The report examines officers’ and complainants’ views of the LR process and documents ideas implemented by Cleveland and West Mercia police, aimed at improving officer and complainant understanding and satisfaction with LR. In Cleveland we examined the use of officer information leaflets. In West Mercia our work examined the position of the Divisional Liaison Officer (DLO); a role providing officers with support and advice on resolving complaints locally; as well as the provision of information leaflets for officers and complainants. The research draws on interviews with 76 officers and 64 complainants. These data were complemented with observations and interviews with police managers.