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British Council


The British Council has established formal grievance procedures within their organisation. Country directors and managers must ensure that all staff have access to the policy and must provide translation services where requested.

Staff and managers must first attempt to resolve concerns informally and, wherever possible, directly with the individual concerned. There are three opportunities for resolution — informal, first stage formal and appeal against the outcome of the grievance.

Any grievance raised is regarded as confidential and all those involved in the grievance process must maintain this confidentiality. Written records of the grievance process are also kept.
“An effective grievance process can help organisations to learn and improve. Staff need to have the knowledge and skills to deal with grievances and staff complaints”

Eunice Cook
British Council in Singapore.