Extract . . .
Where a grievance is serious or an employee has attempted to raise a problem informally without success, the employee should raise it formally with management in writing.
Where employees have difficulty expressing themselves because of language or other difficulties they may like to seek help from trade union or other employee representatives or from colleagues.
When stating their grievance, employees should stick to the facts and avoid language that may be considered insulting or abusive.
Where the grievance is against the line manager the employee may approach another manager or raise the issue with their HR department if there is one. It is helpful if the grievance procedure sets out who the individual should approach in these circumstances.
In small firms run by an owner/manager there will be no alternative manager to raise a grievance with. It is in the interests of such employers to make it clear that they will treat all grievances fairly and objectively even if the grievance is about something they have said or done.
Read more here:
http://www.mylawyer.co.uk/ml/index.cfm?event=base:article&node=A76018BD76778