Managing Complaints and Grievances

A suite of short videos to guide managers through the key steps.


Grievance or gripe?

This video helps you to identify the issues that need looking in to in more depth.

Do i deal with this formally or informally?

In this video we explore the options available when a grievance is raised. We take a look what ‘going formal’ looks like – a sort of step by step guide.

Deciding your remit

You have been asked to do an investigation? Set off with a solid understanding of what is in, and out of scope.

Planning your investigation

Before you start talking to people, take a few minutes to break down what you’re looking into.

Structuring your investigation interviews

How to open up; and close down an investigation interview.

Killer questions

‘Killer’ in a good way: How to ask great quality questions when you’re conducting your investigation.

Deciding whether there is a case to answer

So you have all the evidence in front of you. How to decide what you recommend as the next step?

Planning your grievance hearing

A walk-though of what to cover ‘on the day’.

Who can be a companion in a formal hearing?

Who might be turning up with the employee?

The role of a companion in a formal hearing

What can they do? And how do you keep them on track?

Making your decision

Using The employment law framework as a guide, this video helps you to decide whether you are ‘upholding’ or overturning’ the employee’s grievance.

Getting off the fence

Do you have two conflicting versions of events? If so, this video will help you decide which version you prefer.

Constructing the outcome letter

This video helps you to explain your decision in the letter and to give to the employee the outcome of their grievance.

You are chairing a grievance appeal - what's your job?

Do you review the decision, or rehear the case?

Planning your grievance appeal meeting

A walk-through of what to cover ‘on the day’.

Reaching your decision and communicating the outcome

This video helps you to make, and explain, the result of the employee’s appeal.

The employment law framework

This video gives you an overview of the framework you’re working within when you’re managing your team

The ACAS Code of Practice

This video tells you about the mindset you need when you’re managing performance, conduct, attendance or grievances.

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