Dr Chris Gill

  • Senior Lecturer in Public Law (School of Law)

telephone: 01413304174
email: Chris.Gill@glasgow.ac.uk

Room 532, Stair Building, 5-9 The Square, University of Glasgow, G12 8QQ

Biography

Dr Chris Gill joined the University of Glasgow in 2017 having previously been Director of the Consumer Dispute Resolution Centre at Queen Margaret University, where he held a variety of posts from 2012. Before this, Chris had a career in regulatory and ombudsman services first at the Advertising Standards Authority (2003 – 2006) and then at the office of the Scottish Public Services Ombudsman (2006 – 2012).

Chris has carried out a range of consultancy and research projects for organisations including: the Council of Europe, the Parliamentary and Health Services Ombudsman, the Legal Services Board, the Welsh Language Commissioner, the Legal Ombudsman, Utilities Disputes Ltd, and Citizens Advice. Between 2014 and 2015 Chris was appointed as Independent Assessor by the Board of Ombudsman Services Ltd.

Chris’ research has been funded by ESRC, SSHRC (Canada), and the Nuffield Foundation. Chris is a socio-legal scholar focusing on administrative justice and access to justice. He is currently researching public service complaint systems and parliamentary casework. Chris is working with colleagues to communicate research findings in these areas to interested stakeholders and more information can be found at www.complaintresolution.co.uk.

Research interests

Chris is a socio-legal scholar primarily interested in administrative justice and access to justice. His current areas of interest mainly relate to public service complaints systems and parliamentary casework.

Publications

List by: Type | Date

Jump to: 2022 | 2021 | 2020 | 2019 | 2018 | 2017 | 2016 | 2014 | 2013 | 2012 | 2011
Number of items: 36.

2022

Williams, J., Gill, C. and Hirst, C. (2022) Towards therapeutic complaint resolution. In: Groves, M. and Stuhmcke, A. (eds.) The Ombudsman in the Modern State. Hart Publishing. ISBN 9781509943241

Gill, C. and O'Neill, S. (2022) Complaints to the Financial Ombudsman Service About Legal Expenses Insurance. Project Report. Legal Services Board.

2021

Creutzfeldt, N., Gill, C., Cornelis, M. and McPherson, R. (2021) Access to Justice for Vulnerable and Energy-Poor Consumers: Just Energy? Hart Publishing. ISBN 9781509939435

Williams, J., Gill, C. and McBurnie, G. (2021) 'It’s the most ethical job I have ever had': complaint handling and fair decision making in the financial industry. International Journal of Business Governance and Ethics, 15(4), pp. 357-375. (doi: 10.1504/IJBGE.2021.10035729)

2020

Gill, C. (2020) The Scottish Parliament's casework service: understanding the hidden work of MSPs. Project Report. Scottish Parliament.

Gill, C., Mullen, T. and Vivian, N. (2020) The managerial ombudsman. Modern Law Review, 83(4), pp. 797-830. (doi: 10.1111/1468-2230.12523)

Williams, J., Gill, C., Creutzfeldt, N. and Vivian, N. (2020) Participation as a framework for analysing consumers’ experiences of alternative dispute resolution (ADR). Journal of Law and Society, 47(2), pp. 271-297. (doi: 10.1111/jols.12224)

Kirkham, R. and Gill, C. (Eds.) (2020) A Manifesto for Ombudsman Reform. Palgrave Macmillan. ISBN 9783030406110

Creutzfeldt, N., Gill, C., McPherson, R. and Cornelis, M. (2020) The social and local dimensions of governance of energy poverty: adaptive responses to state remoteness. Journal of Consumer Policy, 43, pp. 635-658. (doi: 10.1007/s10603-019-09442-z)

Gill, C. (2020) The ombud and "complaint standards authority" powers. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 95-107. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_6)

Gill, C. (2020) The ombud and own initiative investigation powers. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 77-94. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_5)

Gill, C. and Kirkham, R. (2020) Introduction. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 1-11. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_1)

Hirst, C. and Gill, C. (2020) The ombud's jurisdiction: Integration, specialisation, and territorial scope. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 59-75. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_4)

Kirkham, R. and Gill, C. (2020) Five principles for a new Public Services Ombudsman. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 13-39. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_2)

2019

Gill, C., Sapouna, M., Hirst, C. and Williams, J. (2019) Dysfunctional accountability in complaint systems: the effects of complaints on public service employees. Public Law(Oct), pp. 644-664.

