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Conduct Matters

Working to make the world a kinder place by supporting insurance firms committed to treating customers fairly.


Sally Pearce

I am Sally Pearce, the founder of Conduct Matters. My career in insurance began in 1979. After 20 years as an underwriter, I moved to specialise in conduct risk, dispute resolution and customer experience.

I was part of the The Society of Lloyd's Standards Review team. I worked for the Financial Ombudsman Service and a number of companies, including Brit Insurance, where I headed the complaint function and qualified as a mediator. 

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Conduct Matters was set up in 2014 and since then has been providing the Lloyd's market with support and advice to help managing agents and syndicates comply with FCA and Lloyd's expectations for the fair treatment of customers.This has included creating/refining conduct risk, complaints and product design frameworks. 

I have helped many managing agents achieve a green status on their compliance with the Lloyd's Minimum Standards for MS9 (Customer).

I now focus on training and coaching insurance staff, including Board and Product Oversight Group briefings. I also create e-learning courses. 

I am currently not taking on any new clients but would invite you to come and find me on LinkedIn. 

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