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Consumer ADR in Europe:

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Bibliographic Details
Main Authors:	Hodges, Christopher J. S. 1954- (Author), Benöhr, Iris (Author), Creutzfeldt, Naomi 1974- (Author)
Format:	Book
Language:	English
Published:	Oxford Hart [u.a.] 2012
Series:	Civil justice systems
Subjects:	Europäische Union Rechtsvergleich Verbraucherschutz Mitgliedsstaaten Beilegung Rechtsstreit Aufsatzsammlung
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
Physical Description:	XXXV, 479 S. graph. Darst.
ISBN:	9781849463485 9783832972608

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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
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author	Hodges, Christopher J. S. 1954- Benöhr, Iris Creutzfeldt, Naomi 1974-
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author_facet	Hodges, Christopher J. S. 1954- Benöhr, Iris Creutzfeldt, Naomi 1974-
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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

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