Grievance procedure

Published: 11 September 2024
Freedom of information class: How we manage our resources

The purpose of the grievance procedure is to ensure all employees have access to a procedure to deal with work related grievances fairly and consistently.


1. Purpose and scope

1.1 RoS is committed to providing a positive working environment where employees are treated fairly and with dignity and respect.

1.2 Grievances are concerns, problems, or complaints that members of employees may have at work. RoS recognises that sometimes grievances arise and that employees may need support to resolve them.

1.3 This procedure explains how grievances should be managed and the steps that will be taken to find a resolution as swiftly as possible.

1.4 This procedure applies to all employees and relates to issues or incidents that have occurred in work or in a work-related situation. It does not apply to those who are no longer working at RoS.

1.5 This procedure does not apply to matters collectively agreed with the Ros’s recognised trade union.

1.6 This procedure should be followed when an employee has a grievance under the Dignity at Work Policy.

1.7 This procedure should be read in conjunction with the Grievance Policy.

2. Informal procedure

2.1 Concerns, problems and complaints can often be raised and settled as a matter of course through open communication. Many problems can be settled quickly and informally through informal discussions between employees and / or line managers. The employee should explain their concern, problem, or complaint informally to those involved and explain how they would like to see it resolved.

2.2 Mediation or supported conversations may assist in resolving a grievance informally and HR should be consulted at an early stage to support these interventions where appropriate.

2.3 Where an employee has raised a grievance informally with their line manager, the line manager should respond to the grievance as soon as possible but normally no longer than three working days after it was first raised.

2.4 If the complaint concerns the immediate line manager, the grievance should be raised with a more senior manager or by contacting HR.

2.5 Line managers involved in supporting informal resolution of a grievance can contact HR for advice and support. The outcome of any informal meeting, supported conversation or mediation should be confirmed in writing to the employee who raised the grievance.

3. Formal procedure

3.1 If it is not possible to resolve a grievance informally the employee should complete the formal Grievance Form and send the form to their line manager. This should be done in writing and without unreasonable delay.

3.2 The Grievance Form should set out the nature of the grievance, relevant facts, dates, and names of individuals involved, and the remedy or resolutions sought. The employee may be asked to provide further written details.

3.3 If the formal grievance relates to the employees’ line manager, then the employee should send the form to their senior manager or HR. The employee can also contact HR for advice and support.

3.4 In all cases HR advice and support should be obtained within three days of a line manager receiving a formal Grievance Form.

4. Grievance meeting

4.1 A grievance meeting will be arranged, normally within ten working days of receiving the written Grievance Form. The employee’s manager or another appropriate manager will hold the grievance meeting and conduct a fact-finding investigation.

4.2 The manager due to hold the grievance meeting will write to the employee, giving at least 5 days’ notice detailing the date and time of the grievance meeting; the name of the manager holding the meeting and advising of the employees right to be accompanied.

4.3 The purpose of the grievance meeting is to enable the employee to explain their grievance and how they think it should be resolved, and to assist in reaching a decision and/or resolution based on the available evidence and the representations made.

4.4 If the employee feels unable to attend for a reason related to their health, they should inform the manager holding the meeting. Consideration will be given to appropriate alternative arrangements according to the circumstances of the case.

4.5 Failure to attend a grievance meeting without good reason will result in the meeting proceeding in the absence of the employee and a decision made on the information available.

4.6 After the grievance meeting, further fact-finding investigations and further meetings may be required as considered appropriate. Such meetings or fact finding will be arranged without unreasonable delay to establish the facts. The amount of fact finding required will depend on the nature of the grievance and will vary from case to case. It may involve interviewing and taking statements from the employee and any witnesses and reviewing relevant documents.

4.7 The employee raising the grievance is expected to co-operate where further fact finding is required. This may include informing the manager considering the grievance of the names of any relevant witnesses, disclosing any relevant documents, and attending interviews.

4.8 The outcome of the grievance will be confirmed in writing without unreasonable delay and, where appropriate, will set out any further action that RoS intends to take to resolve the grievance. The employee will also be advised of their right to appeal the grievance outcome.

4.9 The possible outcomes of the grievance meeting(s) are:

  1. The grievance is upheld
  2. The grievance is not upheld
  3. The grievance is partially upheld
  4. A mutually agreeable resolution may be identified by all parties
  5. Facilitated conversations or mediation may be recommended.

4.10 If the grievance process raises or reveals a potential misconduct issue on the part of an employee this will be dealt with under RoS Disciplinary Policy.

4.11 The details of any outcomes applied to other individuals because of the grievance will be treated as confidential and will not be disclosed to any other parties of the formal Grievance.

5. Appeal

5.1 Employees have the right to appeal against the outcome of the grievance meeting.

5.2 The appeal must be in writing and submitted within ten working days of the date of the decision letter and state the reason for their appeal.

5.3 If the employee wishes to present additional evidence to support their case, then this must be provided to the Appeals Chairperson at least 2 working days in advance of the appeal hearing.

5.4 An appropriate senior manager will hold the appeal. To ensure an impartial approach the Chair of the appeal and the Chair of the original grievance meeting cannot be the same person.

5.5 The employee will be notified in writing of the proposed date, time and location of the appeal hearing and of their right to be accompanied by a trade union representative or work colleague.

5.6 If the chosen companion is unable to attend on the proposed date, then the employee (or their recognised Trade Union rep) is entitled to request a postponement. The rearranged date should be within 5 working days of the initial date proposed.

5.7 At the appeals meeting the employee will be asked to present their case to the Appeals Chair.

5.8 At the appeal stage, the appeal hearing manager will have the power to withdraw, vary, or uphold the original decision.

5.9 The decision of the appeal meeting is final. The employee will be notified in writing of the decision, typically within 10 working days.

6. Approval and review

6.1 This procedure will be reviewed and approved by the Policy and Practice Group annually, unless earlier review is appropriate.

Author Employee Relations Team
Reviewed Head of People and Change
Cleared People Director
Approval Policy and Practice Group (PPG) Approval date December 2023
Policy version V 2
Review responsibility Policy and Practice Group (PPG) Review date January 2024
Publication scheme Yes
Email to contactemployeerelations@ros.gov.uk