Hirst, C. and Gill, C. (2019) Being Complained About: Good Practice Guidelines. Technical Report. University of Glasgow.

2018

Gill, C. (2018) What can government agencies learn from the ombudsman? In: Hertogh, M. and Kirkham, R. (eds.) Research Handbook on the Ombudsman. Series: Research handbook in law and politics. Edward Elgar: Cheltenham, UK ; Northampton, Massachusetts, USA, pp. 298-318. ISBN 9781786431240 (doi: 10.4337/9781786431257.00026)

Tyndall, P., Mitchell, C. and Gill, C. (2018) Value for money study: report of the independent peer review of the Parliamentary and Health Services Ombudsman. Project Report. Parliamentary and Health Services Ombudsman.

Creutzfeldt, N., Cornelis, M. and Gill, C. (2018) Le “Consommateur” dans le Règlement Extrajudiciaire des Litiges de Consommation: Comprendre comment les consommateurs utilisent, ressentent et perçoivent le RELC au Royaume-Uni et en Europe. Lettres Des Médiations, 6, pp. 26-33.

Gill, C. and Creutzfeldt, N. (2018) The 'ombuds watchers': collective dissent and legal protest amongst users of public services ombuds. Social and Legal Studies, 27(3), pp. 367-388. (doi: 10.1177/0964663917721313)

Williams, J. and Gill, C. (2018) Designing justice: pilares para la construccio de sistemas de resolucion de litgios de consumo. In: De La Rosa, E. F. and Olariu, O. (eds.) La Resolucion de Conflictos de Consumo: La adaptacion del derecho espanol al marco europeo de resolucion alternativa (ADR) y en linea (ODR). Aranzadi: Cizur Menor, Spain, pp. 57-80. ISBN 9788491775010

2017

Gill, C., Hirst, C., Sapouna, M. and Williams, J. (2017) How do Complaints Affect those Complained About? An Empirical Investigation Into the Effects of Complaints on Public Service Employees. Project Report. University of Glasgow, Glasgow.

Brennan, C., Sourdin, T., Williams, J., Burstyer, N. and Gill, C. (2017) Consumer vulnerability and complaint handling: challenges, opportunities and dispute system design. International Journal of Consumer Studies, 41(6), pp. 638-646. (doi: 10.1111/ijcs.12377)

Mullen, T. , Gill, C. and Vivian, N. (2017) Scotland’s Model Complaint Handling Procedures: Exploring Recent Developments and the Usefulness of Complaint Data for Administrative Justice Research. Project Report. University of Glasgow, Glasgow.

McBurnie, G. and Gill, C. (2017) Independent Review of Utilities Disputes Limited (New Zealand) - 2017. Project Report. Utilities Disputes Ltd.

Gill, C., Creutzfeldt, N., Williams, J., O’Neill, S. and Vivian, N. (2017) Confusion, Gaps and Overlaps: a Consumer Perspective on the Current Alternative Dispute Resolution System for Disputes Between Consumers and Businesses. Project Report. Citizens Advice, London.

2016

Gill, C., Williams, J., Brennan, C. and Hirst, C. (2016) Designing consumer redress: a Dispute System Design (DSD) model for consumer-to-business disputes. Legal Studies, 36(3), pp. 438-463. (doi: 10.1111/lest.12116)

Gill, C. and Hirst, C. (2016) Defining Consumer Ombudsman Schemes: a Report for Ombudsman Services. Project Report. Queen Margaret University, Edinburgh.

Williams, J. and Gill, C. (2016) A dispute system design perspective on the future of European consumer dispute resolution. In: Cortés, P. (ed.) The New Regulatory Framework for Consumer Dispute Resolution. Oxford University Press: Oxford, pp. 371-391. ISBN 9780198766353 (doi: 10.1093/acprof:oso/9780198766353.001.0001)

2014

Gill, C., Williams, J., Brennan, C. and Hirst, C. (2014) Models of Alternative Dispute Resolution: a Report for the Legal Ombudsman. Project Report. Legal Ombudsman, Birmingham.

