Building a Complaints Process That Can Actually Survive Scrutiny

Most businesses only think seriously about their complaints process once they need it. By then, it's often too late to fix the gaps. A bit of groundwork before anything happens makes an enormous difference to how smoothly - and fairly - any future investigation runs. 

Clarity beats complexity 

A complaints process doesn't need to be long to be good. It needs to be clear about three things: how to raise a concern, who it goes to, and roughly what happens next. Overly complicated procedures tend to get ignored, which defeats the purpose entirely. 

Decide in advance when it goes external 

One of the most useful things a business can do is decide, ahead of time, what kinds of complaints will automatically go to an external investigator - rather than working it out under pressure once something's already happened. Complaints involving senior staff, or anything with a potential conflict of interest, are the obvious starting point. The our services page sets out the situations where that's usually the right call. 

Make sure it's actually being followed 

A process that exists on paper but isn't followed in practice is arguably worse than having no process at all - it creates an expectation that isn't being met. Misconduct and disciplinary matters, in particular, tend to unravel fast if the written procedure and what actually happeneddon't line up. I've written more about that on the Misconduct and Disciplinary Issues page. 

A good process protects everyone

Done properly, a solid complaints procedure isn't just about limiting risk for the business. It gives employees confidence that raising a concern will actually be taken seriously - which, in my experience, is what determines whether small issues get raised early or left to grow into bigger ones. 

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FREQUENTLY ASKED QUESTIONS

• What makes a workplace complaints procedure defensible?

  Clarity. Everyone should know how to raise a concern, who it goes to, and roughly what happens next - and the process needs to actually be followed in practice, not just exist on paper. 

• Should small businesses have a formal complaints process?

  Yes. It doesn't need to be complicated, but having something in writing - even a simple one - makes a real difference if a complaint is ever challenged later. 

• What's the difference between a complaints procedure and an investigation?

  A complaints procedure is how a concern gets raised and directed. An investigation is what happens once a complaint is serious enough to need a formal, evidence-based process to reach a finding.