8. Performance reporting and self-assessment

8.1  Organisations should produce an annual complaints performance and service improvement report for scrutiny and challenge, which should include:

• an annual self-assessment against this Code to ensure its complaint handling policy remains in line with its requirements.
• a qualitative and quantitative analysis of the organisation’s complaint handling performance. This should also include a summary of the types of complaints the organisation has refused to accept;
• any findings of non-compliance with this Code;
• the service improvements made as a result of the learning from complaints;
• the annual letter  about the organisation’s performance from the Ombudsman; and
• any other relevant reports or publications produced by the Ombudsman in relation to the work of the organisation.

8.2  The annual complaints performance and service improvement report should be reported through the organisation’s governance arrangements and published on the section of its website relating to complaints. The response to the report from the relevant governance arrangement should be published alongside this.

8.3  Organisations should also carry out a self-assessment following a significant restructure, merger and/or change in procedures.