If an employee complains about something that has happened in the workplace, line managers need to be aware of what they can/can't say, what they should record and the steps they need to take.
Arrange a meeting – and soon
If an employee has a complaint it must be made in writing. Then arrange a formal meeting where the employee can expand on the problem. Allow the individual time to prepare and to arrange for representation, but hold the meeting within 24 to 48 hours of the written complaint. Hold it during the employee's normal hours of work and make sure an impartial member of management hears the grievance. Explain to the employee that he/she can appeal the meeting's findings.
Establish intended outcomes
Explain the purpose of the meeting and ask what the employee wants the outcome to be and why.
Make sure everything is clear
Clarify any points not understood and ask for evidence. Get all names, dates, times, locations and information on any witnesses if relevant. Before the meeting ends, summarise all the main points and ask the employee to confirm they are correct. Then give the employee an idea of timescales regarding what happens next.
When the decision is made
Give the employee the decision in writing. If the grievance is supported, say what will happen to solve the problem. If it isn't, explain the appeals process.
Record keeping
Take accurate records all the time, including minutes and any witness statements – these will be essential should the complaint move on to employment tribunal stage.
What can go wrong?
If the employee becomes distressed, allow them time to compose themselves before continuing – alternatively, you can adjourn the meeting and resume at a later date. Letting off steam is acceptable but if the employee is abusive or threatening, warn them that this could lead to disciplinary action. Remember: be firm, stay calm, be fair and be consistent.
