Introduction to Grievance Procedures
Grievance procedures are the formal steps that employees and employers follow to address and resolve concerns or complaints in the workplace. These procedures are designed to provide a clear, fair, and structured way for employees to raise issues—such as problems with working conditions, relationships with colleagues, or the way policies are applied—and for employers to respond appropriately.
Following a proper grievance procedure is important for both parties. For employees, it ensures their concerns are taken seriously and handled in line with legal requirements. For employers, it helps prevent misunderstandings and can stop minor issues from escalating into more serious disputes or legal claims. Adhering to a fair process also helps organisations demonstrate that they treat staff fairly, which can improve workplace morale and reduce the risk of claims at an employment tribunal.
In the UK, employers are expected to follow the guidance set out in the Acas Code of Practice on Disciplinary and Grievance Procedures. While the Code itself is not legally binding, employment tribunals will take it into account when considering relevant cases. Failing to follow the Code can lead to increased compensation awards if a claim is successful.
This page will guide you through the key steps of a typical grievance procedure, including how to raise a grievance, what employers should do in response, and the rights and responsibilities of both employees and employers throughout the process. You’ll also find practical advice on preparing for meetings, understanding possible outcomes, and what to do if a resolution cannot be reached.
For those seeking a broader overview of workplace disputes, you can find more information on Employment Dispute Procedures, which covers the full range of processes for resolving issues at work.
What is a Grievance?
A grievance in the workplace is a formal complaint raised by an employee about a problem or concern related to their work, working conditions, or treatment by colleagues or management. Grievances can arise from a wide range of issues that affect an employee’s wellbeing, rights, or ability to do their job effectively.
Common examples of workplace grievances include:
Unfair treatment: This might involve being treated differently from colleagues without a valid reason, such as being overlooked for promotion or training opportunities.
Bullying or harassment: Persistent negative behaviour from colleagues or managers, including verbal abuse, exclusion, or intimidation.
Workplace discrimination: Being treated less favourably because of protected characteristics such as age, race, gender, disability, religion, or sexual orientation, as set out in the Equality Act 2010.
Contract issues: Disputes over pay, working hours, holiday entitlement, or changes to employment terms without consultation.
Health and safety concerns: Unsafe working conditions, lack of appropriate equipment, or failure to follow health and safety regulations.
Raising a grievance formally is important for several reasons. Firstly, it ensures your concerns are recorded and addressed through a clear, structured process, as recommended by the ACAS Code of Practice on Disciplinary and Grievance Procedures. This code provides best practice guidelines for both employers and employees, helping to resolve issues fairly and legally. Ignoring workplace problems or handling them informally may mean they persist or worsen, and you could miss out on legal protections or remedies available through formal channels.
By submitting a grievance, you create an opportunity for your employer to investigate and, if necessary, take action to resolve the issue. This not only helps to protect your own rights but can also improve the working environment for others. If you are unsure whether your concern qualifies as a grievance or how to start the process, it’s advisable to review your workplace’s grievance policy or seek advice from a trade union representative or employment adviser.
Understanding what counts as a grievance is the first step towards ensuring fair treatment at work and maintaining a safe, respectful workplace for everyone.
How to Raise a Grievance
Raising a grievance at work is an important process to ensure that any concerns or complaints you have are addressed fairly. Whether you’re experiencing problems with a colleague, feel you’ve been treated unfairly, or have concerns about your working conditions, following the right steps can help resolve the issue efficiently.
Before starting a formal grievance procedure, it’s often best to try to resolve the issue informally. This could involve speaking directly to the person involved, or having a quiet word with your manager or supervisor. Many workplace disputes can be settled quickly this way, without the need for a formal process.
If you feel comfortable, explain your concerns clearly and calmly, focusing on the facts. Sometimes, a simple conversation can clear up misunderstandings and lead to a solution.
Every employee has the right to raise concerns about their work environment or treatment at work. Your employment contract and workplace policies should outline the correct procedure for raising a grievance. Reviewing your company’s staff handbook or grievance policy can help you understand your rights and the steps you need to follow.
For more on your rights and common workplace issues, see our dedicated guide.
If informal steps don’t resolve the issue, or if the matter is too serious to handle informally (such as bullying, harassment, or discrimination), you should raise it formally. Usually, grievances are submitted to your line manager. If your complaint involves your manager, you can approach their manager or your HR department.
A formal grievance should always be put in writing. This is a key requirement under the ACAS Code of Practice on Disciplinary and Grievance Procedures, which most UK employers are expected to follow.
When writing your grievance:
Clearly state what your complaint is about.
Include relevant dates, times, and the names of people involved.
Explain what steps you have already taken to resolve the issue.
State what outcome or resolution you are seeking.
