What to do when an employee raises a grievance
A grievance can feel personal, especially in a small team. How you respond in the first few days often matters more than the complaint itself. This guide sets out a sensible order to follow.
Acknowledge it properly
When an employee raises a concern in writing, reply promptly to confirm you have received it and will look into it. You do not have to agree with the complaint to take it seriously. A measured response signals fairness and often lowers the temperature.
Understand what is actually being raised
Read the grievance carefully and separate the facts from the feelings. If anything is unclear, ask the employee to confirm what outcome they are looking for. Knowing whether they want an apology, a change in process or a formal investigation helps you respond in proportion.
Decide how formal it needs to be
Some concerns can be settled with a short conversation. Others need a formal meeting, an investigation and a written outcome. Match the process to the seriousness of the issue and stay consistent, so similar grievances are handled in similar ways.
- Informal: a quick discussion and a note of what was agreed.
- Formal: a grievance meeting, the right to be accompanied, a decision and a right of appeal.
Keep a clear record
Note what was raised, what you did, who you spoke to and what you decided. You do not need pages of paperwork, just a clear record made at the time. If the matter is ever questioned later, this is what shows you acted reasonably.
Common mistakes to avoid
- Reacting defensively or dismissing the concern out of hand.
- Letting the process drift with no timescales.
- Handling a grievance about yourself without a second opinion.
- Failing to offer a right of appeal on a formal outcome.
When to get HR support
Most grievances can be handled in house. It is worth getting advice when the complaint is higher risk or harder to keep objective.
- The grievance is about you or another senior person.
- There are allegations of bullying, harassment or discrimination.
- A disciplinary issue is running alongside the grievance.
- You are unsure whether to treat it formally or informally.
Want your managers to handle situations like this with more confidence? See our HR training.
Last reviewed: 19 June 2026. Review before publishing References to fair process draw on the ACAS Code of Practice, which is updated from time to time.
This article is general guidance for employers. It is not a substitute for tailored HR or legal advice for your particular situation.
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Common questions
An employee does not always have to use the word grievance or put it in writing for you to take it seriously. If someone raises a genuine concern, deal with it properly rather than focusing on whether the right form was used.
No. Even if you disagree, you should still consider it and respond. Ignoring a concern tends to make it escalate and can undermine trust.
There is no single fixed deadline, but you should act without unreasonable delay. Acknowledge it quickly and set out a realistic timescale for looking into it.
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