EMBRACE Complaint Handling Procedure

My commitment

I will be receptive to any complaint and will consider it in detail and with the seriousness it merits. I will respond to any complaint promptly, and certainly within 10 working days.

Any complaint will be treated confidentially and will not affect any future service provided to you.

I will take all criticism into account to improve our service in the future.

How to contact

An informal discussion over the telephone can often the best way to raise concern.  If you would like to do so, please call me on 07900 552 108.

Should you remain dissatisfied after discussing the matter, or if you simply prefer to write, please write to David Fatkin at 8 Castle Park, Lancaster LA1 1YQ; or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.

It would be helpful if you could include your name, the name of the party on the other side of any mediation and the date of any mediation that has taken place or is booked.

It would also be helpful if you could provide a telephone number should I need to contact you urgently for any reason.

If you are not satisfied with my response

If you are not satisfied with my response, you may refer your complaint to the Registrar at the Civil Mediation Council or:

by email to: This email address is being protected from spambots. You need JavaScript enabled to view it. or by calling 0207 353 3227.

Details of the Civil Mediation Council’s Complaints Resolution Service may be found at: http://www.civilmediation.org/governance

Connect with David Fatkin on LinkedIn
Connect on LinkedIn