How to Handle Workplace Grievances Fair and Legally

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Workplace grievances are an inevitable part of running a business. Whether they relate to working conditions, relationships, discrimination, or management decisions, employers are legally obligated to handle grievances fairly, consistently and in line with the ACAS Code of Practice. 

Getting it wrong can lead to costly disputes, reputational damage and tribunal claims. On the flipside, getting it right builds trust, transparency and a much healthier workplace culture. 

Our latest blog provides the key steps employers should follow to manage grievances lawfully and effectively. 

What counts as a grievance? 

A grievance is any concern, problem, or complaint an employee raises with their employer.  

Examples include: 

• Bullying or harassment 

• Pay disputes 

• Unsafe working conditions 

• Discrimination 

• Changes to duties or hours 

• Breakdown in working relationships 

Grievances can be raised formally or informally, but employers need to be prepared to respond to both. 

Can the grievance be resolved informally? 

Not every workplace issue needs a formal resolution, sometimes a simple chat can resolve an issue quickly.  

We would recommend listening carefully, avoid being defensive and look for practical solutions. If the issue can’t be resolved informally, the employee can request taking the process to the next stage with a formal grievance. 

The next steps for a formal grievance 

Once a grievance has been submitted in writing, employers should acknowledge it, explain the next steps to the employee and provide them with a copy of the grievance procedure. Timing is key, with a meeting arranged promptly, which shows you are taking the issue seriously. 

How to hold a fair grievance meeting 

This meeting allows the employee to explain concern in detail. 

Employers need to: 

• Allow the employee to be accompanied 

• Ask open, neutral questions 

• Avoid assumptions 

• Keep detailed notes 

• Remain impartial 

Remember, this isn’t a disciplinary, you’re merely establishing the facts. 

Conducting a thorough investigation 

Depending on the specific nature of the grievance, a thorough investigation may be required. 

This could mean interviewing witnesses, reviewing documents or emails, examining policies and looking at timelines. 

Where possible, the investigator should be someone not involved in the issue, to ensure impartiality. 

How should the outcome be communicated? 

After all the evidence is considered, employers need to provide a written outcome. 

This will summarise the findings, explain the decision being taken and outline any actions being taken. The document will also confirm the employee’s right to appeal.  

Manage the appeal fairly 

If the employee appeals, the review should be handled by someone has not been involved previously. The appeals process needs to mirror the fairness and structure of the original investigation. 

Support with Employment Law  

If you need supporting managing a grievance or reviewing your procedures, Bowcock & Pursaill’s employment law specialist Clare Thomas is here to help. Email Clare today on ct@bowcockpursaill.co.uk.  

Remember, having a clear, consistent process helps prevent escalation, protects employee wellbeing, and reduces the risk of tribunal claims.