Keep your language factual and avoid emotional language. This helps your employer understand the issue and respond appropriately.
It’s important to keep a record of all correspondence and notes related to your grievance. This includes copies of your written complaint, any responses from your employer, notes from meetings, and records of informal discussions. Good record-keeping can be vital if the issue escalates or if you need to refer to the matter in the future.
After you submit your grievance, your employer should arrange a meeting to discuss your complaint. You have the right to be accompanied at this meeting by a colleague or trade union representative. Your employer must investigate your concerns and respond in writing with their decision and any proposed actions.
If you’re unhappy with the outcome, you usually have the right to appeal. The appeal process should also be outlined in your workplace’s grievance policy.
Raising a grievance can feel daunting, but following these steps and understanding your rights can help ensure your concerns are taken seriously and dealt with fairly. If you’re unsure about any part of the process, consider seeking advice from your HR department, trade union, or an employment adviser.
Employer’s Role in Handling Grievances
Employers in the UK have a legal and ethical duty to handle workplace grievances with fairness, promptness, and confidentiality. When an employee raises a concern—whether it’s about working conditions, relationships with colleagues, or perceived unfair treatment—employers must take the matter seriously and follow a clear, structured process.
Employers are required to treat all grievances impartially. This means listening to the employee’s complaint without bias and ensuring that no one is treated differently for raising an issue. Grievances should be addressed as soon as possible; delays can worsen the situation and may even breach the employer’s duty of care.
Confidentiality is equally important. Details of the grievance should only be shared with those directly involved in investigating and resolving the matter. This protects everyone’s privacy and helps maintain trust in the process.
Once a grievance is raised, employers must carry out a thorough investigation. This typically involves:
Meeting with the employee to fully understand their concerns.
Gathering relevant evidence, such as emails, witness statements, or company records.
Speaking to other staff members if necessary, while maintaining confidentiality.
Throughout the process, it’s essential to keep the employee informed about what is happening and expected timeframes. Clear, regular communication helps reassure the employee that their complaint is being taken seriously.
Employers should always follow their own written grievance policy, which sets out the steps for raising and resolving complaints. In addition, the [ACAS Code of Practice](https://www.acas.org.uk/acas-code-of-practice-on-disciplinary-and-grievance-procedures) provides practical guidance on handling grievances fairly and effectively. While the Code is not legally binding, employment tribunals will consider whether employers have followed it when deciding cases.
Key points from the ACAS Code include:
Allowing the employee to be accompanied at grievance meetings.
Giving the employee a chance to explain their side and suggest solutions.
Providing a written outcome and the right to appeal.
After investigating a grievance, employers should decide on the most appropriate outcome. This could include:
Resolution: The issue may be resolved informally through discussion or agreed changes.
Mediation: In some cases, involving an impartial third party can help both sides reach an agreement.
Disciplinary Action: If the investigation finds evidence of misconduct or breaches of company policy, the employer may need to take further steps, such as holding disciplinary meetings.
Employers should explain the outcome to the employee in writing and outline any right to appeal. Taking these steps not only fulfils legal obligations but also fosters a more positive and productive workplace.
If you want to understand more about what happens if a grievance leads to formal action, explore our guide to disciplinary meetings.
Rights of Employees and Employers During the Grievance Process
During the grievance process, both employees and employers have important rights and responsibilities designed to ensure fairness and transparency. Understanding these rights helps each party navigate the process confidently and in line with UK employment law.
1. Right to Be Accompanied
If you are an employee raising a grievance, you have the legal right to be accompanied at any formal grievance meeting. Under Section 10 of the Employment Relations Act 1999, you may choose to bring either a fellow worker (colleague) or a trade union representative with you. This person can help you present your case, discuss issues, and confer with you during the meeting, although they cannot answer questions on your behalf.
Example: If you feel uncomfortable attending a grievance meeting alone, you can ask a trusted colleague or union rep to join you. Notify your employer in advance so arrangements can be made.
2. Protection from Victimisation
Employees are legally protected from being treated unfairly or suffering negative consequences simply because they have raised a grievance. The Equality Act 2010 and the ACAS Code of Practice on Disciplinary and Grievance Procedures stress that victimisation—such as demotion, dismissal, or bullying—is unlawful. If you believe you have been victimised for making a complaint, you may have grounds for further legal action.
1. Right to Conduct a Fair Investigation
Employers have the right—and responsibility—to investigate grievances thoroughly and impartially. This includes gathering evidence, interviewing relevant witnesses, and reviewing all sides of the issue before making any decisions. Employers should follow their own grievance procedure, as well as the ACAS Code of Practice, to ensure fairness and consistency.
