How to assess workplace complaints: The first 24 hours

A workplace complaint has just landed on your desk. An employee has raised concerns about a colleague's behaviour, an anonymous whistleblower has reported potential wrongdoing, or a manager has flagged something that doesn't feel quite right.

What happens next? For HR and compliance professionals, those first 24 hours can be critical. The decisions you make could determine whether a complaint is handled fairly and efficiently or escalates into a much bigger problem.

David Morgan, Managing Director of Whistleblower Technology Solutions at Veremark, was recently joined by Nick Iorfino, Director of Cosaint Resolutions, in a webinar that explored the challenges of assessing workplace complaints and the importance of getting those early decisions right. Here are their key takeaways.

Begin by assessing the complaint, rather than investigating it

When a complaint is received, the instinct may be to immediately investigate what happened. However, before you begin interviewing employees or gathering statements, you need to understand exactly what has been reported.

Your initial assessment should establish the basic facts:

• What is being alleged, and who is involved?
• When and where did the alleged incident occur?
• Is the issue ongoing?
• Are there witnesses or supporting evidence?
• Does the complaint suggest an immediate risk to anyone's safety or wellbeing?

At this stage, you're trying to understand the nature of the complaint and what response it requires. Reaching conclusions too early risks introducing bias into any subsequent investigation.

Recognise when immediate action is necessary

Not every workplace complaint carries the same level of risk.

A disagreement between colleagues, for example, is likely to require a different response from allegations of harassment, fraud, retaliation or significant breaches of workplace policy.

One of your first responsibilities is to establish whether there is an immediate threat that needs addressing.

This might include protecting an employee from further inappropriate behaviour, preventing potential retaliation against a whistleblower or taking appropriate steps to preserve evidence.

Where immediate protective measures are necessary, they should be proportionate and carefully considered. Importantly, taking action to manage risk should not be interpreted as a finding of guilt.

Decide on the appropriate course of action

A complaint doesn't automatically mean a formal workplace investigation is required.

Depending on the circumstances, an issue might be appropriately addressed through an informal resolution process, HR intervention, a formal grievance procedure or an independent investigation.

The challenge is knowing which response is appropriate.

Consider the seriousness of the allegations, the available information, any potential conflicts of interest and whether your organisation has the internal expertise to assess the matter impartially.

You should also establish who will take responsibility for managing the complaint and whether specialist legal, compliance or investigative support is needed.

Documenting why a particular approach was chosen is important. If your decisions are later questioned, you'll want to demonstrate that the complaint was assessed objectively and consistently.

Protect confidentiality and maintain trust

Employees need confidence that raising concerns won't expose them to unnecessary scrutiny or retaliation.

That makes your initial communication particularly important.

Acknowledge the complaint promptly, explain what will happen next and reassure the person reporting that their concerns will be assessed appropriately. Avoid making promises about outcomes or guaranteeing absolute confidentiality where this may not be possible.

Confidentiality should extend to everyone involved, including the individual against whom allegations have been made.

For anonymous whistleblowing reports, having a secure reporting channel with two-way messaging can be particularly valuable. It allows you to request additional information and provide updates without requiring the whistleblower to disclose their identity.

Ultimately, the way you respond to a complaint can influence whether employees feel comfortable speaking up again.

Avoid common mistakes that compromise investigations

Even experienced HR professionals can make mistakes when navigating sensitive workplace complaints.

Some of the most damaging decisions occur before a formal investigation has begun.

Common pitfalls include making assumptions about the credibility of a complaint, discussing allegations too widely, failing to preserve potentially relevant evidence or allowing personal relationships to influence how the matter is handled.

Delaying an initial assessment can also create problems, particularly where a complaint involves ongoing risks or evidence that could be lost.

Having a consistent assessment framework helps reduce these risks. It provides a structured way to identify what needs immediate attention, establish accountability and determine the appropriate next steps.

Building a better approach to workplace complaints

Effective complaint management begins long before an allegation reaches your desk.

Your organisation needs clear policies, appropriate reporting channels and people who understand their responsibilities when concerns are raised.

A trusted whistleblowing process can help employees report wrongdoing safely, while providing organisations with a more structured way to acknowledge, assess and manage complaints.

But technology is only one part of the equation. What matters equally is how your organisation responds once someone has found the confidence to speak up.

The first 24 hours provide an opportunity to establish the right foundations for a fair, consistent and proportionate response.

Watch the full webinar on demand

Want to explore how experienced workplace investigators approach those crucial first decisions?

Watch Veremark's on-demand webinar, The First 24 Hours: How to Assess Workplace Complaints Effectively, featuring David Morgan from Veremark and Nick Iorfino from Cosaint Resolutions.

Discover practical approaches to identifying high-risk complaints, avoiding common investigation mistakes and creating a consistent framework for assessing workplace concerns.

Watch the webinar on demand.