Dealing with Grievances at Work: A Guide for Employers under UK Employment Law

Handling grievances at work is a crucial part of maintaining a positive and productive workplace. In the UK, dealing with these issues appropriately is not only a matter of good practice but also a legal requirement. Here’s a comprehensive guide to help you navigate the process in line with UK employment law.

Understanding Grievances

A grievance is a formal complaint raised by an employee about any aspect of their work, such as working conditions, relationships with colleagues, or how they’ve been treated by management.

Addressing grievances promptly and fairly is essential to prevent escalation and potential legal issues.

Legal Framework

Under the Employment Act 2002, UK employers are required to have a formal grievance procedure in place. This procedure should be outlined in the employee handbook or contract of employment. The Advisory, Conciliation and Arbitration Service (ACAS) provides a Code of Practice that, while not legally binding, is taken into account by Employment Tribunals when considering relevant cases.

The Grievance Procedure

  1. Informal Resolution
    Before jumping to formal procedures, encourage employees to resolve minor issues informally. This can involve a casual conversation with a line manager or a colleague. Often, this approach can quickly and effectively address the problem.
  2. Formal Grievance Submission
    If informal resolution isn’t possible, the employee should submit a formal grievance. This is usually done in writing, detailing the nature of the complaint. The employer should acknowledge receipt of this grievance promptly.
  3. Investigation
    An impartial investigator should be appointed to look into the grievance. This person might be a manager or an HR professional, but should not be directly involved in the issue. The investigation should be thorough, fair, and confidential, involving interviews with the complainant, any witnesses, and the individual(s) the grievance is against.
  4. Grievance Meeting
    The employer should arrange a formal meeting with the employee to discuss the grievance. The employee has the right to be accompanied by a colleague or a trade union representative. During this meeting, the employee should be allowed to explain their grievance and provide any supporting evidence.
  5. Decision and Response
    After considering all the evidence, the employer must make a decision and inform the employee in writing. This response should include details of any action to be taken and the rationale behind the decision. If the grievance is upheld, appropriate measures should be implemented to resolve the issue.
  6. Appeal Process
    If the employee is not satisfied with the outcome, they have the right to appeal. The appeal should be heard by a different manager or an external mediator to ensure impartiality. The appeal process follows similar steps: a meeting, an investigation if necessary, and a final decision.

Best Practices for Employers

  • Clear Policies: Ensure that your grievance procedure is clearly documented and easily accessible to all employees.
  • Training: Provide training for managers and HR personnel on how to handle grievances effectively but sensitively.
  • Confidentiality: Maintain strict confidentiality throughout the process to protect the privacy of all parties involved.
  • Timeliness: Address grievances promptly to prevent issues from escalating.
  • Documentation: Keep detailed records of all grievances, investigations, meetings, and decisions to protect your organisation in case of legal proceedings.

Handling grievances effectively is essential for fostering a positive workplace environment and maintaining legal compliance. By following a structured and fair grievance procedure, employers can address employee concerns constructively, enhance workplace morale, and mitigate the risk of disputes escalating to Employment Tribunals.

Remember, dealing with grievances isn’t just about resolving individual complaints; it’s about building a culture of trust and open communication in your organisation.

By doing so, you’ll not only comply with UK employment law but also create a more engaged and productive workforce.


As with all our articles, content is provided as general advice only. You must not rely on the information on this website as an alternative to legal advice from your solicitor or other professional legal services provider.  If you have any specific questions about any legal matter you should consult a professional legal services provider.  You should never delay seeking legal advice, disregard legal advice, or commence or discontinue any legal action because of information on this website.


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