How to... investigate sensitive complaints

The controversy earlier in the year over allegations of bullying at Number 10, and the suggestion that the cabinet secretary Sir Gus O'Donnell may have looked into them, is a timely reminder of the challenges HR professionals regularly face when sensitive issues come their way.

If employees have the courage to raise concerns, but are anxious about the effect their complaint may have on their position, they are more likely to do so informally rather than by making a formal grievance, especially in the current climate of redundancies and reorganisation. An informal resolution of a problem may be preferable for all concerned, but can cause problems. Take, for example, a sensitive issue such as an allegation of sexual harassment.