Grievance Policy - Reviewed: June 2026

2. Definition

A grievance is a concern, problem or complaint that an employee raises with the Authority.

Issues that may cause a grievance include:

• terms and conditions of employment.
• health and safety.
• work relations.
• bullying and harassment.
• new working practices.
• working environment.
• organisational change.
• discrimination.

3. Scope

This procedure applies to all employees of Carmarthenshire County Council excluding those on the compliment of locally managed schools.  It does not cover collective disputes or disciplinary matters.  Employees raising a concern under the Public Interest Disclosure Act should refer to the Whistleblowing Policy. Employees raising a concern about post grading should refer to Grievances Relating to Post Grade.

4. General Principles

Grievances should be raised at the earliest opportunity after the incident or issue arises and every effort made by the employee and their line manager to work at resolving the concerns promptly and informally where possible and appropriate. This approach has many advantages as it enables early and effective resolution and minimises disruption at work. The aim is to resolve concerns and improve working relationships at the earliest opportunity. 

All parties are expected to take concerns seriously, recognise their own contribution to the situation and work towards a positive and constructive resolution. Concerns will be considered impartially and fairly and resolved by implementing appropriate remedial action promptly. 

Where a grievance cannot be resolved at the informal stage an employee can progress their concerns to the formal stage of the Grievance Procedure.  At all formal stages of the procedure the employee will have the right to be accompanied by a companion. A companion may be a trade union¹ representative or official  or a work colleague.

Employees and managers should read the Authority’s Reasonable Adjustments guidance where an employee raising the grievance has a disability and consider what reasonable adjustments may be required to enable them to participate fully at all stages of the grievance procedure,  For example, if an employee is unable to put the grievance in writing (for example because of a disability or difficulty with expressing themselves in writing) support should be offered to enable them to formulate a written grievance or an alternative means of stating their grievance should be considered. For example, an employee may seek help from a trade union official or work colleague.     

If the employee is unable to attend a formal grievance meeting, they must advise of the reasons as soon as possible.  If the reason is outside the employee’s control and unforeseeable at the time the meeting was arranged (e.g., illness), another meeting will be arranged.  If the Trade Union representative or work colleague cannot attend, another date can be arranged, provided it is not more than seven calendar days after the original date.   

If it is decided to proceed with a formal grievance meeting without the employee being present, they should be given the opportunity of sending a representative to attend the meeting on their behalf or to make written representations which can be considered at the meeting.

Where an employee has not been notified of the decision following either of the meetings as defined in point 6, the employee may appeal to the next stage of the procedure.

If, during any disciplinary process, an employee raises a grievance, the Departmental Director or their representative must consider whether it is appropriate to temporarily suspend the disciplinary process to deal with the grievance. Where the disciplinary and grievance cases are related it may be appropriate to deal with both concurrently.  The suspension should not be unnecessarily protracted and should allow for the grievance to be dealt with as quickly as possible. Advice should be sought from the HR Team and reference made to the ACAS Guide.

Where a grievance concerns more than one employee in the same department the Collective Disputes Procedure will apply.  The Grievance Procedure relates specifically to individual and distinct grievances.

The Grievance Procedure directly applies to an individual and as such the existing terms and conditions of the aggrieved employee will be protected until the grievance procedure has been exhausted, (this is not meant to imply that a change is certain to take place) except where this would constitute a hazard, or where statutory obligations apply.  The above clause will also not apply in situations where changes are made to working arrangements and the change is in line with contracts of employment or job profiles such as a change of base for example.

Employees and managers must be allowed a reasonable time in which to prepare for a grievance meeting, therefore, in some circumstances, the timescales referred to in the procedure can be extended by mutual agreement.

Occupational Health Support may be offered to employees involved in grievance investigations and meetings.  Please contact the HR Team for advice.  

