ABSTRACT
Background ............................................................................................................74 What Complainants Want ................................................................................... 75 Experiences of Complaints Systems ................................................................... 76
Police-Dominated Complaints Systems ....................................................... 77 Mixed Complaints Systems ............................................................................ 80 Independent Complaints Systems ................................................................. 83 Informal Resolution and Mediation .............................................................. 86
Discussion ............................................................................................................. 88 Conclusion .............................................................................................................91 References ...............................................................................................................91
and mediation are discussed as mechanisms for improving the complainant experience, at least for less serious grievances.
