Raising a Grievance Step by Step
Summary
A grievance is a formal way to raise a problem at work, such as pay errors, unsafe staffing, bullying or unfair treatment. This article walks through the process step by step, from trying to resolve things informally to the written grievance, the meeting, your right to be accompanied and the appeal.
- Acas Code of Practice on Disciplinary and Grievance Procedures
- Employment Relations Act 1999, section 10 (right to be accompanied)
- Trade Union and Labour Relations (Consolidation) Act 1992, section 207A (adjustment of tribunal awards)
What a grievance is
A grievance is a concern, problem or complaint that you raise formally with your employer. In social care, common grievances include pay and payslip errors, rota and hours disputes, unsafe staffing levels, lack of supervision or training, bullying or harassment, and unfair treatment. You do not need anyone's permission to raise a grievance, and you must not be punished for raising one in good faith.
The standards employers are expected to follow are set out in the Acas Code of Practice on Disciplinary and Grievance Procedures. The Code is not itself law, but employment tribunals must take it into account, and can adjust compensation by up to 25 per cent if you or your employer unreasonably fail to follow it. Your employer should also have its own written grievance procedure. Ask for a copy or find it in your staff handbook.
Step 1: try to resolve it informally
Most problems are best solved with a conversation. Ask your line manager for a private word, explain the issue calmly and say what would put it right. Take notes of the date and what was agreed. If your manager is the problem, speak to another manager or HR. Informal resolution is quicker and less stressful, and tribunals expect you to have given it a fair chance where practical, but you are not required to keep trying informally if it is not working or the issue is serious.
Step 2: put your grievance in writing
If informal routes fail, write to the person named in your employer's procedure (often your manager or HR). Keep a copy. Your letter or email should:
- say clearly that it is a formal grievance
- set out the facts: what happened, when, where and who was involved
- attach or list your evidence, such as rotas, payslips, messages and names of witnesses
- explain the outcome you want, for example back pay, a rota change or action to stop bullying
Stick to facts and avoid insults or exaggeration. A short, clear, dated account is far more powerful. Government guidance is at gov.uk/raise-grievance-at-work.
Step 3: the grievance meeting
Your employer should invite you to a meeting without unreasonable delay to discuss your grievance. At the meeting:
- explain your grievance and how you think it should be resolved
- answer questions honestly and refer to your evidence
- take your own notes, or ask your companion to
The employer may need to adjourn to investigate, for example to check records or speak to witnesses. That is normal and usually a good sign that it is being taken seriously.
Your right to be accompanied
Under section 10 of the Employment Relations Act 1999, you have the right to be accompanied at a grievance hearing by a trade union representative or a work colleague, where the grievance concerns a duty your employer owes you, which covers most real grievances. You must make a reasonable request. Your companion can present your case, sum it up and confer with you, though they cannot answer questions on your behalf. If your chosen companion is unavailable, you can ask to postpone the hearing to a reasonable alternative time within five working days.
Step 4: the decision
After the meeting and any investigation, your employer should give you a written decision without unreasonable delay, telling you what it has decided, what action it will take and how to appeal. If your grievance is upheld, make sure the promised action actually happens, and keep the decision letter.
Step 5: the appeal
If you are unhappy with the decision, appeal in writing within the deadline in your employer's procedure, saying which findings you disagree with and why. The appeal should be heard, wherever possible, by a more senior manager who was not involved in the original decision, and you have the same right to be accompanied. The appeal outcome should also be in writing.
Practical points to remember
- Keep records of everything: dates, copies, notes of meetings and who said what.
- Grievances do not stop the tribunal clock. Most tribunal claims must start within three months less one day of the event, and raising a grievance does not pause that deadline. If your issue could become a claim, start Acas early conciliation in time even if the grievance is still running.
- You are protected from victimisation for raising concerns about discrimination and from detriment for whistleblowing about care standards.
- Consider mediation. Acas and many employers offer mediation, which can work well for relationship problems between colleagues.
Where to get help
- Acas helpline on 0300 123 1100 for free, impartial advice at any stage, and the full Code at acas.org.uk.
- Your trade union representative, who can help draft the grievance and accompany you at hearings.
- Citizens Advice for free help if you are not in a union.
- HR or a senior manager in your organisation, particularly where your line manager is part of the problem.
Guidance, not advice. This article is general information based on the position at the last update date. It is not legal advice — for your specific circumstances speak to ACAS, your union, your regulator or a solicitor as appropriate.