ANALYSIS: It’s little surprise that the contentious nature of policing will in some cases give rise to complaints, but the way those complaints are handled and resolved has been an issue of concern for both the public and police officers in the UK; in this second of three articles reviewing the police complaints process, Professor Stephen Tong and Dr Rob Heaton explore the nature and psychology of disputes, how similar conflict is resolved in other sectors, and why the assessment of how a complaint should be handled is so crucial.