The 'Ombuds Watchers': Collective dissent and legal protect Among Users of Public Services Ombuds

This article examines the phenomenon of the ‘ombuds watchers’. These are groups of dissatisfied users of public service ombuds schemes who engage in legal protest against the current system of redress for citizen-state complaints. Through the lens of legal consciousness scholarship we propose a framework that conceptualizes the collectivized protest of the ombuds watchers. Based on an empirical dataset, our analysis shows that the ombuds watchers meet each of the defining characteristics of dissenting collectivism and demonstrates the existence of forms of legal consciousness which present ‘opportunities to build alternative imaginaries and institutions’. Our case study provides an insight into the potential for dissenting collectives to challenge the hegemonic structures of state law, while at the same time emphasising the continuing power of legal ideology in shaping popular understandings of justice. The article also suggests a pathway for future empirical research into user experiences of justice systems.