30/04/2026
A formal grievance is not something that you can afford to ignore or handle casually.
Once an employee puts something in writing, how you respond matters just as much as what they are raising.
If you don’t follow Acas guidance and your own procedure, the risk of escalation and tribunal claims increases.
Here’s what good grievance handling looks like in practice.
📩 Acknowledge it quickly
Silence creates anxiety. Confirm receipt, explain next steps and give a rough timescale.
⚖️ Decide how it should be handled
Written complaints and anything relating to treatment, behaviour, pay or legal rights should be treated as formal.
📋 Follow your procedure
Use an impartial manager, apply the process consistently and make sure that the employee knows what to expect.
🔍 Investigate properly
Gather evidence, speak to those involved and keep clear notes. Rushed investigations are where employers fall down.
🗣️ Hold a grievance meeting
Listen, stay calm and allow the employee to be accompanied if they’re entitled to be.
✉️ Confirm the outcome in writing
Explain what you investigated, what you found, your decision, any actions and the right of appeal.
🔁 Fix the root cause
Grievances often highlight deeper issues around communication, management or expectations.
Handled well, a grievance can usually be resolved and kept proportionate.
How do you currently approach grievances when they land and what tends to be the hardest part to manage?
