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Help for small firms

Managing a complaint at work: A step-by-step guide

Managing a complaint at work - Step 2

Prepare for the grievance meeting

  • Plan a date, time and place for the meeting to hear the case. It should be held:
    • in private where there will not be interruptions
    • and, ideally, within five working days of receipt of the grievance in writing.
  • Write to the employee, giving them:
    • the arrangements for the meeting
    • the written evidence and witness statements from your investigation so there are no surprises at the meeting
    • And add they have rights to be accompanied at the meeting and to appeal, after the meeting, against the decision how the matter will be resolved.
  • Arrange for someone not involved in the case to take a note of the meeting and to act as a witness to what was said.
  • To ensure consistency in decision-making, check whether similar grievances have been raised before, how they were resolved, and any follow-up action that was necessary.
  • Consider arranging for an interpreter if the employee has difficulty speaking English.
  • Also, consider whether any reasonable adjustments are necessary for any person attending the meeting who is disabled.
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