1. Policy Statement
MAK Integrated Services Ltd (the Company) is committed to ensuring that all employees and workers are treated fairly and with respect, and that any concerns, problems or complaints raised about working conditions or relationships with colleagues are dealt with promptly, consistently and fairly.
This policy sets out the procedure for raising and resolving grievances. It applies to all employees of the Company, including those engaged in front line security operations, keyholding, response services and office based roles. It is intended to be read alongside the Company's Disciplinary Policy and reflects the principles set out in the ACAS Code of Practice on Disciplinary and Grievance Procedures.
This policy does not form part of any employee's contract of employment and the Company may amend it at any time.
2. Scope
A grievance is any concern, problem or complaint that an employee raises with the Company. Examples of matters that may be raised as a grievance include, but are not limited to:
Terms and conditions of employment, including pay, hours and shift patterns
Health and safety concerns, including those relating to lone working or site conditions
Working relationships with colleagues, supervisors or managers
New working practices, equipment or deployment arrangements
Bullying, harassment or discrimination
The application of Company policies and procedures
Concerns about training, supervision or licensing matters, including SIA licence requirements
Where a grievance relates to allegations of bullying, harassment, discrimination or a protected disclosure (whistleblowing), it may also be considered under the Company's Anti-Harassment and Bullying Policy or Whistleblowing Policy, as appropriate. The Company will agree with the employee which procedure is most suitable in such circumstances.
3. Guiding Principles
Employees are encouraged to raise concerns at the earliest opportunity and not allow issues to build up.
Wherever possible, grievances should first be resolved informally.
Employees have the right to be accompanied at any formal grievance meeting or appeal.
Matters raised will be treated confidentially and information will only be shared with those who need to know in order to investigate and resolve the grievance.
No employee will be victimised or treated less favourably for raising a grievance in good faith, even if the grievance is not upheld.
The Company will deal with grievances without unreasonable delay, while allowing sufficient time to investigate matters properly.
4. Informal Resolution
In many cases, concerns can be resolved quickly and informally by speaking directly with a line manager, supervisor or, where appropriate, the Operations Manager. Employees are encouraged to try and resolve matters informally in the first instance, as this is often the fastest and least stressful way to reach a satisfactory outcome.
If the matter is resolved informally, no formal record is normally required. If an employee does not feel able to raise the matter informally, or informal discussion does not resolve the issue, the formal procedure set out below should be followed.
5. Formal Grievance Procedure
Stage 1: Raising the Grievance in Writing
If the matter cannot be resolved informally, the employee should set out the grievance in writing to their line manager, or to the Operations Manager if the grievance concerns the line manager directly. The written grievance should include:
A clear description of the nature of the grievance
Relevant dates, locations and individuals involved
Any supporting information or documentation
The outcome the employee is seeking, where possible
The Company will acknowledge receipt of the written grievance within five working days.
Stage 2: Grievance Meeting
The Company will arrange a meeting with the employee, normally within ten working days of receiving the written grievance, to discuss the matter. The employee will be given reasonable notice of the date, time and location of the meeting.
The employee has a statutory right to be accompanied at the grievance meeting by a work colleague or a trade union representative. The companion may address the meeting and confer with the employee, but may not answer questions on the employee's behalf.
Where the grievance concerns a security operative working shift patterns or deployed at client sites, the Company will make reasonable efforts to schedule the meeting at a time and location that allows the employee, and their chosen companion, to attend.
Following the meeting, the Company may need to carry out further investigation, which may include speaking to witnesses or reviewing documentation, site logs, or CCTV footage where relevant and proportionate.
The Company will write to the employee to confirm the outcome of the grievance, the reasons for the decision, and any action to be taken, normally within ten working days of the meeting. Where this is not possible, the employee will be informed of the reason for the delay and given a revised timescale.
Stage 3: Appeal
If the employee is not satisfied with the outcome, they may appeal in writing within five working days of receiving the outcome letter, setting out the grounds of appeal.
The appeal will normally be heard by a more senior manager or director who was not involved in the original decision, wherever this is reasonably practicable given the size of the Company. The employee has the right to be accompanied at the appeal meeting on the same basis as set out above.
The outcome of the appeal will be confirmed to the employee in writing, normally within ten working days of the appeal meeting. The decision at appeal stage is final and concludes the Company's internal procedure.
6. Timescales
The timescales set out in this policy are intended as a guide. They may be extended where reasonably necessary, for example where further investigation is required, where a key individual is unavailable due to shift patterns or annual leave, or where the matter is particularly complex. Any extension will be communicated to the employee along with the reason for it.
7. Group Grievances
Where two or more employees share the same grievance, for example concerning a shift pattern change affecting a whole team, they may raise this as a group grievance. One representative should be nominated to present the grievance on behalf of the group, although all affected employees may attend the grievance meeting if appropriate.
8. Grievances Against a Manager or Director
If a grievance is raised against a line manager, the grievance should be submitted to the Operations Manager or a Director instead. If the grievance concerns a Director, it will be considered by another Director or a senior manager not otherwise connected with the matter, in order to ensure impartiality.
9. Confidentiality
The Company will treat grievances as confidentially as possible. Information will only be disclosed to those who need to know it in order to investigate and resolve the matter, such as witnesses, HR, and those involved in decision making. Employees involved in a grievance, including any witnesses, are also expected to maintain confidentiality so far as possible.
10. Records
Written records will be kept of the grievance, the Company's response, the outcome and any action taken, together with the reasons for decisions and details of any appeal. Records will be kept in accordance with the Company's data protection obligations and retained only for as long as necessary.
11. Support and Wellbeing
Raising or being involved in a grievance can be a stressful experience. Employees who would like support during the process are encouraged to speak to HR. Where the grievance relates to a security incident, threat, or conduct experienced while on duty, employees should also refer to the Company's Health, Safety and Lone Worker policies, which may apply alongside this procedure.
12. Related Policies
Disciplinary Policy and Procedure
Anti-Harassment and Bullying Policy
Equality, Diversity and Inclusion Policy
Whistleblowing Policy
Health and Safety Policy
Lone Working Policy
13. Policy Review
This policy will be reviewed periodically by the Company to ensure it remains compliant with current employment legislation, the ACAS Code of Practice, and SIA Approved Contractor Scheme requirements, and will be updated as necessary.
This document is intended as general guidance and does not constitute legal advice. The Company recommends that any specific or complex employment matter is reviewed against current ACAS guidance and, where appropriate, with qualified HR or legal advice before action is taken.
