The Consumer Dispute Resolution Centre is developing as a Centre of Excellence for research, knowledge exchange and accredited training in ombudsman practice, complaint management and consumer affairs. Current research on complaints as drivers for innovation (for Nesta) and the outcome of complaints (for the Care Inspectorate) will break new ground and contribute to the agenda for transformational change in public services.
It builds on earlier consumer research which led to policy change for Postwatch, Citizens Advice Bureau, Trading Standards, the Scottish Consumer Council and the DG for Health and Consumers. This work has resulted in significant change in practice throughout the UK, Ireland and internationally by its direct influence on the development of resources for dispute resolution and improving professional standards.
