How to handle complaints and grievances

When employees raise a grievance, they feel ‘wronged’ about something at work, e.g. someone’s behaviour towards them, the ‘promise’ of a or them missing out on a promotion … this is their avenue to speak up about their concerns.

As managers, we believe our organisation’s culture is open and honest so all problems should be easily resolved but in reality grievances are raised throughout the UK more often than you know. Whether you agree with what they are saying or not, all workers are entitled to raise a grievance and you should give them the opportunity to talk about it.

There is no ‘good’ time to receive or handle a grievance (is there ever one?), they usually come at the most inconvenient times but remember that your employee doesn’t always know how many plates you are spinning (and neither should they). So, put your inconveniences aside and listen to what they have to say.

TIPS FOR HANDLING A GRIEVANCE EFFECTIVELY:

✔ Let them talk—you should be doing more listening than speaking
✔ Ask loads of questions—get the full picture
✔ Find out what resolution looks like to them—but never overpromise
✔ Confidentiality is key—only those who need to know, should know

✔ Follow your Grievance procedure - this will have timescales and will keep you on the right path

All this while keeping things business as usual. Work doesn’t stop just because a grievance is raised. And when it’s over? We all need to keep working together—which isn’t always easy.

That’s where we come in. Having a neutral, impartial voice makes all the difference. – People can take grievances as a personal attack.  That is why we often get called in to hear the grievance on behalf of the company. So, if your team needs support, we’d love to help. Drop us a message - enquiries@p2hr.co.uk