What to Do When an Employee Makes a Workplace Complaint

An employee tells you something happened at work. Maybe the complaint involves a manager, coworker, policy, or workplace decision. Your first priority is not to decide who is right, it is to understand the complaint and determine what needs to happen next.

Listen Before You Respond

Give the employee an opportunity to explain what happened. Ask questions that help you understand the situation:

• What occurred?

• When did it happen?

• Who was involved?

• Were there witnesses?

• Is the issue ongoing?

Avoid promising a particular outcome. You may not know what action is appropriate until you have more information.

Decide Who Needs to Know

Managers don’t always know where to take an employee complaint. Some try to solve the problem themselves. Others wait too long to involve leadership or the HR representative. Your managers need to know which complaints they can address, and which ones must be escalated. Complaints involving harassment, discrimination, retaliation, wage and hour practices, or other potential legal issues may require support from HR or employment counsel.

Limit information to the people who need it. Don’t promise complete confidentiality because you may need to share information to review the complaint.

Determine the Next Step

Not every complaint requires a formal workplace investigation. A misunderstanding may call for a management discussion. A routine policy question may need clarification. A minor workplace issue may be addressed through coaching.

Other complaints require a closer review. Consider the nature of the allegations, the people involved, and the potential effect on your workplace. If you are unsure, pause before taking action and get appropriate guidance.

Prepare Your Managers

Employees often bring complaints to the manager they trust, not the person named in your policy. Your managers need to recognize a complaint even when the employee does not use formal language.

Train managers to listen, document the basic information, and escalate the complaint promptly. They shouldn’t conduct their own interviews or attempt to reach a conclusion unless that responsibility has been assigned to them. A thoughtful first response can help you protect the integrity of the process and determine an appropriate next step.

If your managers need a process for receiving and escalating employee complaints, HR Done Right can help you establish practical guidance for your business.