Why is it important to have a formal grievance policy?

A well-defined grievance policy is essential because it ensures that employees feel heard, valued, and respected, and that their concerns are taken seriously. It can also help to prevent conflicts from escalating into more serious issues that could affect overall employee morale and productivity. Here are five main reasons why it’s so important: 

• Ensures fairness and consistency
• Protects the rights of employees
• Maintains a positive work environment
• Ensures legal compliance
• Protects against legal implications

What are the procedures involved in complaint handling?

Grievance policies can vary depending on the organisation and the nature of the complaint. However, here are some steps that are typically involved in the complaint handling process:

1. Receiving the complaint

The first step is for the employee to raise the concern with their direct supervisor or HR department. The employee should provide a clear and detailed explanation of the problem, including any relevant facts or evidence.

Generally, it is recommended that the employee outlines their concern  in writing using a form so that there is a clear record of it. Most grievance policies will also require that employees submit a complaint within a specific timeframe after the event. 

2. Investigating the complaint

Once the employer has been made aware of the problem, it is good practice to conduct a thorough investigation to gather as much information as possible about the situation. 

This may involve interviews with the employee, the coworker involved, and other relevant parties, as well as any other pertinent information they need to address the issue properly.

3. Evaluating the concern

Once the investigation is complete, the organisation should evaluate the complaint to determine whether it has merit. This may involve comparing the facts of the case to the organisation’s policies and procedures, as well as any relevant laws or regulations.

4. Resolving the problem

If the complaint is determined to have merit, you will have to take the necessary steps to resolve the issue. This may involve a range of actions, such as issuing a formal warning letter, mediating through a meeting, or taking disciplinary action against the other parties involved.

It is often a HR professional who manages complaint processes, and ensures that the matters discussed are kept confidential. They should explain to all the parties involved that the grievances can be resolved if they are open and willing to explore all the solutions available. They should also encourage feedback and suggestions from all parties to reach an ideal resolution.

5. Communicating the decision

Once the complaint has been resolved, you can then communicate the decision to the aggrieved employee in writing. This can include an explanation of the decision, how you arrived at that decision, any actions that will be taken as a result of the grievance, and any options for appeal or further review.

Tips for employers handling grievances in the workplace

Dealing with concerns, and following workplace procedures is complicated, particularly when multiple parties are involved. Here are some tips that can help you better handle grievances in the workplace:

1. Act promptly

Time is of the essence when a complaint is filed. Employers should act promptly in response, to show that you take your employee concerns seriously. Delaying any action could make the situation worse and could lead to increased frustration or dissatisfaction. 

2. Appoint a well-trained professional

The ‘grievance handler’ is the main point of contact for the aggrieved employee and also the main mediator overseeing the entire resolution process. Due to this, it is essential that they are well-trained in resolving disputes. Qualities you should look for when selecting a professional to deal with complaints are:

• Problem solving skills
• Open minded
• Calm
• Empathetic 

Ultimately, the selected member of staff needs to remain polite, impartial and professional throughout the entire process. 

3. Address the root of the issue

Is there a deeper, underlying issue that led to the complaint? 

 It’s vital that you investigate thoroughly and address the root problem, rather than arrive at an easy solution just to placate the aggrieved employee.

If there are structural or cultural changes that need to be made internally within the company, this is the best time to do so. Addressing the underlying problem can help prevent similar problems from arising in the future, and improve overall employee satisfaction.

4. Document the entire process

As always, honesty and transparency is key. Documenting the entire grievance policy process, including any actions taken and decisions made, can help to demonstrate that the process was fair and impartial, and can be used as a reference in the future.

Handling workplace complaints with Employment Hero

Dispute resolution can be a delicate task, as the issues involved are often personal and emotional. If it involves workplace misconduct, bullying or sexual harassment, it can get very complicated.

That’s exactly why workplace policies are so important, and Employment Hero has you covered. 

Our software is the world’s first Employment OS (operating system), that is built to flex with your business. Offering everything you need, from finding and hiring top talent to onboarding new hires, automating complex payroll and driving employee engagement, all backed by UK-based support.  Spend less time on admin, and more time on what matters – your people.

If you want more advice about how to put in place a grievance policy, talk to one of our HR Advisory specialists! 

Download the factsheet now.