Grievance

No, there are a few things that are excluded, these are:

• Disciplinary or capability issues, including any grievance connected to misconduct or poor performance that is being investigated or subject to disciplinary processes

• An individual grievance that is already the subject of, or linked to, a collective dispute already raised

• Grievances that have already been heard within a six-month period, unless we've not implemented the agreed actions to resolve the problem

• Queries about pay, which need to be raised with your manager or payroll so as to avoid hardship (if you are still dissatisfied after this, you can then pursue a grievance)

No, you need to continue to implement the instruction throughout your grievance process (unless doing so would result in a serious breach of health & safety)

Please raise your concerns a soon as you can. We have a three step process to our grievance process.

If you have a problem, its usually a good idea to raise it informally with your manager first. If you don't feel comfortable discussing it with your manager, or if your concerns are about your manager, you can speak to your Area Manager or to HR. We'll do our best to resolve your concerns informally.

If you don't think we've dealt with your concerns, or you have a serious issue (such as sexual harassment or whistleblowing), you can raise a formal grievance in writing. Ideally, you should submit your grievance to your manager, but again, if you don't feel comfortable doing so, or if your complaint is about your manager, you should write to your Area Manager or HR. Alternatively you can use our handy Grievance Form, which will be submitted directly to HR, who will appoint the most appropriate person to deal with your grievance.

In your written grievance, please include information such as:

• what your grievance is about - please be as specific as possible

• any evidence you may have

• any witnesses who may be able to corroborate what you're saying

• what you want us to do about it

The more specific you are, the more it will help us to deal with your grievance, but please be realistic about your expectations when detailing what you want us to do about your grievance (for example if you have received an incorrect wage because someone made a one-off mistake, you may ask us to investigate and amend the payment, but it wouldn't be realistic for you to expect the person who made the mistake be dismissed).

Once we've received your grievance, you'll be invited to a grievance hearing (usually within 5 working days of raising your grievance), the invite will detail the date, time and venue for the meeting and advise you of your right to be accompanied. We would ask you to make every effort to attend on the date set and bring with you any evidence you want us to consider (if you haven't already provided it with your original grievance).

At the meeting, you'll be allowed to:

• explain your grievance in full

• express how you feel

• ask questions of us

• present your evidence

• provide details of witnesses for us to speak to

• detail how you think the problem can be resolved

We'll also ask you questions to make sure we fully understand your grievance. Its likely we'll then adjourn the meeting to carry out investigations before making our decision. 

When making our decision we'll take into account all our findings, what is deemed fair and reasonable and what we might have done before in similar circumstances. We'll deliver our decision in writing, along with any remedial action we are suggesting and timeframes. Our outcome letter will also tell you how to appeal our decision if you are unhappy.

If you think the outcome of your grievance wasn't correct, or we haven't followed our procedures, you can appeal. An appeal is not a repeat of the original investigation - it may be in the form of a review of the original process (which may be carried out purely in writing), or a rehearing where new evidence or matters have come to light.

Your letter of appeal should be sent to the person detailed in your outcome letter and within the timeframe set out - you should state why you are appealing, giving as much detail as possible.

Your appeal will be handled by a manager equal to or more senior than the person who heard your original grievance, and who hasn't been involved in the process prior to this.

You'll be invited in writing to an appeal hearing, detailing the time, date and location of the hearing and your right to be accompanied.

At the appeal hearing, you'll be given the opportunity to state the grounds for your appeal. When you've presented all your facts and evidence, the manager will adjourn the meeting, consider all the facts and deliver an appeal outcome in writing.

The decision of the appeal hearing manager is final.

You have a statutory right to be accompanied by a colleague or a trade union representative from a recognised trade union. Whoever you choose must be a reasonable choice, so we'll ask you to let us know who you want your companion to be (what is reasonable will depend on the circumstances of each case).

If your chosen companion isn't available on the date we've given, you have the right to request an alternative date up to 5 working days after our original date.

If you have a disability, you may also be accompanied by a support worker or someone with knowledge of your disability and its effects.

The role of any companion is to:

• help you prepare what to say at the hearing

• accompany you to the hearing

• ensure the process is fair

• support you throughout the proceedings

Your companion can address the hearing, sum up your case, respond on your behalf to any views expressed and confer with you during the hearing. They can also request a reasonable adjournment if needed.

They don't have the right to answer questions on your behalf, speak without your permission or prevent the hearing manager from explaining their case.

Yes, we may have a designated note-taker, or we may record the meeting (we will share the recording with you in lieu of written notes). Copies of notes or recordings will be put in your personnel file and you'll be given a copy.

Written notes will include the following:

• date and time of the meeting

• location

• individuals present including job titles/roles

• purpose of the meeting

• all questions and responses

• action taken (if confirmed at the meeting)

We keep details of any grievance process confidential, but sometimes during our investigation other team members may become aware of what is going on. If that happens, we'll talk privately with those people to ensure there are no negative effects on you, but we'll never disclose the outcome of your grievance to them.

If there are two or more of you with the same (or related) grievances, we might decide to run our grievance procedure collectively (i.e. have one single meeting to cover all grievances), but we'll ask your permission first as you have the right to an individual grievance hearing if you would prefer this.

Yes, mediation is a valid tool to resolve many grievances. We may use an independent, impartial mediator from inside the business or an external person. We'll never force you into mediation as it's important both sides agree to engage with mediation and any possible outcomes and actions.

On rare occasions when a grievance relates to a criminal matter (e.g. assault) we'll have to involve the police, but we'll talk to you before taking this course of action and we'll support you in making any statements.

If you're the subject of a grievance, we'll investigate fully and won't assume guilt until our investigation is completed, we'll try to be sensitive to both sides.

If we have concerns about your ability to work with the person who has raised the grievance, we'll consider alternatives, such as redeploying one or both of you, or paid suspension for one or both of you.