Understanding Consumer Disputes (Ep.01) - CEDR Foundation Thought Leadership Series

Episode 1:  When Consumers Complain: How consumers
make effective complaints


Frederick Way, Head of CEDR Foundation speaks
with Pablo Cortes, Professor of Law with
expertise in Dispute Resolution and Consumer Law at the
University of Leicester, and Nina Kelley,
Quality Assurance Manager 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 1 When Consumers Complain: How consumers make
effective complaints, Frederick Way, is joined in
conversation by two practitioners in the field of consumer
disputes Professor Pablo Cortes and Nina Kelley. In this episode,
they explore the consumer complaints process and their
relationship with the dispute resolution landscape, the
practicalities of complaining and they look at what the future of
consumer complaints could look like.



Professor Pablo Cortes has a chair in Civil
Justice at Leicester Law School where he teaches and conducts
research in the field of dispute resolution, civil procedure
and consumer law. He regularly acts as an independent
adjudicator or arbitrator for a variety of civil disputes,
including aviation, water, telecommunications,
landlord-and-tenant, and domain names.


Nina Kelley joined CEDR in 2016 and has worked
in the Consumer team and as a Client Advisor on the Commercial
Team.  She is currently the Quality Assurance Manager
heading the team of Quality Assurance Adjudicators at CEDR and
is jointly responsible for over 25,000 consumer cases and
10,000 consumer Adjudications annually.



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.