Consumer ADR in Europe:
Gespeichert in:
| Beteiligte Personen: | , , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Oxford
Hart [u.a.]
2012
|
| Schriftenreihe: | Civil justice systems
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024655762&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XXXV, 479 S. graph. Darst. |
| ISBN: | 9781849463485 9783832972608 |
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Datensatz im Suchindex
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|---|---|
| adam_text |
SUMMARY CONTENTS
Detailed Contents
List of Tables and Figures
Contributors
Interviewees
Abbreviations
ix
xv
xix
xxi
xxv
Introduction
Christopher Hodges, Iris
Benöhr,
Naomi Creutzfeldt-Banda
Consumer ADR at
EU
Level
1.
Alternative Dispute Resolution Iris
Benöhr
for Consumers in the
EU
Consumer ADR in Selected Member States
XXIX
2.
Belgium
3.
France
4.
Germany
5.
Lithuania
6.
The Netherlands
7.
Poland
8.
Slovenia
9.
Spain
10.
Sweden
11.
The United Kingdom
12.
Best Practice in Customer Care
in the UK
13.
Cross-border Consumer ADR
Findings
14.
Empirical Findings
15.
Findings and Conclusions
Stefaan
Voet
Christopher Hodges, Iris
Benöhr,
Naomi
Creutzfeldt-Banda
Iris
Benöhr,
Christopher Hodges, Naomi
Creutzfeldt-Banda
Christopher Hodges
Franziska
Weber, Christopher Hodges
Magdalena Tulibacka
Aleš Galič
and Christopher Hodges
Iris
Benöhr, Franziska
Weber
Franziska
Weber, Christopher Hodges,
Naomi Creutzfeldt-Banda
Naomi Creutzfeldt-Banda, Christopher
Hodges, Iris
Benöhr
Christopher Hodges
Christopher Hodges, Naomi Creutzfeldt-
Banda, Iris
Benöhr
Naomi Creutzfeldt-Banda
Christopher Hodges, Iris
Benöhr,
Naomi
Creutzfeldt-Banda
25
37
73
117
129
167
197
209
229
253
339
355
367
389
viii
Consumer
ADR
at EU
level
Appendices
1.
Commission
Recommendation of
30
March
1998
on the principles applicable
455
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-of-
463
court bodies involved in the consensual resolution of consumer disputes
(2001/310/EC)
3.
European Code of Conduct for Mediators
471
4.
French Charter of Consumer Mediation
475
DETAILED CONTENTS
Summary Contents
vii
List of Tables and Figures
xv
Contributors
xix
Interviewees
xxi
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
Methodology
xxxiv
Consumer ADR at
EU
level
1.
Alternative Dispute Resolution in the
EU
1
Introduction
1
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 Commissions Proposals on Consumer ADR and
ODR
20
Conclusions
23
Consumer ADR in Selected Member States
2.
Belgium
25
The New
FPS
Economy and its Mediation Task
25
Creation of Belmed
26
Information
27
Online Application
29
CADR Agencies
34
3.
France
37
Overview
37
χ
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
Banking
46
Insurance
51
Energy
56
Transport
62
Electronic Communications
65
Internet
68
Doctors
69
Evaluation
70
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
Doctors
94
Transport
96
Online Travel
99
Financial Services
100
Telecoms
108
Lawyers
112
The Failed 'Ombudsman.de' Scheme
113
Energy
114
Conclusions
115
5.
Lithuania
117
Overview
117
Courts
117
Public Sector Ombudsman
121
Integrated Regulatory and ADR System
121
Conclusion
128
6.
The Netherlands
129
Summary
129
National Culture of Negotiated Settlement
130
The Geschillencommissie Structure
135
ANVR: Travel Sector
149
Thuiswinkel: Web Traders
152
Financial Services: KiFid
153
Discussion
159
Overall
164
List of Chapters and Headings
xi
7.
Poland
167
Introduction
167
Forms of ADR in Poland
168
ADR Bodies
178
Summary and Assessment of Lingering Problems
194
Evaluation
196
8.
Slovenia
197
Mediation in Business Sectors
197
General Consumer Arrangements
199
Courts and ADR
201
Small Claims Procedure in Regular Courts
204
Evaluation
206
9.
Spain
209
Introduction
209
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
Introduction
229
The Policy of Prioritising Consumer Advice
229
Private Sector ADR
231
The National Board for Consumer Disputes
239
Courts
246
The Consumer Agency
248
Group Claims
249
Cross-border Claims
250
Evaluation
251
11.
The United Kingdom
253
Introduction
253
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
Pensions
284
The Legal Ombudsman
289
Telecoms
291
Energy
307
General Consumer Trading Sectors: Resolution of Disputes under Codes of Business
312
xii
List of Chapters and Headings
Motor Codes
320
Travel Disputes: The ABTA Code and Schemes
328
Estate Agents
334
Evaluation
338
12.
Best Practice in Customer Care in the UK
339
Introduction
339
Boots
341
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
ODR
358
ODR
for Domain Names
360
EU
ODR
364
UNCITRAL
365
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
WIPO
384
Cost per Inquiry
384
Duration
385
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
Coverage
390
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
Ombudsmen
401
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
Compliance
417
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
Accessibility
437
Language
438
Access Cost
439
Efficiency
439
Independence and Impartiality
440
Transparency
445
Factors Affecting Cost, Efficiency and Incidence
446
Conclusions
448
A Model for a National Consumer ADR Architecture
449
Appendices
1.
