Dr Naomi Creutzfeldt

Senior Lecturer

+44 20 7911 5000 ext 69826
4-12 Little Titchfield Street London W1W 7BY

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Westminster Law School | Department

Before joining Westminster, I worked at the Centre for Socio-Legal Studies (University of Oxford) for six years. I focused there mainly on consumer ADR in Europe and my ESRC FRL project ‘trusting the middle-man: impact and legitimacy of ombudsmen’ (http://www.law.ox.ac.uk/projects/Ombudsmen (2013 -2016).

 I have a particular interested in the decision-making procedures in the administrative and civil justice systems. My research activities take me across Europe, engaging with ombudsmen and other stakeholders, talking at academic conferences and planning knowledge-exchange workshops. My interests in ombuds, as pathways of informal dispute resolution, have a broader scope, addressing questions of access to justice and consumer protection.

Our (with Chris Gill) current ESRC research project is looking at questions of access to justice for consumers in the energy sector with a focus on vulnerability and energy poverty: https://esrcjustenergy.wordpress.com.

I am very interested in socio legal research methods and training. Besides teaching socio legal research theory and methods I am currently co-editing (with Marc Mason and Kirsten McConnachie) a book: Routledge Handbook on Socio-Legal Theory and Methods (forthcoming Routledge 2019).

I am a member of the Law and Society Association (USA), the Socio-Legal Studies Association (UK) and an individual associate member of the Ombudsman Association. I am also a member of the executive committee of the SLSA, and a Fellow of Wolfson College (Oxford). I am an ADR group Accredited Civil & Commercial Mediator, and a member of the ESRC Peer Review College. I have been invited to co-chair the academic panel of the new Administrative Justice Council.

Dr Naomi Creutzfeldt PhD (Georg-August Universitaet Goettingen), MPCM & BA (University of Southern Queensland, Australia); Member of the common room of Wolfson College (University of Oxford).

 

 

- on the LLB: Public Law

- on the LLM in International and Commercial Dispute Resolution & MA in Conflict Prevention, Dispute Resolution: comparative law (module leader), dispute resolution, dissertation module 

My research interests include :

Civil and administrative justice systems and access to justice

Alternative Dispute Resolution (ADR)

Dispute resolution/ behaviour

EU law and regulation

Socio-legal methods

Risk regulation and risk communication

Media and political communication across cultures

Online activism / social media

Ombudsmen and procedural justice

vulnerable consumers and energy poverty

Awards

ESRC project grant “Access to Justice, Alternative Dispute Resolution (ADR), and consumer vulnerability in the European energy sector” 2017-2020 – with Chris Gill (Glasgow). https://esrcjustenergy.wordpress.com 

Project for the German Ministry of Justice  „Funktionsweise der Allgemeinen Verbraucherschlichtungsstelle“ over 4 years to oversee the use of a residual ADR body  – with Felix Steffek (Cambridge).

 Citizens Advice tender (jointly with QMU): ‘Comparative performance analysis of Alternative Dispute Resolution (ADR) in selected consumer markets in the UK’  (December 2016-February 2017). 

ESRC Future Research Leaders Fellowship Project: Trusting the middle-man: impact and legitimacy of ombudsmen in Europe    (2013 - 2016)

The University of Oxford’s ESRC Impact Acceleration Account (IAA) was awarded to Naomi Creutzfeldt and Chris Gill (Queen Margaret University, Edinburgh) for their project: Critics of the ombudsman system: understanding and engaging online citizen activists (6/1/2015 - 12/31/2015)

Oxford University’s John Fell OUP Research Fund award for a collaborative project on:  Informality and the Media in Consumer Protection in Emerging Economies (with Petra MahyIginio Gagliardone and Nicole Stremlau). https://www.law.ox.ac.uk/research-and-subject-groups/informality-and...   Project Dates:  15/04/2015 - 15/02/2016.

2019

Book Review: Accountability in the EU: The Role of the European Ombudsman, by Herwig Hofmann and Jacques Ziller (eds), (Cheltenham: Edward Elgar Publishing 2017), 304 pp., hardback ISBN 9781785367304. (2019)
Creutzfeldt, N. 2019. Book Review: Accountability in the EU: The Role of the European Ombudsman, by Herwig Hofmann and Jacques Ziller (eds), (Cheltenham: Edward Elgar Publishing 2017), 304 pp., hardback ISBN 9781785367304. Public Law.

