Grievance Policy

Why a Grievance Policy is Important in Hospitality

In busy pub and hospitality environments, disagreements and concerns can arise — whether related to working conditions, management decisions, or interpersonal conflicts. A clear Grievance Policy ensures that staff know how to raise issues confidently and that managers handle them professionally and consistently. By setting out a fair process, employers can resolve problems early, prevent escalation, and maintain a positive, respectful workplace culture.

Legal Requirements and Employer Responsibilities

Employers are legally required to handle grievances fairly and in accordance with the Employment Rights Act 1996 and the ACAS Code of Practice on Disciplinary and Grievance Procedures. This includes allowing employees to raise concerns formally, ensuring a fair hearing, and giving a timely response. Following a fair grievance process helps protect the business from claims of unfair treatment or constructive dismissal.

Official guidance on managing grievances is available on the ACAS website: (ACAS – Disciplinary and grievance procedures)

By adopting this policy, hospitality employers can demonstrate compliance with UK employment law while promoting transparency and trust within their teams.

What the Grievance Policy Includes

This editable policy template is written specifically for pubs, bars, and hospitality venues. It includes:

• A clear explanation of the purpose and scope of the grievance procedure

• Step-by-step guidance on how employees can raise concerns

• The responsibilities of managers and HR in handling complaints

• Timeframes for each stage of the process

• The right to be accompanied at formal meetings

• Procedures for appeals and confidentiality

• Customisable sections to reflect your company’s management structure and tone

Benefits for Pubs and Hospitality Venues

• Ensures compliance with UK employment legislation and ACAS guidance

• Promotes fairness, consistency, and transparency in handling complaints

• Reduces workplace conflict and improves communication

• Builds employee trust and confidence in management

• Editable and easy to adapt for your venue or multi-site operation

Format and Use

This Grievance Policy is supplied as an editable digital download (Word format). You can easily customise it with your venue name, company logo, and specific procedures. Once tailored, it can be shared with staff as part of your employee handbook or HR documentation to support best practice and compliance.

To see the full range of Employment Policies & Procedures available from That HR Girl, please click here: Employment Policies & Procedures | That HR Girl