How to set up a grievance procedure
Checklist
- Produce a simple written procedure for employees - written complaint; face-to-face interview; appeal - this should comply with the Acas Code of Practice
- Give the name or job title of the person employees should contact in the case of a grievance in the written terms of employment.
- Encourage employees to handle grievances informally - without triggering your formal grievance procedure if possible - but to take them further if necessary.
- Tell employees they must present a written grievance to their immediate supervisor as the first step of a formal complaint.
- Arrange a face-to-face meeting to discuss the complaint in every case; allow the employee at least three working days' notice to prepare their case.
- Ensure you respond to any grievance in writing where it is not possible to meet the employee face-to-face (for example, where the employee has already left).
- Stress the importance of addressing grievances and trying to analyse the root cause of apparently trivial grievances.
- Decide whether you want to involve an external adviser or body, such as Acas, for grievances which cannot be handled internally.
- Set rules for handling special cases: for example, if the grievance relates to the supervisor, or is particularly sensitive (eg discrimination).
- Set a procedure for addressing collective grievances (eg through a recognised trade union).
- Set a time limit for producing a written response to any grievance.
- Provide for confidential interviews, if necessary, particularly where grievances relate to other employees; clarify the right to be accompanied to the interview (eg by a union representative).
- If grievances arise in connection with a disciplinary issue, hear them as part of the disciplinary appeal; otherwise keep disciplining separate.
- Encourage employees to raise legitimate grievances; reassure them that it will be kept confidential and that they will not be victimised as a result.
- Train managers to discuss grievances openly, calmly and fairly, and to make considered decisions.
- Explain that the employee has the right to appeal; if possible any appeal should be heard by someone senior who has not been involved in the initial hearing.
- Keep simple, confidential records.
Cardinal rules
Do:
- encourage informal resolution where possible
- ensure your procedures comply with the Acas Code of Practice
- identify special cases
- respond quickly to any grievance
- train managers and supervisors to handle grievances
- treat grievances confidentially
Don't:
- ignore grievances, no matter how trivial they seem
- take grievances as personal criticism
- victimise employees who raise legitimate grievances
Contact
- Acas, 08457 47 47 47
