How We Score Insurance: The KT Complaints Score Methodology

KT complaints score methodology for insurance. Data vintage: 2025 H2 (1 July to 31 December 2025). Last reviewed 24 August 2026.

The Kael Tripton complaints score is a single number out of 100 for a UK insurance provider. It is built from one source only: the complaints data that firms report to the Financial Conduct Authority and that the FCA publishes. It contains no opinion, no invented rating, no commission, and no pay-to-rank arrangement. The phrase that sits behind it is plain: scored by data, not commission. This page sets out exactly how the number is produced, so any reader can reproduce it from the same public file.

The one dataset

The score uses the FCA firm-level complaints data and nothing else. This is an official regulator publication.

• Source: Financial Conduct Authority, firm-level complaints data. Firms that receive 500 or more complaints in a six-month period must report and publish this data. The FCA publishes it every six months.
• Current vintage used: 2025 H2 (1 July to 31 December 2025), published 15 May 2026.
• Field used: the percentage of complaints upheld by the firm for the Insurance and pure protection product group.

The data is available under the terms of the Open Government Licence. The figures are the firm's own submission to the FCA. As the FCA states, any outcomes produced using your own calculations on this data remain your responsibility, which is why this page shows the calculation in full.

The formula

The score is a direct transform of the firm's own upheld rate:

KT complaints score = round( 100 - upheld percent )

The upheld percent is the share of insurance complaints that the firm itself upheld in favour of the customer. A lower upheld rate means fewer complaints were found in the customer's favour, which the score treats as better complaints handling. The number is not ranked against other firms and does not depend on the peer set: it is calculated only from that firm's own figure.

A worked example

Take a firm that reported an upheld rate of 20.2 percent for insurance complaints in the period. The KT complaints score is round(100 - 20.2) = 80. A firm that upheld 70.2 percent of its insurance complaints scores round(100 - 70.2) = 30. Each provider page shows the firm's exact upheld rate, the number of complaints opened, and the resulting score, so the arithmetic can be checked against the FCA file.

Why upheld complaints

The upheld rate is a published, like-for-like figure that every reporting firm submits on the same basis. It measures how often a firm, on reflection, agreed that a customer's complaint was justified. It is one clear, official signal of complaints handling. It is not a measure of price, cover quality, or claims acceptance, and the score does not claim to be.

What the KT complaints score does not do

The complaints score is not a recommendation and not advice. It does not price a policy, does not assess cover quality or claims outcomes, and does not know your circumstances. It reflects one published dataset: the firm's own upheld complaints rate. It carries no commission and no provider can pay to change its number. Where a provider appears on a comparison site is not part of the score. Some providers are not scored at all, because firms with fewer than 500 complaints in the period are not broken out in the FCA firm-level data.

Entities and trading names

Insurance is often sold under a brand that differs from the regulated legal entity. Each score is matched to the specific FCA-authorised entity that reports the complaints, identified by its Firm Reference Number, and that entity is named on the provider page. Where a brand's cover may be arranged through a separate underwriter, this is noted on the page.

Keeping it current

The FCA publishes firm-level complaints data every six months, around April and October. The score is refreshed when a new dataset is published, and each provider page states the data vintage used.