural justice and decision acceptance among users of ombuds services in the UK’' (2016) 50 Law and Society Review 985
    Attitudes towards legal authorities based on theories of procedural justice have been explored extensively in the criminal and civil justice systems. This has provided considerable empirical evidence concerning the importance of trust and legitimacy in generating cooperation, compliance and decision acceptance. However, not enough attention has been paid to attitudes towards institutions of informal dispute resolution. This paper asks whether the theory of procedural justice applies to the alternative dispute resolution (ADR) context, focusing on ombuds services. What are the predictors of perceptions of procedural justice during the process of dealing with an ombuds, and what factors shape outcome acceptance? These questions are analyzed using a sample of recent ombuds users. The results indicate that outcome favorability is highly correlated with perceived procedural justice, and both predict decision acceptance.
  • Creutzfeldt and Hodges, 'Parallel tracks in mass litigation: public and private responses to the Buncefield explosion in England’ ' in Hensler & Tzankova (ed), (Edward Elgar 2015)
  • Hodges and Creutzfeldt, 'Transformations in Public and Private Enforcement' in Hans-W. Mickitz & Andrea Wechsler (ed), The Transformation of Enforcement: European Economic Law in Global Perspective (Hart 2015)
  • Creutzfeldt, 'Alternative Dispute Resolution for Consumers' in Stürner, Gascón and Caponi (eds), 'The Role of Consumer ADR in the Administration of Justice - New Trends in Access to Justice under EU Directive 2013/11' (sellier 2014)
  • Creutzfeldt, 'Ausblick nach Europa: Beispiele aus den Mitgleidstaaten' (2014) 45 Verbraucherpolitik Option Schlichtung – Eine neue Kultur der Konfliktloesung
  • Creutzfeldt and Hodges, 'Consumer Dispute Resolution (CDR) in Europe ' (2014) Nederlands-Vlaams Tijdschrift voor Mediation en Conflictmanagement
  • Creutzfeldt, 'How important is procedural justice for Consumer Dispute Resolution? A case study of an ombudsman model for European Consumers' (2014) 37 Journal of Consumer Policy
  • Creutzfeldt and Chakraborty, 'Reconciling inconsistencies in regulation throughout the EU for a risk-based approach towards industry governance: A closer look' in Raadschelders, Graham, Bohme (ed), Public Administration and the Modern State: Assessing trends and impact (Palgrave Macmillan 2014)
  • Creutzfeldt, 'The evolution and origins of consumer dispute resolution systems in Europe' in Hodges & Stadler (ed), Resolving Mass Disputes: ADR and Settlement of Mass Claims (Edward Elgar 2013)