In Brief: How Employers Should Handle Grievances Against Managers
When an employee raises a grievance against a manager, employers must handle it fairly, confidentially and in line with the ACAS grievance procedure to reduce legal and reputational risk. Complaints may involve bullying, discrimination, unfair treatment or poor communication, and should always be taken seriously, even if no unlawful behaviour is alleged. Employers should acknowledge concerns promptly, appoint an impartial investigator, follow a structured process and document every stage carefully. Poor handling – such as delays, bias, retaliation or breaches of confidentiality – can lead to tribunal claims. A strong grievance procedure helps resolve issues early, improve workplace culture, strengthen trust and protect both employees and the business.
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When an employee raises a grievance against a manager, it can quickly become one of the most sensitive and high-risk workplace situations an employer faces. Whether the issue relates to bullying, communication style, unfair treatment, discrimination, workload, favouritism or conduct, employers must ensure the matter is handled fairly, confidentially and in line with the ACAS grievance procedure.
Handled poorly, an employee grievance against a manager can damage morale, impact retention, harm reputation and significantly increase tribunal risk. Handled properly, however, it can strengthen trust, improve management standards and demonstrate a fair workplace culture.
In this guide, we explain how employers should handle grievances, common mistakes to avoid and how a strong grievance procedure protects both employees and the business.
What Counts as a Grievance Against a Manager?
A grievance about a manager is any formal or informal complaint raised by an employee regarding the behaviour, decisions or conduct of their line manager or another manager within the business.
Examples of a workplace grievance against a manager may include:
- Bullying or harassment
- Discrimination
- Excessive micromanagement
- Aggressive communication
- Unfair treatment
- Favouritism
- Poor performance management practices
- Work allocation concerns
- Breach of company policy
- Health and wellbeing concerns
- Failure to support or communicate appropriately
A grievance does not need to involve unlawful behaviour to require investigation. Even where no legal breach exists, unresolved management concerns can create significant cultural and operational problems.
What Should Employers Do When a Grievance Is Raised?
When an employee raises a formal grievance against a manager, employers should avoid reacting emotionally or defensively.
Instead, follow a structured and impartial process.
1. Acknowledge the Grievance Promptly
Employees should feel their concerns are being taken seriously from the outset.
Acknowledge receipt of the grievance in writing and explain:
- the next steps,
- expected timescales,
- confidentiality expectations,
- and who will manage the process.
If the complaint relates directly to the employee’s line manager, another impartial manager or HR professional should oversee the process.
2. Follow the ACAS Grievance Procedure
Employers should ensure their grievance procedure for employers aligns with the ACAS Code of Practice.
The typical grievance process against a manager should include:
- Written grievance
- Investigation
- Grievance meeting
- Outcome decision
- Right of appeal
Failure to follow a fair process can significantly increase legal exposure at an employment tribunal.
3. Investigate Fairly and Confidentially
A fair investigation is critical.
The investigator should:
- remain impartial,
- gather evidence objectively,
- speak to relevant witnesses,
- review emails/messages/documents,
- and avoid assumptions.
Confidentiality is also extremely important. Information should only be shared with individuals directly involved in the process.
Employers should avoid:
- discussing the matter openly,
- taking sides prematurely,
- or treating the employee negatively because they raised concerns.
Questions to Ask in a Grievance Meeting
One of the most important parts of handling employee grievances is conducting a fair and constructive grievance meeting.
Useful questions to ask in a grievance meeting include:
- Can you explain the concerns in your own words?
- When did the issues begin?
- Are there any witnesses or supporting evidence?
- How has this impacted you?
- Have you raised the issue informally previously?
- What outcome are you seeking?
- Is there anything else you think we should investigate?
The purpose is to understand the facts – not to challenge or intimidate the employee.
What Not to Say in a Grievance Meeting
Poorly handled conversations often create more risk than the original complaint.
Examples of what not to say in a grievance meeting include:
- “That doesn’t sound serious.”
- “You’re overreacting.”
- “That’s just how they are.”
- “Raising this could damage your relationship.”
- “You need to toughen up.”
- “We don’t want formal complaints here.”
Employers should remain neutral, professional and open-minded throughout.
Common Mistakes That Lead to Tribunal Risk
Many tribunal claims arise not because a grievance was raised, but because of how it was handled.
Common employer mistakes include:
- Failing to investigate properly
- Allowing the accused manager to control the process
- Delaying excessively
- Breaching confidentiality
- Ignoring evidence
- Retaliating against the employee
- Predetermining the outcome
- Poor documentation
- Failing to offer a right of appeal
A poorly managed manager grievance procedure can lead to claims involving:
- constructive dismissal,
- discrimination,
- victimisation,
- harassment,
- or breach of trust and confidence.
How to Document the Process Properly
Good documentation is essential.
Employers should maintain:
- the original grievance letter against manager,
- investigation notes,
- witness statements,
- meeting invitations,
- meeting notes,
- evidence reviewed,
- outcome letters,
- and appeal documentation.
Documentation demonstrates procedural fairness and provides protection if the matter later escalates.
Clear records also help ensure consistency across the business.
Examples of Grievance Outcomes
There is no single correct outcome following a grievance investigation.
Examples of grievance outcomes may include:
- No further action
- Mediation
- Management coaching
- Additional training
- Changes to reporting lines
- Formal disciplinary action
- Policy review
- Wellbeing support
- Process improvements
The outcome should always be proportionate to the findings of the investigation.
Can a Manager Raise a Grievance Against an Employee?
Yes. A grievance process is not limited to employees raising concerns about managers.
A manager can raise a grievance against an employee if they believe they have experienced:
- bullying,
- harassment,
- misconduct,
- discrimination,
- or inappropriate behaviour.
The same principles of fairness, confidentiality and impartiality should apply.
Why a Clear Grievance Procedure Matters
A strong grievance policy for employers is about far more than legal compliance.
It helps businesses:
- resolve issues early,
- protect culture,
- improve management standards,
- strengthen employee trust,
- reduce conflict,
- and minimise legal exposure.
Most importantly, it demonstrates that concerns will be handled fairly and professionally.
Employees are far more likely to remain engaged and productive when they believe the business takes concerns seriously and responds appropriately.
Final Thoughts
A grievance against a manager should never be viewed as simply an HR problem. It is often a reflection of wider leadership, communication or cultural issues within the business.
Employers who handle grievances well protect not only themselves legally, but also their reputation, culture and long-term employee relationships.
Having a clear and consistently applied grievance procedure allows businesses to respond confidently, fairly and professionally – reducing risk whilst reinforcing trust and accountability across the organisation.
At Wright People HR, we support employers with:
- grievance investigations,
- independent HR support,
- grievance policies,
- manager training,
- and complex employee relations matters.
If your business needs support handling a grievance fairly and compliantly, CONTACT our team today.
