Grievance Advice
Questions and answers
Q1. What is the best way to resolve workplace issues or problems?
Problems are best resolved informally. Formal complaints may take considerably longer to
resolve and potentially cause tension among colleagues or between employees and
managers.
In the first instance, employees should make every effort to resolve their problem
themselves. If they are uncertain about how to proceed, or feel that this may not be safe or
could make things worse, they should talk to their manager, trade union representative, a
work colleague. Also Respect contacts for bullying, harassment and discrimination.
Q2. How long does it take to resolve a grievance?
Every case is different and the length of time it takes to resolve a grievance will depend on
individual circumstances. However, the aim is to conclude it as soon as possible.
Q3. How will cases be monitored to ensure that they are resolved as soon as possible?
Each case must be reviewed by a senior manager if it is not resolved after 40 working days.
This is to ensure that everything is being done to progress the case, that the correct process
is being followed and that there are no unnecessary delays. To ensure that this review is
carried out within the prescribed timeframe, managers should inform their Divisional Director
(DD) and People Expert Services as soon as they start the formal grievance process.
Q4. What happens if an employee has a relationship issue with their line manager?
Employees need to follow their line manager’s reasonable day–to–day instructions. If they
have a problem that is related to their relationship with their line manager it is best to discuss
the issue openly. If this is not possible, they can talk to their countersigning manager and
ask for help.
Q5. What types of issues are suitable for resolving informally?
It is almost always worth using the informal route, particularly where the employee (or
manager) feels the formal process would only add to the timescale and would not add value
to the final outcome. For example, general disagreements between employees where there
is no claim of bullying, harassment or discrimination but employees simply have different
opinions or styles, or where an employee disagrees with an element of work allocation
following a management instruction.
Q6. What if a formal grievance is raised without trying to resolve the problem informally first?
Unless there are exceptional circumstances, it is expected that employees will try to resolve
the issue informally in the first instance and this is in everybody’s best interest. The manager
should ask the employee why they have not tried to resolve the complaint informally, and
consider whether it is appropriate for informal resolution.
Q7. How do managers reassure employees that informal complaints will be taken as
seriously as formal ones?
Managers should communicate the following messages as part of their day–to–day
management activities:
• using the informal process does not mean that complaints are being treated any less
seriously than the formal ones. The informal approach is used because everybody
wants to resolve issues as quickly as possible
• addressing complaints informally is often much quicker and less contentious and
stressful while the same outcomes are usually achieved
• employees still have a right to raise a formal complaint at any time during or after the
informal stage
• if the informal process has started and it becomes clear that it is not appropriate to
resolve the issue informally, the formal grievance process should be used.
Q8. What is workplace mediation?
Mediation can be an effective and powerful way of addressing workplace disputes. It gives
people the opportunity to come together to discuss their complaints openly, to be listened to
in a safe environment and to reach a solution that is acceptable to everyone.
Mediation is a structured informal process which can be initiated where all sides agree to it.
