Start from your situation
Two of your people are in dispute? Here is what to do, in order.
When two colleagues fall out, fairness to both of them matters as much as the answer. Here is the order to work in, from hearing each person separately to agreeing what happens next, with a link for each step. It is practical guidance, not legal advice.
Record the case and keep the evidence in one place.
From the first complaint to a check-in
7 steps, in order. Each one links to the page that explains it.
Hear each person separately
Speak to each person on their own first, in private. Let them say what happened and what they would like to happen, without comment, and write down what each says. Give both of them the same time and the same questions. Do not take sides, and do not promise an outcome yet. The dispute meeting record gives you a layout for the notes.
Ask whether it is a disagreement or something more serious
Most disputes are about how people work together. Some are about something more serious, such as bullying, harassment, discrimination or a concern about wrongdoing. If what you hear sounds like that, slow down, treat it as a formal matter and take advice. The law pages on harassment and bullying and on whistleblowing explain the rules in general terms.
Decide how formal to be
Many disputes settle with a conversation, and your policy may set out an informal step first. If one person wants to make a formal complaint, or the informal route has not worked, follow your grievance policy. The Acas Code of Practice on disciplinary and grievance procedures is the main published guidance, and the law page explains it. Whichever route you choose, treat both people the same way.
Record it, and control who can see it
Record the dispute as a case. A Complaint is the usual type, and an employee can raise one from their portal. It starts as Standard, which means HR and the case owner, so change who can see it if you want it narrower. Name the people it is about under About. Neither person sees the other's account: the person who raised it sees only the notes you choose to share with them, and anyone named in the case cannot open it.
Grievances and casesFind out what happened
Decide what you need to know, and ask anyone who saw or heard what happened to write it down in their own words. Look at the evidence, such as messages or emails, and keep it on the case. Stick to what happened, not what people think of each other.
Help them find a way forward
Where the problem is a working relationship, a facilitated conversation or mediation can help more than a ruling. HRHive does not run mediation, but the disputes and tribunals hub explains the options. Whatever you try, record what was offered, what each person said and what they agreed.
Agree what happens next and check in
Write down what each person has agreed to do, and by when. Tell both people what has been agreed, in the same way. Set a date to check how it is going: in HRHive, put it in as the next action, and a date that passes is flagged as overdue. When it is settled, record the outcome on the case and close it.
Grievances and cases
What you will have at the end
- A dated note of what each person said, taken separately
- A decision on how formal to be, and the reason for it
- The dispute recorded as a case that only the right people can see
- What was agreed, who will do what and by when
- A check-in date in the diary
- A closed case with a recorded outcome
If an adviser helps you
If the dispute involves a senior person, or someone who normally handles HR, an outside adviser can look at it instead. Invite an HR consultant into your organisation with the HR role, and they see cases as HR does. See how HR consultants work in HRHive.
Practical guidance, not legal advice
This page is a practical order to work in. It does not say what the law requires, and HRHive does not give legal advice. The linked law pages explain the rules in general terms, with their sources. If you are unsure what to do, or the matter is serious, take advice before you decide.