Standards › Standard 2E › Standard operating procedures (SOPs)
Standard operating procedure (SOP) · WRK-SOP-005 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 2E.4
At a glance
- Log every workplace concern on WRK-FRM-002 on the day it is raised.
- Acknowledge the concern in writing within 5 working days.
- Investigate by someone not involved in the issue.
- Tell the staff member the outcome in writing, with reasons.
- Stop and get help straight away if: a workplace concern has been raised and not logged or acknowledged within 5 working days.
1. Purpose
To make sure workplace concerns raised by staff are heard, investigated fairly and resolved in a stated time [EC].
2. Scope
| Applies to | All workforce members raising a concern about their work, pay, conditions, colleagues or managers |
| Locations | All services |
| When | From the day a concern is raised until the outcome is recorded |
| Does not apply to | Safety concerns and misconduct, which follow WRK-SOP-010 |
3. Definitions
| Term | Meaning |
|---|---|
| Workplace concern | A complaint or issue about working conditions, treatment at work or working relationships |
| Investigating officer | A manager or HR officer who was not involved in the issue |
4. Background
Unresolved workplace issues damage trust and staff retention. A written, timed route is fairer for both sides.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Human resources lead | Logs the concern, appoints the investigating officer and checks timelines | HR |
| Investigating officer | Gathers evidence, meets both sides and writes the findings | Trained in investigation |
| Chief executive | Decides appeals | Executive |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| Staff concern and investigation record (WRK-FRM-002) | Current | Available in HR and on the intranet |
7. Safety
- Staff who raise a concern are protected from any detriment for raising it (see WRK-SOP-010).
8. Before you start
- Confirm the investigating officer has no connection to the person or the issue.
9. Procedure
Step 1. Log the concern.
- Record the date, the concern and the person raising it on WRK-FRM-002.
- Give the reference number to the staff member.
Key point: Logged the same day, every time.
Step 2. Acknowledge.
- Send a written acknowledgement within 5 working days.
- Say who will investigate and the expected timescale.
Key point: Acknowledgement is a legal and trust point.
Step 3. Investigate.
- Meet the staff member and the people involved.
- Record the evidence and the findings.
Key point: Investigate within 25 working days.
Step 4. Decide and tell.
- Write the outcome and reasons.
- Tell the staff member in writing and explain the appeal route.
Key point: A decision without reasons is not complete.
10. Decision points
- If the investigation finds a safety issue, it is moved to WRK-SOP-010 and escalated.
11. Special situations
| Situation | Action |
|---|---|
| Concern about the investigating officer | The chief executive appoints another officer. |
| Staff member is absent | The timescale is paused and the staff member is told in writing. |
12. Escalation
- Any concern not resolved within 25 working days is reported to the chief executive.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Concerns logged on the day raised | 100% | Monthly | Human resources lead | Escalate to chief executive |
| Outcomes within 25 working days | At least 70% | Quarterly | Human resources lead | Escalate to chief executive |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| WRK-FRM-002 Staff concern and investigation record | HR confidential file | Employment plus 6 years |
15. Training
- Investigating officers are trained in fair investigation and in recording findings.
16. Related documents
| ID | Title | Use |
|---|---|---|
| WRK-FRM-002 | Staff concern and investigation record | Record used in every step |
| WRK-SOP-010 | Concern handling and protection from retaliation | Safety and misconduct concerns |
17. Evidence
| Reference | Note |
|---|---|
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. Timescales set by the ASF Expert Committee by the Committee. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
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References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)