This aim can only effectively be achieved if complainants have some appreciation of the new procedures and if these match the complainant's priorities. On the basis of a survey of complainants carried out prior to the introduction of the PACE provisions, this article suggests that the average complainant can be expected to have only a limited understanding of the new system. It also argues that, while some complainants will obtain more satisfaction than before (principally through the informal resolution of complaint), others will continue to be discontented for several reasons. They may object to the continued role of the police in investigating complaints, fail to achieve their objectives in complaining, or be critical of the time the procedure takes. The article concludes that there are a number of steps which may be taken to reduce dissatisfaction: these include better publicity and advice about the procedure, making more use of complaints to identify patterns of malpractice with a view to prevention, and providing better feedback to complainants. (Author abstract)