Commission Recommendation of
30
March
1998
on the principles applicable
455
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-of-
463
court bodies involved in the consensual resolution of consumer disputes
(2001/310/EC)
3.
European Code of Conduct for Mediators
471
4.
French Charter of Consumer Mediation
475 |
| any_adam_object | 1 |
| author | Hodges, Christopher J. S. 1954- Benöhr, Iris Creutzfeldt, Naomi 1974- |
| author_GND | (DE-588)13058066X (DE-588)1023879514 (DE-588)140351663 |
| author_facet | Hodges, Christopher J. S. 1954- Benöhr, Iris Creutzfeldt, Naomi 1974- |
| author_role | aut aut aut |
| author_sort | Hodges, Christopher J. S. 1954- |
| author_variant | c j s h cjs cjsh i b ib n c nc |
| building | Verbundindex |
| bvnumber | BV039795189 |
| classification_rvk | PS 3730 PS 3740 |
| ctrlnum | (OCoLC)775080604 (DE-599)DNB1018062335 |
| dewey-full | 347.2409 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 347 - Procedure and courts |
| dewey-raw | 347.2409 |
| dewey-search | 347.2409 |
| dewey-sort | 3347.2409 |
| dewey-tens | 340 - Law |
| discipline | Rechtswissenschaft |
| format | Book |
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| indexdate | 2025-01-11T16:45:56Z |
| institution | BVB |
| isbn | 9781849463485 9783832972608 |
| language | English |
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| open_access_boolean | |
| owner | DE-739 DE-M382 DE-11 DE-355 DE-BY-UBR DE-188 DE-19 DE-BY-UBM DE-526 DE-703 DE-20 DE-29 |
| owner_facet | DE-739 DE-M382 DE-11 DE-355 DE-BY-UBR DE-188 DE-19 DE-BY-UBM DE-526 DE-703 DE-20 DE-29 |
| physical | XXXV, 479 S. graph. Darst. |
| publishDate | 2012 |
| publishDateSearch | 2012 |
| publishDateSort | 2012 |
| publisher | Hart [u.a.] |
| record_format | marc |
| series2 | Civil justice systems |
| spelling | Hodges, Christopher J. S. 1954- Verfasser (DE-588)13058066X aut Consumer ADR in Europe Christopher J. S. Hodges ; Iris Benöhr ; Naomi Creutzfeldt-Banda Oxford Hart [u.a.] 2012 XXXV, 479 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Civil justice systems Europäische Union (DE-588)5098525-5 gnd rswk-swf Rechtsvergleich (DE-588)4115712-6 gnd rswk-swf Verbraucherschutz (DE-588)4117338-7 gnd rswk-swf Mitgliedsstaaten (DE-588)4170174-4 gnd rswk-swf Beilegung (DE-588)4284136-7 gnd rswk-swf Rechtsstreit (DE-588)4139832-4 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Europäische Union (DE-588)5098525-5 b Mitgliedsstaaten (DE-588)4170174-4 s Verbraucherschutz (DE-588)4117338-7 s Rechtsstreit (DE-588)4139832-4 s Beilegung (DE-588)4284136-7 s DE-604 Rechtsvergleich (DE-588)4115712-6 s b DE-604 Benöhr, Iris Verfasser (DE-588)1023879514 aut Creutzfeldt, Naomi 1974- Verfasser (DE-588)140351663 aut Digitalisierung UB Passau application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024655762&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hodges, Christopher J. S. 1954- Benöhr, Iris Creutzfeldt, Naomi 1974- Consumer ADR in Europe Europäische Union (DE-588)5098525-5 gnd Rechtsvergleich (DE-588)4115712-6 gnd Verbraucherschutz (DE-588)4117338-7 gnd Mitgliedsstaaten (DE-588)4170174-4 gnd Beilegung (DE-588)4284136-7 gnd Rechtsstreit (DE-588)4139832-4 gnd |
| subject_GND | (DE-588)5098525-5 (DE-588)4115712-6 (DE-588)4117338-7 (DE-588)4170174-4 (DE-588)4284136-7 (DE-588)4139832-4 (DE-588)4143413-4 |
| title | Consumer ADR in Europe |
| title_auth | Consumer ADR in Europe |
| title_exact_search | Consumer ADR in Europe |
| title_full | Consumer ADR in Europe Christopher J. S. Hodges ; Iris Benöhr ; Naomi Creutzfeldt-Banda |
| title_fullStr | Consumer ADR in Europe Christopher J. S. Hodges ; Iris Benöhr ; Naomi Creutzfeldt-Banda |
| title_full_unstemmed | Consumer ADR in Europe Christopher J. S. Hodges ; Iris Benöhr ; Naomi Creutzfeldt-Banda |
| title_short | Consumer ADR in Europe |
| title_sort | consumer adr in europe |
| topic | Europäische Union (DE-588)5098525-5 gnd Rechtsvergleich (DE-588)4115712-6 gnd Verbraucherschutz (DE-588)4117338-7 gnd Mitgliedsstaaten (DE-588)4170174-4 gnd Beilegung (DE-588)4284136-7 gnd Rechtsstreit (DE-588)4139832-4 gnd |
| topic_facet | Europäische Union Rechtsvergleich Verbraucherschutz Mitgliedsstaaten Beilegung Rechtsstreit Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024655762&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT hodgeschristopherjs consumeradrineurope AT benohriris consumeradrineurope AT creutzfeldtnaomi consumeradrineurope |