| Summary/Abstract |
The ombudsman institution, in both the public and private sectors, is increasingly identified with the ethos of consumerism and the protection of consumer rights. The current trend is exemplified and reinforced by the EU ADR Directive and by the government response to a recent inquiry into complaints conducted by the Public Administration Select Committee. This article argues that the dominant consumerist ethos diminishes the ability of the ombudsman institution to fulfil its potential. If the ombudsman institution, in particular as manifest in the office of the UK Parliamentary Ombudsman, is to serve the public interest, it must instead promote human rights principles and constitutional morality, adopt a process that is marked by public reasoning and participation and seek by a whole-system approach to realise a vision that is integrated and truly democratic.
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