1.  Understand What a Grievance is (and isn't)

A grievance is a formal concern or complaint raised by an employee. It can involve:

• Bullying or harassment
• Discrimination
• Unsafe working conditions
• Unfair treatment
• Conflicts with colleagues or managers

Not every complaint is a formal grievance. Encourage open communication to resolve smaller issues informally first—but always remain alert to signs that something more serious is brewing.

2.  Take Every Concern Seriously

Even if a grievance seems minor to you, it may be major to the employee. Brushing it off—or appearing dismissive—can escalate the situation quickly. Acknowledge it promptly and professionally. Show empathy without making promises or assumptions.

3.  Know the Procedure (And Follow It)

Familiarise yourself with your organisation’s formal grievance policy. Key steps typically include:

• Receiving the complaint
• Logging and acknowledging it 
• Initiating an investigation
• Gathering evidence and interviewing those involved
• Making a decision or recommending next steps
• Communicating the outcome clearly
• Documenting everything

Skipping steps—no matter how well-intentioned—can jeopardise fairness and create legal risk.

4.  Stay Neutral and Avoid Retaliation

As a manager, your role is not to take sides but to ensure a fair process. Avoid jumping to conclusions or discussing the issue with colleagues. Most importantly, never allow or tolerate any form of retaliation against someone who raises a grievance—even informally. Retaliation can lead to legal claims that are often more damaging than the original complaint.

5.  Protect Confidentiality

Only involve those who need to know. A breach of confidentiality not only destroys trust—it can expose the company to liability. Remind all parties to keep the matter private during and after the investigation.

6.  Investigate Thoroughly and Objectively

If the grievance requires a formal investigation, gather all relevant information impartially. This may include:

• Speaking to witnesses
• Reviewing documents or communications
• Consulting HR if needed

Keep records of all findings. If the matter is complex or sensitive, consider bringing in a neutral third party.

7.  Communicate the Outcome Clearly

Once a decision is reached, communicate it to the employee—ideally in person or via a video call, followed by a written summary. Be clear, respectful, and transparent about the reasoning behind any actions taken (or not taken). Manage expectations and explain any next steps.

8.  Follow Up and Monitor

Don’t consider the matter closed once a decision is made. Follow up with the employee to ensure the issue doesn’t resurface. This also demonstrates care and accountability—2 traits that inspire loyalty.

9.  Learn and Improve

Use each grievance as a chance to strengthen your leadership and your team’s culture. Were there early warning signs? Could something have been handled differently? Learning from grievances can help prevent future issues.

Why It Matters: The Commercial Risks

Poorly handled grievances don’t just affect individuals—they can cost the business:

• Legal exposure: Discrimination, harassment, and retaliation claims can lead to costly settlements or tribunal decisions.
• Reputation damage: One grievance poorly handled can go public and harm employer brand.
• Staff turnover: Unresolved issues drive good people out the door, increasing recruitment costs.
• Productivity loss: Toxicity, stress, and mistrust lower performance across the team.

Final Thought: Your Role is Bigger Than You Think

You’re not just a line manager—you’re the frontline of culture. How you respond to a grievance sets the tone for what’s acceptable in your team. A well-handled grievance shows integrity, strengthens trust, and protects the business.

When in doubt, pause and ask yourself: If I were in their shoes, what would I want this process to feel like?

We know that as a manager or business owner, you're wearing many hats—juggling day-to-day operations, growing the business, and leading your team. Staying on top of employment law changes and managing performance fairly and legally shouldn’t be another burden.

That’s where we come in. For our wonderful HR Pulse clients, we offer a suite of easy-to-use tools and resources that take the complexity out of people management. We keep you compliant, efficient, and focused on what matters most—running your business.

If you’re not yet one of our clients and want to learn how we can help you build a tailored people management solution, click the "GET IN TOUCH!" button above for more information!