Four of the most common work complaints include theft, harassment, discrimination and violence. Employees have the right and responsibility to report anything that affects health, safety or culture in the company. If these issues are handled improperly, your business could face serious consequences, including fines or penalties. Learn how to address work complaints the right way to reduce liability and create a positive work environment.
Establish a protocol for reporting complaints
Every employee should know how to report a complaint. Reports can be made in person, by phone or online, and they are often routed through Human Resources. Plan a reporting system that works best for your organization and ensure employees can report to someone other than their direct supervisor when appropriate; consider available tools such as Custom Reporting to help manage intake and documentation.
Get full details
The employee with the concern should fill out a complete written statement or form with details about the complaint.
- Description of events
- Names of the individuals involved, including witnesses
- Times and dates of the incident(s)
- Other relevant details
Determine if you should formally investigate the incident
Take all complaints seriously, but not every interpersonal conflict requires a formal investigation. Minor issues such as an unpleasant odor in the break room or personality clashes usually do not need a formal process. You should investigate reports of theft, harassment, hostility or discrimination.
Investigate promptly
Begin an investigation as soon as possible. Interview the complainant, the accused and witnesses, and gather supporting documents such as memos, emails, photos or voicemails. If someone in management is a party to the complaint, ask a neutral party from another department or an external investigator to oversee the process.
Document the investigative steps, preserve records securely, and keep a clear timeline of actions taken to demonstrate a fair, consistent response.
Insist on confidentiality
The complainant, the accused and witnesses should be asked to maintain confidentiality and avoid spreading details or rumors. Remind all parties that retaliation is prohibited and that the company will address any retaliatory behavior promptly.
Conclude the investigation
After interviewing relevant individuals and collecting documentation, notify the complainant and other involved parties that the issue has been resolved. Share whether the complaint was substantiated and explain any next steps the company will take.
Take appropriate action
Depending on findings, actions may include employee discipline, additional training, referrals to an employee assistance program, or adjustments to work assignments. Recommend and document these steps, then monitor the situation to help prevent recurrence; when issues touch on safety, reporting or potential fraud, consult resources such as Workers' compensation, workplace rights, safety, and insurance fraud for further guidance.
Hire a mediator
In some cases, a mediator can provide conflict resolution, training or other services that improve interactions and reduce future complaints. Consider mediation when relationships can be repaired and both parties are willing to participate.
All workplace complaints should be handled properly to protect employees and the company. For additional guidance or insurance-related questions, talk to an agent.
Frequently Asked Questions
How can employees report a complaint anonymously?
Offer multiple reporting channels, including an anonymous hotline or online form, and clearly communicate those options to staff.
What types of complaints usually require a formal investigation?
Reports involving theft, harassment, discrimination, threats, or any allegation that could affect safety generally warrant a formal investigation.
How do you protect confidentiality during an investigation?
Limit information to those who need to know, instruct participants not to discuss details, and store investigative records securely.
What should an employee do if they fear retaliation?
Report the concern immediately to HR or a designated reporting person and document any retaliatory actions or statements.