An Employee Has Raised a Grievance: What Should You Do First?
Updated: 3 days ago
A grievance can arrive just as an employer is juggling everything else. It might concern a manager, pay, workload, bullying or a decision the employee feels was unfair. Your first response matters: it sets the tone for whether the employee feels heard and whether you can establish what happened.
Acknowledge it promptly
Thank the employee for raising the concern, confirm that you have received it and explain who will handle it. Avoid promising an outcome before the facts are known. Check your grievance policy and identify any immediate welfare or safeguarding concerns that need attention while the matter is considered.
Decide who should handle it
If the grievance concerns the employee’s manager, that manager should not simply investigate their own conduct. Choose someone who can approach the issue fairly. In a small organisation, this may mean bringing in independent HR support when internal relationships make impartiality difficult.
Establish the facts
Clarify exactly what the employee says happened, when it happened, who was involved and what outcome they are seeking. Gather relevant documents and speak to those who may have information. Keep an open mind and give people a fair opportunity to respond. Make clear notes and limit access to personal information.
Hold the grievance meeting
Arrange a meeting without unreasonable delay and give the employee enough time to prepare. Listen carefully, ask questions and avoid debating the complaint as though a decision has already been made. Where the statutory right to be accompanied applies, honour it.
Explain the decision and next steps
Consider the evidence, your policies and how similar situations have been handled. Communicate the outcome in writing, including any appropriate action and the employee’s opportunity to appeal. You may not be able to share confidential action concerning another employee; explain that boundary respectfully.
The human side still matters
A fair procedure is essential, but the way people are spoken to matters too. A calm, approachable conversation can reveal context that a written complaint alone may miss. Keep in touch during the process, especially if it takes longer than expected, and check how the working relationship can be repaired afterwards.
If a grievance has landed and you are unsure who should investigate or what to do first, The HFactor can help. Led by Karen Lewis Chartered FCIPD, we provide flexible HR support for one day, one project or ongoing needs. Tell us what has happened and book a free initial HR Risk Check at https://www.the-hfactor.com/contact.
Further reading: Acas, Grievance procedure step by step — https://www.acas.org.uk/grievance-procedure-step-by-step
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