A photorealistic image of a group of 4 caregivers mix of male and female in tunic uniforms 00072b with accent e51974 in a bright modern board room sitting at a conference table reviewing company policies and proceures. all are content ensuring a safe and well leg domicilary care service

Grievance Policy and Procedure

We are committed to a safe, respectful, and professional workplace and the delivery of safe, effective, compassionate homecare. This policy sets out a fair, transparent procedure for addressing employee concerns.

Download as PDF

1. Governance

1.1. This is the Grievance Policy and Procedure for The Good Place Home Care Services Limited.

1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".

1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.

1.4. We can be contacted by:-

1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.

1.6. Document control sheet:-

MetadataValue
Document fingerprintHR-2100-V1
Document ownerDean Hill (Registered Manager)
Document version1
Document statusApproved on 18/03/2026 by the Dean Hill (Registered Manager)
Document review cycleAnnually or sooner if legislation or guidance changes. Next review planned for March 2027

2. Purpose

2.1. To ensure a safe, respectful, and professional workplace. 

2.2. To ensure the delivery of safe, effective, compassionate homecare.

2.3. To set out a fair, transparent procedure for addressing staff concerns.

2.4. To ensure that we fulfil the legal and regulatory responsibilities.

2.5. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-

3. Scope

3.1. This policy applies to all individuals who work for or on behalf of The Good Place, including employees, workers, bank and zero-hours staff, apprentices, volunteers, and, where applicable, agency staff and contractors working under our supervision or direction.

4. Policy Statement

4.1. This policy sets out how grievances are raised, explored and resolved at The Good Place. It supports a culture where concerns are heard promptly, considered fairly and addressed in ways that improve both staff wellbeing and the quality of care delivered in people’s homes. Informal problem-solving is encouraged, but a structured formal route is available at any time when informal steps are unsuitable or have not resolved the issues. The way we handle grievances supports a Well-led service by fostering a culture where staff feel able to speak up and be heard, and by using learning to improve quality and safety through our governance systems.

4.2. A grievance is a concern, problem or complaint about work or working arrangements that a worker wants the organisation to address. Where a concern indicates risk to people who use services, criminality or a notifiable safety incident, we will activate safeguarding, police liaison or Duty of Candour as appropriate. Protected disclosures made in the public interest are managed under the Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure. This policy is separate from the Disciplinary Policy and Procedure; if a grievance overlaps with live disciplinary action, we will decide whether to pause the disciplinary process to consider fairness points or to continue in parallel with safeguards.

4.3. This policy relates to concerns raised by people who work for or on behalf of The Good Place. Concerns or complaints raised by people using our services, their families or representatives are managed under our Complaints Policy and Procedure. Where staff raise concerns about the quality or safety of care being provided, we will also consider whether our complaints or incident procedures should be activated in parallel.

4.4. Grievances are handled impartially, sensitively and without unreasonable delay. We will communicate clearly, share information on a need-to-know basis, and keep a clear record of steps taken and decisions made.

4.5. Reasonable adjustments are provided so that disabled workers and those with specific communication needs can participate fully.

4.6. At any formal grievance or appeal meeting, employees and workers have the statutory right to be accompanied by:-

  • a. A trade union representative (certified/ authorised by their union to act as a companion),
  • b. An official employed by a trade union, or
  • c. A work colleague.

4.7. The companion may address the meeting to put the worker’s case, sum up and respond on the worker’s behalf, and may confer privately with the worker during the meeting. No one will face detriment for raising a grievance in good faith or for supporting a colleague.

4.8. Most workplace issues can be raised under this policy. Typical subjects include:-

  • a. Working relationships, team dynamics and behaviours (including alleged bullying, harassment, discrimination or victimisation).
  • b. Scheduling, workload and rota design, lone-working arrangements, access to equipment and PPE.
  • c. Supervision, management style, communication, and the practical impact of terms and conditions.
  • d. Health and safety concerns affecting staff, or operational practices that hinder service quality.

4.9. Some matters are better handled elsewhere:-

4.10. Where an immediate risk is identified, we will take corrective action at once under health and safety procedures; the grievance process can continue alongside.

5. Legal & Regulatory Framework

5.1. This policy is guided by:-

  • a. ACAS Code of Practice on Disciplinary and Grievance Procedures (current edition) and associated ACAS guidance on discipline and grievances at work.
  • b. Employment Relations Act 1999 - Section 10 - (including rules on postponement where a chosen companion is unavailable).
  • c. Equality Act 2010 and the employer’s preventative duty to take reasonable steps to prevent sexual harassment (in effect from 26 October 2024).
  • d. Data Protection Act 2018 and UK General Data Protection Regulation (UK GDPR) in relation to employee and service user data.
  • e. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including Regulation 10 (Dignity and respect) and Regulation 13 (Safeguarding service users from abuse and improper treatment) and Regulation 17 (Good Governance).
  • f. CQC guidance on the Single Assessment Framework, particularly the Well-led, Safe and Caring quality statements.

