Introduction: 'Dispute Resolution' and 'Democratic Accountability'.- Chapter 1. Professional Context and Regulatory Background: 'Fat Cats' and Frustrated 'Consumers'.- Chapter 2. The LSO, Market Forces and the Challenge to Professional Self-regulation in the 1980s.- Chapter 3. The LSO in Practice 1991-1997: Democratic Accountability and the 'Creaking System'.- Chapter 4. The LSO in Practice 1998-2002: Consumer Dispute Resolution and 'The Regulatory Maze'.- Chapter 5. The LSO in Practice 2003-2010: 'Putting Consumers First'.- Chapter 6. Conclusion: The Ombuds as 'Third Way'.
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