Detailed Contents
Summary Contents
vii
List of Tables and Figuresxv
Contributorsxix
Intervieweesxxi
Abbreviations xxv
Introduction xxix
Consumer ADR
xxix
The Different Meanings of ADR
xxix
The World of CADR
xxx
Policy Decisions
xxxi
The Research Question and Approach
xxxii
Plan of the Book
xxxiii
Methodologyxxxiv
Consumer ADR at EU level
1. Alternative Dispute Resolution in the EU
1
Introduction1
Access to Justice and ADR at the International and Regional Level
2
Historic overview of key ADR Related Actions in the EU
3
Competences of the EU in Civil Justice and Consumer ADR
5
Specific EU Measures Regarding ADR
7
EU Cross-border Networks
13
EU-Wide Complaints Reporting
18
The European Commission’s Proposals on Consumer Adr and Odr20
Conclusions23
Consumer ADR in Selected Member States
2. Belgium
The New FPS Economy and its Mediation Task
Creation of Belmed
Information Online Application
CADR Agencies
25
25
26
27
29
34
3. France
37
Overview37
Hodges Consumer ADR in Europe.indb 9
4/19/12 9:19 AM
x List of Chapters and Headings
The Institutional Landscape for Consumer Issues
38
Consumer Claims and Mediation within the Court System
39
Consumer Complaints Boards
41
Types of Médiateur
43
Banking46
Insurance51
Energy56
Transport62
Electronic Communications
65
Internet68
Doctors69
Evaluation70
4. Germany
73
The National Context
73
Privatised Enforcement of Consumer Law
82
Overview of Consumer ADR Bodies
87
Chambers of Commerce
89
The Insurance Ombudsman
90
Doctors94
Transport96
Online Travel
99
Financial Services
100
Telecoms108
Lawyers112
The Failed ‘Ombudsman.de’ Scheme
113
Energy114
Conclusions115
5. Lithuania
117
Overview117
Courts117
Public Sector Ombudsman
121
Integrated Regulatory and ADR System
121
Conclusion 128
6. The Netherlands
129
Summary129
National Culture of Negotiated Settlement
130
The Geschillencommissie Structure 135
ANVR: Travel Sector
149
Thuiswinkel: Web Traders
152
Financial Services: KiFid
153
Discussion159
Overall164
Hodges Consumer ADR in Europe.indb 10
4/19/12 9:19 AM
List of Chapters and Headings xi
7. Poland
167
Introduction167
Forms of ADR in Poland
168
ADR Bodies
178
Summary and Assessment of Lingering Problems
194
Evaluation196
8. Slovenia
Mediation in Business Sectors
General Consumer Arrangements Courts and ADR
Small Claims Procedure in Regular Courts
Evaluation 197
197
199
201
204
206
9. Spain
209
Introduction209
The Legal Framework and Consumer Claims within the Court System
209
Overview of the ADR System in Spain 212
ADR in Specific Sectors
219
Conclusions 227
10. Sweden
229
Introduction229
The Policy of Prioritising Consumer Advice
229
Private Sector ADR
231
The National Board for Consumer Disputes
239
Courts246
The Consumer Agency
248
Group Claims
249
Cross-border Claims
250
Evaluation251
11. The United Kingdom
253
Introduction253
Courts and Mediation
254
The Wide Culture of ADR
257
Models of Consumer ADR
258
ADR within Consumer Regulation
261
Private Sector ADR Bodies
266
Financial Services
272
Finance & Leasing Association
282
Pensions284
The Legal Ombudsman
289
Telecoms291
Energy307
General Consumer Trading Sectors: Resolution of Disputes under Codes of Business 312
Practice
Hodges Consumer ADR in Europe.indb 11
4/19/12 9:19 AM
xii List of Chapters and Headings
Motor Codes
320
Travel Disputes: The ABTA Code and Schemes
328
Estate Agents
334
Evaluation338
12. Best Practice in Customer Care in the UK
339
Introduction339
Boots341
British Telecom
348
Procter & Gamble
350
13. Cross-border Consumer ADR
355
European Car Rental Conciliation Service
355
SELDIA: The European Direct Selling Association
356
European Energy Ombudsman Group
358
ODR358
ODR for Domain Names
360
EU ODR
364
UNCITRAL365
Findings
14. Empirical Findings
367
Incidence of Claims
368
By Country
369
By Sector
377
Thresholds and Limits
379
Case Fee for Consumers
380
Levels of Loss and Detriment
381
The Cost of Major CADR Schemes
382
WIPO384
Cost per Inquiry
384
Duration385
EU Consumer Complaint Data
386
15. Findings and Conclusions 389
Findings of the State of CADR in the EU
389
The Unique Concept of CADR
389
The Extent of CADR
389
Coverage390
Knowledge of CADR
391
The National Context of CADR schemes
392
The Historical Development of CADR Models and Techniques
394
Market Regulation, Reducing Cost and Maintaining Business Reputation as
395
Drivers for CADR
CADR in the Context of DR
398
Models of CADR
400
Ombudsmen401
Hodges Consumer ADR in Europe.indb 12
4/19/12 9:19 AM
List of Chapters and Headings xiii
CADR with Business Codes of Practice
402
Modes and Techniques of Dispute Resolution in CADR Systems
403
The Sequencing of Dispute Resolution Pathways
405
The First Stage; Direct Contact with Traders
407
Advice, Information and Dispute Resolution
408
CADR and Collective Redress
409
Variations in Effect: Persuasive or Binding?
411
Conceptual issues with CADR 412
The Basis of CADR Decisions: Law and Fairness
412
Should CADR or Courts Decide the Law?
415
Binding and Non-binding Decisions
416
Compliance417
Due Process Issues for CADR
418
The Purpose and Nature of CADR
420
ADR as an Essential Aspect of Regulation and Behaviour Control
422
Capturing and Using Market Information
423
What Criteria Should Apply to CADR?
425
Proposed Essential Requirements and KPIs
426
Architectural Issues
429
Centralised and Sectoral Schemes
429
Maximising Usage: Unified Architecture, Visibility, Consistency and Trust
430
Filling Gaps to Extend Coverage
433
Best Operating Procedures
437
Confidence and Trust
437
Accessibility437
Language438
Access Cost
439
Efficiency439
Independence and Impartiality
440
Transparency445
Factors Affecting Cost, Efficiency and Incidence
446
Conclusions448
A Model for a National Consumer ADR Architecture
449
Appendices
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)
2. Commission Recommendation of 4 April 2001 on the principles for out-ofcourt bodies involved in the consensual resolution of consumer disputes
(2001/310/EC)
3.European Code of Conduct for Mediators
4. French Charter of Consumer Mediation
Hodges Consumer ADR in Europe.indb 13
455
463
471
475
4/19/12 9:19 AM