Overcome staff complaints with confidence
Workplace grievances
Managing an employee grievance can be an incredibly time-consuming task. While some complaints may be addressed informally, others may call for a formal procedure. In some cases, grievances may escalate into a disciplinary process or uncover another issue.
No matter the nature of the grievance or degree of support required, we offer a full range of Employment Law and HR services to help you tackle these difficult situations confidently.
Helping you with
A UK grievance specialist that makes light of staff complaints
Respond to employee grievances the right way and prevent unnecessary strain on management time with our pragmatic Employment Law and HR support.
From setting up a grievance procedure to holding a hearing and managing appeals, we’re here to walk you through the process so that you can resolve issues quickly, compliantly and with minimum disruption to your business.
- Ensure best practice with advice from a dedicated team of Employment Law experts
- Set out your approach to employee complaints with a robust grievance policy
- Save time with bespoke document drafting and expert-created templates
- Not confident or time-poor? Let us conduct the investigation, hearing and appeal for you
- Protect against claims with our optional, FCA-regulated Legal Expenses Insurance
Reduce business exposure with expert HR grievance support
Dealing with an Employment Tribunal can be an incredibly unnerving and time-consuming process. Our team of specialist litigators can look after you, and your case, throughout the life of a claim.
Your dedicated adviser will deal with all the other parties, take care of correspondence, and draft all your documentation to relieve you of significant time pressures and offer peace of mind. If you safeguard yourself with Legal Expenses Insurance, we will liaise with the insurers directly on your behalf and keep them updated. We can advise you as to prospects of success based on our years of experience in defending claims brought against companies, and, where possible and appropriate, explore settlement and negotiate terms that are acceptable to you.
We’ll also liaise with Chambers to find and instruct a barrister who will represent you at the hearings, and work closely with them to ensure seamless representation throughout. We’ll do everything we can to advance your case and take the stress out of an already stressful situation.
What is a grievance in the workplace?
A grievance in the workplace is a formal complaint raised by an employee about something they feel is unfair, inappropriate or causing them difficulty at work. This might relate to their treatment by a colleague or manager, working conditions, bullying, discrimination, or how a particular decision or policy has been applied. While some issues can be sorted informally, employees have the right to raise a formal grievance if they feel their concern hasn’t been properly addressed.
Handling grievances fairly and consistently is essential. Not only does it show employees that their concerns are taken seriously, it also helps to reduce conflict, maintain trust, and protect the business from legal risk. Getting support from professionals can help ensure the situation is managed sensitively, thoroughly, and with confidence.
How to respond to a grievance raised by an employee
When an employee raises a grievance, it’s important to take it seriously and follow a fair, structured process:
- Start by acknowledging the complaint promptly and reviewing the details to understand the nature of the concern.
- Next, invite the employee to a formal meeting to discuss the issue, giving them the chance to explain their concerns in full.
- You’ll then need to investigate the matter thoroughly, gather relevant evidence, and speak to any witnesses if appropriate.
- Once the investigation is complete, communicate your decision clearly in writing and explain any actions you intend to take.
- The employee should also be given the right to appeal.
Getting this process right is essential for maintaining trust, resolving issues constructively, and protecting against legal claims. Mistakes – such as failing to investigate properly or handling the grievance inconsistently – can escalate tensions and lead to tribunal risks. That’s why many employers choose to work with HR or employment law professionals. Their support helps ensure the process is legally sound, clearly documented, and managed with the sensitivity and care these situations often require.
What is the purpose of a grievance policy?
The purpose of a grievance policy is to provide a clear, fair process for employees to raise concerns and have them addressed in a timely, structured way. It helps employers respond to issues such as unfair treatment, bullying, discrimination, or disputes over how policies are applied. A well-written policy sets expectations on how grievances should be raised and handled, and it ensures consistency across the business. Following a proper process can also help avoid misunderstandings and reduce the risk of escalation.
For employers, a robust grievance policy is more than just a document – it’s a tool for maintaining positive working relationships, demonstrating procedural fairness, and protecting against legal challenges. When grievances are managed poorly or ignored altogether, they can lead to low morale, increased absence, or even tribunal claims. That’s why it’s often helpful to get professional support when reviewing or applying your policy, especially in complex or sensitive situations. It gives you peace of mind that the process is sound, fair, and handled correctly from start to finish.
Explore our fixed-fee Employment Law support
Advice Line
Fast, pragmatic, commercial. Our Employment Law & HR advice line gives you and your managers access to truly unlimited advice on all of your people-related challenges, from the seemingly straightforward to the most complex.What sorts of things can you advise on?
