Employee Grievance Procedure UK: Employer Guide

Overview

A grievance is any concern, problem, or complaint that an employee raises with their employer about their work, treatment, or working conditions. It might involve a dispute with a colleague, a disagreement about pay or duties, a concern about health and safety, or an allegation of discrimination or harassment.

Grievances can be informal, raised in a quiet chat with a line manager, or formal, submitted in writing and triggering a structured process. While UK law does not impose a single rigid procedure that every employer must follow word-for-word, the ACAS Code of Practice on Disciplinary and Grievance Procedures sets the benchmark.

Employment tribunals can adjust compensation by up to 25% where either party has unreasonably failed to follow the Code. Beyond the legal risk, a clear grievance process protects morale, reduces sickness absence, and stops small issues from becoming expensive ones. Most employers set out their approach in a written policy and reference it in the employment contract or staff handbook.

Key steps

1. Encourage informal resolution first. Many grievances can be settled through an honest conversation between the employee and their line manager. Before launching a formal process, check whether the issue can be aired and resolved informally. Document what was discussed, but keep the tone collaborative rather than procedural.
2. Receive the formal grievance in writing. If informal steps fail or are inappropriate, ask the employee to set out their grievance in writing with enough detail to understand the complaint. Acknowledge receipt promptly, confirm who will handle the matter, and explain the next steps. Keep the written grievance on file securely and limit access to those directly involved.
3. Investigate fairly and proportionately. Gather the facts before holding a grievance meeting. This may involve interviewing witnesses, reviewing emails or rotas, and checking relevant policies. The depth of investigation should match the seriousness of the complaint. Appoint someone impartial, ideally a manager not previously involved, to carry out or oversee the fact-finding.
4. Hold the grievance meeting. Invite the employee to a meeting to discuss their complaint, giving reasonable notice and reminding them of their statutory right to be accompanied by a colleague or trade union representative. Let them explain their concerns fully, ask questions, and present any evidence. Take clear notes and avoid reaching conclusions in the room.
5. Issue a written outcome and offer an appeal. After the meeting, decide what action, if any, to take and communicate the outcome in writing without unnecessary delay. Explain your reasoning, outline any steps the business will take, and tell the employee they have the right to appeal. An appeal should be heard by someone who has not been involved in the original decision.

Common questions