Source: (2003) London: Police Foundation. Downloaded 1 April 2005.This report presents findings from the first phase of a research project examining the informal resolution (IR) of police complaints. It documents current administrative practices and procedures, largely from the perspective of those involved in the implementation of IR. It also assesses the views and perceptions of operational police officers. There is clear variation in the use of IR across force areas. Those responsible for implementing IR tend to regard it as a useful management tool and an effective mechanism for dealing with minor police complaints. However, police officers exposed to the procedure often feel powerless in the process and think that it provides little by way of fairness or justice. The Independent Police Complaints Commission (IPCC), which replaces the Police Complaints Authority (PCA) in April 2004, intends to strengthen and, where appropriate, expand the use of IR. The authors provide a number of suggestions and recommendations to help the IPCC achieve these aims. Authors' abstract.