Remember that the Grievance Procedure applies to employees only. If you do want to use the Grievance Procedure for non-employees make sure that you specify that the Grievance Procedure does not apply but that you are using it as a convenient mechanism for investigating the particular issue.
Take all complaints seriously. Read and follow your Grievance Policy. If at any time you cannot comply with the timescales in the policy, inform the employee of this, and of the revised timescales.
If an employee raises a grievance with you informally, listen to the employee’s complaint carefully and sympathetically, and ensure you make full notes of your discussion with the employee.
Investigate the matter and assess whether you can resolve this issue yourself, or whether you should pass it to a more senior manager.
Give the employee feedback on what has been done to resolve their complaint. Remember this does not involve giving details of the outcome of any disciplinary action against others. Advise the employee that if he is dissatisfied with the outcome he can raise a formal grievance.