2018

Procedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom (2018)
Creutzfeldt, N. and Bradford, B. 2018. Procedural justice in Alternative Dispute Resolution: Fairness judgments among users of Financial Ombudsman services in Germany and the United Kingdom. Journal of European Consumer and Market Law (EuCML) .
The ‘Ombuds Watchers’: Collective Dissent and Legal Protest Among Users of Public Services Ombuds (2018)
Gill, C. and Creutzfeldt, N. 2018. The ‘Ombuds Watchers’: Collective Dissent and Legal Protest Among Users of Public Services Ombuds . Social and Legal Studies. 27 (3), pp. 367-388.

2016

A voice for change? Trust relationships between ombudsmen, individuals and public service providers (2016)
Creutzfeldt, N. 2016. A voice for change? Trust relationships between ombudsmen, individuals and public service providers. Journal of Social Welfare and Family Law. 38 (4), pp. 460-479.
Dispute resolution outside of courts: procedural justice and decision acceptance among users of ombuds services in the UK (2016)
Creutzfeldt, N. and Bradford, B. 2016. Dispute resolution outside of courts: procedural justice and decision acceptance among users of ombuds services in the UK. Law and Society Review. 50 (4), pp. 985-1016.
What do we expect from an ombudsman? Narratives of everyday engagement with the informal justice system in Germany and the UK (2016)
Creutzfeldt, N. 2016. What do we expect from an ombudsman? Narratives of everyday engagement with the informal justice system in Germany and the UK. International Journal of Law in Context. 12 (4), pp. 437-452.
Introduction: Exploring the Comparative in Socio-Legal Studies (2016)
Creutzfeldt, N., Kubal, A. and Pirie, F. 2016. Introduction: Exploring the Comparative in Socio-Legal Studies. International Journal of Law in Context. 12 (4), pp. 377-389.
Book review: Regulating Dispute Resolution. ADR and Access to Justice at the Crossroads. Felix Steffek and Hannes Unberath (eds) in coop. with Hazel Genn, Reinhard Greger and Carrie Menkel-Meadow. Oxford & Portland, Ore: Hart 2013 (2016)
Creutzfeldt, N. 2016. Book review: Regulating Dispute Resolution. ADR and Access to Justice at the Crossroads. Felix Steffek and Hannes Unberath (eds) in coop. with Hazel Genn, Reinhard Greger and Carrie Menkel-Meadow. Oxford & Portland, Ore: Hart 2013. Rabels Zeitschrift für ausländisches und internationales Privatrecht = The Rabel Journal of Comparative and International Private Law . 80 (3), pp. 709-712.
Implementation of the Consumer ADR Directive (2016)
Creutzfeldt, N. 2016. Implementation of the Consumer ADR Directive. Journal of European Consumer and Market Law . 5 (4), pp. 169-175.
Vertrauen in aussergerichtliche Streitbeilegung (2016)
Creutzfeldt, N. 2016. Vertrauen in aussergerichtliche Streitbeilegung. Zeitschrift für Konfliktmanagement. 19 (1), pp. 12-16.
ADR in aviation: European and national perspectives (2016)
Creutzfeldt, N. and Berlin, C. 2016. ADR in aviation: European and national perspectives . Civil Justice Quaterly. 35 (2), pp. 148-161.

2014

How important is procedural justice for Consumer Dispute Resolution? A case study of an ombudsman model for European Consumers (2014)
Creutzfeldt, N. 2014. How important is procedural justice for Consumer Dispute Resolution? A case study of an ombudsman model for European Consumers. Journal of Consumer Policy. 37 (4), pp. 527-546.
Consumer Dispute Resolution (CDR) in Europe (2014)
Creutzfeldt, N. and Hodges, C. 2014. Consumer Dispute Resolution (CDR) in Europe. Nederlands-Vlaams Tijdschrift voor Mediation en Conflictmanagement. 2, pp. 29-43.
Ausblick nach Europa: Beispiele aus den Mitgleidstaaten, in Option Schlichtung – Eine neue Kultur der Konfliktlösung (2014)
Creutzfeldt, N. 2014. Ausblick nach Europa: Beispiele aus den Mitgleidstaaten, in Option Schlichtung – Eine neue Kultur der Konfliktlösung. Schriftenreihe Verbraucherrecht, Verbraucherpolitik. 45, pp. 19-27.

