Creating a workplace where employees feel valued and safe to express concerns isn’t just a moral obligation; it directly impacts business outcomes. According to Gallup, highly engaged workplaces see a 41% reduction in absenteeism and a 17% increase in productivity. So why is it that many businesses still do not have a method for handling complaints? Failing in handling them leads to unresolved conflicts, high turnover rate or even legal action. So, here you have a concise guide to help HR personnel or employers in navigating employee grievances fairly, effectively, and in a caring manner.
When voices are heard, companies thrive!
What Are Workplace Complaints?
A workplace complaint is an employee’s expression indicating that they have a dissatisfaction regarding a perceived injustice or breach of rights. Complaints may arise from informal conversations about micromanaging, bullying or discrimination.
- Poor working conditions
- Managerial behavior
- Pay disputes
- Health and safety concerns
- Harassment and bullying
James Owen, Cofounder of Click Intelligence believes all workplace complaints should be taken seriously, regardless of their severity. Because if complaints are not managed at the complaint stage, a minor grievance can quickly escalate into legal problems or a resignation.
Why Formal Complaint Process Matters?
Utilizing a clear complaint process safeguards both the employer and employee. As the ACAS Code of Practice ensures grievances are dealt with in a timely, fair, and open manner. Not adhering to the ACAS Code of Practice can have negative implications at an employment tribunal, and compensation awards can be uplifted by 25% if employers are found with deviations from the Code.
Step 1: Create an Environment of Open-Door
David Magnani, Managing Partner of M&A Executive Search said, employees often feel afraid to file any complaint to avoid being in hot water and endlessly investigated by their employer. Employers must create a safe environment for employees to speak openly and express their concerns effectively.
The open-door policy should be approachable to employees combined with empathy and confidentiality in the initial phase. Employees must feel welcomed and heard.
For example, an employee may file a complaint about feeling sidelined during a meeting by a manager. In this case, the employee must write a formal email to express their concern regarding the event. To address the employee’s concern, the manager can allow the employee to review one meeting in a month to compensate for their grievances. This way, the employee’s morale will be raised, and they will become more proactive.
Step 2: Acknowledge the Complaint
Employees might have been feeling overwhelmed by the occurrence of any unfavorable event, so employers must show politeness. When an employee raises any concern or complaint, acknowledge it sincerely.
Listen to their complaints, and don’t argue even if you don’t agree with their perspective. Repeating complaints back to the employee makes them feel heard and valued. It builds trust for employers among employees.
For example: A warehouse worker complained about inconsistent shift scheduling. The supervisor reiterated the concern and promised to investigate, which helped ease tensions immediately.
Step 3: Apologize and Thank Them
An apology doesn’t always mean admitting fault. It shows empathy. Thanking the employee for raising an issue reinforces trust.
Example: In a case of miscommunication between two departments, a simple apology from the team lead and acknowledgment of the mistake prevented further resentment.
Step 4: Document the Complaint
Record and document the complaint. This step is essential and includes:
- Who the complaint involves
- Who filed it (confidentially)
- Date, time, and location of the incident
- Duration of the behavior
- Any witnesses
Proper documentation ensures transparency and supports future actions if needed.
Source: https://www.collierbroderick.ie/
Step 5: Gather the Facts
Appoint an unbiased investigator. For serious allegations (harassment, etc.), involve lawyers. For less serious complaints, you can use an internal HR representative.
Interview witnesses/parties and gather written statements. Make sure to separate the facts from feelings.
As stated by the Society for Human Resource Management (SHRM), 72% of HR professionals stated that early intervention decreases the risk of legal escalation.
Step 6: Hold a Formal Meeting
Once you gather all the information required to address the complaint, arrange a formal meeting and document everything. Give the complainant a chance to present the event evidence or bring witnesses and propose a solution.
Employers or HR must take detailed notes and circulate them in the workplace for further confirmation. This step promotes fairness and avoids miscommunication.
Step 7: Discuss With Both Parties
After looking at the evidence, you will meet with the complainant to discuss your findings. Encourage the complainant to give you his/her view and preferred solution.
If you find that the complaint is valid, you will explain what corrective actions you will take. If it isn’t, you will explain how and why it was not, and reassure them that their complaint was still important.
Step 8: Take Action and Communicate the Solution
Make a decision—either accept or reject the complaint in whole, or in part, and provide a written notification of the solution to the employee. Also, keep them in the loop for the next steps.
Tip: Always provide guidance on handling the similar complaints, and include an explanation of the appeal process if any.
Step 9: Review the Case
Once you reach the solution, review the case again. Seek feedback from the employee about their experience in the process. This can help you maintain their trust and also identify ways to improve the process or your policy.
An example: A technology firm began conducting monthly one-on-one check-ins with all staff members, after about six complaints were lodged regarding the gaps in communication with their managers. In six months, complaints were reduced by 30%.
A fast, fair, communicable complaint process will not only resolve matters but helps improve the workplace culture. Employees who can trust the complaint system will engage more and eventually turn into loyal brand advocates.
Concluding Thoughts
Managing employee complaints with mindfulness, structure, and kindness—provides a sense of fair process that creates a healthier work environment for all employees. HR practitioners and employers are key in carving a culture that fosters a healthy workplace. Complaints become an opportunity when there is communication and process, instead of a liability to workplace harmony.
Investing in a robust complaints system, today, may save your business tomorrow.