5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.

5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.

6. Roles & Responsibilities

6.1. Nominated Individual (Dean Hill):-

  • a. Oversight of regulatory compliance and culture of safety;
  • b. Ensures effective governance and resources;
  • c. Hears appeals or appoints a suitably independent and competent person to hear appeals where appropriate.

6.2. Registered Manager (Dean Hill):-

  • a. Day-to-day implementation;
  • b. Appoints investigators/ chairs;
  • c. Ensures safeguarding actions.

6.3. Investigating Officer:-

  • a. Impartial fact-finding.

6.4. Grievance Chair:-

  • a. Hears the case and decides the outcome.

6.5. All staff:-

  • a. Follow policies;
  • b. Raise concerns;
  • c. Cooperate with investigations;
  • d. Maintain confidentiality.

6.6. Safeguarding Lead (Dean Hill):-

  • a. Ensure referrals to Local Authority, DBS, and Police as appropriate.

6.7. HR/ Administration:-

  • a. Letters;
  • b. Records;
  • c. Timeframes;
  • d. Confidentiality;
  • e. Data retention.

6.8. Wherever practicable, the Investigating Officer, Grievance Chair and Appeal Manager will be different individuals, with no conflict of interest and no prior involvement in the case, to ensure impartiality.

7. Informal resolution

7.1. Where appropriate and safe, concerns should be raised informally with a line manager or another suitable manager. The focus is on understanding the situation, the impact, and what resolution looks like. Practical steps might include a facilitated conversation, a rota tweak, clearer role expectations, or mediation. Any agreed actions and timescales are confirmed in writing (e.g., email). If informal steps are not suitable or do not resolve the matter, the formal process is available without prejudice.

7.2. Informal resolution will not be insisted upon where it would be inappropriate or unsafe, for example in cases alleging serious bullying, harassment, discrimination or sexual harassment. In such cases, or where a worker prefers not to raise issues informally, they may proceed directly to the formal stage.

8. Formal grievance procedure

8.1. A formal grievance will follow the stages detailed below. Formal grievance hearings and appeals will follow the principles set out in the ACAS Code of Practice on Disciplinary and Grievance Procedures, including the right to be accompanied at formal hearings and appeals.

8.2. Timeframes are indicative; complexity or safeguarding processes may affect timing.

8.3. We will act without unreasonable delay and keep the employee updated.

8.4. How to raise a formal grievance

8.4.1. A formal grievance is raised in writing to the Registered Manager or designated HR contact. The statement should set out the issue, the key facts (including dates, times and individuals involved), the outcome sought, and any supporting documents. Employees should also tell us about any adjustments they need to participate fully (for example, accessible formats, interpreters or additional breaks).

8.4.2. If the grievance concerns the line manager, it should be sent to a more senior manager or the Registered Manager. If it concerns the Registered Manager or senior leadership, it should go to the Nominated Individual or an external HR consultant to ensure independence.

8.4.3. Preferred contacts are detailed under 'Contacts details' below to, include the Registered Manager, Safeguarding Lead, and Local Authority.

8.5. Investigation

8.5.1. An Investigating Officer (not previously involved) gathers facts impartially:-

  • a. Interviews
  • b. Statements
  • c. Documents
  • d. Records
  • e. Rota/ telephony/ mileage data
  • f. CCTV/ telematics (where lawfully available)
  • g. Witness accounts.

8.5.2. Allegations of bullying, harassment or discrimination are handled with particular sensitivity.

8.5.3. If at any point safeguarding or immediate safety risks are identified, these are escalated straight away via the appropriate procedures.

8.5.4. The employee is not entitled to be accompanied at routine investigatory meetings; however, we may allow a companion as a reasonable adjustment or where fairness requires. Investigatory meetings are fact-finding only and are not grievance outcome meetings.

8.5.5. If an employee is unable or unwilling to attend an investigatory meeting, we will seek alternative ways of enabling them to respond (e.g., written statement, remote meeting). If they continue not to engage without good reason, the investigation may proceed and reach findings based on the available evidence.

8.5.6. On completion, the Investigating Officer submits an investigation report and recommendation to the decision maker (usually the Registered Manager).

8.6. Grievances involving sexual harassment (including third parties)

8.6.1. Where a grievance includes allegations of sexual harassment, we will respond promptly and sensitively, and we will take reasonable steps to prevent sexual harassment and its recurrence. While enquiries continue, this includes considering immediate protective measures, for example:-

  • a. Changing visits/ rotas;
  • b. Additional supervision;
  • c. A buddy system;
  • d. Temporary alternative duties;
  • e. Adjusting lone-working arrangements; or
  • f. Restricting contact with an alleged harasser.