2012

Consumer–to–business dispute resolution: the power of CADR (2012)
Creutzfeldt, N., Hodges, C. and Benoehr, I. 2012. Consumer–to–business dispute resolution: the power of CADR. ERA Forum Journal of the Academy of European Law . 13 (2), pp. 199-225.
Verbraucher-ADR in Europa wird gestärkt (2012)
Creutzfeldt, N. and Berlin, C. 2012. Verbraucher-ADR in Europa wird gestärkt . Zeitschrift für Konfliktmanagement . 15 (2), pp. 57-60.

2011

Initial Phase Crisis Communications following high perceived risk events: The volcanic ash crisis and the Japanese tsunami as examples (2011)
Chakraborty, S. and Creutzfeldt, N. 2011. Initial Phase Crisis Communications following high perceived risk events: The volcanic ash crisis and the Japanese tsunami as examples . European Journal of Risk Regulation . 2 (2), pp. 265-267.
2010 Meltdown – Airport Closure Risk Communications in London and NYC (2011)
Creutzfeldt, N. and Chakraborty, S. 2011. 2010 Meltdown – Airport Closure Risk Communications in London and NYC . European Journal of Risk Regulation. 2 (1), pp. 108-110.

2010

Implications of the Risk Communication Guidelines for the European Union (2010)
Creutzfeldt, N. and Chakraborty, S. 2010. Implications of the Risk Communication Guidelines for the European Union. European Journal of Risk Regulation. 1 (4), p. 435.

2018

Ombudsmen and ADR: a comparative study of informal justice in Europe (2018)
Creutzfeldt, N. 2018. Ombudsmen and ADR: a comparative study of informal justice in Europe. Palgrave Macmillan.

2012

Consumer ADR in Europe (2012)
Hodges, C., Benoehr, I. and Creutzfeldt, N. 2012. Consumer ADR in Europe. Oxford Hart.

2009

Does Turkey belong to Europe? A comparative analysis of the public debate in the media in Germany, France and the UK concerning Turkey's accession to the EU, from 1999 to 2005 (2009)
Creutzfeldt, N. 2009. Does Turkey belong to Europe? A comparative analysis of the public debate in the media in Germany, France and the UK concerning Turkey's accession to the EU, from 1999 to 2005. Goettingen, Germany Cuvillier Verlag.

2018

How Do Complainants Experience the Ombuds Procedure? Detecting cultural patterns of disputing behavior: A comparative analysis of users that complain about financial services (2018)
Creutzfeldt, N. and Bradford, B. 2018. How Do Complainants Experience the Ombuds Procedure? Detecting cultural patterns of disputing behavior: A comparative analysis of users that complain about financial services . in: Hertogh, M. and Kirkham, R. (ed.) Research Handbook on the Ombudsman Edward Elgar.
The role of ombuds - a comparative perspective (2018)
Creutzfeldt, N. 2018. The role of ombuds - a comparative perspective. in: Research Handbook in Comparative Law: Comparative Dispute Resolution Edward Elgar.

2016

Parallel tracks in mass litigation: public and private responses to the Buncefield explosion in England (2016)
Creutzfeldt, N. and Hodges, C. 2016. Parallel tracks in mass litigation: public and private responses to the Buncefield explosion in England . in: Hensler, D., Hodges, C. and Tzankova, I. (ed.) Class Actions in Context: How Economics, Politics and Culture Shape Collective Litigation Edward Elgar. pp. 320-341
Transformations in Public and Private Enforcement (2016)
Hodges, C. and Creutzfeldt, N. 2016. Transformations in Public and Private Enforcement. in: Micklitz, H.W. and Wechsler, A. (ed.) The Transformation of Enforcement: European Economic Law in Global Perspective Oxford Hart. pp. 115-133
Ombudsman Schemes: Energy Sector in Germany, France, and the UK (2016)
Creutzfeldt, N. 2016. Ombudsman Schemes: Energy Sector in Germany, France, and the UK. in: Cortes, P. (ed.) The New Regulatory Framework for Consumer Dispute Resolution Oxford Oxford University Press.
An Introduction to Alternative Dispute Resolution (ADR) for Consumers in Europe (2016)
Creutzfeldt, N. 2016. An Introduction to Alternative Dispute Resolution (ADR) for Consumers in Europe . in: Cauffman, C. and Smits, J. (ed.) The Citizen in European Private Law: Norm-setting, Enforcement and Choice Cambridge Intersentia. pp. 141-151