HR matters come with the territory when you run a business or manage an organisation and we’re here to help you through it all. Whether you’re battling absenteeism, struggling to manage an underperforming employee or need help navigating a complicated exercise like redundancy, we can walk you through the steps required to handle the situation appropriately.
Is everything dealt with through one team?
Yes. All of our advisers are qualified legal professionals or on the road to formal qualification, which means a full range of employee issues can be dealt with within your dedicated three-person team. In the event that you’re presented with an Employment Tribunal claim, we will conduct a full handover to our Litigation Team so that they are well equipped to defend you.
Find out moreContracts and Handbooks
Whether you have nothing in place or just need an expert review, our Employment Law specialists can carefully craft your employment contracts and employee handbooks to guarantee compliance and provide the flexibility you need as an employer.What are the risks of not having the right contracts in place?
Failing to provide an employee with a contract could lead to additional compensation being awarded to an employee who successfully makes another sort of claim against their employer. In addition, a number of practical problems could be caused by having incorrect contracts, such as paying too little (or too much) notice, getting holiday entitlement wrong and failing to protect legitimate business interests in the face of an employee leaving for a competitor.
How often do HR policies need to be reviewed?
Whenever there are changes to UK employment legislation, such as the recent changes to bereavement leave or the Good Work Plan, it’s important to make sure your contracts, handbooks and policies are updated accordingly. We can take the pressure off by alerting you to any such changes and helping you to implement them in your documentation and practices.
Find out moreDrafting Letters and Documents
From the most straightforward warning for poor attendance to complex grievance outcome letters and everything in between, our Employment Law solicitors can draft all your employment documents to save you valuable time and stress.What sorts of documents can you draft?
Just about anything and everything you might need during the employment relationship. All of our advisers are qualified legal professionals or on the road to formal qualification, which means we can support you with a full spectrum of advice and documentation, from first written warnings to new contractual clauses, to a policy you might not have in your handbook, plus more complex legal documents like settlement agreements and redundancy outcome letters.
I’ve got a HR team and just want templates we can use. Do you have a resources bank?
Yes, our fixed-fee Employment Law and HR support includes full access to our Knowledge Hub, available through MyEW, which contains most of the templates we work from. If you have an internal HR team, you may prefer to access these and tailor them yourselves. However, for more complex cases, we would always suggest engaging with our legal advisers as it can be all too easy to word something in a way that leaves you exposed.
Find out moreeLearning
Tired of classroom training, or unable to take time out? Raise awareness of best-practice around workplace issues and prevent HR headaches with our flexible, cost-effective eLearning courses.
What types of courses are available?
Our ever-growing library of eLearning courses currently covers over 100 topics, including HR courses such as Equality & Diversity, Sexual Harassment and Social Media Use; soft skills courses such as Communication, Leadership and Change Management; and compliance courses such GDPR, Anti-Money Laundering and the Bribery Act. We also offer an extensive range of Health & Safety courses, including Accident Reporting, Risk Assessment and First Aid. Download the full course catalogue.
How much do the courses cost?
All of our eLearning courses are free for the first year when you purchase our Employment Law & HR or Health & Safety managed service. This means you’re not paying per head or per course, which not only keeps down but gives you complete cost certainty over your training expenses. This is particularly handy if your workforce is growing, as you won’t need to purchase extra licenses, giving you exceptional value for money.
Legal Expenses Insurance
An optional component of our Employment Law and HR support, by underpinning our advice with Legal Expenses Insurance (LEI), you have maximum reassurance that your business is protected against unfair dismissal and other costly employee claims.
I’ve never had a claim before – why would I need to take LEI?
For the same reason you take out any insurance policy – to guard against the high cost of defending an Employment Tribunal claim. The premium cost is very low compared to the potential payout, especially as it covers the cost of representation as well as any potential compensation. You don’t have to have LEI, but it could significantly impact your bottom line if something goes wrong, given that the cost of even the most basic unfair dismissal claim could be £20-25,000 when legal costs are factored in. Unfortunately, the latest Tribunal statistics suggest that employers now are more vulnerable than ever.
Can you deal with Employment Tribunal claims, or is this triaged outside of EW?
