Reports on a survey of 222 mental health service users in two health service trusts, which provides evidence to support and elaborate Wood's analysis of barriers to effective complaints procedures. Identifies key confounding factors such as: lack of awareness of the existence of procedures, the fears of service users about making a complaint, and the lack of awareness of rights and expectations of services. Notes key implications for managers including: the provision of accurate, comprehensive information to service users about complaints procedures, the need to recognize the many factors which inhibit service users from using procedures and the need to inform service users about their rights and services.