2. Decision Based on Evidence
After investigating, employers must make decisions based on the facts and evidence presented. This means avoiding assumptions or bias, and providing a clear, reasoned outcome to the employee who raised the grievance. If the grievance is upheld, the employer should set out what action will be taken. If not, the reasons should be explained in writing.
The grievance process should be handled promptly, but the exact timescales can vary depending on the complexity of the issue and the organisation’s procedures. Typically, the process involves the following stages:
Raising the Grievance: The employee submits their grievance in writing to their employer, clearly stating the issue.
Investigation: The employer investigates the complaint. This may involve interviews, reviewing documents, and gathering statements. The length of this stage depends on the nature of the grievance.
Grievance Meeting: A formal meeting is arranged, where the employee can present their case and be accompanied. The employer listens to both sides and may ask questions to clarify the facts.
Outcome and Next Steps: The employer communicates the decision in writing, usually within a set timeframe (often within five working days of the meeting, but this can vary). If the grievance is not resolved to the employee’s satisfaction, there is usually a right to appeal.
Practical Advice:
Always keep records of correspondence, meetings, and outcomes.
Both parties should act in good faith and avoid unnecessary delays.
Employees should check their workplace’s grievance policy for specific timelines and procedures.
Understanding these rights ensures that grievances are addressed fairly, with both employees and employers protected by clear legal standards throughout the process.
Resolving Grievances and Next Steps
Resolving a workplace grievance can happen in several ways, depending on the nature of the issue and the willingness of everyone involved to find a solution. In many cases, grievances are settled through open discussion and agreement between the employee and employer. Sometimes, an informal conversation can clear up misunderstandings and lead to a positive outcome without the need for a formal process.
If an informal approach does not resolve the issue, mediation may be an option. Mediation involves an impartial third party helping both sides reach a mutually acceptable agreement. Many workplaces offer mediation as a way to resolve disputes before they escalate. This process is voluntary and confidential, aiming to preserve good working relationships.
When agreement cannot be reached informally or through mediation, the formal grievance procedure should be followed. This typically involves a formal meeting where the employee can present their case, and the employer investigates and makes a decision. Employers are legally required to handle grievances fairly, following the procedures set out in the ACAS Code of Practice on Disciplinary and Grievance Procedures. This includes allowing the employee to be accompanied at meetings and providing a written outcome.
If the employee is not satisfied with the outcome of the formal grievance, they have the right to appeal. The appeal should be made in writing, explaining why the outcome is unsatisfactory. The employer must then arrange an appeal meeting, ideally with someone not previously involved in the case, and provide a final decision in writing.
Should the issue remain unresolved after the appeal, employees may consider external options. One route is to bring a claim to employment tribunals, which are independent bodies that can make legally binding decisions about workplace disputes. Before making a claim, it is usually necessary to notify ACAS and consider early conciliation, which offers another chance to resolve the matter without a formal hearing.
It is important to try to resolve grievances as early as possible. Early resolution can help maintain trust and respect in the workplace, reduce stress for everyone involved, and avoid lengthy or costly disputes. Both employees and employers benefit from addressing concerns promptly and fairly, promoting a positive working environment and reducing the risk of further conflict.
Additional Resources and Support
When dealing with a workplace grievance, knowing where to find reliable advice and support can make a significant difference. Both employees and employers have access to a range of resources to help them navigate the grievance process and address related concerns effectively.
ACAS (Advisory, Conciliation and Arbitration Service) is a key source of impartial advice on workplace disputes, including grievances. ACAS provides detailed guidance on following fair procedures, understanding your rights and responsibilities under the Employment Act 2002, and resolving issues before they escalate. Their helpline and online resources are available to both employees and employers seeking confidential support.
Trade unions are another important resource for employees. If you are a member, your union can offer representation, advice, and support throughout the grievance process. They can help you prepare your case, attend meetings with you, and ensure your rights are protected.
For employers, professional bodies such as the Chartered Institute of Personnel and Development (CIPD) offer best practice guidance on handling grievances, ensuring compliance with the ACAS Code of Practice and employment law.
Workplace disputes can be stressful and may impact your wellbeing. It’s important to recognise the role of mental health and wellbeing support when dealing with grievances. Many employers offer employee assistance programmes (EAPs), counselling services, or mental health first aiders who can provide confidential help. Taking care of your mental health can make it easier to manage stress and communicate effectively during a grievance.
Seeking help early—whether from ACAS, your trade union, or a mental health professional—can prevent workplace disputes from escalating. Prompt action often leads to quicker, more amicable resolutions and helps maintain positive working relationships.
If you want to explore related topics, our section on workplace issues covers common challenges and rights in the workplace that may intersect with grievance procedures. Understanding the broader context can empower you to address concerns confidently and constructively.
