Grievance Policy

1. Purpose 

Virtalent is committed to creating a working environment where concerns are taken seriously and addressed fairly, promptly and consistently. 

This policy sets out: 

• how concerns can be raised 

• grounds for accepting a grievance 

• how grievances will be handled and targeted deadlines 

• the standards we expect during the process 

• how a resolution is facilitated and possible outcomes 

• our commitment to confidentiality and non-retaliation  

Our aim is to: 

• resolve issues early where possible 

• ensure fairness and transparency 

• regularly communicate each step in the resolution process  

• comply with the ACAS Code of Practice 

• maintain positive working relationships 

 This policy is non-contractual and may be adapted where appropriate, while ensuring fairness and consistency.

 

 

2. Scope and Governance 

This policy applies to: 

• employees, workers and contractors, regardless of length of service 

• agency staff and consultants (where appropriate)

It applies to concerns relating to work, including: 

• terms and conditions 

• working relationships 

• treatment at work
• working environment 

• health and safety concerns 

• decisions affecting employment 

• bullying or harassment 

• discrimination  

• business operations 

If it is connected to work, this policy applies.

This policy should be read alongside the Disciplinary Policy and Dignity at Work Policy.

The HR Department is responsible for the implementation of this policy, including promptly investigating any grievances that may be received, documenting actions taken, including disciplinary actions as required.

The Business Manager  has the responsibility for overseeing the implementation of this policy.
 

3. Our Standards

Everyone is expected to: 

• raise concerns in good faith 

• engage constructively in the process 

• treat others with respect 

• maintain confidentiality where possible

Managers must: 

• take concerns seriously and confidentially 

• act promptly ensuring no employee is treated unfairly for raising a genuine concern 

• follow a fair and consistent process to conduct a fair and impartial investigation 

• seek advice where needed 

• allow employees to be accompanied at formal meetings if requested. 

We all share responsibility for maintaining a respectful workplace.

 

 

4. Raising Concerns Informally

Where appropriate, concerns should be raised informally in the first instance.

 

This may include: 

• speaking directly to the person involved 

• raising the issue with a manager 

• seeking support from HR

We advocate that informal discussions are documented and, where appropriate, recorded (with the knowledge of those involved) to ensure clarity and accuracy.

Informal resolution can often resolve issues quickly and effectively.

There is no requirement to raise a matter informally before making a formal complaint.
 

5. Mediation

In appropriate cases, mediation may be considered as an alternative or alongside the grievance process.

Mediation is a voluntary and confidential process involving an impartial third party to help individuals reach a mutually acceptable resolution.

This may be particularly helpful where working relationships have broken down.
 

6. Raising a Formal Grievance

If a concern cannot be resolved informally or is too serious, a formal grievance can be raised.Grievances should: 

• be submitted in writing 

• set out the nature of the concern 

• include relevant facts, dates and any supporting information

Employees can raise a grievance with: 

• their line manager 

• HR 

• another manager if preferred  

The company will acknowledge receipt of the grievance within one week. If a grievance cannot be accepted, the company will outline and explain the reasons for this in writing. 

 

7. Investigation

A reasonable and proportionate investigation will be carried out.  

This may include: 

• reviewing documents and evidence 

• speaking to relevant individuals 

• holding investigatory meetings

The purpose is to establish the facts.

There is no statutory right to be accompanied at an investigatory meeting.
 

8. Grievance Meeting

A formal grievance meeting will be arranged, normally within two weeks of receiving your written grievance.

 

We will: 

• provide reasonable notice (normally at least 48 hours)  

• confirm the issues to be discussed 

• share relevant information where appropriate 

If you cannot attend at the time specified you should let us know as soon as possible and we will try, within reason, to agree an alternative time. 

Employees have the right to be accompanied by a work colleague or trade union representative.

The companion may: 

• address the meeting 

• put and sum up the employee’s case 

• confer with the employee

At the meeting, the employee will have the opportunity to: 

• explain their grievance 

• present evidence 

• suggest possible outcome 

Recording of Meetings 

To ensure accuracy and transparency, we support the recording of grievance meetings where appropriate. 

