Understanding the Grievance Procedure: A Step-by-Step Guide for Employees

A grievance procedure is a formal process that allows employees to report workplace issues or complaints to their employer. That issue could relate to treatment at work, a manager’s behaviour, pay, workload, discrimination, bullying, or something that simply doesn’t feel right.

Most employers have their own grievance procedure. If an employer has a grievance procedure, it should be documented, readily accessible to employees, and aligned with the Acas Code of Practice as a minimum standard. If an employer does not have a set procedure, they are still expected to follow the Acas Code on disciplinary and grievance procedures.

In some situations, mediation may also be an option. This involves an independent mediator, either an internal or external person, who helps both sides resolve the issue. Mediation must be agreed upon by all parties involved, and the employee typically covers

the cost of the external mediation.

This guide breaks the grievance procedure down step by step. It’s designed to remove confusion, show you where to start, and help you understand your rights at every stage.

Step 1: Informally Raise a Grievance

Before raising a formal grievance, it’s usually best to try resolving the issue informally. This often means having a calm, private conversation with your line manager or supervisor. Many workplace problems can be resolved at this stage without the need for formal paperwork.

When speaking with your manager, keep it simple and factual. Explain what has happened, when it happened, and why it’s a problem for you. It’s also important to explain the impact, whether that’s on your work, your wellbeing, or your ability to do your job properly. This isn’t about making accusations; it’s about giving your employer the chance to understand and address the issue early.

Step 2: Raise a Formal Grievance

If an issue at work hasn’t been resolved informally, the next step is to raise a formal grievance. This involves putting your complaint in writing so your employer can address it under their official grievance procedure. While it may feel uncomfortable, raising a formal grievance creates a clear record and ensures your concerns are taken seriously and handled correctly.

How to Raise a Formal Grievance?

1. Know Your Employer’s Grievance Procedure

Before you submit your grievance, take time to review your employer’s grievance procedure, usually found in the staff handbook, HR policies, or internal systems. A typical grievance procedure will set out:

• Who you should raise the grievance with, such as HR, your line manager, or a senior manager

• How to submit your grievance, usually in writing

• When a grievance meeting will be arranged if the issue is not resolved informally

• The expected timeframes for each stage of the process

• How the employer will investigate the issue and gather information

• Your right to appeal the outcome of the grievance

• Your right to be accompanied at grievance meetings by a colleague or trade union representative

• What will happen if a grievance is raised during an ongoing disciplinary process

Understanding these points upfront helps you approach the grievance process with clarity and confidence, ensuring your employer follows the correct steps from start to finish.

2. Write to Your Employer

A formal grievance should always be submitted in writing to ensure there is a clear record of your concerns. Your grievance letter should clearly explain the issue you are raising, including what happened, when it occurred, and who was involved. Maintain a factual and professional tone rather than emotional, and explain how the situation has affected you at work or personally. Where appropriate, you should also include the outcome you are seeking, such as a change in behaviour, further investigation, or another reasonable resolution.

What Employee Rights You Should Know When Raising a Grievance?

When you raise a grievance, your employer must handle it fairly and reasonably. This includes gathering information from all relevant sides and considering all evidence before taking any further action, including disciplinary steps.

Your grievance should also be treated as confidential, shared only with those directly involved in handling the issue. While confidentiality can’t always be absolute, unnecessary disclosure should be avoided. Knowing these rights helps you raise concerns confidently and without fear of being treated unfairly.

Step 3: The Grievance Meeting

A grievance meeting is a formal discussion between you and your employer about the issues you’ve raised. The purpose is to understand your concerns fully, allow you to explain your situation, and discuss how the employer might resolve the problem. The meeting usually involves you, your manager or an independent manager, an HR representative, and possibly your companion if you choose to bring one.

How Should You Prepare for the Grievance Meeting?

Preparation is essential to making the most of your grievance meeting. Start by reviewing your grievance letter so you are clear on the points you raised. Gather any relevant documents that support your complaint, such as emails, messages, records, policies, or timelines. It can also help to make brief notes of the key points you want to raise, so nothing is forgotten during the discussion. If witnesses are relevant, be prepared to explain who they are and why their testimony is important. Being well prepared helps you stay focused, confident, and clear throughout the meeting.

Employee’s Right to Be Accompanied During the Grievance Meeting

By law, employees and workers have the right to be accompanied at a grievance meeting. Your companion can be a work colleague, a trade union representative, or, in some cases, another person permitted under your employment contract, such as a partner or legal representative. If you wish to bring a companion, make a reasonable request to your employer in advance. Your employer must allow your companion enough time to prepare for the meeting, including reviewing any relevant documents. This right is designed to support you and help you feel more confident during the process, rather than causing confrontation.

 

What Can You Expect During the Grievance Meeting?

A grievance meeting is a formal discussion where your employer considers the concerns you have raised and gathers information to understand the situation fully. During the meeting, you will have the opportunity to explain what has happened, how it has affected you, and what outcome you are seeking. Your employer should handle the meeting fairly, professionally, and without bias, and use it as part of their investigation before reaching a decision on your grievance.

