Limited resource? Here’s one way you can take action

Improving Equity, Diversity & Inclusion (ED&I) doesn’t always require big budgets or external consultants. One of the most impactful and cost-effective steps an organisation can take is to establish a clear, transparent, and trusted grievance and feedback procedure. Done well, this creates a safe space for your employees to speak up, and signals your genuine commitment to listening, learning and changing.

Here’s what a robust grievance and feedback process should include:

1. Clear, Accessible Steps for Raising Concerns

Make it easy for staff to know how to report a grievance. This means having a simple, written procedure available in employee handbooks and on your intranet. It should outline who to contact, what to include in a complaint, and any forms or documentation required. Offer multiple ways to raise concerns, whether that is in person, via email, or through an online form, to suit different comfort levels.

2. Anonymity and Confidentiality

Not everyone feels safe attaching their name to a grievance. Your process should explicitly allow for anonymous feedback and explain how anonymity will be protected. For named complaints, offer the person who has lodged the grievance the opportunity to let you know if they would like to remain anonymous during the investigation process.

3. Integration with Whistleblowing Policies

If the grievance raises serious misconduct or systemic issues, it should trigger your organisation’s whistleblowing policy. Make sure staff understand when and how grievances may link to whistleblowing procedures. Reassure them that they are protected under both.

4. Protection from Retaliation

Fear of retaliation is one of the biggest barriers to speaking up. Your policy should include clear anti-retaliation measures. This might include regular check-ins with the person who raised the concern, access to support services, and consequences for those who engage in victimisation.

5. Accountability and Transparency

To build trust, commit to reporting on the number and types of grievances received and what actions have been taken in response. Even small organisations can share anonymised insights in internal newsletters or annual reports. This not only closes the feedback loop but shows that concerns lead to real change.

Building this kind of feedback culture costs little but delivers enormous value. It demonstrates that inclusion isn’t just a buzzword in your business, it’s something you’re ready to act on, with integrity and transparency.

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Elements to consider

• Will your procedure be publicly accessible (in relevant languages)?
• Does it need to explain the grounds for accepting a grievance? If there is a case where you would not accept one, how will you let the stakeholder know?
• What external organisations should you sign-post?
• What are the process steps and expected timelines?
• How is a resolution facilitated?
• How will processes and controls protect a stakeholder from retaliation?
• How will you update the stakeholders at each step of the process?
• How will your decision-making processes avoid conflicts of interest?

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Where can I get more guidance?