Problem Resolution

Henry Davis York is committed to ensuring that we are both understanding of and responsive to our external stakeholders and their concerns. We have established problem resolution principles to ensure that we react effectively, fairly and transparently to any problem or concern expressed by our stakeholders with regard to their dealings and interaction with the firm.

Application of these principles will enable us to:

• Respond to issues quickly and effectively
• Identify and correct any systemic problems
• Increase stakeholder confidence in HDY
• Enhance our reputation for excellence.

These principles apply to all contact with our clients, suppliers, contractors, business partners or other external parties that gives rise to a problem or query regarding the firm or its employees. It extends to all our business dealings, transactions and operations involving third parties.

Our Problem Resolution Principles

Accessibility: Through direct access and openness it will be easy to find out how to have a problem resolved.

Simplicity: There will be minimal steps so problems can be answered quickly and efficiently.

Acknowledgement: All problems raised will be acknowledged.

Independence: Provision will be made if necessary for the resolution of any problem by a person who is not directly involved. If not satisfied, you are able to pursue the issue by escalation to the firm's Managing Partner, or to external bodies identified by the firm.

Confidentiality: Every issue will be treated in confidence as far as possible.

Efficiency: Turn-around time for resolution and response will be monitored.

Satisfaction: Stakeholder satisfaction with the process and response will be monitored.

To raise a problem or concern please contact our Problem Resolution Officer