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This book argues there is urgent need for a radical reassessment of the way the law mediates between citizens and the state. Drawing on public inquiries into high-profile cases, this book examines how the regulation of street-level bureaucracy can play an integral part in reimagining postliberal politics and the role of the law.

Justice, Administration of --- Law --- Political aspects. --- Social aspects.

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 ‘This insightful study shines a critical spotlight on the evolution of the ombud, that well-studied but little-understood creature. Using legal services regulation as a case study, the authors trace the shift from democratic accountability to consumer empowerment evident in the set-up of ombuds today. In doing so, they not only expose the impoverishment brought about by this new dispute resolution focus but consider what’s at risk to society and our administrative justice system. This is a sobering reminder of the need to retain the collective memory of the history and purpose of the ombud institution, which is otherwise in danger of being lost.’ – Margaret Doyle, Senior Research Officer, UKAJI, University of Essex, UK ‘This important study locates the story of the Legal Services Ombudsman within the socio-political and professional contexts from which it emerged. By drawing on a range of conceptual insights into the nature of adjudicative law within liberal democracies, it exposes the profound tensions that characterise current dilemmas facing ombuds(man) systems.’  – Kevin Kearns, Barrister and former Senior Lecturer, University of Central Lancashire, UK  ‘Ombudsmen at the Crossroads’ is an excellent review of the staged introduction and development of independent complaint-handling in the legal sector. But this book is also a timely addition to ombudsman studies more generally, reminding us of the different roles that ombudsman schemes can perform.' – Richard Kirkham, Senior Lecturer in Public Law, University of Sheffield, UK This book charts the evolution of the Legal Services Ombudsman for England and Wales. Established in 1990, it had a statutory remit that explicitly recognized its dual responsibility for consumer dispute resolution and democratic accountability. It was replaced in 2010 by a very different type of ombudsman institution. The book describes how the Ombudsman reconciled its different roles and how far it succeeded in changing the mentality of the legal profession. The authors relate the Ombudsman’s successes and failures to current debates facing the ombudsman and regulatory community, and highlight the continuing potential of the ombudsman institution. The ombudsman institution emerges as a ‘third way’ between the courts and various forms of alternative dispute resolution, and as a creative and democratic means of responding to public grievance. Nick O’Brien is an Honorary Research Fellow at Liverpool University, UK. He was formerly Legal Director of the Disability Rights Commission.  Mary Seneviratne is Emeritus Professor of Law, Nottingham Trent University, UK. She was formerly Member of the Administrative Justice and Tribunals Council. She is author of The Legal Profession: Regulation and the Consumer (1999), and Ombudsmen: Public Services and Administrative Justice (2002).                                                                                                                                   .

Political science. --- Political communication. --- Public policy. --- Great Britain --- Public law. --- Political Science and International Relations. --- Public Policy. --- Political Communication. --- British Politics. --- Public Law. --- Politics and government. --- Ombudspersons --- Lawyers --- Discipline. --- Advocates --- Attorneys --- Bar --- Barristers --- Jurists --- Legal profession --- Solicitors --- Legal status, laws, etc. --- Representation in administrative proceedings --- Great Britain-Politics and gover. --- Law --- Political communication --- Political science --- Great Britain—Politics and government. --- Public law .

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 ‘This insightful study shines a critical spotlight on the evolution of the ombud, that well-studied but little-understood creature. Using legal services regulation as a case study, the authors trace the shift from democratic accountability to consumer empowerment evident in the set-up of ombuds today. In doing so, they not only expose the impoverishment brought about by this new dispute resolution focus but consider what’s at risk to society and our administrative justice system. This is a sobering reminder of the need to retain the collective memory of the history and purpose of the ombud institution, which is otherwise in danger of being lost.’ – Margaret Doyle, Senior Research Officer, UKAJI, University of Essex, UK ‘This important study locates the story of the Legal Services Ombudsman within the socio-political and professional contexts from which it emerged. By drawing on a range of conceptual insights into the nature of adjudicative law within liberal democracies, it exposes the profound tensions that characterise current dilemmas facing ombuds(man) systems.’  – Kevin Kearns, Barrister and former Senior Lecturer, University of Central Lancashire, UK  ‘Ombudsmen at the Crossroads’ is an excellent review of the staged introduction and development of independent complaint-handling in the legal sector. But this book is also a timely addition to ombudsman studies more generally, reminding us of the different roles that ombudsman schemes can perform.' – Richard Kirkham, Senior Lecturer in Public Law, University of Sheffield, UK This book charts the evolution of the Legal Services Ombudsman for England and Wales. Established in 1990, it had a statutory remit that explicitly recognized its dual responsibility for consumer dispute resolution and democratic accountability. It was replaced in 2010 by a very different type of ombudsman institution. The book describes how the Ombudsman reconciled its different roles and how far it succeeded in changing the mentality of the legal profession. The authors relate the Ombudsman’s successes and failures to current debates facing the ombudsman and regulatory community, and highlight the continuing potential of the ombudsman institution. The ombudsman institution emerges as a ‘third way’ between the courts and various forms of alternative dispute resolution, and as a creative and democratic means of responding to public grievance. Nick O’Brien is an Honorary Research Fellow at Liverpool University, UK. He was formerly Legal Director of the Disability Rights Commission.  Mary Seneviratne is Emeritus Professor of Law, Nottingham Trent University, UK. She was formerly Member of the Administrative Justice and Tribunals Council. She is author of The Legal Profession: Regulation and the Consumer (1999), and Ombudsmen: Public Services and Administrative Justice (2002).                                                                                                                                   .

Internal politics --- International relations. Foreign policy --- Politics --- Economic policy and planning (general) --- Private law --- Mass communications --- communicatie --- politiek --- burgerlijk recht --- Europese politiek --- binnenlandse politiek --- Great Britain

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“In their beautifully written book, O’Brien and Doyle tell a story of small places – where human rights and administrative justice matter most. A human rights discourse is cleverly intertwined with the debates about the relationship between the citizen and the state and between citizens themselves. O’Brien and Doyle re-imagine administrative justice with the ombud institution at its core. This book is a must read for anyone interested in a democratic vision of human rights deeply embedded within the administrative justice system.” —Naomi Creutzfeldt, University of Westminster, UK This book reconnects everyday justice with social rights. It rediscovers human rights in the 'small places' of housing, education, health and social care, where administrative justice touches the citizen every day, and in doing so it re-imagines administrative justice and expands its democratic reach. The institutions of everyday justice – ombuds, tribunals and mediation – rarely herald their role in human rights frameworks, and never very loudly. For the most part, human rights and administrative justice are ships that pass in the night. Drawing on design theory, the book proposes to remedy this alienation by replacing current orthodoxies, not least that of 'user focus', with more promising design principles of community, network and openness. Thus re-imagined, the future of both administrative justice and social rights is demosprudential, firmly rooted in making response to citizen grievance more democratic and embedding legal change in the broader culture. Margaret Doyle is a Visiting Research Fellow with the UK Administrative Justice Institute, University of Essex, UK, and an independent mediator. Nick O'Brien is an Honorary Research Fellow at Liverpool University, UK. He was formerly Legal Director of the Disability Rights Commission.

Sociology --- Politics --- Economic policy and planning (general) --- Human rights --- Polemology --- mensenrechten --- sociologie --- politiek --- vrede

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