What is a grievance procedure?

It's the process an employer uses to deal fairly with a concern, problem or complaint raised by an employee — normally: acknowledge it, hold a meeting, decide, and allow an appeal.

What are the steps in a grievance procedure?

Consider informal resolution first, acknowledge the written grievance, hold a meeting (at which the employee can be accompanied), investigate and decide, confirm the outcome in writing, and offer a right of appeal.

Does the employee have the right to be accompanied at a grievance meeting?

Yes — at a formal grievance meeting, on a reasonable request, the employee has a statutory right to be accompanied by a colleague or a trade union representative.

How long do I have to respond to a grievance?

There is no fixed statutory deadline, but the Acas Code says you should deal with grievances without unreasonable delay. Acting promptly is both good practice and lower-risk.

Can an employee appeal a grievance outcome?

Yes — you should offer a right of appeal, ideally heard by someone not previously involved in the original decision.

Do I have to follow the Acas Code for grievances?

It isn't a criminal offence not to, but tribunals take it into account: an unreasonable failure to follow the Acas Code can adjust a compensation award by up to 25%. In practice, employers should follow it.

What if a grievance is raised during a disciplinary process?

It's common. Depending on the circumstances, you may deal with the grievance and disciplinary together, or briefly pause the disciplinary to address the grievance first. Handle both fairly.

Can a grievance be raised informally?

Yes — the Acas Code encourages resolving concerns informally where possible. This pack covers the formal process for when informal resolution isn't appropriate or hasn't worked.

Can ignoring a grievance lead to a legal claim?

Potentially. A serious failure to deal with a genuine grievance can damage the relationship of trust and confidence and, in serious cases, contribute to a constructive dismissal claim if the employee resigns in response.

What if the grievance is about discrimination or whistleblowing?

Treat these with particular care. A discrimination or harassment complaint may engage the Equality Act 2010, and a report of wrongdoing may be a protected disclosure (whistleblowing) with additional protections — but not every grievance is a protected disclosure. Take advice before responding.

England & WalesProcess pack

Grievance Process Pack (England & Wales)

Raising a workplace grievance follows a specific sequence, and this pack covers the two steps where you, as the employee, put something in writing. Each document below is a faithful, diff-verified reproduction of the corresponding ACAS grievance letter templates. Read the step-by-step guide for how these fit together.

Document sequence

1
Grievance Letter (Worker Raising a Grievance) — England & WalesDiff-verified against the ACAS source
2
Grievance Appeal Letter (Worker Appealing a Grievance Decision) — England & WalesDiff-verified against the ACAS source

This information is a general guide for employers in England & Wales. It is not legal advice, and it applies to England & Wales only — the law differs in Scotland and Northern Ireland. Laws and rates change over time — always verify the current position before relying on this information. For advice on your specific situation, consult a qualified professional.

Overview

A grievance is a concern, problem or complaint that an employee raises with their employer — for example about their treatment at work, working conditions, pay, or the behaviour of a colleague or manager. In England & Wales, a fair grievance process is expected to follow the Acas Code of Practice on Disciplinary and Grievance Procedures. The Grievance Process Pack (England & Wales) gives employers the documents to handle an employee grievance properly and fairly — from acknowledging the grievance, to the meeting, the outcome and the appeal — in the order you need them, aligned with the Acas Code. (Note: a grievance is raised by the employee. If you are addressing an employee's conduct or performance, that is a disciplinary matter — see the Disciplinary Process Pack.)

When to use this pack

An employee has raised a formal grievance — a complaint or concern about their work, treatment, or another person at work.
You want to handle it fairly and in line with the Acas Code, and keep a proper written record.
You need the letters for acknowledging the grievance, inviting the employee to a meeting, giving the outcome, and dealing with any appeal.

When NOT to use this pack (read this first)

You are addressing an employee's conduct or performance. That is a disciplinary matter — use the Disciplinary Process Pack. Grievance and disciplinary are mirror images: grievance is raised by the employee; disciplinary is started by the employer.
The complaint is (or may be) a "protected disclosure" (whistleblowing) — for example reporting wrongdoing or a legal breach. These carry additional legal protections (ERA 1996, Part IVA; the Public Interest Disclosure Act 1998) — take advice before proceeding. (Note: not every grievance is a protected disclosure — but treat possible ones with care.)
The grievance is a formal complaint of discrimination or harassment. These may need careful handling under the Equality Act 2010 (where compensation is uncapped and can include injury to feelings) — take advice.

The process this pack covers

1
Consider informal resolution first
Where appropriate — many concerns can be resolved by a conversation before a formal process.
2
Acknowledge the formal grievance
The employee should set it out in writing.
3
Hold a grievance meeting
Without unreasonable delay, so the employee can explain their concern.
4
Allow the employee to be accompanied
By a colleague or a trade union representative (Employment Relations Act 1999, s.10).
5
Investigate as needed and decide
On any action, then confirm the outcome in writing.
6
Offer the right to appeal
Heard, wherever reasonably practicable, by someone not previously involved.

