A voice for change? Trust relationships between ombudsmen, individuals and public service providers

There has been a debate for years about what the role of the ombudsman is. This article examines a key component of the role, to promote trust in public services and government. To be able to do this, however, an ombudsman needs to be perceived as legitimate and be trusted by a range of stakeholders, including the user. This article argues that three key relationships in a person’s complaint journey can build trust in an institution, and must therefore be understood as a system. The restorative justice framework is adapted to conceptualize this trust model as a novel approach to understanding the institution from the perspective of its users. Taking two public sector ombudsmen as examples, the article finds that voice and trust need to be reinforced through the relationships in a consumer journey to manage individual expectations, prevent disengagement, and thereby promote trust in the institution, in public service providers, and in government.

Britain and the threat to stability in Europe 1918-45

After the horrors of the First World War a dialogue began between European statesmen seeking some form of European integration as a way of achieving lasting peace. During the inter-war period this idea started to attract support in Britain even though Britain's strategic and economic interests remained focused outside Europe. This book explores Britain's relations with the continent between 1918 and 1945, focussing on diplomatic and military responses to the major crises and examining attitudes to the idea of Europe in the broader context of relations with the Empire, Commonwealth and the USA.