How to Handle Workplace Complaints
When a complaint lands on your desk, it’s easy to go straight into “process mode”—but how you handle the people involved is just as important as how you handle the steps. Here’s a practical guide to what to do (and what to not do) to support both the complainant and the respondent throughout the process:
What to DO
1. Slow it down and listen first
Give the complainant space to share their experience without interruption or judgment. You don’t need to solve it in the first conversation—your role is to understand.
2. Be clear and transparent about the process
Set expectations early for both parties. What happens next? Who will be involved? What can and can’t be kept confidential? Clarity reduces anxiety on all sides.
3. Support both individuals—not just one side
It’s natural to focus on the person bringing the complaint, but the respondent is also navigating stress, uncertainty, and potential reputational impact. Ensure they feel informed, respected, and supported throughout.
4. Document consistently and objectively
Stick to facts, timelines, and direct quotes where possible. Good documentation protects everyone involved and helps ensure a fair process.
5. Communicate regularly (even if there are no updates)
Silence creates assumptions. Even a quick check-in to say “there’s no update yet, but we’re still working through it” can reduce stress for both parties.
6. Offer support resources
Remind both the complainant and respondent of available supports—whether that’s HR guidance, leadership support, or external resources. These situations can take a mental and emotional toll.
7. Stay neutral and grounded
Your role is to facilitate a fair process, not to take sides. How you show up—calm, consistent, and objective—sets the tone for everyone involved.
What NOT to do
1. Don’t jump to conclusions
Early assumptions can bias your approach and impact fairness. Stay open until all information has been gathered.
2. Don’t promise outcomes or confidentiality you can’t guarantee
Avoid saying things like “I’ll make sure this is handled” or “this will stay between us.” Be honest about the limits of the process.
3. Don’t minimize or dismiss concerns
Even if something seems minor to you, it may not feel that way to the person experiencing it. Acknowledge concerns without judgment.
4. Don’t treat the respondent as “guilty” by default
How you communicate with the respondent matters. Approach with neutrality and respect—this is about gathering information, not assigning blame prematurely.
5. Don’t go silent
Lack of communication is one of the biggest drivers of frustration and anxiety in complaint processes. Keep both parties informed, even if progress feels slow.
6. Don’t handle it alone if you’re unsure
These situations can escalate quickly. If you’re uncertain, it’s always better to pause and seek guidance than to move forward with uncertainty.
Equal People HR focuses on in-the-moment advice and guidance for managers in moments just like these. It feels good to have someone who knows each step of the process and guides you confidently through the complaint process. Not only does it typically shorten the amount of time it takes to navigate, you are building your toolkit to handle situations like these more smoothly moving forward.
Complaints can be stressful, but it doesn't have to be when you know the process and can confidently stand behind the decisions you're making.