When an employee raises a grievance, how you respond can decide whether the issue is resolved or turns into a resignation or tribunal claim. This guide explains how managers should handle a grievance fairly, in line with the Acas Code of Practice.
Start by listening
Many concerns can be sorted out informally with a prompt, open conversation. If the employee wants to raise a formal grievance, ask them to put it in writing.
Five steps to a fair grievance process
- Acknowledge it quickly. Confirm you have received the grievance and explain what happens next.
- Hold a meeting. Invite the employee to a meeting without unreasonable delay, and tell them they can be accompanied by a colleague or trade union representative.
- Investigate. Speak to anyone involved and look at relevant documents. Keep an open mind.
- Decide and explain in writing. Set out your findings on each point, whether the grievance is upheld, and any action you will take.
- Offer an appeal. Explain how to appeal. Where possible, a manager not previously involved should hear it.
Tricky situations
- The grievance is about the employee’s line manager. Ask a different manager to handle it.
- It overlaps with a disciplinary. You may pause the disciplinary to deal with the grievance, or handle both together, depending on the issues.
- It involves harassment. Take extra care. Under the duty that applies from 30 October 2026, you must take all reasonable steps to prevent harassment, including by third parties.
Keep good records
Note every meeting, the evidence you considered and the reasons for your decision. With tribunal claims now possible up to six months after an event, these records matter.
Free templates. Our disciplinary and grievance template pack includes grievance meeting and outcome letters. For independent help, see grievance support or workplace investigations.
This article is general guidance and is not legal advice for your situation.
Source: Acas Code of Practice on disciplinary and grievance procedures.
