Grievance procedure: Steps, process, and free form

No workplace is perfect. Disagreements happen and employees run into issues. And when they do, they need a clear way to speak up. A solid grievance procedure gives them that path while helping their employer resolve problems before they spiral out of control.

Without a structured process, complaints can go unaddressed, leading to low morale, high turnover, or even legal trouble. HR managers and directors need to know how to create a fair, effective system that protects both employees and the company.

In this guide, we walk you through what a grievance procedure is, why it matters, and how to implement it.

What is a grievance procedure?

A grievance procedure gives employees a way to raise concerns and get a fair resolution. It lays out steps for handling complaints about workplace issues like conflicts with managers, unfair treatment, or problems with company policies.

Unlike an informal complaint, where an employee might informally mention an issue to HR or a supervisor without action, a grievance procedure assures a structured response. Employees submit concerns in writing, HR investigates, and leadership works toward a resolution. This process holds everyone accountable and helps prevent small issues from turning into bigger problems.

What are the types of employee grievances?

Employees can file a grievance for different reasons, but most fall into a few key categories. Some involve individual concerns, while others affect a group or the entire workplace.

Individual grievances

An individual grievance happens when one employee files a complaint about a workplace issue that affects them personally.

• Discrimination or harassment: An employee reports unfair treatment or harassment based on race, gender, age, religion, or another protected characteristic. For example, an employee may claim their supervisor consistently overlooks them for promotions because of their age.

• Unfair performance evaluations: An employee believes there to be bias or inaccuracy in HR's review of their performance. For example, they claim their manager gave them a low rating out of personal dislike rather than job performance.

Group grievances

A group grievance happens when multiple employees file a formal complaint about the same workplace issue.

• Organizational changes: Employees challenge a policy change that affects their working conditions. For example, if a company changes shift schedules without employee input, making it difficult for some to balance personal responsibilities.

• Working conditions: Employees raise concerns about unsafe or unfair working environments. For example, several warehouse workers may file a grievance after their employer fails to fix broken safety equipment.

Union grievances

A union representative may file a grievance on behalf of one or more employees when an employer violates a labor agreement.

• Contract violations: A unionized employee claims their employer failed to honor a clause in the collective bargaining agreement. For example, if an employer changes bonus structures without consulting the union, violating the contract.

• Unfair labor practices: A union representative files a grievance against an employer for interfering with employees' rights. For example, if a manager threatens to dismiss employees who discuss forming a union.

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Benefits of a formal grievance procedure

A grievance procedure helps both employees and employers by creating a clear and fair process for handling workplace complaints. Without it, employees may not feel safe speaking up, and employers may struggle to resolve conflicts before they escalate. Here's why every workplace should have a grievance procedure:

Ensures legal compliance

Laws protect employees from discrimination, harassment, and unfair treatment. A formal complaint process helps the employer follow employment laws by ensuring all complaints go through a structured investigation. If an employee files a claim with a government agency or takes legal action, a clear record of the grievance procedure helps show that the company took the necessary steps to handle it appropriately.

Promotes workplace transparency

Employees need to know how to report problems and what happens next. A well-documented grievance procedure outlines each step, from the initial complaint to the final decision. When employees see a fair process in place, they typically feel more confident that leadership will take concerns seriously and resolve issues fairly.

Builds employee trust and engagement

A workplace that ignores concerns can breed frustration and resentment. When employees know they can report issues without retaliation, they tend to trust leadership more. That trust can lead to better engagement, stronger teamwork, and a more positive workplace culture.

Provides a structured approach to resolving issues

Without a formal complaint process, managers may overlook issues or handle them inconsistently. Some employees may get quick solutions, while others struggle to resolve their concerns. A grievance procedure gives HR, managers, and employees a clear framework to follow, encouraging consistently fair outcomes.

Drawbacks of a formal grievance procedure

A grievance procedure can help employees and employers handle workplace complaints fairly, but it can also come with challenges. If companies don't manage the process well, it can create frustration instead of solving problems. Here are some drawbacks to consider:

Lengthy resolution processes

A grievance procedure can take time. Employees must submit a formal complaint, HR must conduct an investigation, and leadership must decide how to resolve the issue. If multiple departments get involved, the process can slow down even more. A drawn-out case can leave employees feeling unheard and employers frustrated by the delay.

