A formal complaints procedure is a structured and official process within an organisation that is specifically designed to handle employee complaints. It offers employees a clear framework and procedures to file and resolve a complaint. A formal complaints procedure often includes steps such as filing a written complaint, investigating the complaint, hearing from involved parties, taking appropriate action and informing the complainant of the outcome of the process. The purpose of a formal complaints procedure is to guarantee a fair and objective handling of complaints and to ensure an adequate solution and possible follow-up of the complaint.
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