Grievance Process at Work

Before raising a formal grievance, the Acas Code of Practice recommends attempting to resolve the matter informally. This usually means speaking directly to your manager, or to your manager's manager if your manager is the subject of the complaint. Many workplace issues can be resolved through a calm, direct conversation without the need for formal procedures.

Keep a record of any informal steps you take — note the date, who you spoke to, what was discussed, and any outcome or undertaking given. This is important for two reasons:

• It demonstrates good faith if the matter escalates to a formal process or tribunal
• It creates a clear timeline of events that supports your account

If informal resolution fails, or if the issue is too serious to address informally (for example, allegations of harassment or discrimination), you should proceed directly to a formal written grievance.

Your grievance should be submitted in writing to your employer (usually to HR or your line manager's manager). Clearly state:

• The nature of your grievance — what happened, when, and who was involved
• The impact the issue has had on you
• The outcome you are seeking (e.g. an apology, a change in working practice, back-payment of wages)
• Any evidence you are relying on (attaching copies if relevant)

Keep the tone professional and factual. Avoid exaggerating or including irrelevant personal attacks, as this can undermine your credibility. Date the letter and retain a copy.

Your employer should acknowledge receipt of your grievance without unreasonable delay and invite you to a hearing to discuss the matter. Under the Acas Code, this should happen within a reasonable time — in practice, employers typically aim for within two weeks.

At the grievance hearing, you have the right to be accompanied by a trade union representative or a fellow employee. You must make this request in advance if you want to exercise the right. Your companion can speak on your behalf, address the hearing, and confer with you — but cannot answer questions directed to you.

Prepare for the hearing by:

• Gathering documentary evidence (emails, messages, records of incidents with dates)
• Noting the names of any witnesses who can support your account
• Preparing a clear, chronological summary of events
• Thinking about the outcome or remedy you are seeking

The employer should investigate your grievance before or during the hearing process, which may include interviewing witnesses or reviewing documents. After the hearing, the employer should notify you of their decision in writing, along with their reasoning.

Following the hearing, your employer must provide a written response to your grievance setting out their findings and any action they intend to take. If you are unhappy with the outcome, you have the right to appeal. Your appeal should ideally be heard by a more senior manager who was not involved in the original grievance.

If your employer has failed to follow a reasonable procedure, or if you remain dissatisfied after exhausting the internal process, you may then consider whether to escalate to:

• An Employment Tribunal — for example, if the grievance relates to unlawful discrimination, deduction from wages, or dismissal
• Acas Early Conciliation — as a precursor to any tribunal claim
• A relevant regulator or ombudsman — for example, if the issue involves workplace safety (HSE) or data protection (ICO)

Note: employment tribunals will scrutinise whether you followed the internal grievance process. Unreasonable failure to raise a grievance can reduce any compensation award by up to 25%.