We at Kew Green understand that from time to time issues may arise at work that need to be addressed. All colleagues who have raised a grievance will be treated fairly at all times before, during and after the conclusion of the Grievance Procedure.
If you have an issue, in the first instance we advise that you raise this with your Line Manager so a harmonious working environment can be restored as quickly as possible. If you complaint relates to your Line Manager, then you can raise this with the next more senior manager, for example the Business Excellence Manager, Area General Manager or Director if you are based at Head Office or Commercial Hub.
It may be appropriate for the matter to be dealt with by way of mediation, depending on the nature of your grievance. This involves a third-party mediator, who will discuss the issues raised by your grievance with all of those involved and seek to facilitate a resolution. Mediation will be used only where all parties involved in the grievance agree.
If a complaint cannot be resolved informally, you should raise it using the formal procedure, the grievance should be raised in writing to either your Line Manager, or where this is not appropriate, your next level of management. If the company believes that the grievance is too serious to be dealt with informally, you will be informed of this and the complaint will be escalated and the formal approach applied.
Once your grievance has been raised, the Manager hearing the grievance will invite you to attend a formal hearing in order to discuss the matter where a note taker will be present. The hearing will be held as soon as is reasonably practicable and, subject to any need to carry out prior investigations.
At the end of your hearing, the Manager will advise you on how much time it may take to determine the outcome of the grievance. If this will be a longer amount of time the Manager will update you on the reason for delay and when an outcome will be with you.
Following the grievance hearing, further investigations may take place with potential witnesses and other colleagues in question. The purpose of the investigation is to establish evidence to provide a balanced and informed view.
Colleagues requested to attend investigation meetings do not have a statutory right to be accompanied by a work colleague or trade union representative at the investigation meeting, however, there are exceptions - see Colleagues Right of Accompaniment section below to clarify the companion’s rights.
Once any required investigations are finalised, the manager will determine the outcome of the grievance. The outcome of the grievance will be confirmed to you in writing and will specify the reasons for any decision made.
If you feel the grievance decision has not resolved to your satisfaction you may appeal.
You must submit your appeal in writing and send the appeal letter to the designated appeal Manager on your grievance outcome letter no later than five days after receipt of the letter.
You will be invited to attend an appeal hearing within ten working days of the appeal being received.
The grievance appeal hearing will follow the same process as the Stage One hearing. Following the hearing, the appeal Manager will make a final decision on the appeal within five working days of the end of the hearing and notify you in writing of the outcome.
When raising a grievance you have the right to be accompanied by either a work colleague or trade union representative (*) of your choice throughout all formal stages of the Grievance Procedure.
(*) ‘Trade union representative’ means any colleague who is also a trade union official or an official of a trade union who is not a colleague of the Company, but who has been certified by their union as being competent to accompany a colleague.
The companion has the right to:
confer with the you before and during the meeting and hearing, including before you answer any questions;
respond on behalf of you to any views expressed at the grievance hearing;
put forward your grievance in opening and closing statements made at the grievance hearing which sums up your case.
The companion does not have the right to answer any questions put directly to you by the managers conducting the grievance hearing, or to address the hearing if you do not wish it, or prevent you from explaining your case or answering any questions.
Any colleague who is required to act in the capacity of a companion at a grievance hearing or a grievance appeal hearing will be entitled to a reasonable period of paid time-off from work duties to complete this role. This will include a reasonable period of time-off for the companion to familiarise him/herself with the case and confer with the colleague.
Where colleagues have difficulty expressing themselves because of language or other difficulties, such as a disability, they may wish to seek help from a work colleague or trade union representative.
The companion has an obligation to behave in a constructive and professional manner at all times. Continued inappropriate conduct by the companion may result in them being asked to leave the meeting and/or they may be requested not to attend future meetings convened relating to that grievance process. In the event of this occurring, the colleague may choose an alternative companion.