What should you expect from your employer during the grievance meeting?

During a grievance meeting, the employer should give you a fair opportunity to explain your concerns and consider the issues you have raised. The meeting is part of the employer’s investigation and allows them to understand what has happened, how it has affected you, and what outcome you are seeking. It should be conducted in a reasonable and respectful way.

You can expect your employer to:

• Allow you to explain your side of the situation in full

• Give you the opportunity to express how the issue has made you feel

• Listen to and respond to any questions you raise

• Consider any evidence you provide, such as documents or messages

• Ask for details of any witnesses they may need to contact

• Summarise the main points at the end of the meeting

What Should You Do During the Grievance Meeting?

During a grievance meeting, it’s important to stay calm, focused, and professional. You should:

• Clearly explain your side of the story, sticking to facts rather than assumptions or emotions

• Present any evidence or documents that support your grievance

• Answer questions honestly and provide clarification when needed

• Ask questions if anything is unclear or if you need more information

• Take notes to keep track of key points discussed

• Suggest any relevant witnesses the employer should contact

• Remain respectful and avoid interrupting others

What Can Your Companion Do During the Grievance Meeting?

During a grievance meeting, your chosen companion, whether a colleague or union representative, can provide essential support. They can:

• Attend the meeting with you and take notes.

• Listen carefully to what’s discussed and offer moral support.

• Ask for clarification if something is unclear.

• Speak on your behalf to present your case, but only with your agreement.

• Help you stay calm and focused, ensuring your points are clearly communicated.

Having a companion by your side can make the process less intimidating and help you feel more confident.

Step 4: Investigation

After raising a grievance, your employer will investigate to gather all relevant facts. This is usually done by someone impartial who wasn’t involved in the issue. During this stage, you can contribute by:

• Providing clear details of your concerns and supporting documents.

• Highlighting key witnesses who can back up your account.

• Clarifying any points raised during the investigation.

• Responding promptly to questions or requests for information.

A thorough and fair investigation ensures decisions are based on facts, helping the process remain transparent and balanced.

Step 5: At the End of the Grievance Meeting

At the end of a grievance meeting, employees can expect their employer to:

• Provide copies of the meeting notes and any records taken.

• Ask you to review and confirm that the notes accurately reflect what was discussed.

• Explain when a decision is likely to be made, following the organisation’s grievance policy.

• Give reasons and an estimated timeline if further investigation causes delays.

• Inform you if any details need to be withheld, for example, to protect witnesses of confidential information.

  
  

Having this clarity ensures the process is transparent, fair, and keeps you informed at every step.

Step 6: The Grievance Outcome

The grievance outcome is based on the findings of the investigation and the evidence collected during the process. Your employer should carefully consider all the information, including your account, any witness statements, and relevant documents, before reaching a decision. Once a conclusion is made, it should be communicated to you as soon as possible, and typically in writing through a letter or email. The written outcome should clearly explain the decision, the reasons behind it, and any next steps, helping you understand how your grievance has been resolved and ensuring transparency in the process.

Do You Have the Right to Appeal If the Grievance Is Not Upheld?

If you disagree with the outcome of your grievance, you have the right to appeal. The appeal process should be clearly explained in your outcome letter, including how to submit it and the timeframe for doing so. Appeals are usually reviewed by a manager or senior staff member who wasn’t involved in the original decision, ensuring fairness and impartiality. This is your opportunity to challenge the outcome if you believe it was unfair, incomplete, or based on incorrect information. Providing additional evidence or clarification can strengthen your appeal and ensure your concerns are fully considered.

Step 7: After the Grievance

Once the grievance procedure is complete, your employer should provide you with a copy of the outcome and keep a record of the process. Both you and your employer need to retain these records for future reference. If you feel your grievance hasn’t been resolved satisfactorily, you may have options to take the matter further. This could include requesting a further internal review or, in some cases, making a claim to an employment tribunal. Understanding your rights and maintaining clear records helps ensure you can pursue the appropriate next steps with confidence.

Final Thoughts

A grievance procedure is a formal way for employees to raise concerns and ensure their issues are addressed fairly. Understanding the process from informal discussions to submitting a formal grievance, attending meetings, and receiving an outcome helps you feel confident and in control. Raising concerns is a normal, healthy part of a supportive workplace, and doing so constructively can lead to positive change. Keeping clear records, communicating openly, and following the correct steps protect your rights and strengthen your case. If you need guidance or support, seek advice from a trusted colleague or an HR consultant, such as GHR Source.

About the Author

Lyndon Gainham

Lyndon Gainham is the co-founder of GHR Source, a best-selling author, entrepreneur, and HR expert with over 30 years’ experience in top financial institutions, including the Bank of England and Barclays. He helps clients solve workplace challenges with creative, bespoke solutions and encourages them to build extraordinary lives. A Fellow of the Chartered Institute of Personnel Development, Lyndon enjoys hiking, exploring Byzantine art, and sampling England’s finest country ciders.