8.6.2. We will also consider what further reasonable steps are required to prevent sexual harassment, including reviewing risk assessments, training, supervision and relevant workplace arrangements.

8.6.3. Where the alleged harasser is a service user, family member, visitor, contractor or other third party, we will assess and manage the risk (including during visits in people’s homes) and take proportionate action to protect staff while balancing safe, person-centred care delivery.

8.6.4. Any safeguarding, incident reporting or Duty of Candour obligations that arise will run alongside this grievance process as appropriate.

8.6.5. We will offer appropriate support to anyone who reports or is affected by sexual harassment, which may include access to occupational health or wellbeing services, adjustments to duties or working patterns, and signposting to external support services.

8.7. The grievance meeting

8.7.1. The grievance hearing will be chaired by a manager not previously involved (and, where possible, more senior than the Investigating Officer).

8.7.2. The Chair explains the process and ensures that the management case (normally presented by the Investigating Officer or another management representative) and the employee's response are heard fully and fairly.

8.7.3. The employee (and companion) responds and may ask questions, present evidence, and call reasonable witnesses.

8.7.4. The companion may address the hearing and confer with the employee but may not answer questions on their behalf.

8.7.5. Adjournments will be offered for breaks, to consider late evidence, or to explore adjustments/ mediation options.

8.7.6. After hearing all parties, the Chair adjourns to consider the decision.

8.8. Decision-making and standard of proof

8.8.1. Decisions are made impartially on the balance of probabilities, considering all relevant evidence, the credibility and consistency of accounts, any mitigating or aggravating factors, the impact on the employee, colleagues and people using our services, and any relevant risks to safety, quality of care or the organisation.

8.9. Outcome

8.9.1. After considering the information, the chair writes to the employee with a clear, reasoned decision. The letter will:-

  • a. Summarise the issues considered and the evidence relied upon;
  • b. Set out the findings for each issue and the reasons;
  • c. Explain actions, remedies or recommendations (for example, mediation, supervision changes, training, rota adjustments, management instructions, monitoring arrangements); and
  • d. Confirm how and when actions will be reviewed and the right of appeal.

8.9.2. Where the grievance indicates potential misconduct by others, a separate disciplinary process may be initiated. Only information that can lawfully and fairly be shared will be disclosed to protect confidentiality.

8.10. Appeal

8.10.1. An employee may appeal by writing within 7 calendar days of the outcome, setting out the grounds (for example, procedural concern, new evidence, or a contention that the decision was not reasonable). The appeal will be heard by a manager who has not been involved previously and who is, where possible, more senior.

8.10.2. The employee may be accompanied at the appeal meeting by a companion (trade union representative/ employee), and postponement requests linked to companion availability will be handled in line with the same statutory rules.

8.10.3. Depending on the grounds, the appeal may be a review or a rehearing. The final decision is confirmed in writing.

9. Safeguarding, external referrals, and parallel processes

9.1. Concerns indicating harm or risk of harm to adults will be referred immediately to the appropriate authority:-

9.2. All such referrals will be made in line with our Safeguarding Adults Policy and Procedure and our duties under Regulation 13 (Safeguarding service users from abuse and improper treatment).

9.3. Where criminality is suspected, we may notify the Police - internal investigations may proceed in parallel or be paused to avoid prejudice to criminal inquiries.

9.4. If a person is dismissed or removed from regulated activity (or would have been had they not resigned) because they harmed or posed a risk of harm, The Good Place will make a DBS referral in line with our legal duty under the Safeguarding Vulnerable Groups Act 2006 (as amended).

9.5. Where an incident meets Duty of Candour requirements for people using our services, we will act openly and document candour conversations. This runs alongside, and does not replace, our grievance, disciplinary, incident reporting and safeguarding processes. See our Duty of Candour Policy and Procedure.

9.6. Outcomes/ learning are shared into supervision, training, and quality improvement.

9.7. Where the member of staff is subject to professional regulation (for example by the Nursing and Midwifery Council or Health and Care Professions Council), we will consider whether a referral to the relevant professional body is required.

10. Collective grievances

10.1. When several employees raise the same issue, The Good Place may apply this procedure collectively for efficiency and fairness. We will meet with nominated representatives and, where applicable, a recognised trade union. Individual rights, including the right to be accompanied, are preserved.

10.2. Collective grievances will be managed in line with ACAS guidance on collective grievances, ensuring fair representation and timely communication with all affected staff.

11. Anonymous, vexatious or malicious grievances

11.1. Anonymous grievances are considered where sufficient information exists to proceed or where risk is potentially significant (e.g., safeguarding or health and safety). Complaints found to be knowingly false or made in bad faith may lead to action under the Disciplinary Policy and Procedure. Concerns raised in good faith that are not upheld will not result in detriment.

