Grievance Outcome Matrix - Guide for Making the Right Decision

This is a practical decision-making tool to help you determine the right outcome following a grievance — based on the strength of evidence, the facts established, and the overall context.

It clearly sets out what each outcome means (upheld, partially upheld, not upheld), what level of evidence is required, and what actions should follow. This helps you move from “what happened” to “what do we do about it” in a structured and defensible way.

It also provides guidance on how to communicate your decision clearly and fairly, reducing the risk of escalation, appeals, or damaged working relationships.

Who is it for?

• Founders and CEOs handling employee complaints directly
• Managers unsure how to conclude a grievance
• SME owners without experienced HR support
• HR professionals looking for consistency and clarity

What does it cover?

• Clear definition of each outcome (upheld / partially upheld / not upheld)
• Guidance on what “sufficient evidence” looks like
• Realistic example scenarios to anchor your judgement
• Recommended actions depending on findings
• How to communicate outcomes clearly and fairly
• Built-in decision quality checks

When is it used?

• After a grievance hearing has taken place
• When reviewing findings and deciding the outcome
• When you need to determine whether concerns are upheld or not
• Before issuing the grievance outcome letter

Word document (docx) | 1 page