Formal procedure may discourage employees

Some employees hesitate to file a grievance because they worry about consequences or don't want to escalate the issue. If the process feels too rigid, they may avoid speaking up altogether. A workplace that relies only on formal complaints instead of encouraging open communication can push problems underground rather than solve them.

Impact on team morale when employers mishandle grievances

If an employer fails to resolve a grievance fairly, employees may lose trust in the process. When HR or a supervisor dismisses complaints or shows favoritism, resentment grows. Team members may see no point in filing future grievances, which can lead to unresolved conflicts and a toxic work environment.

Potential for misuse or false claims

A grievance procedure exists to protect employees, but some may misuse it. Employees might file false or exaggerated claims to target a supervisor or coworker. If HR doesn't handle these cases carefully, they can damage reputations, disrupt the workplace, and create unnecessary legal risks for the employer.

The 5 steps of the grievance procedure

A grievance procedure follows a clear, step-by-step process to ensure fairness and consistency. Skipping steps or handling complaints poorly can damage trust and create legal risks for the employer. A well-documented grievance procedure provides crucial legal defense if claims escalate to litigation or regulatory complaints.

Each step serves a specific purpose in building a complete record of the issue and the company's response. Here's how a formal grievance moves from complaint to resolution:

Step 1. Informal meeting with supervisor

Before filing a formal complaint, an employee should try to resolve the issue with their supervisor or manager. Many workplace conflicts can get sorted out through direct communication. This step encourages a resolution attempt at the lowest level possible.

This step includes the following actions and requirements: 

• Employee role: The employee schedules a private meeting with their supervisor to discuss the concern directly. They should document the issue beforehand, including specific incidents, dates, and desired outcomes.

• Employer role: Supervisors must listen actively, remain objective, and work collaboratively toward a solution. They should document the meeting and any agreed-upon actions.

• Compliance considerations: Even informal discussions should be documented to show good faith efforts at resolution. This documentation becomes important if the issue escalates to formal proceedings.

Example: An employee feels their supervisor has given them an unfair workload. They meet with their supervisor to discuss the issue and request a more balanced workload. If the supervisor adjusts assignments, they resolve the issue without a requirement for further action.

Step 2. Employee formally submits grievance in writing

If an informal discussion doesn't lead to a solution, the employee submits a written grievance to HR or management. This document, usually a grievance form, should include key details, such as the nature of the complaint, relevant dates, and any supporting evidence.

This step includes the following actions and requirements: 

• Employee role: The employee completes a formal grievance form within the time frame specified in the company policy. They must provide specific, factual information and avoid emotional language that could undermine their case.

• Employer role: HR acknowledges receipt of the grievance immediately and begins the formal process. They review the complaint for completeness and may request additional information if needed.

• Documentation requirements: The grievance file must include the original complaint, acknowledgment of receipt, and a timeline for investigation. This creates a clear record for legal defense purposes.

Example: An employee files a formal complaint with HR about a coworker making inappropriate comments. The complaint outlines specific incidents, including dates and witnesses, to support the claim.

Step 3. Investigation of the grievance 

Once HR receives the grievance form, they conduct a thorough investigation. This may involve interviewing witnesses, reviewing company policies, and gathering relevant documents. The goal is to verify facts and determine the validity of the grievance.

This step includes the following actions and requirements: 

• Employer role: HR must conduct an impartial, thorough investigation. This includes interviewing all relevant parties, reviewing documentation, and consulting company policies and legal requirements.

• Investigation protocol: The investigation should follow a consistent process that includes interviewing the grievant, the accused party, and any witnesses. All interviews should be documented, and evidence should be preserved.

• Timeline management: Companies should establish clear timelines for completing investigations to prevent cases from dragging on indefinitely. 

• Legal considerations: The investigation must comply with employment laws and protect the rights of all parties. Companies should consult legal counsel for complex cases involving discrimination, harassment, or potential violations of collective bargaining agreements.

Example: After receiving a complaint about workplace harassment, HR interviews the employee, the accused coworker, and any witnesses. They may review security footage and chat logs to verify the claims before deciding on the next steps.

Step 4. Resolving the grievance

After reviewing the evidence, HR and management decide how to resolve the issue. If the grievance is valid, they take corrective action, such as issuing a warning, changing policies, or providing additional training. If the grievance lacks evidence, they explain why they won't take action.

