To reiterate what L-1 points out, external complaints are very often an expression of frustration. No one listened to them, they didn't get the service they wanted, they didn't like the outcome, or maybe they just don't like the police. I'd have to agree that some 85% of external complaints were unsubstantiated or unfounded, and some 85% of internally generated complaints (by peers) were sustained. I have stories similar to the ones mentioned by L-1 and entirely agree that the release of these records can paint a damning picture that is entirely false.