JENCAP
Financial Dispute Intelligence Platform
Jencap Partners operate within the financial services sector, providing critical support to businesses dealing with financial Ombudsman complaints and customer disputes. They serve a diverse clientele, ranging from small firms to multinational insurers, helping them assess complex regulatory issues and reach timely decisions during the Ombudsman’s eight-week response window.
In the UK’s regulated financial sector, customer complaints may escalate to the Financial Ombudsman Service. When this occurs, the business involved must respond within eight weeks—compiling evidence, assessing regulatory compliance, and determining whether to contest the claim or reach a settlement. For many businesses, especially those lacking in-house legal or compliance expertise, this presents a significant challenge. Even in cases where no wrongdoing has occurred, it is often more cost-effective to accept a small payout than to contest the decision through legal means.
Jencap’s value lies in guiding businesses through this process, offering expert advice, and recommending the most financially viable course of action. However, the increasing complexity and volume of such cases highlighted the need for a more structured and scalable solution.
The Concept
Jencap approached CEMET with the idea of introducing a risk-ranking metric to triage incoming cases. The proposed system would help their clients identify which cases represented the highest financial or regulatory risk, enabling faster and more strategic decision-making. The metric would serve as a prioritisation tool—empowering businesses to allocate resources more efficiently and focus on the most impactful claims.
CEMET’s Solution
During initial scoping workshops, CEMET identified that Jencap’s core idea held strong commercial potential, but required further definition in terms of implementation. A white-paper project was commissioned to explore the technical and practical feasibility of the system.
Through detailed domain knowledge extraction, competitor analysis, and user interface exploration, CEMET helped transform Jencap’s initial idea into a broader, more powerful solution. Rather than a simple risk score, CEMET proposed a full case management and digital onboarding platform. This tool would not only assist clients in submitting and tracking complaints but would also calculate case win-loss likelihood and estimated financial exposure.
The platform would empower users to centralise and manage complaint documentation efficiently, while offering a clear, real-time view of their exposure across all open cases. With this visibility, businesses could make informed decisions about whether to settle or contest claims, based on both regulatory considerations and financial risk.
Executive-Level Insights
An important insight emerged during development: CFOs and senior executives were increasingly interested in dispute outcomes, particularly as the Financial Ombudsman Service explored a ‘polluter-pays’ approach. Under such a model, firms that contribute disproportionately to complaint volumes could face higher system maintenance costs. To address this, CEMET proposed an executive dashboard, offering high-level metrics such as historic payout trends, forecasted liabilities, and benchmark comparisons—allowing C-suite stakeholders to monitor business risk proactively.
Impact
CEMET’s white paper provided Jencap with a clear roadmap to transform their consultancy-based business into a digital platform. The proposed solution offered both internal efficiencies and a compelling new product for their clients. It would reduce manual workload, improve service delivery, and open up access to a broader client base by offering scalable digital services.
Next Steps
With the white paper completed, Jencap now has a well-scoped, technically informed plan for platform development. The next phase involves moving from concept to prototype, with CEMET’s design recommendations forming the basis for an MVP. Jencap are also exploring funding opportunities and technical partnerships to begin development and pilot the platform with existing clients.
CEMET is proud to continue to support JENCAP Partners through the development or this new service. To find out more about their latest work visit their website
This project is jointly funded by the UK Government’s Shared Prosperity Fund and Cardiff Capital Region (CCR) the Academic-Industry Partnerships programme, part of the Cluster Development and Growth Programme, supported by Cardiff Council.
