This article summarizes the findings of a recent research project investigating complaints handling in local government. It discusses the results of a survey of half the local authorities in England, to discover their complaints handling practices. The article also summarizes the results of a more limited survey of local authority consumers; this aimed to discover their attitude to and experience of complaining, and the level of awareness of their local authority's procedure. Finally there is a discussion about the desirability of formalized complaints procedures and the form they might take.