The Complaint Process: Why Formal Documentation Matters

Addressing workplace complaints can be a challenging task, regardless of who they involve. Sometimes, it may seem simpler to voice your concerns informally or during a casual conversation. This way, the complaint remains undocumented, and if things do not go well, you can avoid a formal process. Or, you might feel that a verbal complaint, left unrecorded, suffices as a formal complaint.

However, there is an advantage to documenting when complaints occur, who raised them, and their specifics. This documentation serves as valuable evidence if the complaint needs to be taken further or if you must prove its occurrence.

Why a Written Complaint Holds More Weight than Verbal Ones

While making a verbal complaint to your HR department (if you are an employee) or an employee (if you are an employer) might seem like an appealing option, it is essential to understand that you might require evidence of the complaint in the future.

Putting your complaint in writing allows you to provide it as evidence if someone asks about it later, especially if they face a similar issue or need proof of the problem’s existence. It is relatively easy to dispute the contents of a complaint or even claim it was never made if it is only conveyed verbally.

If you initiate a legal action related to a complaint you filed, presenting a verbal complaint as evidence can be challenging, even if you remember when it occurred and what you said.

Making a Complaint as an Employee

For employees, it is crucial to ensure that your complaints are formalized. Should your complaint require action, you may be at a disadvantage as a single employee compared to a company with resources and an HR department.

When you have a complaint worth bringing to HR, specify that you are making a formal complaint and request it to be documented and added to a file. While you may not need to refer to the complaint later if it is resolved internally, having proof can be invaluable if you do need to revisit it.

Submitting a formal complaint informs your company that you are serious about the issue. They may be more willing to take immediate steps and offer resources you may not have been aware of, such as medical or mental health leave, government benefits, or accommodations.

Common issues employees might bring to their HR department include a toxic work environment, discrimination, harassment (including sexual harassment), illegal conduct by another employee, micromanagement, lack of support or resources, inadequate pay, bullying, disputes between co-workers, an inadequate workspace, and more.

If you have faced any of these issues, consider reaching out to your HR department to make a formal complaint.

Making a Complaint as an Employer

While employees may perceive employers as having all the power in the workplace, that is not always the case. When dealing with problematic employees, it can be challenging to handle the situation in a way that protects your workplace and maintains a positive atmosphere.

If you encounter significant issues with an employee and decide to address them, it is essential to document when the incidents occurred and what was said. While a verbal warning may correct the behavior, ongoing problems could arise, and maintaining a record of complaints against that employee or warnings provided may prove valuable in the future.

Terminating an employee with cause can be a complex decision, especially in the case of problematic employees. However, having a record of when complaints were made or warnings were issued can demonstrate that you tried to address the situation. It can also show that the issues were severe enough to warrant dismissal with cause.