Handling a Grievance: A Step by Step Guide for Managers

Receiving a grievance from an employee can feel daunting, especially if it's the first time it's happened in your business. But with a clear process and a calm approach, you can handle it fairly and confidently.

What is a grievance?

A grievance is a formal complaint raised by an employee about something at work. It could relate to working conditions, relationships with colleagues, management decisions, or anything else that's affecting them. Every employee has the right to raise a grievance, and every employer has a duty to take it seriously.

Step 1: Acknowledge it promptly

When you receive a written grievance, acknowledge it in writing as soon as possible. Let the employee know you've received it, that you take it seriously, and that you'll be arranging a meeting to discuss it.

Step 2: Arrange a meeting

Invite the employee to a formal grievance meeting. Give them reasonable notice and remind them of their right to be accompanied by a colleague or trade union representative. Choose a private, comfortable setting.

Step 3: Listen carefully

The meeting is your chance to understand the employee's concerns fully. Listen without interrupting, ask open questions, and take notes. Don't be tempted to jump to conclusions or offer solutions on the spot.

Step 4: Investigate

After the meeting, carry out any investigation that's needed. This might involve speaking to other people, reviewing documents, or gathering evidence. Be thorough but proportionate; the depth of investigation should match the seriousness of the complaint.

Step 5: Make a decision

Once you've gathered all the information, make your decision and communicate it to the employee in writing. Explain what you found, what action (if any) you're taking, and why.

Step 6: Offer the right of appeal

The employee should always have the right to appeal your decision. If they do, the appeal should ideally be heard by someone who wasn't involved in the original decision.

Key things to remember

• Follow the ACAS Code of Practice, it's the benchmark for fairness
• Keep written records of every step
• Be consistent and treat similar situations the same way
• Act promptly, as delays can make things worse
• Stay calm and professional, even if the complaint feels personal