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Conduct Matters

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40 years in insurance and 20 years specialising in conduct and customer service. Find out more about me. 

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NEWS: Compliance consultant and conduct e-learning provider Conduct Matters expands its team

13th July 2020

NEWS: Compliance consultant and conduct e-learning provider Conduct Matters expands its team

Insurance Conduct e-learning and business support company, Conduct Matters, today announced it is expanding its team and will be joined by Christine Lewis. Christine has 21 years insurance dispute resolution expertise at the Insurance Ombudsman Bureau and at the Financial Ombudsman Service. She is an expert in handling and resolving general insurance complaints.

This appointment is a response to increasing demand for complaints handling support from insurance firms dealing with more customers needing service and making insurance claims. Whilst these firms have taken steps to provide these services, they are also seeing an increase in complaints and need to be able to respond to this. This has been a particular problem for smaller firms that dont normally deal with many complaints and where Conduct Matters can provide the expertise needed.

Conduct Matters provides conduct compliance support and turns FCA regulations for insurance companies into interesting and useful online training for clients. With more than 40 years of experience, Sally Pearce is the driver of the business and specialises in fair customer treatment and conduct risk, in the insurance industry. In addition to the support services, Conduct Matters provides an e-learning course catalogue that it continues to develop to keep up with demand from the industry for more learning materials to keep their teams informed and knowledgeable.

Sally Pearce, founder of Conduct Matters, said I am delighted to be working with Christine again. She and I worked together at the Financial Ombudsman and I know her skills and knowledge will help our clients deal with the increased complaints workload over coming months, so that their customers get a fair and reasonable outcome.

Conduct Matters provides support and e-learning to help UK regulated insurance firms understand and satisfy the needs of their customers. The Conduct Matters e-learning catalogue includes courses about the various elements of treating customers fairly, including information about regulators' expectations. The company has designed and delivered training for a number of clients, helping to change behaviours and improve culture. Clients get access to courses via an easy to use online portal, allowing them to add and manage their own learners. Conduct Matters was founded in 2014 by Sally Pearce ACII who is a qualified mediator and industry expert.

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