Decision-making process: Leadership should review all evidence objectively and make decisions based on facts, company policy, and legal requirements. The resolution should be proportionate to the severity of the issue.

This step includes the following actions and requirements: 

• Communication requirements: The company must communicate the decision clearly to all relevant parties. This includes explaining the reasoning behind the decision and any corrective actions being taken.

• Corrective actions: Appropriate responses might include disciplinary action like written warnings, policy changes, additional training, reassignment, or process improvements. The action should address the root cause of the problem.

• Documentation: All decisions and actions must be thoroughly documented in the grievance file. This documentation serves as legal protection and helps ensure consistent handling of similar issues.

Example: An investigation confirms that a manager repeatedly overlooked a qualified employee for promotions because of personal bias. As a resolution, leadership assigns a different manager to oversee the employee's career development and implements bias training for supervisors.

Step 5. Following up

After resolving the grievance, HR checks in with the employee to ensure the appropriate addressing of the issue. If the employee feels unhappy with the outcome, they may choose to appeal through the company's appeal process.

This step includes the following actions and requirements: 

• Follow-up responsibilities: HR should schedule follow-up meetings to ensure the resolution is effective and no retaliation has occurred. This demonstrates the company's commitment to a fair process.

• Monitoring effectiveness: Companies should track whether the implemented solutions actually resolve the underlying issues. This may require ongoing monitoring of workplace dynamics and employee satisfaction.

• Appeal process: If the employee disagrees with the resolution, they should have access to an appeal process. This might involve review by senior management, an ombudsman, or in unionized workplaces, arbitration.

• Record keeping: The grievance file should remain active during the follow-up period and include documentation of all follow-up activities and outcomes.

Example: An employee who filed a grievance about unsafe working conditions receives a follow-up meeting with HR. The company has repaired faulty equipment, but the employee still feels the workplace remains unsafe. They request further action, leading to a full safety audit.

What is a grievance procedure policy?

A grievance policy is a structured, written framework that outlines how employees can raise concerns about workplace issues and how the organization will respond. 

The policy serves multiple purposes beyond just handling complaints. It:

• Promotes accountability throughout the organization

• Ensures legal compliance with employment laws 

• Fosters a respectful workplace culture where employees feel safe speaking up, even if there’s a workplace conflict

• Offers legal protection, as it shows that the company aims to resolve conflicts in an equitable way 

A strong grievance policy aims to resolve conflicts internally in a timely and equitable way. It establishes clear expectations for both employees and management, reducing confusion and ensuring consistent treatment across all cases

When employees understand the process and trust it will be followed fairly, they're more likely to raise concerns before they escalate into serious problems.

The policy also protects the company legally by demonstrating a commitment to addressing workplace issues properly. Courts and regulatory agencies look favorably on employers who have clear policies and follow them consistently.

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Grievance procedure policy: 4 crucial elements

A grievance policy sets the foundation for handling workplace complaints fairly and consistently. It outlines what qualifies as a grievance, how employees should report concerns, and the steps HR and management must follow. A clear policy prevents confusion, encourages accountability, and protects both employees and the employer.

Here are the key elements every grievance policy should include:

What qualifies as a grievance

A grievance policy should define the types of complaints employees can file. Examples of these complaints may be concerns that relate to discrimination, harassment, unfair treatment, contract violations, or unsafe working conditions. The policy should also specify what doesn't qualify, such as minor disagreements that can reach resolution informally.

Defined timelines for resolution

The policy should set deadlines for each stage of the grievance procedure. This may include the timeframe for lodging a grievance form, the expected response time from HR, and how long the company has to complete an investigation. Clear timelines can prevent grievances from dragging on indefinitely and provide employees with realistic expectations.

Steps in the grievance procedure

A strong grievance policy should outline the exact steps employees must follow when submitting a dispute. This may include reporting the issue to a supervisor, filing a written grievance, participating in an investigation, and awaiting a final decision. A clear definition of the steps can prevent inconsistencies and help HR manage grievances efficiently.

Appeal options

Employees should have the right to appeal if they believe the grievance procedure didn't result in a fair decision. The policy should explain how the appeals process works, including who reviews appeals, how long employees have to submit one, and what supporting evidence they need to provide. A structured appeal process can enable employees to feel heard and can give the company a chance to reconsider decisions if new information arises.

