When you’re rushed off your feet with a million priorities, dealing quickly and effectively with an employee complaint is key. Follow this guide to managing employee complaints and you’ll treat your employee fairly, reduce company risk and protect your firm’s reputation.
Step 1 – understand the problem
From concerns about pay and the work environment to working relationships and equality, employee complaints are as varied as your employees.
The first thing to do is make sure your business operates an open door policy so employees are able to raise issues informally. When a complaint is raised, listen to your employee’s concerns. Either there and then or within a suitable amount of time – ideally the same day if possible. Taking time out to explore the problem will ensure your employee feels truly heard and that their complaint has been taken seriously. No matter the outcome of any informal or formal investigation.
Step 2 – try to solve the problem informally
Wherever possible, try to resolve the complaint informally. In most cases, employees will approach their line manager, unless the manager is part of the problem. In this case they’ll usually speak to another manager or human resources. The discussion can take the form of a quick chat or a more structured conversation. During the meeting:
Give the employee plenty of time to explain the issue.
Ask open questions to uncover more detail so you fully understand the problem.
Ensure you know what the employee would like to happen next.
Make sure you confirm next steps with the employee within a suitable time frame – usually a few
days. Then act to solve the problem.
Keep a record of what’s been discussed and any solutions you’ve put in place. Then schedule one or more follow-ups with your employee to ensure everything has been dealt with effectively. This will ensure your employee feels cared for and will protect your working relationship.
Step 3 – consider mediation or conflict resolution
Mediation or conflict resolution services involve an independent, impartial person working with both parties involved in a complaint. The mediator’s aim is to find a solution that works for everyone. They’re usually someone who’s external to your organisation, whose services you pay for.
Mediation can only be used if both involved parties agree and at any time during the informal or formal grievance procedure.
Step 4 – decide whether a formal grievance should be followed
Formal grievances are raised when:
An employee feels the informal process has not worked.
They do not want the issue dealt with informally.
The issue is very serious, like sexual harassment or whistleblowing.
Whatever the size of your business, you should have your own formal grievance procedure. It’s important to set the procedure up and follow it correctly as your approach will be taken into consideration if the complaint reaches an employment tribunal. Following the process in the right way will reduce the risk of a successful claim against your business.
These are the key steps to follow in a formal grievance process:
If you’re aware of a formal complaint, ensure the employee raises the grievance as soon as possible in writing. The person investigating the grievance should respond to the employee promptly and let them know what will happen next.
During any investigation, everyone should be able to have their say. The business owner and any leaders who are involved need to ensure they don’t become defensive or make hasty decisions.
Decisions should be made about next steps and appropriate action should be taken as quickly as possible.
A written record of the process and outcome must be kept.
Grievances can be stressful for everyone involved. So ensure your employees are supported through your employee assistance programme, counselling support or mental health first aiders.
Effectively handling complaints is vital to maintaining working relationships, employee engagement and your organisation’s reputation. This guide gives you the key steps you need to follow. But, for more human resources help – including employee dispute and grievance support – contact Pace HR on 0208 016 3029 or at info@pace-hr.com.