Gill, C. (2014) The evolving role of the ombudsman: a conceptual and constitutional analysis of the "Scottish solution" to administrative justice. Public Law, 2014(4), pp. 662-681.

2013

Gill, C., Williams, J., Carol, B. and O'Brien, N. (2013) The Future of Ombudsman Schemes: Drivers for Change and Strategic Responses. Project Report. Legal Ombudsman, Birmingham.

Simmons, R., Brennan, C., Gill, C. and Hirst, C. (2013) Outcome of Complaints Research for the Care Inspectorate. Project Report. Care Inspectorate, Dundee.

2012

Gill, C. (2012) The Ombudsman Enterprise and Administrative Justice. Social and Legal Studies, 21(1), pp. 135-152. (doi: 10.1177/096466391102100101)[Book Review]

Gill, C. (2012) The impact of the Scottish Public Services Ombudsman on the administrative decision-making of local authority housing administrators. Journal of Social Welfare and Family Law, 34(2), pp. 197-217. (doi: 10.1080/09649069.2012.718535)

2011

Gill, C. (2011) Right first time: the influence of ombudsmen on administrative decision-making. Journal of Social Welfare and Family Law, 33(2), pp. 181-192. (doi: 10.1080/09649069.2011.617077)

This list was generated on Sun Jul 3 19:58:20 2022 BST.
Number of items: 36.

Articles

Williams, J., Gill, C. and McBurnie, G. (2021) 'It’s the most ethical job I have ever had': complaint handling and fair decision making in the financial industry. International Journal of Business Governance and Ethics, 15(4), pp. 357-375. (doi: 10.1504/IJBGE.2021.10035729)

Gill, C., Mullen, T. and Vivian, N. (2020) The managerial ombudsman. Modern Law Review, 83(4), pp. 797-830. (doi: 10.1111/1468-2230.12523)

Williams, J., Gill, C., Creutzfeldt, N. and Vivian, N. (2020) Participation as a framework for analysing consumers’ experiences of alternative dispute resolution (ADR). Journal of Law and Society, 47(2), pp. 271-297. (doi: 10.1111/jols.12224)

Creutzfeldt, N., Gill, C., McPherson, R. and Cornelis, M. (2020) The social and local dimensions of governance of energy poverty: adaptive responses to state remoteness. Journal of Consumer Policy, 43, pp. 635-658. (doi: 10.1007/s10603-019-09442-z)

Gill, C., Sapouna, M., Hirst, C. and Williams, J. (2019) Dysfunctional accountability in complaint systems: the effects of complaints on public service employees. Public Law(Oct), pp. 644-664.

Creutzfeldt, N., Cornelis, M. and Gill, C. (2018) Le “Consommateur” dans le Règlement Extrajudiciaire des Litiges de Consommation: Comprendre comment les consommateurs utilisent, ressentent et perçoivent le RELC au Royaume-Uni et en Europe. Lettres Des Médiations, 6, pp. 26-33.

Gill, C. and Creutzfeldt, N. (2018) The 'ombuds watchers': collective dissent and legal protest amongst users of public services ombuds. Social and Legal Studies, 27(3), pp. 367-388. (doi: 10.1177/0964663917721313)

Brennan, C., Sourdin, T., Williams, J., Burstyer, N. and Gill, C. (2017) Consumer vulnerability and complaint handling: challenges, opportunities and dispute system design. International Journal of Consumer Studies, 41(6), pp. 638-646. (doi: 10.1111/ijcs.12377)

Gill, C., Williams, J., Brennan, C. and Hirst, C. (2016) Designing consumer redress: a Dispute System Design (DSD) model for consumer-to-business disputes. Legal Studies, 36(3), pp. 438-463. (doi: 10.1111/lest.12116)

Gill, C. (2014) The evolving role of the ombudsman: a conceptual and constitutional analysis of the "Scottish solution" to administrative justice. Public Law, 2014(4), pp. 662-681.

