When an employee raises a complaint.
WHAT A GRIEVANCE IS
A concern raised by an employee about their employment.
WHAT THEY COMMONLY CONCERN
Treatment by a manager Conduct of colleagues Pay or terms Working conditions Discrimination or harassment
WHY HANDLING MATTERS
Mishandled grievances become claims, and they are evidence of how you operate.
WHAT A PROCESS SHOULD PROVIDE
A route to raise concerns A person to raise them with Investigation A response within a stated period A right of appeal
WHAT TO DO ON RECEIVING ONE
Take it seriously, regardless of your initial view.
WHAT TO ESTABLISH
What happened What outcome they are seeking
WHY THE SECOND QUESTION
It is frequently narrower and more achievable than expected.
WHAT TO AVOID
Dismissing it informally Investigating with the person complained about Discussing it beyond those who need to know
WHAT CONFIDENTIALITY REQUIRES
Restricting information to those involved.
WHAT TO DO ABOUT ALLEGATIONS OF HARASSMENT OR DISCRIMINATION
Treat them as serious, investigate properly, and take advice.
WHY
They carry substantial legal and reputational consequences.
WHAT TO PROTECT AGAINST
Retaliation against the person who raised it.
WHY
It compounds the original matter significantly.
WHAT TO RECORD
The grievance, investigation, outcome and any appeal.
WHAT TO REVIEW
Patterns across grievances.
WHAT THEY INDICATE
Management or cultural problems, rather than individual ones.
