Grievance procedure

Use informal resolution where it fits

Many workplace problems can be resolved by a straightforward conversation. A formal grievance is appropriate when an informal attempt has not worked, the employee does not want to use it or the concern is serious. The procedure should be written, easy to find and clear about who to contact if the complaint concerns the person's manager.

In Great Britain, the Acas grievance steps sit under the current 2015 Acas Code. The employee normally puts the concern in writing, setting out the facts and what they want the employer to consider.

Give the concern a fair hearing

Invite the employee to a meeting without unreasonable delay and remind them of the right to be accompanied where it applies. Listen to their account, ask open questions and arrange further investigation if the facts are disputed or incomplete. The person deciding the outcome should be as impartial as the organisation can reasonably make them.

Tell the employee the outcome in writing, explain the reasons and offer an appeal. The Acas Code sets the minimum principles; an employer should also follow its own procedure.

Close the loop without oversharing

Record the grievance, evidence considered, meeting notes, decision, action and appeal. Tell the employee what can properly be shared. If another person's confidential employment matter follows, the complainant may not be entitled to its detail.

A grievance can uncover a conduct issue, discrimination concern or protected disclosure. Do not force every concern down one route. Identify each part, explain how it will be handled and avoid treating the person badly for raising it. In Northern Ireland, use the nidirect grievance guidance and Labour Relations Agency framework rather than assuming the Acas Code applies.

Recheck this page when a revised disciplinary and grievance Code is published, laid before or approved by Parliament, or brought into force. Until then, the 2015 Acas Code remains current in Great Britain.