The extent to which procedures for handling public complaints against the police could be viewed as successful were analyzed in the context of complainant experience with those procedures. The study methodology created two groups of interviewees: (1) new complainants who had little experience with complaint procedures; and (2) complainants whose cases had been resolved. Complainant interview results indicated that the system for handling complaints against the police was less than successful. Police investigators managed to eliminate many complaints by discouraging complainants, discrediting witnesses, and encouraging or coercing complaint withdrawals. Despite the emphasis on civilian oversight embodied within the Office of the Police Complaints Commissioner, the Commissioner's role was limited. Complainants did not receive accurate information on the way in which their complaints were handled. Most complainants only wanted their complaints and concerns acknowledged and addressed in a direct, personal way rather than by the impersonal, formalized way in which the complaint system responded. The need to balance an activist civilian review mechanism with internal police investigations is emphasized to assure accountability and public confidence in the police. Appendixes contain the study questionnaires and supporting data. 76 references and 23 tables