How to write a formal complaint at work: a practical guide to raising workplace concerns

Free workplace complaint template: Download the editable Word template or download the PDF examples and checklist. Includes a complaint letter, a fictional email example, follow-up wording and a preparation checklist. Free, with no account required.

Something has happened at work, and you're not happy about it.

Perhaps a colleague repeatedly interrupts you during meetings. Maybe your workload has become unmanageable, an agreed working arrangement hasn't been honoured or a decision has been made without a reasonable explanation.

You've considered ignoring the problem, but it keeps happening.

Now you're wondering how to raise your concerns without creating unnecessary conflict or damaging professional relationships.

This is a common workplace dilemma.

Knowing how to complain professionally is an important workplace skill.

A well-written complaint can help resolve misunderstandings, highlight genuine problems and encourage constructive action.

But writing an effective complaint isn't simply about explaining why you're unhappy. It's about communicating what happened, why it matters and what you would like to happen next.

In this guide, we'll explore how to raise a workplace complaint clearly and confidently, when to use informal or formal procedures and how to avoid common mistakes.

What is a workplace complaint?

A workplace complaint is a concern raised about something happening within your employment or working environment.

It might relate to:

• Communication problems.
• Workload allocation.
• Unprofessional behaviour.
• Management decisions.
• Working arrangements.
• Team relationships.
• Health and safety concerns.
• Administrative errors.
• Workplace facilities.
• Policies or procedures.
• Concerns about fairness or consistency.

Complaints vary considerably in seriousness.

Some can be resolved through a short conversation. Others may require a documented investigation or formal grievance procedure.

The important thing is to choose a response appropriate to the issue.

What's the difference between a complaint and a grievance?

The words complaint and grievance are sometimes used interchangeably, but they can describe different stages of workplace problem-solving.

An informal complaint is a concern raised with the aim of resolving a problem without initiating a formal procedure.

For example, you might email your manager because your agreed working hours have repeatedly been changed without discussion.

A formal grievance is a complaint raised under the employer's formal grievance procedure.

This usually involves written allegations or concerns, an investigation or review, a meeting, a written outcome and an opportunity to appeal.

Importantly, calling a letter a "formal complaint" does not necessarily mean it will be handled outside the grievance procedure.

If you want to invoke the formal grievance process, say so explicitly.

Likewise, a serious written complaint may need to be addressed formally even if you haven't used the word "grievance".

Need to start the formal procedure? Read our formal grievance letter guide and download its free template. The complaint template on this page is intended for a preliminary written concern or discussion, not to imply that serious allegations should be handled informally.

Should you raise a complaint informally first?

In many circumstances, informal resolution is a sensible starting point.

It allows concerns to be addressed before positions become entrenched.

For example, imagine your manager repeatedly schedules meetings outside your agreed working hours.

You could begin by saying:

"I've noticed that several meetings have recently been scheduled outside my agreed hours. Could we review the arrangements and make sure future meetings take my working pattern into account?"

This communicates the concern without immediately assuming deliberate wrongdoing.

An informal approach may be appropriate where:

• The issue is relatively minor.
• There has been a misunderstanding.
• The problem is recent.
• You feel comfortable discussing it.
• There is a realistic opportunity to resolve it quickly.

However, informal resolution is not always appropriate.

Serious harassment, discrimination, threats, unsafe working conditions or repeated misconduct may require a more formal response.

You should not feel obliged to confront someone directly if doing so would be unsafe or inappropriate.

Before writing a workplace complaint

Taking time to prepare can improve the clarity and effectiveness of your communication.

Step 1: identify the problem

Try to describe the concern in one or two sentences.

For example:

"My concern is that changes to the team rota have repeatedly been communicated with insufficient notice, making it difficult to manage my agreed working arrangements."

This identifies the issue without unnecessary personal criticism.

Step 2: separate facts from interpretations

This is one of the most important skills in professional complaint writing.

Consider these statements.

Interpretation:

"My manager deliberately excludes me from important decisions."

Factual description:

"I was not invited to the project planning meetings on 3 and 10 October, despite being responsible for delivering the agreed actions."

The second statement is more specific and easier to investigate.

You can still explain how you interpreted the events, but make the distinction clear.

For example:

"This has left me feeling excluded from decisions that directly affect my responsibilities."

Step 3: identify relevant examples

A complaint is stronger when supported by specific incidents.

Include dates, events and relevant communications where possible.

Avoid relying entirely on statements such as "this always happens" or "everyone agrees".

Instead, describe identifiable examples. Mark approximate dates clearly and only use evidence you are lawfully entitled to access and share.

Step 4: review relevant policies

Check whether your organisation has a policy relating to the concern.

For example:

• Flexible working.
• Bullying and harassment.
• Health and safety.
• Work allocation.
• Equality and diversity.
• Complaints and grievances.
• Whistleblowing.
• Safeguarding, where relevant.

The correct reporting route may depend on the nature of the issue.

For instance, a concern about immediate danger may require urgent reporting through health and safety procedures rather than an ordinary complaint email.