Should you receive a claim, your dedicated Employment Law adviser, who will have dealt with the matter up until that point, will conduct a full handover to our Litigation Team. They will explain the case history, share all the relevant documentation and offer their views on the prospects of the claim. Our Litigation Team will then take over all the prep work, including drafting a defence, producing bundles, dealing with Acas and the other side, and briefing counsel. Rest assured this is a smooth process, with everything kept inside EW, and you will be in safe hands throughout.
Management Information
Discipline, performance, absenteeism. We’ll show you exactly where your dedicated Employment Law advisers are spending their time so that you can target key problem areas for more productive, high-performing teams. Recommended for large organisations with high case volumes.What detail does the MI provide?
The report will highlight what sorts of issues we are advising on and who/where in your business those questions are coming from. That way, we can easily spot problem areas, bring them to your attention and recommend steps to address the issues.
What sorts of recommendations do you typically provide?
We will provide practical and pragmatic recommendations to address whatever common problems are arising. The exact nature will depend on the sort of issues but could include training of managers in certain areas or the production of additional guidance and documentation to guide them through tricky subjects.
Find out moreMyEW
From document templates to HR Software, MyEW gives you all the tools you need to manage even the trickiest employee issues, improve efficiencies and get the answers you need, fast.
What sorts of issues can I find guides and templates on?
We have hundreds of guidance notes and accompanying templates covering a full spectrum of employment-related issues, including Maternity, Pay, Flexible Working, Holidays, Performance and Redundancy. All of these resources are created by our experts, and if you require further support or have any questions, you can contact your dedicated team of advisers for practical advice and guidance.
What does the HR Software do?
There can be a great deal of administration involved in managing employees, and the burden only increases as your business grows. If filing cabinets of employee information is no longer cutting it, our HR Software will help to automate your processes, save valuable time and manage HR tasks at the touch of a button. Use it to store and organise employee data and essential documents; manage and report on holidays, absence, timesheets and rostering; stay on top of employee reviews; maintain a comprehensive employee directory, and keep a record of training and development.
Why choose us?
We’re experts in employee grievances legal support
The WorkNest team is renowned for its exceptional support with employee grievances. We’ve helped hundreds of UK businesses deal with different situations to encourage an amicable, fair resolution. Our complete service provides everything you need.
- Your own small team of dedicated experts
- Commercial, pragmatic advice tailored to you
- Bespoke contracts, policies and handbooks
- Trusted by over 35,000 organisations
- Recognised as a leading firm by the Legal 500
Who you’ll be working with
Angela Carter
Director of Legal Services
Toyah Marshall
Head of Team
Toyah Marshall
Principal Employment Law Adviser
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FAQs
Can an employee withdraw a grievance at work?
Yes, a grievance can be withdrawn by the complainant at any time.
How can I resolve workplace grievances?
It’s important to have a grievance procedure, set out in your Employee Handbook, that explains how any workplace complaint should be resolved, whether that be on a formal or an informal basis. A formal procedure will usually involve meeting with the complainant to discuss their grievance in detail, investigating the complaint before giving an outcome. It is also best practice to offer the right of appeal.
Can I ignore a grievance?
This would not be a good idea. If someone has complained about their treatment at the hands of a colleague or manager, ignoring the problem will not make it go away. In fact, it will probably make things worse. If the complaint is not dealt with properly, it could lead to a resignation and then a constructive dismissal claim or, depending on the subject matter, a claim for discrimination.
What is the Acas code of practice on disciplinary and grievance procedures?
Acas have set out procedures which should be adopted by all employers when dealing with a disciplinary or grievance issue. It involves investigating any issue, holding a meeting with those involved, providing an outcome and offering the chance to appeal. If an employer fails to comply with the Acas Code of Practice, it can lead to employees receiving uplifts in compensation of up to 25% following a successful claim.
What is the grievance process at work?
Most companies will have a grievance procedure set out in their Employee Handbook. If not, they should follow the Acas Code of Practice.
What should I do if an employee raises a grievance against me?
Refer to your Employee Handbook (refer to our employee contracts and handbook services) to determine the process you should use. If there is no handbook or procedure, then you should refer to the Acas Code of Practice. If the grievance is against you personally, you should refer it to a colleague to independently investigate.
How long should a grievance investigation take?
That will depend on the subject matter of the grievance or how many allegations are made. There is no legal time limit on how long the investigation should take and the Acas Code of Practice says that an investigation should be completed within a reasonable time frame.
Can you provide grievance training?
Yes. Our Grievance & Disciplinary training course has been designed by HR specialists to give managers and supervisors the skills and confidence needed to manage these essential processes. It can be delivered exclusively to you on site or at a location of your choice.