How to create a grievance procedure policy

Developing a clear, effective grievance procedure policy requires careful planning and attention to legal requirements. A well-crafted policy protects both employees and the organization while ensuring compliance with employment laws. Follow these steps to create a comprehensive grievance procedure policy:

Step 1. Define what constitutes a grievance

Start by clearly outlining what types of workplace issues qualify as formal grievances. Include specific examples such as discrimination, harassment, unfair treatment, policy violations, workplace safety concerns, and contract disputes. Also specify what doesn't qualify, such as general complaints about company direction or minor interpersonal conflicts that can be resolved informally.

Be specific about the difference between grievances and other HR processes like performance management or disciplinary actions. This clarity helps employees understand when to use the grievance procedure versus other available channels.

Step 2. Designate a clear reporting process

Establish multiple reporting channels so employees can choose the most appropriate option for their situation. This might include reporting to direct supervisors, HR representatives, senior management, or through anonymous hotlines.

Specify who should receive different types of grievances. For example, complaints about immediate supervisors might go directly to HR, while safety concerns might involve both HR and facilities management.

Step 3. Establish an investigation protocol

Create a standardized investigation process that ensures thoroughness and fairness. Define who conducts investigations, what steps they must follow, and how they document findings. Include requirements for interviewing all relevant parties, gathering evidence, and maintaining confidentiality.

Set clear timelines for each phase of the investigation. Most companies aim to complete initial investigations within 2-4 weeks, though complex cases may require more time.

Step 4. Communicate outcomes and next steps

Develop procedures for communicating investigation results to all parties involved. Specify what information gets shared with whom, and how decisions are documented and implemented.

Include requirements for explaining the reasoning behind decisions, especially when grievances are not upheld. Employees deserve to understand why their concerns weren't validated, even if they disagree with the outcome.

Step 5. Offer an appeal process

Create a structured appeal process that allows employees to challenge decisions they believe are unfair or inadequately addressed. Define who reviews appeals, what new evidence can be presented, and the timeline for appeal decisions.

Consider involving neutral third parties for appeals, such as senior executives not involved in the original decision or external mediators for complex cases.

Step 6. Make the policy accessible (and review it regularly!) 

Ensure the policy is easily accessible to all employees through employee handbooks, company intranets, and training materials. Regularly review and update the policy to reflect changes in employment law, company structure, or lessons learned from past grievances.

Train managers and HR staff on policy requirements and conduct periodic reviews to ensure consistent application across the organization.

Grievance procedure best practices

Here are some best practices to keep the grievance process smooth and effective:

1. Training managers on handling grievances

Supervisors and managers play an important role in the grievance procedure. They need to know how to handle informal complaints, guide employees through the process, and avoid actions that could escalate a situation. Regular training can help them respond professionally and consistently.

2. Maintaining confidentiality and impartiality

A grievance procedure should protect employees from retaliation or workplace tension. Managers and HR should keep grievances private and only involve those directly handling the issue. Remaining impartial encourages fair investigations and prevents bias from influencing outcomes.

3. Communicating the procedure effectively to employees

Employees won't use a grievance procedure if they don't understand how it works. Businesses should include clear grievance policies in employee handbooks, discuss them during onboarding, and make forms easily accessible. When employees know their rights and options, they feel more confident raising concerns.

4. Regularly reviewing and updating the grievance policy

Laws change, workplace dynamics shift, and new challenges can emerge. HR should regularly review the grievance procedure to make sure it aligns with legal requirements and best practices. Gathering employee feedback can also highlight areas of the process that may need improvement.

What is a grievance form, and how is it used?

A grievance form is a standardized document that employees use to formally submit workplace complaints. It serves as the official starting point for the grievance procedure, and it ensures that all necessary information is captured consistently.

The form plays a crucial role in maintaining clear documentation throughout the process. It helps employees organize their thoughts and present their concerns in a structured way, while giving HR and management the specific information needed to conduct a fair investigation.

Organizations use grievance forms to ensure consistency across all complaints. Rather than receiving informal emails or verbal complaints that might lack important details, the form prompts employees to provide key information such as dates, witnesses, specific incidents, and desired outcomes.

The form also serves important legal purposes. It creates a documented record of when the complaint was filed, what specific issues were raised, and what resolution the employee sought. This documentation can be crucial if the case escalates to litigation or regulatory complaints.

