Skip to main content
Centre for Commercial Law Studies

Consumers, Online Disputes and the Business Case for Online Dispute Resolution – Panel Debate

4 June 2014

Time: 5:30 - 8:00pm
Venue: Ground Floor Lecture Theatre, Centre for Commercial Law Studies, Queen Mary University of London, 67-69 Lincoln's Inn Fields, London WC2A 3JB

Book now

Hosted by the Centre for Commercial Law Studies, Queen Mary University of London and Youstice, the debate will be chaired by Professor Julia Hӧrnle from CCLS and Zbynek Loebl, founder and CEO of Youstice, global online platform for claim management. Zbynek managed the project on establishing a global centre for domain name dispute resolution of the Czech Arbitration Court in Prague and is the founder of Youstice. Specifically devised to solve the online shopping issues of consumers across the globe, Youstice is the first web application, designed to compliment retailers' customer service offerings. With expertise across the technology and legal sectors, Zbynek, along with his team and Queen Mary University of London, will explore the relationship between technology, legislation and the customer experience.

The seminar will be opened by Jacqueline Minor, the Head of the EU Commission Representation in the UK, and Nick Mawhinney from the United Kingdom's Department of Business Innovation and Skills in charge of the implementation process of the EU legislation will deliver the keynote speech.

Julia and Zbynek will discuss with the guest panels the new EU legislation on Alternative Dispute Resolution and Online Dispute Resolution, set to impose an obligation on the UK to provide for (online) out-of-court settlement mechanisms for all consumer complaints. Panelists for this event include:

The debate will explore:

  • The business case for or against alternative dispute resolution (ADR) for consumers
  • Whether businesses dealing with customer complaints are likely to use ADR
  • The potential cost savings attributed to quicker, more efficient customer dispute resolution
  • Whether ADR can lead to better customer satisfaction and retention
  • The cost of online ADR and real world experiences


For directions to the venue, please refer to the map.

How to Book

This event is free but prior registration is required through the CCLS Eventbrite page.


For more information, please contact Katherine Zaim on or Zuzka Jakubkova on

Photography, video and audio recording

Please note that CCLS events may be photographed or video and audio recorded. These materials will be used for internal and external promotional purposes only by Queen Mary University of London. If you object to appearing in the photographs, please let our photographer know on the day. Alternatively you can email CCLS Events Manager, Katherine Zaim, on in advance of the event that you are attending.