Grievance Policy Writers

Written by Joanne Hughes, Policy & Compliance Specialist at Policy Pros
Last reviewed: March 2026

What Are Grievance Policies?

Grievance policies provide a clear process for employees to raise concerns or complaints about their treatment at work. They are an essential element of good people management and form a core part of any organisation's human resources policies and procedures.

These HR policies ensure that issues are addressed fairly, consistently, and in line with UK employment law, helping to resolve problems before they escalate into formal disputes or employment tribunal claims.

The Legal Framework: ACAS Code of Practice and Employment Rights Act 1996

The handling of workplace grievances in the UK is governed principally by the ACAS Code of Practice on Disciplinary and Grievance Procedures. While the Code itself is not legally binding, employment tribunals are required to take it into account when considering relevant cases. An unreasonable failure to follow the Code can result in an adjustment of any compensation awarded by up to 25 per cent, either upward or downward.

The Employment Rights Act 1996 provides the statutory foundation for many of the rights that grievance procedures are designed to protect. This includes the right not to be unfairly dismissed and the right not to suffer a detriment for asserting a statutory right. Where an employee raises a grievance relating to a breach of their statutory rights, the manner in which that grievance is handled can have a direct bearing on any subsequent tribunal claim.

ACAS recommends that all employers, regardless of size, have a written grievance procedure that is communicated to all staff. The procedure should be straightforward, easily accessible and applied consistently across the organisation.

Formal and Informal Grievance Stages

A well-drafted grievance policy will distinguish between informal and formal processes. Many workplace issues can be resolved informally through open conversation between the employee and their line manager. Informal resolution is generally quicker, less stressful and helps preserve working relationships.

However, where informal approaches are inappropriate or have been unsuccessful, employees should have access to a formal grievance procedure. The ACAS Code of Practice sets out the key steps for a formal process:

• Step 1: Raising the grievance in writing - The employee should set out the nature of their grievance in writing, providing sufficient detail for the employer to understand the complaint

• Step 2: The grievance meeting - The employer should arrange a meeting without unreasonable delay to discuss the grievance. The employee has the right to be accompanied by a trade union representative or a work colleague

• Step 3: The decision - After the meeting, the employer should provide a written decision and notify the employee of their right to appeal

• Step 4: The appeal - If the employee is not satisfied with the outcome, they should be able to appeal. The appeal should be heard by a manager who was not involved in the original decision, where possible

The Investigation Process

Where a formal grievance is raised, the employer has a duty to conduct a reasonable investigation into the matters raised. The scope and depth of the investigation should be proportionate to the nature and seriousness of the complaint. This may involve interviewing relevant witnesses, reviewing documentary evidence, and gathering any other information necessary to reach a fair and informed decision.

The person conducting the investigation should be impartial and should not have been previously involved in the matters giving rise to the grievance. Detailed records should be kept at every stage of the investigation, as these may be required in any subsequent tribunal proceedings.

Throughout the investigation, confidentiality should be maintained as far as reasonably practicable. Employees who raise grievances and those who participate as witnesses should be assured that they will not suffer any detriment as a result of their involvement in the process.

Timescales and Procedural Fairness

The ACAS Code of Practice emphasises the importance of dealing with grievances promptly. Delays can cause unnecessary stress for all parties and may undermine confidence in the fairness of the process. A clear grievance policy should set out indicative timescales for each stage of the procedure, while acknowledging that more complex cases may require additional time.

Procedural fairness is paramount. The employee should be given a reasonable opportunity to prepare for meetings, to present their case, and to respond to any evidence or findings. They should be kept informed of progress throughout the process and should receive a clear written outcome at each stage.

The Appeal Process and Tribunal Implications

An effective appeal process is a critical component of any grievance procedure. The appeal should provide a genuine review of the original decision, not merely a rubber-stamping exercise. Where possible, the appeal should be heard by a more senior manager who has not previously been involved in the case.

Failure to follow a fair grievance procedure can have serious consequences. In employment tribunal proceedings, the tribunal will consider whether the employer followed the ACAS Code of Practice and whether the process was conducted fairly. An employer who fails to follow a fair process may face increased compensation awards and reputational damage.

It is important to note that, in most cases, an employee must have raised a grievance through their employer's internal procedure before an employment tribunal will consider a claim. The early conciliation process administered by ACAS is also a mandatory step before a tribunal claim can be brought, offering a further opportunity to resolve disputes without litigation.

A well-drafted grievance policy can improve workplace culture by showing employees their voice matters. It also helps protect your business by creating a structured process to handle sensitive issues, such as bullying, unfair treatment or breaches of policy. Our team at Policy Pros works closely with organisations to develop grievance procedures that are legally compliant, practical and tailored to your operational needs. View our full range of disciplinary and HR policy writing services to ensure your procedures work together effectively.

Policy and Procedure Services

We offer a wide-ranging selection of professionally developed workplace policies, designed to meet the practical and legal needs of your organisation. Our service gives you the flexibility to choose from standard, customised, or fully bespoke documents that align with your business goals, sector requirements, and operational style.

Policy and Procedure Development
Creation of clear, practical policies that reflect current legislation, best practice, and your organisation's values.

Review and Gap Analysis
A thorough review of your existing policies to identify areas for improvement and ensure they remain compliant and effective.

Tailored Solutions
All documents are written in accessible language and adapted to suit your company's size, culture, and ways of working.

Implementation Support
Guidance to help you introduce and embed policies across your organisation so they are understood and applied confidently by all staff.