How to set up a grievance procedure

1. 1 Produce a simple written procedure for employees - written complaint; face-to-face interview; appeal - this should comply with the Acas Code of Practice
2. 2 Give the name or job title of the person employees should contact in the case of a grievance in the written terms of employment.
3. 3 Encourage employees to handle grievances informally - without triggering your formal grievance procedure if possible - but to take them further if necessary.
4. 4 Tell employees they must present a written grievance to their immediate supervisor as the first step of a formal complaint.
5. 5 Arrange a face-to-face meeting to discuss the complaint in every case; allow the employee at least three working days' notice to prepare their case.
6. 6 Ensure you respond to any grievance in writing where it is not possible to meet the employee face-to-face (for example, where the employee has already left).
7. 7 Stress the importance of addressing grievances and trying to analyse the root cause of apparently trivial grievances.
8. 8 Decide whether you want to involve an external adviser or body, such as Acas, for grievances which cannot be handled internally.
9. 9 Set rules for handling special cases: for example, if the grievance relates to the supervisor, or is particularly sensitive (eg discrimination).
10. 10 Set a procedure for addressing collective grievances (eg through a recognised trade union).
11. 11 Set a time limit for producing a written response to any grievance.
12. 12 Provide for confidential interviews, if necessary, particularly where grievances relate to other employees; clarify the right to be accompanied to the interview (eg by a union representative).
13. 13 If grievances arise in connection with a disciplinary issue, hear them as part of the disciplinary appeal; otherwise keep disciplining separate.
14. 14 Encourage employees to raise legitimate grievances; reassure them that it will be kept confidential and that they will not be victimised as a result.
15. 15 Train managers to discuss grievances openly, calmly and fairly, and to make considered decisions.
16. 16 Explain that the employee has the right to appeal; if possible any appeal should be heard by someone senior who has not been involved in the initial hearing.
17. 17 Keep simple, confidential records.

Cardinal rules

Contact

• Acas, 08457 47 47 47