Understanding Consumer Disputes (Ep.02) - CEDR Foundation Thought Leadership Series

Episode 2: The Journey of Consumer ADR


Frederick Way, Head of CEDR Foundation speaks
with John Munton, Director of Dispute Resolution
Services at CEDR, and Tom Earley, Principal
Adjudicator at CEDR.


Dispute Resolution in Consumer Law is a vast and developing
field.  The CEDR Foundation thought leadership series
‘Understanding Consumer Disputes’ aims to
explore the developing landscape to understand the latest trends
and best practice.  The series will look with experts at
topics about the complaints themselves, how to build consumer
trust, accessibility and vulnerability and the law.


In Episode 2 The Journey of Consumer
ADR, consumer experts John Munton and
Tom Earley discuss with Frederick Way their experiences of
building a consumer dispute resolution department and the lessons
learnt along the way.  This episode focuses on how consumer
alternative dispute resolution schemes are developed, the
considerations that industries need to give when setting up a
consumer scheme and the practicalities of running consumer
schemes dealing with hundreds of thousands of cases a year.


This podcast series is part of CEDR’s not-for-profit Foundation
activity which undertakes cutting edge alternative dispute
resolution research and innovation as well as addressing key
issues facing wider society.