Last updated on Apr 16, 2024

What do you do if an employee files a formal complaint in Employee Relations?

Employee relations (ER) is a key aspect of human resources management that involves building and maintaining positive relationships between employers and employees. However, sometimes conflicts, disputes, or grievances may arise that require formal intervention and resolution. If an employee files a formal complaint in ER, it is important to follow a fair and consistent process that respects the rights and responsibilities of all parties involved. Here are some steps to take if you face this situation.

1 Understand the complaint

The first step is to understand the nature and scope of the complaint, and the relevant policies and procedures that apply. You should review the employee's written complaint, and any supporting documents or evidence they provide. You should also check the company's code of conduct, employee handbook, collective agreement, or any other sources of guidance on how to handle ER issues. You should identify the main problem, the desired outcome, and the potential impact of the complaint on the employee, the employer, and other stakeholders.

Add your perspective

Munish Bakshi - LSSMBB, PRINCE 2, ITIL

SVP Process Excellence & Business Transformation - Teleperformance DIBS
When we are facing an employee's formal complaint in Employee Relations first and foremost we should prioritize listening with empathy. Respect the employee's perspective & concerns, ensuring they feel heard & supported through out . Then comes conducting a thorough investigation, gathering facts objectively & confidentially. One imp element is to communicate transparently with all parties involved for maintaining professionalism & fairness at all levels . At the end we should strive for a resolution that promotes mutual understanding & a constructive workplace culture, while adhering to relevant policies and regulations.
Like
Report contribution

2 Acknowledge the complaint

The next step is to acknowledge the receipt of the complaint, and inform the employee of the next steps and the expected timeline. You should communicate with the employee in a respectful and professional manner, and express your commitment to resolving the issue as quickly and fairly as possible. You should also explain the roles and responsibilities of the ER staff, the employee, and any other parties involved in the process. You should also assure the employee of confidentiality and protection from retaliation.

Add your perspective

Chisom Onwuekwe

Senior People and Culture Manager | Talent Development professional | L&D strategist: Building High-Performing Teams & Cultivating Positive Employee Experiences through Skill Development & Engagement
I believe the first thing to do upon receiving a complaint is to acknowledge receipt. In doing so, it is important to assure them that their complaints are not taken lightly and that a fair and confidential investigation will be followed. It is also important to highlight timelines where applicable so that the employee doesn't feel like it'll eventually be stifled.
Like
Report contribution
Faaiza Syed

Empowering Excellence: Bridging Legal Expertise with Strategic Leadership and Management
This is a brief outline that will assist 1. Acknowledge receipt formally 2. Read and understand the specifics of the complaint and apply all relevant policies/ procedures 3. Maintain full confidentiality 4. Assess whether the complaint can be handled by you or needs to be escalated. 5. Collect any relevant information, documents, or evidence. 6. Refer to the organization's policies on handling complaints and follow the established protocols. 7. Conduct a fair, impartial, and thorough investigation into the complaint. 8. Consider whether any interim action needs to be taken during the investigation period. 9. Formulate a response to the complainant 10. Determine the appropriate action 11. Document all steps taken 12. Conduct follow-up l
Like
Report contribution

3 Investigate the complaint

The third step is to conduct a thorough and impartial investigation of the complaint, and gather all the relevant facts and information. You should interview the employee, the respondent (the person or group against whom the complaint is made), and any witnesses or sources of evidence. You should ask open-ended questions, listen actively, and document the responses. You should also review any records, documents, or policies that relate to the complaint. You should analyze the data, and determine whether there is sufficient evidence to support or reject the complaint.

Add your perspective

Chisom Onwuekwe

Senior People and Culture Manager | Talent Development professional | L&D strategist: Building High-Performing Teams & Cultivating Positive Employee Experiences through Skill Development & Engagement
Investigation is where the bulk of the work lies. This involves a review of relevant documents, such as emails, evidence, or policies. If witnesses are mentioned, call them to get their perspective. In a case of a grievance and depending on the gravity of the issue, the setup of a higher panel may be required for further findings.
Like
Report contribution

4 Resolve the complaint

The fourth step is to propose and implement a resolution that addresses the complaint and restores a positive ER climate. You should consider the findings of the investigation, the employee's desired outcome, and the employer's interests and obligations. You should also consult with the employee, the respondent, and any other parties involved in the process. You should aim for a mutually acceptable solution that meets the needs and expectations of all parties, and that complies with the company's policies and procedures. You should also document the resolution, and communicate it to the employee and the respondent.

Add your perspective

5 Follow up on the complaint

The final step is to follow up on the complaint, and monitor the implementation and effectiveness of the resolution. You should check in with the employee and the respondent, and provide them with feedback and support. You should also evaluate the outcome of the complaint, and identify any lessons learned or areas for improvement. You should also update the company's records, policies, or procedures if necessary, and report on the results of the complaint to the relevant authorities.

Add your perspective

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

Employee Relations

Rate this article

We created this article with the help of AI. What do you think of it?

It’s great It’s not so great

Report this article

See all

What do you do if an employee files a formal complaint in Employee Relations?

1

2

3

4

5

6

1 Understand the complaint

2 Acknowledge the complaint

3 Investigate the complaint

4 Resolve the complaint

5 Follow up on the complaint

6 Here’s what else to consider

Employee Relations

Rate this article

Thanks for your feedback

More articles on Employee Relations

More relevant reading

What do you do if an employee files a formal complaint in Employee Relations?

1

2

3

4

5

6

1 Understand the complaint

2 Acknowledge the complaint

3 Investigate the complaint

4 Resolve the complaint

5 Follow up on the complaint

6 Here’s what else to consider

Employee Relations

Rate this article

Thanks for your feedback

Explore Other Skills