Grievance Policy & Procedure template

2. Policy statement

{{org.name}} wants problems raised early, heard properly, and fixed where they can be. We follow the ACAS Code of Practice at every formal stage, deal with grievances without unreasonable delay, and keep them as confidential as a fair investigation allows.

No one suffers any detriment for raising a genuine grievance, whatever the outcome.

3. Informal resolution

Most concerns are best resolved quickly and informally. Raise the issue with your line manager first — in person where possible — and give them a chance to put it right. If the concern is about your line manager, go to [alternative name/role] instead.

The manager should hear the concern properly, agree any actions, and note the conversation in [system/location]. If informal resolution fails or the issue is too serious for it, move to the formal procedure.

4. Raising a formal grievance

1. 1Put the grievance in writing to [name/role]. If it concerns that person, send it to [alternative name/role] instead.
2. 2State what happened, when, who was involved, what informal steps have already been tried, and what outcome you are seeking.
3. 3Attach or list any evidence — messages, documents, dates of incidents, names of witnesses.
4. 4{{org.name}} acknowledges the grievance within [number] working days and names the manager who will hear it.

5. The grievance meeting

1. 1Hold the meeting without unreasonable delay — our target is within [number] working days of the written grievance.
2. 2Remind the employee they may be accompanied by a colleague or a trade union representative.
3. 3Let the employee explain the grievance fully and say how they think it should be resolved, then ask questions to understand it properly.
4. 4Adjourn to investigate where facts are disputed — speak to witnesses, review documents — and reconvene if the investigation changes the picture.
5. 5Keep a confidential written record of the meeting and any investigation.

6. Outcome and appeal

The manager hearing the grievance gives the decision in writing within [number] working days of the final meeting, stating what was decided, why, and what actions will follow, with an owner and a date for each.

If the employee is not satisfied, they may appeal in writing to [senior name/role] within [number] working days, stating why. The appeal is heard without unreasonable delay by someone senior to, and where possible not previously involved in, the original decision. The appeal outcome is confirmed in writing and is final.

7. Special situations

• Grievance raised during a disciplinary process: the two may run concurrently where they are related, or the disciplinary process may be paused briefly — [name/role] decides and tells the employee which.
• Grievances involving several employees about the same issue are handled together with a single response, with each employee retaining their own right of appeal.
• Mediation by a trained internal or external mediator may be offered at any stage where both parties agree — it often repairs working relationships better than a formal finding.
• Grievances from former employees are handled at {{org.name}}'s discretion: [state your approach, e.g. a written response from [role] without a meeting].

8. Records and review

Grievance letters, meeting notes, investigation records, outcomes, and appeal decisions are stored confidentially in [system/location] and retained in line with our data retention policy, separate from day-to-day personnel records.

This policy is reviewed [frequency, e.g. annually] and after any grievance that exposes a gap in it. Owner: [name/role]. Next review due: [date].