The Police Complaints Authority (PCA) in England is an independent organization established by Parliament. Receiving and deciding on thousands of recorded complaints against the police each year, it has powers to supervise the most serious and high profile of such complaints. The PCA has been collaborating with the Thames Valley Police since 1998 to introduce the principles of restorative justice into the complaints process. On this basis, and following a period of consultation and planning, a pilot project was launched in the Thames Valley in the spring of 2000. Jo Dobry, a member of the PCA, discusses the reasons for a restorative approach in the complaints process and the prospects for profound change in the complaint system.