Grievance Procedure
Employees who feel they have no way to raise concerns do not simply accept the situation. They disengage, underperform, spread dissatisfaction, or leave. A straightforward grievance procedure prevents unresolved issues from escalating into toxic team dynamics or formal claims.
This guide helps you create that video. It covers what to include, how to structure your recording, and the questions your team will ask after watching it.
Key Takeaways
- Encourage informal resolution first: Open your video by explaining that most workplace grievances can be resolved through a direct conversation between the employee and their manager before any formal process is needed
- Set out how grievances are raised: Cover how employees submit a formal grievance in writing, and that you will acknowledge it promptly with clear expectations for the investigation timeline
- Explain how investigations are conducted: Describe how you gather evidence, interview relevant people, review documentation, and ensure the investigator has no conflict of interest
- Make anti-retaliation protections clear: Emphasise that employees who raise genuine grievances are protected from adverse treatment and that retaliation is treated as a serious disciplinary matter
- Guarantee the right of appeal: Confirm that every employee has the right to appeal, heard by someone not involved in the original decision, and explain how to exercise it
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Why your team needs this policy
A grievance procedure gives employees a structured, fair way to raise concerns and get them addressed. It demonstrates that you take employee relations seriously. Without one, minor frustrations fester into major problems, managers improvise inconsistent responses, and the organisation has no documented trail if a concern later becomes a formal claim.
What to cover in your policy video
Explain the types of grievance employees might raise. Cover the range of issues the procedure applies to: terms and conditions, working relationships, working conditions, discrimination, management decisions, and organisational changes. Make clear that certain categories such as whistleblowing or safeguarding concerns may have dedicated reporting routes.
Make the procedure accessible. Explain to your team that employees should know the procedure exists and how to use it. Provide multiple routes for raising a grievance — not every employee will feel comfortable going to their direct manager, particularly if the grievance is about that manager. Offer alternative routes such as another manager or a designated confidential contact.
Explain that informal resolution should come first. Many grievances can be resolved through a conversation between the employee and their manager. Make clear that the formal procedure is a backstop, not the first step. At the same time, explain that some issues — such as serious harassment or discrimination — are not appropriate for informal resolution, and employees should always have the option to go straight to the formal procedure.
Cover the formal grievance process. Explain that when an employee wants to raise a formal grievance, they should put it in writing. Walk through the steps: acknowledgement within a set timeframe, a thorough and impartial investigation, and clear communication throughout. Emphasise that the investigator should have no prior involvement in the matter and no conflict of interest.
Describe how grievance meetings work. Explain that you will hold a meeting to hear the employee\u2019s concerns in full, ask clarifying questions, and outline next steps. The employee should be allowed to be accompanied. The meeting should focus on understanding the employee\u2019s concerns, not defending the organisation. Encourage the employee to explain what outcome they are seeking.
Explain how you will communicate the outcome. Make clear that the findings, the decision, and the reasoning will be provided in writing. If the grievance is upheld, explain what action will be taken. If it is not upheld, explain why. Be specific about any actions and commit to following through within a stated timeframe.
Confirm the right of appeal. Always give the employee the right to appeal the decision. The appeal should be heard by someone not involved in the original process. Explain that you will follow up after resolution to ensure the situation has genuinely improved.
Make anti-retaliation protections absolutely clear. Employees must not suffer any detriment for raising a genuine grievance. Define retaliation broadly — it includes changes to duties, exclusion from meetings or opportunities, negative performance reviews, or any other adverse treatment. Explain that if retaliation is identified, it will be treated as a serious disciplinary matter.
How to structure your video
Keep it under five minutes. The grievance procedure needs to feel approachable, not bureaucratic. Aim for three to five minutes that cover the essentials: when to raise a concern, how to do it, and what happens next.
Have the right person present. This should come from a senior manager or the person employees would approach with a complaint. Hearing the procedure explained by someone who genuinely listens builds confidence that the process works.
Lead with reassurance. Open by explaining that the procedure exists because the organisation wants to hear from employees when something is wrong. Frame it as a tool for staff, not a process that exists to protect management.
Walk through both routes. Explain the informal route first ("If you have a concern, start by talking to your manager"). Then explain the formal route and when to use it. Make clear that employees can skip informal resolution for serious issues.
Close with the anti-retaliation commitment. End your video by restating that raising a grievance will never result in adverse treatment. This is the message employees need to hear most clearly.
Common questions your team will ask
After watching your video, these are the questions that will come up. Anticipate them in your recording or be ready to answer them via messaging:
- \u201CWhat if my grievance is about my manager?\u201D \u2014 Name the alternative contacts in your video so employees know exactly who else they can approach.
- \u201CWill I get in trouble for raising a grievance?\u201D \u2014 Restate the anti-retaliation protection and explain what the organisation will do if retaliation occurs.
- \u201CCan I bring someone with me to the meeting?\u201D \u2014 Explain who can accompany the employee and what the companion\u2019s role is. Check the rules for your jurisdiction on the right to be accompanied.
- \u201CHow long will it take?\u201D \u2014 Give a realistic timeframe for acknowledgement, investigation, and decision. If complex cases take longer, say so.
- \u201CWhat happens if I\u2019m not happy with the outcome?\u201D \u2014 Walk through the appeal process and who will hear it.
- \u201CIs it confidential?\u201D \u2014 Explain that grievances are treated confidentially as far as possible, but that you may need to share information with relevant people during the investigation. Be honest about the limits of confidentiality.
- \u201CCan I raise a grievance after I\u2019ve left?\u201D \u2014 State your position on grievances raised by former employees and how they are handled.
- \u201CWhat if someone raises a grievance about me?\u201D \u2014 Explain that the person the grievance is about will be given a fair chance to respond and that the process protects both parties.
Official guidance
The rules on grievance procedures vary by location. Before recording your video, check the official guidance for your jurisdiction:
| Location | Source |
|---|---|
| United Kingdom | ACAS Code of Practice on Disciplinary and Grievance Procedures — ACAS |
| European Union | EU Whistleblower Directive — EUR-Lex |
| United States | Filing a Charge of Discrimination — EEOC |
| Canada | Workplace harassment and violence prevention — Canada.ca |
| Australia | Fixing a workplace problem — Fair Work Ombudsman |
How Pilla helps
Pilla turns your grievance procedure into a living part of your employee handbook:
- Record your policy video — Film a short video explaining your grievance procedure, what employees need to know, and how it works in your organisation. Staff watch on their phone, and you track who has seen it.
- Onboarding integration — Include the grievance procedure as part of your onboarding checklist, so every new starter acknowledges it during induction.
- Policy updates — When your procedure changes, push the updated video to all staff and track who has watched the new version.
- Audit trail — Every video view, policy acknowledgement, and onboarding completion is recorded with timestamps, ready for any compliance review.
- Messaging — Use in-app messaging to answer questions about grievance procedures directly, keeping sensitive conversations out of group chats.