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Conduct Matters

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About Me

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

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The Portal

Learn more about the portal, how it can be accessed, used and how you can track the progress of your learners.

The Courses

See the courses I have designed and try a free taster. Courses cover a variety of insurance conduct topics.

Conduct Comment

News views and articles from Conduct Matters Ltd.

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  • Why my clock stopped

    Why my clock stopped

    16th February 2021

    Last week my clock stopped. I had bought it a few years ago and it was ideal for my yoga studio (yes I teach yoga as well as run Conduct Matters) so I was very frustrated.  I was annoyed and told my husband I would have to look for a new one. Then he pointed out that maybe it just needed a new battery. He was right my clock just needed a little boost, some new energy and now it's back to full health.  I had made the assumption that because it wasn't working the problem was terminal. I am seeing this all around at the moment. The impact of Covid-19 is really bringing us down. People are losing their jobs and those still in work are finding it hard going, often working longer hours and/or juggling round home schooling. It feels so draining that we can feel as if we are sinking deeper and deeper into a hole. But I have realised that just like my clock we can all find something to give us a boost. Whether it's a zoom call with the family, an online yoga class or a walk in...

  • When is a complaint a complaint?

    When is a complaint a complaint?

    22nd December 2020

    Do you struggle to identify a complaint? The FCA rules are fairly clear and essentially takes the same approach as many other industries with the essential element being an “expression of dissatisfaction”. I remember training a motor claims team in complaint recognition where (at the start...

  • It's December so time to panic buy

    It's December so time to panic buy

    14th December 2020

    It’s that time of year again isn’t it? We start to think about what we are supposed to have ready for Christmas and then run out to get everything. The temptation is to buy what we see and then end up with loads of stuff we don’t need and probably don’t even like! As a family, we opt for a...

  • The four most important things to do when dealing with complaints

    The four most important things to do when dealing with complaints

    30th November 2020

    Complaints handling rules look complex. There are rules on eligibility, timeliness, escalation, and the structure of your response. But really there are only four essentials every complaint handler needs to do (plus of course all the regulatory requirements regarding timeliness and...

  • The janitor who helped put a man on the moon

    The janitor who helped put a man on the moon

    16th November 2020

    Do you know what the purpose of your job is? I mean really know? Not just that you are there to answer the phones or produce management information. It’s a tricky question for many. We each usually have a job description and go through an annual review process where performance is measured...

  • Writing policies and settling claims – some lessons for all of us from the recent BI court case

    Writing policies and settling claims – some lessons for all of us from the recent BI court case

    30th October 2020

    Earlier this year, the FCA and some insurers went to court for a decision on whether the business interruption cover provided by these insurers protected their customers from Covid-19  losses. Much has been written about the decision (subject to appeal at the time of writing) but I...

  • Co-working - the new normal

    Co-working - the new normal

    21st October 2020

    One element of running my own business that I love is the flexibility of where I choose to work. I have a home office, sometimes I work in my kitchen or (in the summer) in the garden. Before the Covid-19 pandemic, I would often join other local business owners to work together in a local café. ...

  • The importance of understanding your customer experience

    The importance of understanding your customer experience

    6th October 2020

    When you design products do you think about it from the perspective of your customers?  It's not just a regulatory requirement but it's also a commercial necessity. If you understand your customers then it's easier to find them, connect to them and provide them with a service that delights...

  • Getting the most from the 15 hours required learning

    Getting the most from the 15 hours required learning

    14th September 2020

    How are you doing with the new(ish) Insurance Distribution Directive requirements documented by the Financial Conduct Authority (FCA), to complete at least 15 hours of training each year? Have you been struggling to find courses that interest you. Is it becoming a tick box exercise?  It...

  • What goes into creating courses?

    What goes into creating courses?

    10th September 2020

    It can take about 200 hours to develop an insurance e-learning course, sometimes up to 700 hours for the more technical and in-depth courses. This is part of the reason why I decided to help small businesses with their conduct and customer service training.  Small and medium-sized firms...

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