This review of the operation of the new informal resolution procedure addresses several issues: patterns and variations in informal resolution use; negotiating consent to the attempted informal resolution; the types of complaint that are informally resolved, namely, incivility, irregular procedure, neglect of duty, harassment or oppressive conduct, assault, and unlawful arrest or detention; and reactions of complainants and police officers to the informal resolution procedure. Informal resolution engendered a higher degree of satisfaction among complainants than did either withdrawal or formal investigation of complaints. Interviews with officers complained against suggest that the experience is at least unwelcome and that the introduction of informal resolution is unlikely to reduce directly the perceived deterrent effect of the police complaints system. 7 notes, 3 tables, and 9 references