1. Introduction
1.1. A ‘grievance’ is an issue or problem with something at work. If you are having a problem at work or wish to raise a complaint, then you should use the process set out in this Policy to do so. We want to make sure that you feel comfortable to raise with us any problems you may have.
1.2. This Policy:
Sets out the informal and formal processes that can be followed when raising a grievance
Explains what we will do if we receive a formal grievance
Explains how grievance meetings operate
Sets out how we will deal with tricky situations like related grievances and grievances raised during a disciplinary process
Explains the role of the person hearing the grievance
Explains the role of Mediation
1.3 Please note that this Policy does not form part of your contract of employment. We reserve the right to amend or remove this Policy.
1.4 This Policy should be read alongside our Harassment and Bullying Policy.
1.5 This Policy applies to all employees. It does not apply before your employment starts. If your employment has ended, we may refuse to investigate any grievance, or we may use a different procedure.
2. What we will do if we receive a formal grievance
2.1 If we receive a formal grievance from you we will:
Follow a full and fair procedure
Investigate all matters raised
Act promptly
Keep you regularly updated with the status of the grievance investigation
Be mindful of the impact of the grievance and the grievance process on your wellbeing
Not treat you unfavourably for having raised a grievance
Retain all documentation collected as part of the grievance process securely, in accordance with our Data Protection Policy
3. The informal grievance process
3.1 If you have an issue or complaint, before doing anything else, you should approach your line manager, as most grievances can be resolved informally. If your grievance involves your line manager ‒ or there is some other reason you don’t want to raise it with them ‒ you should instead tell a Director. If your grievance is about a Director you should approach the other Director.
3.2 You do not have to put anything in writing. The issue can be discussed verbally if you prefer.
3.3 If this informal approach does not solve your problem, or you do not want to first raise the matter informally, you can use the formal procedure.
4. The formal grievance process
We follow a three-stage process when dealing with formal grievances.
4.1 Stage 1: Submission of a written grievance
Put your grievance in writing and send it to a Director. Your letter/email should include the following:
What your complaint is – please provide as much specific information as possible.
Any evidence you have to support your grievance – this can be sent as an accompanying file if necessary.
What outcome you are hoping to achieve from the grievance process ‒ this is particularly important, as if we don’t know what you want, we can’t help you achieve it.
We will confirm receipt of your grievance promptly. We will then investigate the complaint you have raised. How we do this will depend on the nature of your grievance. For example, it may involve a review of documents or it may involve interviewing others involved in the complaint. You must cooperate with our investigation.
4.2 Stage 2: Grievance hearing
We will invite you to a grievance hearing to discuss your grievance. We will usually do this within ten working days of receiving your grievance, although the process may take longer if the complaint is complex. We aim to act without unreasonable delay throughout the grievance process.
You have the right to be accompanied at this meeting by a work colleague or trade union representative (see section 5 for more details).
If you or your chosen companion are unable to attend the meeting at the time arranged, then you should let us know without delay and we will organise an alternative date and time. Unless there is a good reason, we are unlikely to rearrange a meeting more than once. If you do not attend a grievance meeting that we have set up (or rearranged) for you, and you do not give us a good reason, we may treat the grievance as withdrawn by you.
At the meeting, the person we appoint as our appointed grievance officer (see below) will discuss your grievance with you, including any desired outcome. We may record the meeting. If we propose to do so, we will let you know in advance.
You may record the meeting yourself, but please tell us you plan to do so. If you record the meeting covertly, we will normally regard that as serious misconduct.
After the meeting, we will complete our investigation. Sometimes, this will involve looking at documents or interviewing other people. We may ask you for more information or for another meeting. We may conclude that there is no need for any further investigation.
We will tell you of the outcome of your grievance in writing.
4.3 Stage 3: Appeal
You have the right to appeal any finding we make in relation to your grievance. Any appeal should be submitted in writing within five working days of receiving the grievance outcome letter. In your appeal letter, you should explain clearly why you are appealing and provide us with any additional evidence you would like us to consider as part of your appeal.
We will appoint a person to deal with your appeal. An appeal hearing will be held with you. We usually aim to arrange an appeal hearing within two weeks of the submission of your appeal. You have the right to be accompanied at the appeal hearing by a work colleague or trade union representative (see section 5).
Following the appeal meeting, we will carry out any additional investigation which we feel is required. Our final decision will be sent to you in writing. We will try to do this within two weeks of the appeal hearing. You do not have any further right of appeal, and this marks the end of the grievance process.
5. The right to be accompanied
5.1 You are entitled to be accompanied by a colleague or trade union representative at any grievance or grievance appeal meeting called under this Policy.
5.2 If you want to exercise this right, you should tell us as soon as possible who you want to accompany you. It is your responsibility to arrange for them to attend. If you choose a work colleague, we will not stop them from attending, but we may rearrange the meeting if their absence from work would cause operational problems.
5.3 Your colleague or trade union representative can, if you’d like them to, explain the key points of your grievance at the meeting and you can confer with them during the meetings. However, they must not answer questions put directly to you or try to stop us from asking questions or outlining our views.
6. Grievance and grievance appeal officers
6.1 When we receive a formal grievance from you, we will appoint a grievance officer from the business to investigate and hear the grievance and communicate the outcome with you.
6.2 If you appeal the outcome of a formal grievance, then we will appoint a grievance appeal officer to handle it. Their role will be reviewing the background, undertaking any further investigation, if necessary, holding a grievance appeal hearing with you and communicating the outcome of your grievance appeal.
7. Mediation
7.1 Depending on the subject matter of the grievance, we may consider offering mediation to resolve it.
7.2 Mediation involves an independent, impartial person working with both sides to find a solution. It can help to diffuse tension and avoid issues escalating.
7.3 We are not obliged to offer mediation, and it is an option which we will only look into with your agreement.
8. Competing or related grievances
8.1 Where we receive competing grievances, we will usually follow the full formal process set out above in relation to both. We will not prioritise one over the other. We will keep all information confidential and separate in relation to the two processes.
8.2 Where grievances cover similar or related subjects, we may approach all those involved to seek to agree that the grievances can be joined and a joint meeting held to discuss them. However, this would require the agreement of each person involved. Each person has the right to follow the full process individually if they wish to.
9. Grievances raised during a disciplinary or performance management process
9.1. Our approach is driven by the fact that we do not normally want a grievance to delay (or even derail) an ongoing disciplinary or performance management process.
9.2. Where a grievance is raised whilst a disciplinary or performance management process is in progress, we may choose any of these three options:
Pause the existing process whilst we investigate the grievance
Deal with the existing process at the same time as the grievance, as part of the same overall process
Deal with the existing process at the same time as the grievance but run two independent processes concurrently
9.3. When making our decision on this, we will take into account the most appropriate course of action in each case in our opinion and the need to act without delay.