We will always discuss with them what their options are. For an informal complaint, generally we mediate with the employee. It's not a formal process.
A formal complaint kicks in when a written complaint is filed with human resources. Then we do a triage with senior management in the human resources department as to who will conduct the investigation. Human resources will not conduct investigations for our own client groups. For example, I support corporate clients. I would not conduct an investigation with my clients, because I'm familiar with a lot of the managers and the employees. We try to ensure that we have an objective party who can conduct the investigation. At times if required we will bring in third party investigators. Sometimes it's because of the complexity or the location.