In this second edition, the central theme is the role of the state in resolving grievances in areas where the state has a direct interest. There have recently been many fundamental changes in this area, one of which is the promotion of individualism and consumerism. This has been accompanied by an emphasis upon managerial and executive efficiency and an increased awareness on the part of consumers for expectations and feedback. These points, plus the Citizen's Charter and other government initiatives, are addressed in detail. The European element is now more significant and is covered throughout.