Ombudsmen at the Crossroads

Chapter 2 Professional Context and Regulatory Background: “Fat Cats” and Frustrated “Consumers”

Chapter 3 The LSO, Market Forces and the Challenge to Professional Self-Regulation in the 1980s

Chapter 4 The LSO in Practice 1991–1997: Democratic Accountability and the “Creaking System”

Chapter 5 The LSO in Practice 1998–2002: Consumer Dispute Resolution and “The Regulatory Maze”

Chapter 6 The LSO in Practice 2003–2010: “Putting Consumers First”

Chapter 7 Conclusion: The Ombuds as “Third Way”