Treat it as a formal process from the moment it arrives, even if your instinct is to explain why the complaint is wrong. Acknowledge it in writing, follow a clear procedure, investigate where needed, hold a meeting to hear them out, give a reasoned outcome, and allow a right of appeal.
Done properly, a grievance process protects you even if the complaint does not really stack up. Brushed aside, a weak complaint can still become a costly claim, because tribunals look at how you responded, not just at what was raised.
Every situation has its own details, and those details change the right answer. For a read on yours, take the free Employee Situation Check or book a call.
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How to handle this, in a couple of minutes
Samantha talks through the practical steps.
General guidance to help you decide your next step, not legal advice. Employment law changes, so always check the current position for your own situation.