Management team
John Munton
Director of Dispute Resolution Services
John Munton is responsible for the operation of CEDR’s contracted dispute resolution services which currently handle over 25,000 disputes every year in more than a dozen industries. He has been working in dispute resolution services for over 30 years and joined CEDR as a Director in 2013.
John’s role at CEDR sees him working with stakeholders across many industries providing dispute resolution solutions for individual organisations or entire industries on caseloads ranging from a handful of complex cases per year to high volume dispute work. In recent years John and his team has delivered a significant number bespoke industry Schemes including for the Civil Aviation Authority, Central London County Court, Cavity Insulation Guarantee Agency, Court of Appeal for England & Wales, Independent Press Standards Organisation, Medical Protection Society, NHS, Ofgem, Solicitors Regulatory Authority and Water UK.
Expertise
- Mediation
- Advanced Negotiation
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Languages
English
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Memberships
Board of Directors of the Ombudsman Association
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Location
United Kingdom
John. P. Azzi
Head of Consumer Services
John Paul was appointed Head of Consumer Services in January 2018. He joined CEDR in July 2017 as Consumer Services Manager.
As part of his role, John Paul is responsible for overseeing the service delivery and operations of all the complaint redress schemes. He is also responsible for implementing a number of strategic objectives and manages complaints regarding the level of service provided by CEDR in relation to its dispute resolution schemes.
He has over 13 years experience working in alternative dispute resolution (ADR), with experience resolving disputes covering financial services, credit reporting, water, energy, and gas matters.
Expertise
- Adjudication
- Negotiation
- Mediation / Conciliation
- Complaint Handling
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Languages
English
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Qualifications
Law and Business (Management)
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Location
United Kingdom
Doug O'Neil
Head of Services
Doug joined CEDR in January 2021, as Head of Services for the Business Banking Resolution Service (BBRS).
His key responsibility is to manage the day to day service delivery performance for the casework team supporting the BBRS, which is a dedicated dispute resolution service for small and medium sized businesses who have an unresolved dispute with their bank.
Doug is an inspiring customer services leader with over 30 years' experience in leading multi-site operational teams in the financial services, utilities, and telecommunications sectors. His expertise lies within the customer service and complaint handling environments. A proven expert in delivering transformational change programmes and passionate about ensuring that people have the skills, support, and enablers to be the best they can be through cultural, process, and performance improvement.
Expertise
- Complaint Handling
- Customer Services
- Leadership & Coaching
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Languages
English
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Qualifications
European Mentoring & Coaching Council Accredited Coach
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Location
United Kingdom
Emma Batsa
Senior Manager - Customer Experience and Service Innovation