How to handle a formal grievance

When a grievance is received in writing, acknowledge it promptly — ideally within 5 working days. Confirm that you are taking it seriously and set out the next steps. If the grievance is raised verbally, ask the employee to put it in writing so there is a clear record of what is being raised.

Before moving to a formal hearing, consider whether the grievance can be resolved informally — for example, through a conversation between the employee and their line manager, or through mediation. Many grievances can be resolved at this stage without the need for a formal process. Document any informal steps taken.

Appoint someone to hear the grievance who is not implicated in the complaint. Ideally this should be the employee's line manager's line manager. Where the grievance is about the line manager, go above them. The hearing manager should approach the grievance with an open mind.

Write to the employee inviting them to a formal grievance hearing. The letter must confirm: the date, time and location; their right to be accompanied by a work colleague or trade union representative; and the name of the person who will hear the grievance. Give reasonable notice.

At the hearing, let the employee fully explain their grievance and what outcome they are seeking. Ask open questions to fully understand the nature of the complaint. Do not be defensive or dismissive. Take a written record of the meeting. If new information comes to light that requires investigation, adjourn to investigate before proceeding.

If the grievance requires investigation — for example if it is about another employee's conduct — carry out a reasonable investigation. This may involve interviewing witnesses, reviewing documents, or seeking HR advice. The employee who raised the grievance should be kept informed of progress and told of any significant delays.

Decide whether the grievance is upheld, partially upheld, or not upheld — and why. Consider what remedy is appropriate if the grievance is upheld. This might include: an apology; a change of working arrangements; disciplinary action against another employee; or changes to company policy or practice.

Write to the employee setting out the decision and the reasons for it. Confirm what action, if any, will be taken. Inform the employee of their right to appeal the decision and how to do so.

If the employee appeals the grievance outcome, follow the same principles as for a disciplinary appeal: appoint someone more senior who was not involved in the original decision; give the employee the right to be accompanied; hear the appeal on its merits; and communicate the outcome in writing. The appeal decision is final.