Procedural Justice and Citizen Review of Complaints Against the Police: Structure, Outcomes, and Complainants’ Subjective Experiences

People who file complaints against the police tend to experience objectively unfavorable outcomes, for most complaints are not sustained. But features of citizen oversight might be expected to enhance the procedural justice of the complaint review process and, hence, provide positive subjective experience despite the outcomes. Using data collected through interviews with complainants about their experience with complaint review in a city that provides for citizen oversight, we examine the factors associated with complainants’ subjective experiences. We find that complainants’ subjective experiences are shaped mainly by outcomes, while features of the process that might be expected to enhance its procedural fairness have little or no effect on complainants’ judgments