Grievance Policy and Procedure

One of the policies and procedures a home care business must have is the Grievance Policy and Procedure.

Below is the Grievance Policy and Procedure used by Quality Home Care which you are welcome to adapt to suit your own business needs. You can use it as a starting point to develop your own Grievance Policy and Procedure.





What our customers can expect

Quality Home Care’s grievance policy and procedure encourages positive working relationships. Where concerns are raised, these are dealt with promptly and fairly so that customers benefit from staff who feel that they are valued and supported.

Explanation of terms used in this policy

Grievance: A concern or complaint which is formally raised by an employee under this procedure.  The grievance procedure only applies where an employee has been unable to resolve the matter informally to their satisfaction.

Grievance hearing: A formal meeting to discuss the grievance, to hear all of the evidence and to determine what action, if any, should be taken to resolve the matter.

Policy statement


The aims of this policy and procedure are to:

  • Maintain good working relationships for the benefit of employees and customers;
  • Provide a consistent framework for promptly and effectively dealing with any concerns raised by employees;
  • Promote fairness and transparency when responding to employees who have concerns;
  • Make sure that any necessary improvements or adjustments to working practices are made following a grievance;
  • Ensure the rights of employees are protected and that complaints to employment tribunals are avoided.

Legal requirements

Quality Home Care’s grievance policy and procedures are in line with the ACAS statutory Code of Practice (2009) on discipline and grievance. The Code provides practical guidance to employers, employees and their representatives and sets out principles for handling disciplinary and grievance situations in the workplace. Employment tribunals will take the Code into account when considering relevant cases.

All new employees receive a copy of the grievance policy and procedure within the staff handbook. The staff handbook informs employees about the standards of conduct and work performance expected of them.  Managers ensure that the standards and these procedures are fully understood by new employees as part their induction.  Managers give employees a further copy of the grievance policy and procedure if an employee raises concerns that cannot be resolved informally.

Managers must always seek legal advice where an employee raises a formal grievance. This is to protect the employee and the company.


This policy applies to all employees of Quality Home Care. It describes the principles and processes for dealing with concerns or complaints raised by employees. These may relate to*:

  • terms of employment or new working practices
  • pay and working conditions
  • disagreements with co-workers or managers
  • discrimination
  • the way the employee feels that they  are being treated at work
  • not getting statutory employment rights

*This list is not definitive. The grievance procedure does not apply to redundancy, dismissals or the non renewal of fixed term contracts upon their expiry.

Key principles

  • Managers will apply good management principles in their dealings with employees and will promote positive working relationships. They will encourage an open dialogue to facilitate a shared understanding of expectations
  • The manager and employee will always seek to resolve any concerns raised by the employee informally. The manager will listen to what the employee has to say and will take any concerns that they raise seriously and without prejudice.
  • Where an issue cannot be resolved informally, the employee should raise the matter formally and without unreasonable delay with a manager. This must be in writing and must set out the nature of the grievance.
  • The manager will always hold a meeting with the employee to discuss their grievance. This will be arranged without unreasonable delay. The employee will have the right to be accompanied by a colleague or trade union official. To exercise this right the employee must make a reasonable request to the manager.
  • Attendees at the grievance hearing will be provided with copies of any written evidence including witness statements.
  • The timescales detailed within the procedure will be followed unless variation is mutually agreed. This will be by exception.
  • Managers whose responsibilities require them to conduct grievance hearings will be given appropriate training to enable them to undertake their role effectively and in a fair and impartial manner.
  • Managers and employees are expected to make every effort to attend interviews or hearings that are part of the grievance procedure.  If an individual is unable to attend the hearing, they will need to give notice and explain the reasons why.
  • Employees have a right of appeal against the outcome of the grievance hearing to the director of the company.
  • In line with Quality Home Care’s Equality Policy, the grievance procedure will not discriminate either directly or indirectly, on the grounds of gender, race, colour, ethnic or national origin, sexual orientation, marital status, religion or belief, age, trade union membership, disability, or any other irrelevant personal characteristics.
  • Quality Home Care will hold and destroy data relating to any grievance matters in line with their statutory duties under the Data Protection Act 1998.
  • This policy and procedure will be reviewed following any changes to the legislation or within a period of not more than two years.

Communication to employees

This policy and procedure will be communicated via:

  • Induction training for all new employees;
  • Performance management meetings as necessary;
  • Training for managers.

Quality monitoring

The application of the grievance policy and procedure will be monitored by the director of the company.