In March 2020, FINRA began to transition its dispute resolution services meet the needs of consumers and securities industry while in middle a global pandemic. This paper details ways which was well prepared for transition, as notes some difficulties providing new way. Ultimately, encourages maintain online services, provide more training neutrals, evaluate effectiveness improvement.

In this paper, we report early lessons learned from a new project to understand how Online Dispute Resolution (ODR) can improve efficiency, effectiveness and fairness in Government dispute resolution and how ODR systems can gain acceptance.

Executive summary The aim of this research was to investigate what the Legal Ombudsman can learn from other Alternative Dispute Resolution (ADR) providers. The research was commissioned by the Legal Ombudsman to help it review and develop its dispute resolution model and ensure it remains fit-for-purpose. The research involved a case study design and fieldwork was conducted with ten organisatio...