Key figures

The Acas Code matters: If a party unreasonably fails to follow the Acas Code, an employment tribunal can adjust a compensation award by up to 25% — increasing it where the employer is at fault, or reducing it where the employee is, where it considers it just and equitable (TULRCA 1992, s.207A).
Constructive dismissal risk: If an employer commits a fundamental breach of the employment contract — including the implied term of trust and confidence — and the employee resigns in response without affirming the contract, the employee may claim constructive (unfair) dismissal (Western Excavating (ECC) Ltd v Sharp [1978] ICR 221; the trust-and-confidence term in Malik v Bank of Credit and Commerce International SA [1997] ICR 606; on affirmation, Bournemouth University Higher Education Corporation v Buckland [2010] EWCA Civ 121). A serious failure to deal with a genuine grievance can contribute to such a breach (WA Goold (Pearmak) Ltd v McConnell [1995] IRLR 516), and a series of acts can cumulatively amount to a breach (Lewis v Motorworld Garages Ltd [1986] ICR 157).
Right to be accompanied: At a formal grievance meeting, the employee has a statutory right, on a reasonable request, to be accompanied by a colleague or a trade union representative (Employment Relations Act 1999, s.10). If the companion isn't available, the employee can propose an alternative time within five working days.

Frequently asked questions

What is a grievance procedure?: It's the process an employer uses to deal fairly with a concern, problem or complaint raised by an employee — normally: acknowledge it, hold a meeting, decide, and allow an appeal.
What are the steps in a grievance procedure?: Consider informal resolution first, acknowledge the written grievance, hold a meeting (at which the employee can be accompanied), investigate and decide, confirm the outcome in writing, and offer a right of appeal.
Does the employee have the right to be accompanied at a grievance meeting?: Yes — at a formal grievance meeting, on a reasonable request, the employee has a statutory right to be accompanied by a colleague or a trade union representative.
How long do I have to respond to a grievance?: There is no fixed statutory deadline, but the Acas Code says you should deal with grievances without unreasonable delay. Acting promptly is both good practice and lower-risk.
Can an employee appeal a grievance outcome?: Yes — you should offer a right of appeal, ideally heard by someone not previously involved in the original decision.
Do I have to follow the Acas Code for grievances?: It isn't a criminal offence not to, but tribunals take it into account: an unreasonable failure to follow the Acas Code can adjust a compensation award by up to 25%. In practice, employers should follow it.
What if a grievance is raised during a disciplinary process?: It's common. Depending on the circumstances, you may deal with the grievance and disciplinary together, or briefly pause the disciplinary to address the grievance first. Handle both fairly.
Can a grievance be raised informally?: Yes — the Acas Code encourages resolving concerns informally where possible. This pack covers the formal process for when informal resolution isn't appropriate or hasn't worked.
Can ignoring a grievance lead to a legal claim?: Potentially. A serious failure to deal with a genuine grievance can damage the relationship of trust and confidence and, in serious cases, contribute to a constructive dismissal claim if the employee resigns in response.
What if the grievance is about discrimination or whistleblowing?: Treat these with particular care. A discrimination or harassment complaint may engage the Equality Act 2010, and a report of wrongdoing may be a protected disclosure (whistleblowing) with additional protections — but not every grievance is a protected disclosure. Take advice before responding.

Legislation & regulations

Acas Code of Practice on Disciplinary and Grievance Procedures
Employment Rights Act 1996, Part X (unfair dismissal) and Part IVA (protected disclosures)
Public Interest Disclosure Act 1998, whistleblowing protections, inserted as ERA 1996 Part IVA
Employment Relations Act 1999, s.10 (right to be accompanied)
Trade Union and Labour Relations (Consolidation) Act 1992, s.207A (up to 25% adjustment)
Equality Act 2010, discrimination and harassment complaints

Case law

Western Excavating (ECC) Ltd v Sharp [1978] ICR 221 — The constructive dismissal test
Malik v Bank of Credit and Commerce International SA [1997] ICR 606 — The implied term of trust and confidence
WA Goold (Pearmak) Ltd v McConnell [1995] IRLR 516 — Failure to address a grievance and trust and confidence
Bournemouth University Higher Education Corporation v Buckland [2010] EWCA Civ 121 — Affirmation in constructive dismissal
Lewis v Motorworld Garages Ltd [1986] ICR 157 — A cumulative series of acts ("last straw")

Regulator / official guidance

This information is for informational purposes only and does not constitute legal advice. For advice on a specific situation, consult a qualified adviser or Acas (acas.org.uk).