How Can I Encourage Employees to Bring Their Grievances to HR Instead of Clients?

Hello Experts, I am working with an IT company as an independent HR professional. It is a small company with a team of 40 employees specializing in various IT technologies. We maintain a relaxed approach with our employees in order to retain them. We strive to manage them effectively and provide equal opportunities to all. However, there are a few emerging issues that neither I nor the management are aware of, as employees are discussing them with their respective clients instead of bringing them to HR. Handling and resolving such grievances falls within my responsibilities, and employees should approach me with these concerns. I seek assistance in identifying the root of this problem.

Request for Expert Advice

I kindly request expert advice on how to analyze these grievances and establish an approach that encourages employees to come to me for issue resolution.

Regards.

Thank you for your valuable response. I am making all efforts for these things and generally have one-on-one meetings with the employees to discuss any problems and suggestions. At that time, they just say no and everything is fine, but after that, the same problems persist. We want solutions to these issues. If they have any problems, they can discuss them with me. When we are being so lenient with them, why don't they understand the company? What problems exist in my leadership? If the issue also stems from the top management side, why are HR personnel always seen as the faulty party everywhere, being blamed for every problem?

Thanks & Regards,
Navjot Kaur