Step 5: decide what resolution you're seeking

Ask yourself what would improve the situation.

You might want:

• An explanation.
• A review of a decision.
• A correction.
• A change to working arrangements.
• Clearer communication.
• An agreed process for the future.
• An investigation.
• Appropriate steps to prevent recurrence.

Being clear about the desired outcome helps the recipient understand what action you're requesting.

How to structure a professional complaint letter

A good workplace complaint follows a straightforward structure.

1. Use a clear subject line

Examples include:

• Concern regarding workload allocation
• Request to review working arrangements
• Workplace complaint regarding communication
• Concern about repeated unprofessional behaviour

If you intend to initiate the formal grievance procedure, make that explicit in the subject line.

2. Explain why you're writing

Begin with a short statement of the concern.

For example:

"I'm writing to raise a concern about recent changes to my working arrangements and to request that we review the situation."

3. Describe what happened

Set out the relevant events in a logical order.

Include factual details and avoid unnecessary exaggeration.

If there are several incidents, use short paragraphs or bullet points to distinguish them.

4. Explain the impact

Describe why the issue matters.

For example:

"These changes have made it difficult to plan my workload and meet previously agreed commitments."

Focus on the actual impact rather than speculating about someone's intentions.

5. Explain any previous discussions

If you've already attempted to resolve the matter, mention this.

For example:

"I raised this informally during our meeting on 12 October, but the issue has continued."

6. Request a reasonable outcome

Make a constructive suggestion.

For example:

"I would appreciate an opportunity to review the current arrangements and agree how changes will be communicated in future."

7. Close professionally

Thank the recipient for considering your concerns and request a response.

You can ask for a reasonable timeframe without issuing unnecessary ultimatums.

Example: a professional workplace complaint letter

Subject: Concern regarding changes to working arrangements

Dear [Manager's Name],

I am writing to raise a concern about recent changes to my agreed working arrangements.

Over the past month, several changes to my working schedule have been communicated at short notice, including on [Date] and [Date].

I understand that operational requirements can change. However, these arrangements have made it difficult for me to manage my existing commitments and plan my workload effectively.

I raised this concern during our conversation on [Date], but similar changes have continued.

I would appreciate an opportunity to discuss the situation and agree a more consistent approach to communicating future changes.

Please let me know when we could arrange a suitable time to discuss this.

Kind regards,

[Your Name]

This example is intended for a workplace concern where an informal or preliminary written approach is appropriate.

For a serious matter requiring formal investigation, use your organisation's grievance procedure instead.

Download WorkplaceHero's free workplace complaint letter template (Word) or the PDF examples and checklist to organise your concerns and create a professional written request.

How to complain about a colleague professionally

Complaints involving colleagues can be particularly sensitive.

You may need to continue working with the person after the matter has been addressed.

For this reason, focus on behaviour rather than personality.

For example:

"During the meeting on 15 October, I was interrupted several times while presenting the project update. I would appreciate support in establishing clearer expectations for how colleagues contribute during meetings."

This is more constructive than describing someone as rude, arrogant or impossible to work with.

Where behaviour is repeated or serious, document the incidents and consider whether a formal process is necessary.

You do not need to minimise bullying, harassment or discrimination simply to preserve workplace relationships.

How to complain about your manager

Raising concerns about a manager can feel uncomfortable because of the difference in authority.

Before deciding how to proceed, consider the nature of the problem.

If the issue concerns a misunderstanding or operational decision, a direct conversation may be appropriate.

If the complaint involves serious misconduct, harassment or a conflict of interest, you may need to contact HR or a more senior manager.

Check the relevant policy for an alternative reporting route.

Where possible, describe specific actions and their effects.

For example:

"On three occasions during October, my agreed deadlines were changed without prior discussion. I would like to understand the reasons for these changes and agree a clearer process for managing future priorities."

Avoid personal attacks, but don't feel obliged to soften serious allegations to the point that they become unclear.

What if the complaint involves bullying or harassment?

Bullying and harassment should be taken seriously.

Depending on the circumstances, the behaviour may involve repeated humiliation, intimidation, unwanted conduct or discriminatory treatment.

In Great Britain, if you believe you are experiencing harassment related to a protected characteristic, legal protections under the Equality Act 2010 may apply.

Sexual harassment also engages specific legal duties and protections.

Keep an accurate record of incidents, including dates, relevant communications and potential witnesses.

Consider whether the organisation's bullying and harassment policy provides a dedicated reporting route.

If the issue is serious, you may wish to submit a formal grievance rather than attempting informal resolution.

Seek advice where appropriate.

What if the complaint concerns health and safety?

Health and safety concerns sometimes require immediate action.

For example, if equipment is unsafe or a working practice creates an imminent risk of serious harm, do not wait for an ordinary complaint process to run its course.

Use the relevant urgent reporting procedure and notify an appropriate responsible person.

Where applicable, concerns may also be raised with a safety representative or relevant regulator.

Health and safety disclosures can sometimes qualify for whistleblowing protection, but this depends on the legal requirements being met.

An ordinary personal workplace complaint is not automatically a protected whistleblowing disclosure.

