How to conduct a grievance investigation: best practice guide

At hr inspire, we understand that managing grievances within the workplace requires a delicate balance of empathy, neutrality, and procedural rigor. When an employee raises a grievance, it’s crucial that you handle the investigation with care and professionalism. This ensures fairness and helps to resolve the issue effectively. In this guide, we outline the essential steps and considerations for conducting a grievance investigation in accordance with best practices.

1. Establishing a written grievance procedure

Before delving into the specifics of a grievance investigation, it’s imperative that you have a written grievance procedure in place. This procedure should align with the guidelines outlined by ACAS (Advisory, Conciliation and Arbitration Service) to ensure consistency and fairness in handling grievances. Having a clear procedure not only helps your employees understand their rights, but also provides managers with a structured framework for managing grievances.

Upon receiving a grievance from an employee, the first step is that you should schedule a grievance hearing without undue delay. Ideally, this meeting should be arranged within five working days of receiving the complaint. The purpose of the hearing is for you to allow the employee to articulate their concerns fully and provide details of incidents that have led to the grievance. It’s essential you maintain a neutral tone in all communications and provide the employee with the necessary information about the investigation process.

When selecting the investigating manager, it’s essential that you consider their interpersonal skills and impartiality. While the individual conducting the grievance hearing often assumes the role of the investigator, it’s crucial for you to ensure they can maintain objectivity throughout the process. Managers with strong communication skills and experience in conflict resolution are well-suited for this role.

4. Structuring the investigation

A structured approach is key to conducting a thorough investigation. You should create a document outlining the scope of the investigation as this can help you to ensure that all relevant issues are addressed systematically. This document should include questions to be asked, potential witnesses to interview, and any other relevant information or evidence to gather. It’s also important that you invite input from the employee raising the grievance regarding individuals they would like the investigator to speak with.

5. Handling reluctant witnesses

In some cases, individuals may be reluctant to participate in the investigation process. It’s essential that you approach these situations with sensitivity and empathy. You should explore the reasons behind their reluctance and offer alternative options, such as providing a written statement. This can help overcome barriers to participation.

6. Confidentiality

Your employees should feel confident that their concerns will be handled discreetly and that their personal information will be protected. When faced with requests for anonymity, it’s important that you assess the feasibility of maintaining confidentiality while still conducting a thorough investigation.

7. Documenting the investigation

You should keep written records of all investigation meetings and interviews conducted as part of the grievance investigation. These records should accurately capture the details provided by each individual involved and be reviewed and signed by the respective parties for accuracy. Maintaining meticulous documentation helps ensure transparency and accountability throughout the process.

8. Reaching a resolution

Once the investigation is complete, the investigator should compile a comprehensive report outlining the key findings and recommendations for resolution. This report serves as the basis for you to communicate the outcome of the grievance to the employee raising the complaint. It’s essential to handle the communication of the outcome with sensitivity and professionalism. The employee has a legal right of appeal, should they wish to do so.

Conducting a grievance investigation requires careful planning, effective communication, and adherence to established procedures. By following these best practices and guidelines, you can ensure that grievances are addressed promptly, fairly, and in accordance with legal and ethical standards. At hr inspire, we are committed to supporting businesses in managing grievances effectively and fostering a positive work environment for all employees.

If you require assistance with conducting a grievance investigation or implementing robust grievance procedures, please don’t hesitate to get in touch at support@hr-inspire.com or call us on 01296 325720.