From an organizational perspective, grievance forms help HR departments track patterns and trends in workplace issues. They can identify whether certain departments, managers, or policies are generating multiple complaints, allowing for proactive interventions.

Grievance procedure form example and template

A grievance form gives employees a structured way to document workplace concerns. It ensures consistency, helps HR conduct a fair investigation, and provides a record of the complaint. Below, you can find a grievance form template and examples of what each section includes:

Manage employee concerns with ease using Rippling

Managing employee concerns efficiently is essential for maintaining a productive workplace. Rippling's workforce management platform offers a comprehensive solution to streamline HR tasks and employee management, including grievance management. With HR, IT, Payroll, and Spend in one platform, built on a single source of truth, Rippling enables businesses to manage and automate the entire employee lifecycle, from onboarding to offboarding.

Key features include:

• HR management: Rippling's Human Resource Information System (HRIS) allows you to manage employee data seamlessly. This includes tracking employee information, managing compensation bands to prevent out-of-band compensation, and automating HR compliance tasks.

• Workflow automation: With Rippling's Workflow Studio, you can trigger advanced workflows using any data, ensuring that you handle grievance procedures consistently and efficiently.

• Analytics and reporting: The platform's analytics feature allows you to run comprehensive reports on your workforce without the need for any coding. This capability enables you to monitor grievance trends, assess the effectiveness of resolutions, and make informed decisions to improve workplace culture.

• Role-based permissions: With Rippling, you can customize access, approvals, and more by role, ensuring that sensitive grievance information is only accessible to authorized personnel. This feature can enhance confidentiality and compliance within your grievance management process.

• Surveys: The platform's engagement tools enable HR teams to gather anonymous feedback through surveys, helping your business proactively address workplace concerns before they escalate into formal grievances.

By leveraging Rippling's all-in-one workforce management platform, you can handle employee grievances more effectively, ensuring timely resolutions, enhancing employee retention, and maintaining a positive work environment.

Grievance procedure FAQs

What qualifies as a grievance?

A formal grievance is a complaint an employee submits about a workplace issue that affects them. If the issue impacts an employee's rights, working conditions, or ability to do their job, it typically qualifies as a grievance. A strong grievance policy outlines exactly what is a grievance complaint and the process for filing one.

What does HR do in a grievance?

HR plays a key role in the grievance process by ensuring the fair and consistent handling of the issue. Once an employee files a formal grievance, HR reviews the complaint, gathers evidence, conducts interviews, and works with management to determine a resolution. They follow company policies and employment laws while keeping the process confidential and unbiased.

Companies that clearly define what is a grievance procedure ensure employees know what to expect when raising concerns.

What is an example of a grievance?

Many grievance examples exist, but a common one involves an employee claiming a manager denied them a promotion because of favoritism rather than performance. In this case, HR reviews the hiring process, checks performance records, and discusses the decision with relevant managers to confirm compliance with company policies.

A well-documented grievance policy ensures fairness in situations like this.

How long does a grievance procedure take?

The length of a grievance procedure depends on the complexity of the issue, the number of people involved, and company policies. Many businesses aim to acknowledge grievances within a few days, complete an investigation within two to four weeks, and provide a resolution soon after. If the case involves legal concerns or multiple parties, it may take longer.

Following the 5 steps of the grievance procedure, starting with a discussion and ending with a resolution, helps keep the process structured and efficient.

How does HR investigate a grievance?

HR investigates a grievance by gathering facts, speaking with relevant parties, and reviewing company policies to determine what happened. The process typically includes:

1. Reviewing the grievance complaint: HR examines the formal grievance to understand the issue, the people involved, and any policies that apply.

2. Collecting evidence: They then gather relevant documents, emails, security footage, or performance records that support or disprove the claim.

3. Interviewing involved parties: HR speaks with the employee about the grievance concerns, the individual or individuals named in the complaint, and any witnesses. These interviews help clarify the facts and provide multiple perspectives.

4. Cross-checking information: They then compare statements with available evidence to identify inconsistencies or patterns that confirm or contradict the grievance.

5. Consulting company policies and legal guidelines: HR ensures that the investigation aligns with the company's grievance policy, workplace rules, and employment laws.

6. Compiling findings: They then summarize the evidence and present a report to leadership with recommendations for resolving the issue.