Line Managers, Investigating Officers and Grievance Hearing Panel members must consider disabled employees’ needs during the process and make reasonable adjustments as necessary.  For example, ensuring that locations have appropriate access, written information is provided in a suitable format, etc. 
 

^1.The TU representative who is not an employed official of a trade union must hold written certification from their Union that they have experience of or have received training in acting as a companion.  This may take the form of a card or letter.

5. Roles and Responsibilities

The following is provided as guidance only.  There may be circumstances which require different roles and responsibilities.  All officers who are likely to be involved at informal stages or grievance hearings should be provided with appropriate training and/or support.  Please contact the HR Team for advice.

HR Business Partner (HRBP). To ensure consistency, a HRBP will provide advice at every stage of the procedure and will monitor and report on the application of the Policy.  The HRBP will also be responsible for ensuring that written records are retained on personal files for the appropriate period and following the principles of Data Protection legislation.

Employees should raise their grievance promptly usually to their line manager, clearly explaining the problem or concern and suggesting how it can be resolved at the informal stage, where appropriate. When explaining the grievance employees are reminded to stick to the facts and avoid subjective or inflammatory comments. Employees are encouraged to work with their line manager to try and resolve their grievance informally to maintain positive working relationships. Where the grievance relates to alleged unacceptable behaviour the employee must refer to the Authority’s ‘Behavioural Standards in the Workplace Guidance’. If the grievance relates to the employee’s line manager, then the employee should raise their concern with the next managerial level. 

Line Managers are usually responsible for dealing with the grievance raised by the employee. The line manager is responsible for acting promptly, clarifying the grievance raised, establishing the facts and confirming decisions to the employee (with advice from a HRBP). The line manager should take care to listen to the grievance in a calm, fair and objective manner and explore all reasonable options for informal resolution, where appropriate. Where the grievance relates to alleged unacceptable behaviour the employee must refer to the Authority’s ‘Behavioural Standards in the Workplace Guidance’ If it is considered inappropriate for the line manager to examine the grievance another manager may take the lead (Please speak to a HRBP for advice). Any written records held by the manager should follow the principles of Data Protection Act legislation. 

Companion. An employee may be accompanied at all formal stages of this procedure by a companion which may be a trade union official or representative² , or a work colleague. Please see Role of the Companion Appendix A.

²The TU representative who is not an employed official of a trade union must hold written certification from their Union that they have experience of or have received training in acting as a companion.  This may take the form of a card or letter.

6. Raising a Grievance – Informal Procedure

Complaints should be resolved informally, quickly and sensitively whenever this is possible.

Employees who believe they have been subject to, have witnessed or are alleged to have behaved inappropriately should refer to the Behavioural Standards in the Workplace Guidance. This guidance explains the Authority’s view regarding the standards of behaviour that employees have a right to expect and are expected to show to others.  It also illustrates how to identify and deal with unacceptable behaviour.

Every effort should be made by the employee and the line manager to try and resolve the grievance informally. The employee should therefore discuss the matter with their line manager in the first instance.  Where an employee has a grievance against their line manager, the employee should raise the matter informally at the next managerial level. 

If an employee has difficulty explaining their grievance because of language or other difficulties then they are encouraged to seek help from a trade union representative or official, another employee or a HRBP.

7. Raising a Grievance – Formal Procedure

Stage 1

Every effort and intention will be made to resolve complaints and concerns at the informal stage as inevitably this produces better and more sustainable outcomes for all concerned. There may however be occasions where the incident or issue cannot be resolved informally then depending upon the circumstances the employee may raise the grievance formally and in writing to the next managerial level by completing the Formal Grievance Procedure Form Appendix B.

Where an employee has a grievance against their line manager and the grievance has not been resolved satisfactorily at the informal stage at the next managerial level, the employee should raise the matter formally with the Head of Service.

Where an employee has a grievance against the Chief Executive, the employee should raise the matter in writing with the Monitoring Officer.