Gill, C. (2012) The impact of the Scottish Public Services Ombudsman on the administrative decision-making of local authority housing administrators. Journal of Social Welfare and Family Law, 34(2), pp. 197-217. (doi: 10.1080/09649069.2012.718535)

Gill, C. (2011) Right first time: the influence of ombudsmen on administrative decision-making. Journal of Social Welfare and Family Law, 33(2), pp. 181-192. (doi: 10.1080/09649069.2011.617077)

Books

Creutzfeldt, N., Gill, C., Cornelis, M. and McPherson, R. (2021) Access to Justice for Vulnerable and Energy-Poor Consumers: Just Energy? Hart Publishing. ISBN 9781509939435

Book Sections

Williams, J., Gill, C. and Hirst, C. (2022) Towards therapeutic complaint resolution. In: Groves, M. and Stuhmcke, A. (eds.) The Ombudsman in the Modern State. Hart Publishing. ISBN 9781509943241

Gill, C. (2020) The ombud and "complaint standards authority" powers. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 95-107. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_6)

Gill, C. (2020) The ombud and own initiative investigation powers. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 77-94. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_5)

Gill, C. and Kirkham, R. (2020) Introduction. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 1-11. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_1)

Hirst, C. and Gill, C. (2020) The ombud's jurisdiction: Integration, specialisation, and territorial scope. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 59-75. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_4)

Kirkham, R. and Gill, C. (2020) Five principles for a new Public Services Ombudsman. In: Kirkham, R. and Gill, C. (eds.) A Manifesto for Ombudsman Reform. Palgrave Macmillan, pp. 13-39. ISBN 9783030406110 (doi: 10.1007/978-3-030-40612-7_2)

Gill, C. (2018) What can government agencies learn from the ombudsman? In: Hertogh, M. and Kirkham, R. (eds.) Research Handbook on the Ombudsman. Series: Research handbook in law and politics. Edward Elgar: Cheltenham, UK ; Northampton, Massachusetts, USA, pp. 298-318. ISBN 9781786431240 (doi: 10.4337/9781786431257.00026)

Williams, J. and Gill, C. (2018) Designing justice: pilares para la construccio de sistemas de resolucion de litgios de consumo. In: De La Rosa, E. F. and Olariu, O. (eds.) La Resolucion de Conflictos de Consumo: La adaptacion del derecho espanol al marco europeo de resolucion alternativa (ADR) y en linea (ODR). Aranzadi: Cizur Menor, Spain, pp. 57-80. ISBN 9788491775010

Williams, J. and Gill, C. (2016) A dispute system design perspective on the future of European consumer dispute resolution. In: Cortés, P. (ed.) The New Regulatory Framework for Consumer Dispute Resolution. Oxford University Press: Oxford, pp. 371-391. ISBN 9780198766353 (doi: 10.1093/acprof:oso/9780198766353.001.0001)

Book Reviews

Gill, C. (2012) The Ombudsman Enterprise and Administrative Justice. Social and Legal Studies, 21(1), pp. 135-152. (doi: 10.1177/096466391102100101)[Book Review]

Edited Books

Kirkham, R. and Gill, C. (Eds.) (2020) A Manifesto for Ombudsman Reform. Palgrave Macmillan. ISBN 9783030406110

Research Reports or Papers

Gill, C. and O'Neill, S. (2022) Complaints to the Financial Ombudsman Service About Legal Expenses Insurance. Project Report. Legal Services Board.

Gill, C. (2020) The Scottish Parliament's casework service: understanding the hidden work of MSPs. Project Report. Scottish Parliament.

Hirst, C. and Gill, C. (2019) Being Complained About: Good Practice Guidelines. Technical Report. University of Glasgow.

Tyndall, P., Mitchell, C. and Gill, C. (2018) Value for money study: report of the independent peer review of the Parliamentary and Health Services Ombudsman. Project Report. Parliamentary and Health Services Ombudsman.

Gill, C., Hirst, C., Sapouna, M. and Williams, J. (2017) How do Complaints Affect those Complained About? An Empirical Investigation Into the Effects of Complaints on Public Service Employees. Project Report. University of Glasgow, Glasgow.

Mullen, T. , Gill, C. and Vivian, N. (2017) Scotland’s Model Complaint Handling Procedures: Exploring Recent Developments and the Usefulness of Complaint Data for Administrative Justice Research. Project Report. University of Glasgow, Glasgow.

McBurnie, G. and Gill, C. (2017) Independent Review of Utilities Disputes Limited (New Zealand) - 2017. Project Report. Utilities Disputes Ltd.

