When someone raises something formally.
WHAT A GRIEVANCE IS
A complaint about treatment, conditions or conduct that the person wants addressed formally.
WHY THE FORMAL ROUTE MATTERS
It gives a structured process and it protects both parties.
WHAT TO ESTABLISH
A procedure, known to everyone.
WHAT IT SHOULD SET OUT
How to raise a concern Who receives it Timescales for response How it is investigated What outcomes are possible How to appeal
WHY TIMESCALES
Grievances left unanswered escalate and they damage more than the original matter.
WHAT TO DO ON RECEIVING ONE
Acknowledge it promptly Establish what is being complained about Decide who will handle it Investigate properly Respond in writing
WHO SHOULD HANDLE IT
Someone not involved and not the subject of it.
WHY
Self-investigation is not accepted and it is rarely objective.
WHAT INVESTIGATION REQUIRES
Speaking to the complainant Speaking to anyone complained about, with the allegations put to them Speaking to witnesses Examining relevant records
WHAT TO PROVIDE THE PERSON COMPLAINED ABOUT
Sufficient detail to respond An opportunity to respond The right to be accompanied, where applicable
WHY
Fairness is required, and outcomes without it are challenged successfully.
WHAT TO AVOID
Deciding before investigating Discussing it beyond those involved Treating the complainant as a problem
WHAT TO ESTABLISH
That raising a grievance carries no detriment.
WHY
One person treated badly ends all future reporting.
WHAT TO RECORD
Everything: the complaint, the investigation, the reasoning, the outcome.
