How the Trust Index works.
Every score is the result of evidence, response, and verification — not opinion. Here is exactly how the model, the workflow, and the safeguards operate.
The scoring model
The Trust Index is a weighted accountability score. Weightings are illustrative and may be updated as the methodology matures.
From submission to score
Every complaint moves through the same six stages. No score changes until human verification with right of reply has been completed.
1. Submission
Anyone can submit a complaint with supporting evidence — free, in good faith.
2. Triage & Review
Submissions are checked for completeness, duplicates, and authenticity. Spam and abuse are rejected.
3. Company Notified
The operator receives the complaint and is given a right of reply with supporting records.
4. Verification
Human reviewers assess evidence from both sides. AI assists with categorisation and fraud signals only.
5. Score Impact
Only verified outcomes adjust the Trust Index. Resolutions can restore deductions over time.
6. Appeals
Operators may challenge a score, classification, or benchmark with evidence. Final determination rests with the platform.
Right of Reply
Every listed operator is notified before any score impact. Operators may submit explanations, resolution records, contractor reports, communication logs, and compliance evidence — free of charge. A subscription is never required to respond.
- No score change without notice
- Free response rights
- Resolutions restore deductions
- Verified resolution = score recovery
Appeals
Operators may challenge any score, classification, or benchmark result. Appeals are evidence-based and reviewed independently of the original triage.
- Score adjustment
- Reclassification
- Exclusion from scoring
- Further investigation
AI-assisted, human-decided
Artificial intelligence is used to categorise complaints, detect duplicates, surface fraud signals, and assess trends across the portfolio. AI never makes the final scoring decision. Every score impact is signed off by a human reviewer following the right-of-reply process.