Jane Williams (LLB Hons) is a Senior Lecturer in the Queen Margaret Business School. She is also a full member of the Consumer Dispute Resolution Centre and an affiliate member of the Centre for Applied Social Sciences.

  • Overview
  • Research Interests
  • Research Publications
  • Funded Projects
  • Teaching & Learning

Jane is a Senior Lecturer in Dispute Resolution at Queen Margaret University and Assistant Programme Leader for QMU’s MSc in Dispute Resolution. Her current research focuses on consumer complaints and effective dispute design in the context of alternative dispute resolution (ADR) mechanisms such as ombudsman and first tier complaint handling.  As a former manager in Trading Standards Jane also has direct experience of complaint handling, investigation and enforcement. She is a member of the University’s Consumer Dispute Resolution Centre and has extensive experience of running short courses for professionals for complaint handling organisations and regulators both within the public and private sector. Jane continues to have strong links within the Trading Standards field across the UK and she is a member of the Chartered Trading Standards Institute and works with them as an examiner and moderator. 

Affiliations/Memberships to Other Organisations:

  • Member of the Chartered Trading Standards Institute

Professional Social Media:

Research/Knowledge Exchange Centre Membership:

My current research focuses on consumer complaints and effective dispute design in the context of alternative dispute resolution (ADR) mechanisms such as ombudsman and first tier complaint handling. Working with other colleagues within QMU’s Consumer Dispute Resolution I have been involved in developing a model which aims to assist those involved in designing and accrediting consumer dispute resolution schemes to make good design choices.   Based on this model work is ongoing on developing a practitioner focused tool kit for use by policy makers and practitioners for the design, redesign and evaluation of consumer dispute resolution mechanisms.   Other current research interests relate to how complaint handlers can ensure that the needs of vulnerable consumers are met within complaint processes. Previous research interests have included looking at the enforcement of consumer law and the implementation of the Unfair Commercial Practices in the UK.

Active research interests:

  • Alternative dispute resolution (ADR)
  • Ombudsman practice
  • Complaint management
  • Consumer Law
  • Vulnerable consumers

Research Methods:

  • Qualitative


Please see my research publications in eResearch – Queen Margaret University’s repository

Research Grants & Contracts Funding:

Legal Ombudsman 2014

  • Co-Investigator on Models of Alternative Dispute Resolution research for Legal Ombudsman

 Legal Ombudsman 2013

  • Co- Investigator The Future of Ombudsman Schemes research for the Legal Ombudsman


Other Funding:

Royal Bank of Scotland 2016

  • RBS Financial Services Dispute Resolution Programme

Legal Ombudsman 2010 – 2011

  • Training – delivered 4 days training and led on assessment

I currently lead on teaching business law to undergraduates on a number of management programmes within BEAM. I also teach on a number of multidisciplinary courses for professional complaint handlers in relation to dispute resolution, conflict resolution and consumer behavior. These courses are undertaken by a variety of first and second tier complaint handlers including private and public sector organisations and ombudsman.  I have previously developed and delivered a number of courses on consumer law and investigation practice for enforcement bodes including trading standards and other local authority enforcers. My lectures and seminars focus business law and customer experience, amongst other topics.

Programme Leader:

  • BA (Hons) Business Management Fast Track