The Manager/Head of Service must acknowledge receipt of the formal grievance within 14 calendar days.  The Manager/Head of Service (or nominated representative) should invite the employee to at least one meeting at a reasonable time and place so the grievance can be discussed.  This should take place as soon as possible and the employee should take all reasonable steps to attend.    

The outcome of the meeting should be notified in writing to the employee within 14 calendar days.

Stage 2

If the employee is not satisfied with the outcome, they may raise the grievance formally and in writing with the Assistant Chief Executive (People, Digital and Policy) within 14 calendar days of receipt of the Manager/Head of Service’s (or nominated representative’s) formal decision.  This should be done by completing the Formal Grievance Procedure Form  Appendix B.  The Assistant Chief Executive (People, Digital and Policy) must acknowledge receipt of the formal grievance within 14 calendar days.    

The Assistant Chief Executive (People, Digital and Policy) will invite the employee to at least one stage 2 meeting at a reasonable time and place so the grievance can be discussed.  The stage 2 grievance will be considered by a Director (or their nominated representative) and a HR Business Partner. The meeting should be held at a reasonable time and place.  This should take place as soon as possible and the employee should take all reasonable steps to attend.     

The decision at the stage 2 meeting will be final and should be notified to the employee within 14 calendar days.

8. Grievance Meetings

During a grievance meeting, the employee should be allowed to explain their complaint and say how they think it should be settled.  If necessary, the Officer chairing the grievance meeting may wish to adjourn to enable them to gather further information or obtain advice.  A date for a re-convened meeting will be agreed at that time if possible.  See guidance for managers on how to conduct a grievance meeting Appendix C.

Following the meeting, a written response should be sent to the employee within 14 calendar days.

9. Grievances from employees who have left or leave the Authority during the Procedure

Wherever possible a grievance should be raised and dealt with before an employee leaves employment.   However, if an employee lodges a grievance after leaving employment then the Authority is under no obligation to hear the grievance.

In these circumstances, line managers are advised to seek advice from the HR Team.

10. Keeping Records

Written records must be kept throughout the grievance process, including:

• The nature of the grievance.
• What was decided and actions taken.
• The reasons for the actions.
• Whether an appeal was lodged.
• The outcome of the appeal.
• Any subsequent developments.

Records should be retained on the employee’s personal file.

Records should be treated as confidential and kept in accordance with Data Protection legislation.
If an employee is represented by a Trade Union official or work colleague, copies of grievance meeting notices, meeting notes, response letter, etc. will be sent to that person, unless the employee advises otherwise in writing.

11. Training and Support

All Officers involved in the grievance process should receive appropriate support and training.  This will be provided as part of a Corporate Learning & Development Programme.  Contact the Learning & Development Team for further information. learninganddevelopment@carmarthenshire.gov.uk 

12. Monitoring this Policy and Procedure

The application of this policy and procedure will be monitored by the People Services Team.  All departments must ensure that they advise the People Services Team of all formal and informal grievances raised.

13. Ensuring Equality of Opportunity

Everyone must adopt a positive, open and fair approach and ensure the Authority’s Equality and Diversity Policy is adhered to and applied consistently to all irrespective of race, colour, nationality, ethnic or national origins, language, disability, religion and belief or non-belief, age, sex, gender reassignment, gender identity or expression, sexual orientation, maternity, parental, marital or civil partnership status.

If you have any equality and diversity concerns in relation to the application of this policy and procedure, please contact a member of the People Services Team who will, if necessary, ensure the policy/procedure is reviewed accordingly.

If you require this publication in an alternative format, please contact People Services by emailing CHR@carmarthenshire.gov.uk 

APPENDIX A - The Role of the Companion

Full details here: The Role of the Companion

APPENDIX B - Formal Grievance Procedure

Full details here:  Formal Grievance Procedure Form

APPENDIX C - Preparing for a Formal Grievance Meeting – Guidance for Managers

Full details here: Preparing for a Formal Grievance Meeting – Guidance for Managers