Gill, C., Creutzfeldt, N., Williams, J., O’Neill, S. and Vivian, N. (2017) Confusion, Gaps and Overlaps: a Consumer Perspective on the Current Alternative Dispute Resolution System for Disputes Between Consumers and Businesses. Project Report. Citizens Advice, London.

Gill, C. and Hirst, C. (2016) Defining Consumer Ombudsman Schemes: a Report for Ombudsman Services. Project Report. Queen Margaret University, Edinburgh.

Gill, C., Williams, J., Brennan, C. and Hirst, C. (2014) Models of Alternative Dispute Resolution: a Report for the Legal Ombudsman. Project Report. Legal Ombudsman, Birmingham.

Gill, C., Williams, J., Carol, B. and O'Brien, N. (2013) The Future of Ombudsman Schemes: Drivers for Change and Strategic Responses. Project Report. Legal Ombudsman, Birmingham.

Simmons, R., Brennan, C., Gill, C. and Hirst, C. (2013) Outcome of Complaints Research for the Care Inspectorate. Project Report. Care Inspectorate, Dundee.

This list was generated on Sun Jul 3 19:58:20 2022 BST.

Grants

  • University of Glasgow/ ESRC Impact Acceleration Account, Knowledge Exchange Fund, 2021-2022:  Developing a Caseworker Forum, £15,000 + £15,000 match funding from the Scottish Parliament (Principal Investigator).
  • University of Glasgow/ ESRC Impact Acceleration Account, Follow-On Fund, 2019: Therapeutic complaint handling - conducting case studies and developing an implementation toolkit for organisational change, £13,300 (Principal Investigator).
  • University of Glasgow/ ESRC Impact Acceleration Account, Business Booster Seed Funding, 2018, Helping business reduce the hidden costs of complaints about employees, £4,400 (Principal Investigator).
  • ESRC, 2017-2021, Access to justice, alternative dispute resolution and consumer vulnerability in the European energy sector, ES/P010237/1, £359,398 (Co-Investigator with Dr Naomi Creutzfeldt, University of Westminster).
  • SSHRC (Canada), 2017-2018, Co-constructing justice: Exploring citizen-centred design for public service complaint systems, $24,899 (Co-Investigator with Dr Tara Ney, University of Victoria).
  • University of Oxford ESRC Impact Acceleration Account, 2015:  Critics of the ombudsman system: understanding and engaging online citizen activists, £5,836 (Co-Investigator with Dr Naomi Creutzfeldt, University of Westminster).
  • Carnegie Trust Public Engagement Centennial Fund, 2014, ‘Designing Consumer Redress Conference’, £2,250 (Co-Investigator with Carol Brennan).
  • UK Administrative Justice Institute/ Nuffield Foundation, 2014-2017, ‘Scotland’s Model Complaint Procedures’,  £4,900 (Co-Investigator with Prof Tom Mullen).

Supervision

Chris is interested in supervising PhD candidates in any of the following areas:

  • Any aspect of the UK Administrative Justice Institute ‘Research Roadmap’
  • The design and operation of administrative justice system (including courts, tribunals, ombudsman schemes, and internal grievance procedures)
  • The experiences of administrative (and other) justice system users, with a particular interest in investigations drawing on procedural justice theory and/ or legal consciousness
  • The use of Alternative Dispute Resolution in civil and administrative justice
  • Projects proposing innovative methodological designs on socio-legal topics in the field of administrative law and justice
  • Projects examining issues of administrative justice in particular areas of government decision-making (e.g. immigration and asylum, social security, housing, education, social care, etc)

Current students

Chris is part of the supervisory team for Charlie Irvine’s PhD on Mediation and Justice (being completed at Queen Margaret University).

  • Paul, Susannah
    Asylum appeals decision making - credibilty determinations and heuristics in a culture of disbelief

Former students

Budur Dhaifallah Alnefaie. The UK Public Sector Ombudsmen: a doctoral and socio-legal analysis on the possibility of transplanting an ombudsman into Saudi Arabia inspired by the UK model (2021).

Teaching

  • Law and Government
  • Administrative Law
  • Immigration and Asylum Law

Additional information

  • Member of the Ombudsman Association’s Validation Committee
  • Member of the Administrative Justice Council’s Academic Panel
  • Member of the Public Law Project’s Academic Panel
  • Convenor of the Socio-Legal Studies Association Conference’s Administrative Justice Stream