• Recordings will only be made with the knowledge of all parties 

• The organisation may make the recording and retain it securely 

• Recordings may form part of the official record 

Covert recordings are not permitted and may result in disciplinary action.

Reasonable adjustments will be considered where recording is requested in connection with a disability.

We may adjourn the meeting if we need to carry out further investigations, after which the meeting will usually be reconvened. 
 

9. Grievance Outcomes

Following the grievance meeting and investigation, we will decide on an outcome.
 

Possible outcomes include: 

• no further action 

• informal resolution 

• mediation 

• changes to working arrangements 

• recommendations for improvement 

• a performance improvement plan (where appropriate) 

• referral to the disciplinary process (where appropriate) 

Outcomes will depend on the circumstances and do not have to follow a fixed sequence.

Each case will be considered on its facts.

The outcome will be confirmed in writing without unreasonable delay, usually within two weeks of the last grievance meeting. The written outcome will provide reasons for the decision taken and outline any further actions to be taken. 
 

10. Appeals

Employees have the right to appeal the outcome of a grievance.

 

Appeals must: 

• be made in writing 

• state the grounds of appeal 

• be submitted within 5 working days of the decision 

Appeals will be heard by someone not previously involved, normally within two weeks of receiving the appeal.

The outcome will be confirmed in writing, usually within one week of the appeal hearing, and is final.

 

11. False, Misleading or Bad Faith Complaints

We encourage employees to raise concerns.

However, knowingly raising a complaint in bad faith or providing false or misleading information during the grievance process may result in disciplinary action.

A complaint that is not upheld does not mean it was false or made in bad faith.
 

12. Confidentiality

Grievance matters will be handled with appropriate confidentiality. 

 

Information will only be shared where necessary to: 

• investigate the issue 

• make decisions 

• meet legal obligations 

Employees are expected to respect confidentiality.

Records of grievances, investigations, and outcomes will be kept securely in accordance with data protection laws. 

Employees will not be subject to any detriment, victimisation, or retaliation for raising a genuine concern in good faith. 
 

13. Support During and After the Process

We will support individuals who raise concerns and, where appropriate, those involved while matters are being considered and after they conclude. 

This may include: 

• checking on wellbeing 

• considering temporary working arrangements 

• taking steps to reduce the risk of further issues or victimisation 

• discussing what support or adjustments may be needed when the matter concludes 

Where grievances are upheld: 

• steps will be taken to prevent recurrence 

• working arrangements may be reviewed 

Where grievances are not upheld: 

• support will still be provided where appropriate 

• steps may be taken to rebuild working relationships

 

14. Record Keeping and Reporting 

We will keep accurate records of: 

• investigations 

• hearings 

• decisions and outcomes 

This may include written notes and, where applicable, recordings.

Records will be held securely and in line with data protection requirements.

Grievance data will be anonymised and tracked, and annual summaries will be prepared in order to identify trends and improve our processes. The annual summary of grievances will include:   

• status (under review, active, or closed) 

• grievance case reference 

• the date the grievance was filed 

• who raised the grievance (if appropriate and not covered by confidentiality)  

• the defendant (if appropriate and not covered by confidentiality)  

• the location of the grievance (if not sensitive)  

• the nature of the grievance 

 

15. Additional Provisions

Employees generally require two years’ service to bring an ordinary unfair dismissal claim.

However, all grievances will be handled fairly regardless of length of service.

Nothing in this policy removes statutory rights, including those relating to discrimination, whistleblowing or automatically unfair dismissal.
 

16. Monitoring and Review

We will: 

• review outcomes and trends 

• ensure consistency 

• update this policy as needed 

 

17. Our Commitment

We are committed to: 

• taking concerns seriously 

• acting fairly and promptly 

• resolving issues wherever possible 

• maintaining a respectful workplace 

This policy is not just a procedure. It is how we ensure concerns are heard and addressed in practice.

 

18. Policy Review
    

This policy will be reviewed annually to ensure it remains compliant with relevant employment laws and best practices. 

 

Approved on behalf of the Board of Directors by: 
Name: Angie Driver
Role:  Business Manager
Signature: 

Angie Driver

Date: 27.07.2026