Handling discrimination cases

Detailed policies, processes, and procedures for fair resolutions

Handling complaints properly

When someone raises a concern (formally or not), how you respond says everything about your culture.

Start by listening

The first conversation will set the tone for the rest of the process.
Listen and let them speak without interruption.
If you feel they might need some guidance or encouragement, ask open ended questions.
You don’t need to have all the answers in that moment, but show care and let them know that you and your business takes it seriously.

Follow your grievance procedure

A strong grievance process should:

Include an investigation by someone impartial.
Be handled fairly and without delay.
Be resolved with a clear outcome and the option to appeal.
Ensure that everything has been documented, from start to finish.

Remember: Complaints are stressful for everyone involved. Be sure to check in regularly with both parties and remind them of support routes available, such as EAPS.

Every organisation should have a clear procedure in place for this, and employees should know exactly where to find it.

What if the employee appeals?

If the employee disagrees with the outcome, they should be given the opportunity to appeal.

If the employee disagrees with the outcome, they should be given the opportunity to appeal.

This must be heard by someone different from the original decision-maker, ideally someone more senior or even external.
Again, transparency is key. You need to show the employee that their concern was heard and properly reviewed before a decision was made.
If internal routes fail, or the employee still feels like they’ve been treated unlawfully, then they may decide to pursue a claim with an employment tribunal.