2014

Reconciling inconsistencies in regulation throughout the EU for a risk-based approach towards industry governance: A closer look at Germany (2014)
Creutzfeldt, N. and Chakraborty, S. 2014. Reconciling inconsistencies in regulation throughout the EU for a risk-based approach towards industry governance: A closer look at Germany. in: Raadschelders, J., Graham, J. and Bohme, E. (ed.) Public Administration and the Modern State: Assessing trends and impact Palgrave Macmillan. pp. 63-74
Alternative Dispute Resolution for Consumers (2014)
Creutzfeldt, N. 2014. Alternative Dispute Resolution for Consumers. in: Stürner, M., Gascón Inchausti, F. and Caponi, R. (ed.) The Role of Consumer ADR in the Administration of Justice - New Trends in Access to Justice under EU Directive 2013/11 Munich Sellier. pp. 3-10

2013

The origins and evolution of consumer dispute resolution systems in Europe (2013)
Creutzfeldt, N. 2013. The origins and evolution of consumer dispute resolution systems in Europe. in: Hodges, C. and Stadler, A. (ed.) Resolving Mass Disputes: ADR and Settlement of Mass Claims Cheltenham Edward Elgar. pp. 223-245

2017

Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses (2017)
Gill, C., Creutzfeldt, N., Williams, J., O'Neill, S. and Vivian. N. 2017. Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses. London National Association of Citizens Advice Bureau.

2016

Consumer protection in Turkey: law, informality and the role of the media. Monash University, Workplace and Corporate Law Research Group, Working Paper No. 21 (2016)
Creutzfeldt, N., Mahy, P., Kazaz, J., Caliskan, E. and Lu, Y.Y. 2016. Consumer protection in Turkey: law, informality and the role of the media. Monash University, Workplace and Corporate Law Research Group, Working Paper No. 21. Monash University.
ADR and Justice in consumer disputes in the EU (2016)
Hodges, C., Creutzfeldt, N., Steffek, F. and Verhage, E. 2016. ADR and Justice in consumer disputes in the EU. Oxford The Foundation for Law, Justice and Society.
Trusting the middle-man: Impact and legitimacy of ombudsmen in Europe (2016)
Creutzfeldt, N. 2016. Trusting the middle-man: Impact and legitimacy of ombudsmen in Europe. Westminster Law School, University of Westminster.
ESRC Project Reports: Trusting the Middle-Man: Impact and Legitimacy of Ombudsmen in Europe (2016)
Creutzfeldt, N. 2016. ESRC Project Reports: Trusting the Middle-Man: Impact and Legitimacy of Ombudsmen in Europe. University of Oxford.

2015

Independent Ombudsmen and ADR providers: building bridges in the energy market was prepared for NEON (2015)
Creutzfeldt, N. 2015. Independent Ombudsmen and ADR providers: building bridges in the energy market was prepared for NEON . National Energy Ombudsman Network.

2014

The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK (policy brief from ombudsmen workshop in Oxford 2014) (2014)
Creutzfeldt, N. and Gill, C. 2014. The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK (policy brief from ombudsmen workshop in Oxford 2014). The Foundation for Law, Justice and Society.
Reforming the EU Consumer ADR Landscape: Implementation and its Issues (policy brief from 2014 ADR conference in Oxford) (2014)
Hodges, C., Creutzfeldt, N. and MacLeod, S. 2014. Reforming the EU Consumer ADR Landscape: Implementation and its Issues (policy brief from 2014 ADR conference in Oxford) . The Foundation for Law, Justice and Society.

2013

Implementing the consumer ADR directive (policy brief 2013 ADR conference in Oxford) (2013)
Hodges, C. and Creutzfeldt, N. 2013. Implementing the consumer ADR directive (policy brief 2013 ADR conference in Oxford) . The Foundation for Law, Justice and Society.

2012

Consumer-to-Business ADR Structures: Harnessing the Power of CADR for Dispute Resolution and Regulating Market Behaviour (policy brief 2012 consumer ADR conference in Oxford) (2012)
Hodges, C., Bencher, I., Creutzfeldt, N. and Benöhr, I. 2012. Consumer-to-Business ADR Structures: Harnessing the Power of CADR for Dispute Resolution and Regulating Market Behaviour (policy brief 2012 consumer ADR conference in Oxford) . The Foundation for Law, Justice and Society.

2011

The Hidden World of Consumer ADR: Redress and Behaviour (report on ADR conference in Oxford 2011) (2011)
Hodges, C., Creutzfeldt, N. and Benöhr, I. 2011. The Hidden World of Consumer ADR: Redress and Behaviour (report on ADR conference in Oxford 2011) . The Foundation for Law, Justice and Society.

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