Can an employer deal with a grievance informally?
Yes. An employer can deal with a grievance informally if it is appropriate in the circumstances. Most complaints raised by employees should be dealt with by the employee's line manager, without recourse to the formal grievance procedure. If an employee raises a formal grievance, it could be appropriate for the employer to deal with it informally, for example where it is clear that the employee has a legitimate complaint that can be easily resolved to his or her satisfaction.
If the nature of the grievance is serious, or if an informal approach to resolving it is not successful, the employer should deal with the grievance under its formal grievance procedure.