How should an employer respond to a workplace complaint?

A good employer should take concerns seriously, even where the matter is raised informally.

A constructive response normally involves:

1. Acknowledging the concern.
2. Clarifying the issue where necessary.
3. Considering the information provided.
4. Identifying an appropriate resolution route.
5. Communicating next steps.
6. Following up to check whether the problem has been resolved.

The response should be proportionate to the seriousness of the issue.

A simple misunderstanding may need only a conversation and an agreed action.

An allegation of serious misconduct may require a more structured investigation.

Employers should avoid promising absolute confidentiality where a fair investigation requires information to be shared.

They should also avoid assuming that a complaint is unfounded simply because the person raising it cannot provide documentary evidence.

What should you do if your complaint is ignored?

If you receive no response, begin by following up politely.

For example:

"I'm following up on the concern I raised on 10 October. Could you please confirm whether this has been reviewed and advise me of the next steps?"

Keep a record of the communication.

If the issue remains unresolved, consider escalating it through the appropriate management or HR route.

You may decide to submit a formal grievance.

Where the concern involves potentially unlawful treatment, obtain advice promptly.

Do not assume that making an internal complaint or grievance stops the clock on employment tribunal deadlines.

In Great Britain, most claims arising on or after 1 October 2026 have a six-month-minus-one-day time limit. Most claims arising before that date still have a three-month-minus-one-day limit, although some claim types have different limits. Breach-of-contract claims in Scotland have a separate commencement date of 9 November 2026. Check the deadline for your specific claim promptly with Acas or a qualified adviser.

Acas early conciliation may be relevant if you are considering a tribunal claim and can affect the calculation of time limits. Do not wait for the internal complaint outcome before checking what you need to do.

Common mistakes when writing a workplace complaint

Writing while angry

It's understandable to feel frustrated.

However, sending a message immediately after a difficult incident can lead to wording you later regret.

Draft the complaint, review it and check that it communicates your concerns accurately.

Making assumptions about motives

Focus on what happened.

You can explain how you felt without claiming to know another person's intentions.

Copying unnecessary recipients

Avoid sending sensitive complaints to large distribution lists.

Use the appropriate reporting route.

Being unclear about the requested action

If you want a meeting, review or explanation, say so.

A complaint without a clear request can be harder to resolve.

Minimising a serious concern

Professional communication does not mean ignoring the seriousness of harassment, discrimination or unsafe behaviour.

Use clear language and the correct procedure.

Expecting an immediate outcome

Some concerns can be resolved quickly. Others require investigation.

Ask for reasonable updates and maintain a record of the process.

Frequently asked questions

Can i complain about something that happened months ago?

Potentially, yes. However, delays may make evidence harder to obtain, and legal time limits may apply. Raise concerns promptly where possible.

Do i have to make a complaint in writing?

Not always. Informal concerns can often be raised verbally. Written communication is useful when you want a clear record or the relevant procedure requires it.

Can i make a complaint anonymously?

You can ask whether your employer accepts anonymous reports, but anonymity may limit its ability to investigate. Some organisations have dedicated confidential reporting arrangements.

Can i ask for my complaint to remain confidential?

Yes, you can request discretion. However, the employer may need to share relevant information to investigate fairly and comply with legal obligations.

What if my manager is the subject of the complaint?

Check whether you can approach HR, a more senior manager or another designated person.

Should i use a complaint letter or a grievance letter?

Use a complaint letter when you're seeking to raise a concern and potentially resolve it informally. Use a formal grievance letter when you want the employer to initiate its formal grievance procedure. The seriousness of the issue and the organisation's policies should guide your decision.

Can i complain about unfair treatment without proving discrimination?

Yes. You can raise concerns about unfair or unreasonable treatment even where you are not alleging unlawful discrimination.

What if i am treated differently after complaining?

Keep a factual record and seek advice. Some complaints engage specific legal protections against victimisation or other unlawful treatment, depending on the circumstances.

Final thoughts: raising concerns professionally is not the same as causing trouble

Many people hesitate to complain because they worry about being labelled difficult, negative or confrontational.

But constructive complaints are an important part of a healthy workplace.

They help identify problems, improve communication and give organisations opportunities to address concerns before they escalate.

The key is to be clear about what happened, explain why it matters and identify what you would like to happen next.

You don't need to be aggressive to be assertive.

And you don't need to ignore a genuine problem simply to keep the peace.

Need to raise a concern at work?

Download the free workplace complaint letter template (Word) or the PDF examples and preparation checklist. Both are free, with no signup required.

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Further reading

• Acas: How to raise a problem at work
• Acas: Dealing with a problem raised by a worker
• Acas: Formal grievance procedure
• Acas: Employment tribunal time limits

This article provides general information about workplace practices in Great Britain and is not a substitute for individual legal advice. Northern Ireland has different employment law and procedures; contact the Labour Relations Agency for local guidance. Serious concerns involving discrimination, harassment, safety or potential employment tribunal proceedings may require specialist advice.

Official guidance checked on 3 November 2026. Employment law can change; check current guidance for your circumstances.