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Restoring Respect with Resolution: Implementing the Resolution Framework™
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Client feedback
“After seeing the damage caused by traditional procedures, we got wind that a lot of organisations were introducing alternative dispute resolution frameworks. We were cognisant that our grievance process was acting as a counterculture to the people-led values we upheld as a building society. The Resolution Framework was right for us to undergo this cultural journey.”
KIRSTY KNIGHT, SENIOR HR BUSINESS PARTNER AT NATIONWIDE BUILDING SOCIETY
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Introduction
Nationwide Building Society is a British financial institution and currently stands as the largest building society in the world. They’re not a bank: they’re mutually owned by their members and run solely to help the communities they serve. With this in mind, their institutional ethos is one of mutual respect – fostering collaboration in a compassionate way is at the forefront of everything Nationwide does. For the People and Culture team at Nationwide, the internal systems of the society should carry this impetus too: cue the implementation of the Resolution Framework™.Identifying Issues
Like many organisations, Nationwide Building Society had rigid processes for staff to follow when filing a complaint or grievance. Formal litigation was the favoured option, but it cost the organ isation £828,456 annually. Using TCM’s cost calculator, by transitioning to an informal mediation framework, it would cost the organisation just £80,000. The difference was staggering. Finances aside, traditional policies don’t take into account the human value: morale, wellbeing and productivity were hugely – and negatively – impacted by the trials and tribulations of costly courtrooms.![](http://thetcmgroup.com/wp-content/uploads/2022/05/screenshot-2022-05-04T210629.712.png)
Making Resolutions
After engaging with unions, stakeholders and staff, Stephen developed a bespoke strategy to fully transition to a Resolution Framework™. Stephen provides an insight into the flexible, tailored plan of action for Nationwide:![](http://thetcmgroup.com/wp-content/uploads/2022/05/screenshot-2022-05-04T210943.313.png)