Informal vs formal resolution: know the difference

When you raise a problem at work, your employer might suggest dealing with it "informally." While this can be a quick way to resolve minor issues, it is often a strategic move to avoid a formal, documented process.

Informal vs formal: the key differences

Understanding the difference between informal and formal resolution is crucial to protecting your rights. This table shows the fundamental differences between the two paths.

Feature	Informal Resolution	Formal Resolution
Process	An "off-the-record" chat, mediation, or verbal agreement.	A structured investigation following the official Grievance Policy.
Documentation	Often has no official minutes or written record.	Creates a formal paper trail (letters, meeting notes, outcome).
Outcome	Usually a verbal assurance or a non-binding agreement.	A formal, written outcome that confirms the decision.
Right to appeal	No. There is no legal right to appeal an informal outcome.	Yes. You have the right to appeal an unsatisfactory formal outcome.
Legal standing	Weak. It's difficult to rely on in a future legal claim.	Strong. Forms a key part of the evidence for a tribunal claim.

The traps of informal resolution

An employer may encourage an informal route to manage their own risk, not to help you. Be aware of these common pitfalls.

Trap 1

Presenting it as the only option

Your employer might suggest that an informal chat is the only way to deal with the issue, or that "we don't need to make it formal at this stage."

The reality: you always have the right to raise a formal grievance. An informal process is voluntary. If the issue is serious, a formal grievance is almost always the correct first step to protect your position.

Trap 2

Disguising it as a formal process

This is a more serious issue. An employer might hold a meeting, take some notes, and give you a verbal outcome, leading you to believe you've been through a formal process.

The reality: a process is only formal if it follows the steps laid out in your organisation's official Grievance Policy. If it does not include a formal investigation, a written outcome, and the right to appeal, it is not a formal resolution.

Trap 3

Using it to run down the clock

Engaging in a lengthy, undocumented informal process can be a tactic to delay you from taking formal action. This is dangerous because strict time limits (usually three months minus one day) apply if you later need to make a claim to an Employment Tribunal.

The reality: you can, and often should, submit a formal grievance in writing even while informal discussions are happening. This protects your legal timelines.

Strategic advice

Before you agree to any informal process, protect yourself by asking these questions in an email:

"To ensure my understanding is correct, under which specific company policy will this informal meeting operate?"
"Please can you confirm that this process will be formally documented and that I will receive a written summary of the outcome?"
"Can you also confirm that if I am unsatisfied with the informal outcome, I retain my full right to raise a formal grievance?"

The answers to these questions will reveal how genuine the offer of an informal resolution really is.

Take action

The Grievance Survival Toolkit — the full process, end to end
Our Formal Grievance Letter Template — put it in writing today

Remember

An informal chat does not pause the three-month tribunal time limit
If it isn't in writing, it didn't happen — confirm every verbal discussion by email