Conduct Matters


I am an expert in management of conduct risk and dispute resolution, helping insurance firms develop and maintain a framework and culture which puts customers at the heart of the business. I help them understand how to satisfy the reasonable needs of their customers and the expectations of the regulator(s), including the Financial Conduct Authority and the Society of Lloyd's. I am an experience trainer and presenter.

Sally Pearce (ACII)


Who am I?

I was an underwriter for over 20 years before joining the team that set up the Financial Ombudsman Service (FOS) in 2000, providing technical guidance and direction as the service expanded its jurisdiction.

In 2006, I left FOS, to work for Brit Insurance where I developed and managed the complaints handling function, implementing Treating Customers Fairly (TFC) and a robust Root Cause Analysis process. While at Brit I qualified as a mediator. I joined SAV Credit in 2012 to develop its complaints management function.   

Between 2013 and 2014, I was part of the The Society of Lloyd's Underwriting and Claims Standards Review team reviewing and helping managing agents with action plans. I developed and managed the minimum standards self assessment return and helped with the onboarding of a number of new syndicates.

In 2014 I set up my company to assist clients in regulatory requirements relating to conduct risk and fair treatment of customers.  I also provide training and support services. In 2018 I set up my e-learning catalogue, allowing customers to buy training designed by me.

Conduct Matters Ltd is registered in England & Wales. Company Number 08823236. VAT No. 186970161


I have experience in the following

  • Setting up up and managing conduct frameworks, including creation of policies & procedures
  • Working with delegated authority teams to fully incorporate conduct risk due diligence and binder oversight
  • Design & delivery of customer centric training, including board presentations and e-learning
  • Setting up and participating in product oversight groups - providing customer challenge
  • Producing market reports for meeting/board packs
  • Developing conduct and customer service management information
  • Setting up new Lloyd's syndicates
  • Managing root cause analysis activity
  • Providing expert support, challenge and sign-off for high conduct risk activity
  • Undertaking coverholder audits
  • Undertaking GDPR information audit and creating framework and training/guidance 


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