Grievance Procedure Policy UK: Employer's Guide 2025
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Part ofUK Employment Law Guide for Employers (2025)
Disagreements at work are part of running any business. What matters is how you handle them. A grievance procedure is the formal route an employee uses to raise a concern, and the framework you follow to deal with it fairly.
Get it right and most issues are resolved quickly, quietly, and without lasting damage. Get it wrong and you are looking at low morale, resignations, and potentially a claim at the employment tribunal. This guide walks through what a grievance policy should cover, what the law expects of employers in England and Wales, how the ACAS Code of Practice fits in, and the practical steps to take when a complaint lands on your desk. Whether you run a small team or manage HR across a larger organisation, the principles are the same.
What this document is
A grievance procedure policy sets out how your organisation handles complaints raised by employees about their work, working conditions, or the people they work with. It tells staff who to speak to, how to put their concern in writing, what will happen next, and how decisions can be challenged on appeal.
Every employer in the UK must give workers written information about how to raise a grievance and who to raise it with. This obligation sits within the written statement of employment particulars that workers receive at the start of their employment.
On top of that, the ACAS Code of Practice on Disciplinary and Grievance Procedures sets the expected standard. The Code is not a statute, but tribunals take it into account. Where an employer unreasonably fails to follow it, compensation awards can be increased by up to a quarter.
A good policy is short, clear, and usable under pressure. It should cover informal resolution, the formal written stage, meetings, the right to be accompanied, written outcomes, and appeals. It should apply consistently, whether the person complaining is a warehouse worker or a senior manager.
How to use this document
- Encourage informal conversations first. Many workplace concerns can be sorted out through a direct chat between the employee and their line manager. Your policy should make clear that this is the preferred starting point for minor issues, while also stating that employees are free to go straight to the formal stage if they prefer or if the matter is serious. 2. Ask for the grievance in writing. Once an employee wants to move to the formal stage, they should set out their complaint in writing, including what happened, when, who was involved, and what outcome they are looking for. A written record gives both sides a clear starting point and protects the process if the matter is later challenged. 3. Invite the employee to a grievance meeting. Arrange a meeting without unreasonable delay, usually within five to ten working days of receiving the written complaint. Remind the employee of their statutory right to be accompanied by a colleague or a trade union representative. Let them put their case across in full and ask questions to make sure you understand it. 4. Investigate properly before deciding. Depending on the nature of the complaint, you may need to speak to witnesses, review emails, check rotas, or look at CCTV. Keep the investigation proportionate to the seriousness of the grievance. Document what you find and how you reached your conclusions, because these notes may be critical evidence later on. 5. Give a written outcome and offer a right of appeal. Once you have made a decision, confirm it in writing, explaining what you found, what you are doing about it, and why. The employee must be told they can appeal if they are not satisfied. An appeal should, wherever possible, be heard by someone who was not involved in the original decision.
Common questions
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Common questions
Q Is a written grievance procedure a legal requirement for UK employers?
Yes. Employers must give workers a written statement that includes information about how to raise a grievance and who to direct it to. This is required under the Employment Rights Act 1996. Separately, the ACAS Code of Practice sets the expected standard for handling complaints. Tribunals can adjust compensation by up to 25% where either side unreasonably fails to follow the Code, so having a clear policy and sticking to it matters.
Q What sorts of issues can an employee raise as a grievance?
A grievance can cover almost any work-related concern. Common examples include disputes about pay, hours, holiday, or contractual terms, complaints of bullying or harassment, concerns about health and safety, disagreements with colleagues or managers, allegations of discrimination, and objections to changes in duties or working patterns. If the concern relates to how the employee is treated at work, it is usually fair game for the grievance procedure.
Q How quickly do we need to deal with a grievance?
There is no fixed statutory timescale, but the ACAS Code expects employers to act without unreasonable delay. In practice, aim to acknowledge the grievance within a few working days, hold the meeting within one to two weeks, and issue a written outcome shortly after. If an investigation is complex, keep the employee updated on progress and timing. Delay is one of the most common triggers for employees losing trust in the process.
Q Does an employee have the right to bring someone to a grievance meeting?
Yes. Workers have a statutory right to be accompanied at a formal grievance hearing by a fellow worker or a trade union representative. The companion can address the meeting, put forward the worker's case, and confer with them, but cannot answer questions on their behalf. If the chosen companion is not available, the employee can propose an alternative time, within reason, so the meeting can be rearranged.
Q Can an employee raise a grievance about something that happened months ago?
There is no statutory time limit on raising an internal grievance, although some policies set their own expectations. It is generally sensible to deal with the complaint rather than refuse it on timing grounds alone, because ignoring a historic concern can fuel a constructive dismissal claim. That said, practical issues like faded memories and missing records will affect how the investigation is carried out and what conclusions can reasonably be reached.
Q What happens if we get the grievance process wrong?
The main risks are loss of trust, resignations, and tribunal claims. An employee who feels the employer has seriously mishandled their complaint may resign and claim constructive unfair dismissal. If the underlying concern involves discrimination, whistleblowing, or unpaid wages, the mishandling can feed directly into those claims. Tribunals can also uplift awards by up to 25% where the ACAS Code has been ignored without good reason.
Q Should grievances and disciplinaries ever run at the same time?
Sometimes, yes. If an employee raises a grievance while being disciplined, the ACAS Code allows the disciplinary process to be paused briefly to deal with the grievance, or for both to run together if the issues are related. The right approach depends on the facts. The key is fairness: the employee must have a genuine opportunity for their complaint to be heard and considered, not brushed aside because a disciplinary is already underway.
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Sources
This guide is based on primary UK law and official guidance.
- Official SourceACAS Code of Practice on Disciplinary and Grievance Proceduresacas.org.uk
- LegislationEmployment Rights Act 1996legislation.gov.uk
- Guidance · UK GovGov.uk: Handling an employee's grievancegov.uk
- Guidance · UK GovGov.uk: Raise a grievance at workgov.uk
Legal helpline
Unsure how to handle a grievance on your desk?
Grievance procedures look straightforward on paper, but the pressure points show up when a real complaint arrives and you need to act fairly and quickly. An experienced legal adviser can help you think through your options based on what you describe on the call, so you feel confident about the next move.
- Plain-English answers to your specific questions about the grievance
- Practical perspective on how the ACAS Code applies to what you describe
- What to watch out for in your circumstances, including tribunal risk
- A clearer sense of the next sensible step to take
Legal disclaimer
This article is for general information only. It is a tool to help you find your way — not legal advice, and not a substitute for speaking to a qualified adviser about your situation.