Specialist consulting for financial services, insurance, and other regulated sectors. We bring aviation-grade systematic thinking to complaint management, MI development, and process excellence.
Organisations that need robust processes, detailed MI, and systematic problem-solving
Banks, wealth managers, investment firms, financial advisers
General insurance, life & pensions, insurance intermediaries
Any organisation requiring robust compliance and audit trails
Any business needing process excellence and systematic improvement
Three specialist areas where we deliver exceptional results for corporate clients
End-to-end complaint frameworks built by someone who's lived it—former complaints manager for a major financial services firm.
Transform raw data into actionable insights. MI that actually helps you make decisions, not just fills board packs.
Aviation-grade systematic thinking applied to business processes. Identify inefficiencies, eliminate errors, improve quality.
Stop complaints, don't just track them
Having managed complaints for a major financial services firm, I know the difference between compliance-driven complaint handling and actually fixing the root causes. We build systems that do both.
End-to-end complaint handling procedures, from initial contact through to resolution and learning.
Swiss Cheese Model methodology to identify systematic failures, not just individual errors.
Purpose-built complaint software with integrated RCA, action tracking, and effectiveness measurement.
TCF monitoring, FCA DISP / IOM FOS returns, FSOS reporting—all built into the process.
Average client result: 65% reduction in repeat complaints within 12 months through systematic root cause analysis and corrective action.
MI that drives decisions, not just ticks boxes
Too much MI is produced for compliance, not insight. We build MI frameworks that help you understand what's actually happening in your business and make better decisions.
Designed around your business needs, not generic templates. Clear, visual, actionable.
Real-time visibility of key metrics. Spot trends early, act fast.
Complex data made simple. Charts, graphs, and visuals that tell the story.
Stop manually compiling reports. Automated data extraction and formatting.
Typical time saving: Senior management MI preparation reduced from 3 days to automated generation. Board packs that directors actually read and use.
Aviation-grade systematic thinking for business
12 years in aviation teaches you that errors aren't random—they're systemic. We apply the same rigorous analysis used in aviation safety to identify and eliminate business process failures. We understand that 'human error' is not a true cause but just one part of a larger system of contributing factors.
Identify bottlenecks, redundancies, and inefficiencies across departments.
Swiss Cheese Model to find why errors happen and how to prevent them.
Redesign processes for speed, accuracy, and quality.
Implement systematic quality assurance and continuous improvement.
Multiple defensive layers should prevent errors reaching customers. When they all fail simultaneously, problems occur.
❌ Human error made
❌ Review not completed
❌ Inadequate processes
❌ Training or systems inadequate
Result: We identify which layers failed and implement fixes at multiple levels—not just blame the individual.
How we transformed a financial services firm's management reporting
What makes MJBTS different from typical consultants
12 years in aviation brings systematic processes, risk awareness, and human factors understanding. We don't just identify problems—we build systems that prevent them.
Former complaints manager and MI developer for a major financial services firm. We've lived the challenges you face.
We don't just write reports and leave. We implement working systems, build tools, train your team, and ensure it actually works.
Every recommendation backed by analysis. Clear metrics to measure success. Transparent reporting on what's working and what's not.
Deep understanding of IOM regulatory environment, FSA requirements, and local business culture.
Clear scope, fixed price, defined deliverables. No scope creep, no day-rate uncertainty.
Fixed price projects with clear scope and deliverables
Typical: 2-3 months
Get QuoteTypical: 4-6 weeks
Get QuoteDepends on scope
Get QuoteMost clients benefit from multiple services—for example, complaint management + MI development, or process improvement + training.
Discuss Your RequirementsNo—whilst our deepest experience is in financial services, we work with any organisation that needs robust processes, detailed MI, or systematic problem-solving. We've worked with insurance, property management, and other regulated sectors.
Typically within 2-3 weeks of agreement. Some projects can start sooner if urgent. We'll give you a clear timeline in the proposal.
Flexible—we can work on-site (IOM only), remotely, or a hybrid approach. Most projects benefit from some on-site time for stakeholder interviews and training, with delivery work done remotely.
We can provide ongoing support on a retained basis (typically £150-300/month depending on service level) or ad-hoc consultancy as needed. Initial project includes support during implementation.
All client work is covered by comprehensive confidentiality agreements. We have experience handling sensitive financial and regulatory information. References available upon request (with client permission).
Yes—we have extensive experience with FCA DISP requirements, TCF frameworks, and FSA (Isle of Man) compliance. However, we're not a law firm, so for specific legal interpretation, we'd recommend involving your compliance team or legal advisers.