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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 and director of Conduct Matters. My career in insurance first 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 Underwriting and Claims 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. My fee starts at 2,500+VAT to create and deliver (face to face) a training/briefing session up to 75 minutes long. 

I can also provide you with access to my e-learning courses. The cost starts at 600+VAT for 30 enrolments on any of the courses in the catalogue. 

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