11.2. We recognise that not all grievances will be upheld and that people may be mistaken or have incomplete information. We will only treat a grievance as vexatious or malicious where there is clear evidence that it was made in bad faith, for example where information was knowingly fabricated.

12. Mediation

12.1. Mediation is a voluntary, confidential process led by a trained neutral person. It may be offered at any stage when relationships have broken down or when a facilitated discussion is likely to resolve matters quickly and constructively. Where mediation succeeds, agreed actions are confirmed in writing and reviewed after a reasonable period.

12.2. Information shared within mediation is confidential and will not normally be used as evidence in any subsequent formal process, unless all parties agree or there are safeguarding or legal obligations to disclose.

13. Failure to attend/ non-cooperation

13.1. Where an employee fails to attend a meeting or hearing, we will explore the reasons, including any health or disability factors, and consider whether medical advice or occupational health input is needed, as well as reasonable adjustments (for example, alternative formats, remote attendance, shorter sessions, or rescheduling). Where there is no good reason for non-attendance and reasonable adjustments have been offered, we may rearrange once; if the employee then fails to engage again without good reason, we may proceed in their absence based on available evidence.

14. Confidentiality, records and data protection

14.1. All records will be accurate, kept secure, and retained no longer than necessary in line with UK GDPR, the Data Protection Act 2018, our retention schedule, and good governance.

14.2. We process grievance information on lawful bases such as compliance with legal obligations, performance of the employment contract, and legitimate interests, and we may share relevant information with regulators or safeguarding bodies where we are required or permitted to do so by law.

14.3. Grievance records will normally be retained for at least 6 years after employment ends (or longer where there is ongoing litigation, safeguarding, regulatory review or other lawful reason), and then securely disposed of.

14.4. Access requests will be handled under data protection law. Redactions may apply to protect third-party data and legal privilege.

15. Special cases

15.1. Registered Manager/ senior leaders:-

  • a. Investigations and hearings will be overseen by the Nominated Individual or an external HR consultant to ensure independence, where the Registered Manager/ senior leader is the subject of, or otherwise involved in the disciplinary.

16. Protection from victimisation

16.1. The Good Place will not tolerate retaliation against anyone who raises a grievance or supports another person to do so in good faith. Allegations of victimisation will be investigated and, if substantiated, managed under the Disciplinary Policy and Procedure.

16.2. This protection applies in particular where concerns relate to discrimination, harassment or other matters covered by the Equality Act 2010, and where a person has done, or intends to do, a "protected act" (for example raising or supporting a complaint of discrimination or harassment).

17. Representation and support

17.1. An employee has the right to be accompanied by a trade union representative or a work colleague at any formal grievance hearing or appeal under this policy. In exceptional circumstances, and particularly as a reasonable adjustment for disability or communication needs, we may agree to an alternative companion (for example a family member or advocate).

17.2. If the companion cannot attend on the proposed date, the employee may request a reasonable postponement and propose an alternative time within a short, reasonable period.

17.3. The employee will have access to wellbeing resources and (if contracted) Employee Assistance Programme. Provision of support and signposting to wellbeing services forms part of our commitment to workforce wellbeing and enablement under the CQC Single Assessment Framework.

17.4. We will make reasonable adjustments where needed/ requested (e.g., accessible venues/ formats, interpreters, additional breaks, remote attendance).

18. Training, communication, and monitoring

18.1. Managers involved in investigations and hearings will receive training in fair process, note-taking, bias awareness, equality and diversity (including preventing and responding to harassment and sexual harassment), and safeguarding interfaces.

18.2. Lessons learned from cases feed into team meetings, supervision, and annual training plans.

18.3. Governance reports summarise trends (de-identified) to the Registered Manager and Nominated Individual, to support continuous improvement, assurance to the Board/ owners (where applicable), and evidence for CQC regarding our learning culture, staffing, and governance arrangements.

19. Timeframes (guidance)

19.1. The following timeframes are guidance only. We will seek to adhere to them wherever reasonably practicable, but they do not create contractual rights and may need to be adjusted for complexity, safeguarding, sickness, or external investigations.

  • a. Acknowledge a formal grievance within 3 working days.
  • b. Start enquiries within 5 working days.
  • c. Hold the grievance meeting within 10 working days of receipt, where reasonably practicable.
  • d. Issue the outcome within 5-10 working days of the meeting.
  • e. Receive appeals within 7 calendar days of the outcome and hold an appeal meeting within 14–21 days of receipt.

19.2. Complexity or external processes may require flexibility; reasons for any variation will be explained.

20. Contact details

Elderly hands on a walking sitck

We're becoming a fully regulated service

While we are not currently regulated, meaning there are some services we cannot currently provide, we are in the process of registering to become a fully regulated service.

CQC