The purpose of the Resolution Policy and Procedure is to support the College’s commitment to promoting and ensuring a working environment where individuals are treated with respect and courtesy. The aim is to provide members of staff with a reasonable and prompt opportunity to resolve their complaint. It is hoped that complaints can be resolved amicably thereby maintaining, and where necessary, restoring good relations within the College.

This policy covers the resolution of complaints including those of unacceptable behaviour such as harassment, bullying or victimisation. Staff should refer to the Harassment, Bullying and Victimisation Policy for further information and definitions.
Complaints related to allegations of sexual misconduct, sexual harassment or sexual violence should be managed in accordance with the Sexual Misconduct, Sexual Harassment and Sexual Violence Policy.

The sooner issues are raised, the more likely they are to be effectively resolved informally. Staff should raise their concern as quickly as possible and usually within three months of any alleged incident.

The College expects members of staff to give a reasonable level of consideration to the informal options before resorting to the formal resolution process.

The process...

Informal resolution request made

An informal resolution request has been made against me. What should I do?

It may be possible to resolve a dispute before the point is reached where a formal complaint is raised against you. The College encourages you to listen to the individual who has a concern and, if you are both able, to come to a resolution also, where appropriate, to participate willingly in the informal resolution process:

The informal routes to resolution available to staff are:

  • Coaching/support to talk directly to other person (individual action)
  • Facilitated conversation with a Resolution Facilitator
  • Mediation

The informal approach is both voluntary and confidential and if it is not possible to resolve an issue informally, a member of staff may decide to pursue their complaint through the formal resolution procedure. Informal routes to resolution will remain available to members of staff at any point during the formal resolution procedure should they wish to consider them.

Whilst attempting to resolve a complaint informally, you should keep a record of any discussions you have and copies of any correspondence, in the event that follow-up action becomes necessary.

Formal resolution request raised

A formal complaint has been raised against me. What happens now?

  • An appropriate manager will be identified to investigate
  • You will be provided with a copy of the complaint and given the opportunity to respond
  • The individual raising the complaint will be provided with a copy of your response
  • The appropriate manager will aim to meet with the indiviudal raising the complaint within ten working days of receipt of the complaint
  • The appropriate manager will meet with you to hear your response, normally within ten working days of meeting with the person making the complaint
  • Further investigation may be conducted (including meeting with any witnesses)
  • You will be advised of the decision, normally within ten working days of the close of the investigation, and the following individuals will receive a copy of all paperwork:
    • You, the person raising the complaint, respective representatives, relevant line manager(s)
  • The individual raising the complaint will be given the opportunity to appeal the decision

What do I need to do?

What do I need to do?

Read the Resolution Policy [pdf]for full details on the process that will be followed
  • The College understands that this may be a difficult time for you and you are encouraged to make use of the range of support available to you.

What are the possible outcomes?

What are the possible outcomes of the formal resolution procedure?

  • The complaint is upheld and an informal resolution is recommended
  • The complaint is upheld and a disciplinary hearing is convened
  • The complaint is not upheld with recommended actions
  • The complaint is not upheld and no further action is taken
  • The complaint is partially upheld and a combination of the actions above are recommended

Who will find out about it?

A formal complaint has been raised against me. Who will find out about it?

  • The individual who has raised a complaint against you
  • The respective representatives (if applicable) – e.g. Trade Union representative or work colleague
  • The respective line managers
  • Any witnesses contacted as part of the investigation

All those involved in the investigation will be instructed to keep the matter confidential.

What support is available to me?

What support is available to me?

  1. Human Resources

    Members of staff can seek support and advice from Human Resources; by contacting the Employee Relations Team or their Strategic Support team.

  2. Trade Union Representation and Support  

    The College recognises three Trades Unions; UCU, Unison and Unite.  For more information on the role and support provided by Trades Unions’ representatives is available from the Joint Trades Union’s website.

  3. Staff Supporters

    A Staff Supporter is an existing member of staff who is part of a trained network of volunteers which provide confidential and positive assistance to all Imperial staff when they need information, guidance and support. Staff Supporters have received bespoke training and are able to provide confidential assistance on a range of issues, from queries about career advice or flexible working, to concerns about the behaviour of a colleague. Further information is available.

  4. Counselling

    All College staff and members of their family living with them can get free professional and confidential help from Confidential Care, the College's Employee Assistance Provider, 24 hours a day 7 days a week. You can call 0800 085 4764 or log into www.well-online.co.uk using the User ID: Imperial and Password: College to access confidential advice and support

  5. Harassment Support Contacts

    The College has established Harassment Support Contacts to support individual members of staff who are concerned that they are the subject of harassment, bullying or victimisation at work.  The role of a Harassment Support Contact is to act as a sounding board, by giving individuals an opportunity to talk through their concerns with a trained member of staff who will respect their privacy, discuss options and implications, and generally provide confidential and informal support, A list of the Harassment Support Contactsis available.

  6. Occupational health

    The Occupational Health (OH) Service can provide specialist advice on your fitness for work and on health issues in the workplace.  This includes seeing you when referred by your line manager or Human Resources.  OH also provide advice on workplace adjustments to help ease you back into work following sickness absence, where appropriate.

  7. Equality and diversity

    Our dedicated Equality, Diversity and Inclusion Centre (EDIC) works to support staff and make Imperial a better place to work by promoting equality, diversity and inclusion. Find Out More.

    For more, please visit the advice and support webpages