Conduct Matters


Insurance, like many other industries, has seen many changes in recent years in the way companies should treat customers. We live in changing world where consumers are less inclined to accept a poor service and both regulators and ombudsmen are expecting companies to put customer service at the heart of their business.

Whether you work for an insurance company, a Lloyd's managing agent (or syndicate), a coverholder or a broker you will be feeling the impact of needing to ensure your culture, products and services are suitable for your customers and that you comply with the regulatorsí expectations.

The training expectations set out in the Insurance Distribution Directive (reflected in SYSC28 of the Financial Conduct Authority rulebook) require 15 hours of training annually, for all staff who are involved in, supervising or responsible for insurance distribution activities.

Conduct Matters provides a catalogue of useful and interested courses all written by me (Sally Pearce) - they include an assessment and a certificate of completion. I have real life experience of dealing with customers and helping firms ensure they are compliant with regulatory requirements for the fair treatment of customers. I understand the needs of your learners and the expectations of your regulators.

Individual purchase

If you want to buy a course (or a number of courses) for yourself then simply go to the e-learning portal where you can login or register to login. You will then be able to view the catalogue of Conduct Matters courses available for sale and purchase the course(s) you wish to be enroled on. 

You can view the catalogue of courses without logging on here

Bulk purchase

If you want to buy a number of course enrolments for other people as a one off purchase only, then you should contact Conduct Matters with details via the bulk order page. You will not be able to view your learners' progress or get reports. 

If you want to manage your learners and purchase more courses over time, please see the option to manage your own e-learning space.

Manage your own e-learning space

Conduct Matters Ltd can provide a client with the ability to manage their own e-learning space on the Conduct Matters e-learning portal. 

This gives you access to agreed Conduct Matters Ltd courses (you can place a link on your intranet) and the ability to manage your own group of learners, enrolments and results. This is a cost effective way to manage your companyís e-learning, including the option for your logo to be on the courses seen by your learners and for your own e-learning courses to be uploaded to the portal. 

Go to the client e-learning portal page for more information and details of cost.


See all the Conduct Matters Ltd e-learning courses available to purchase. 

Portal login
Portal login

E-learning portal. You only need a name and email address to register and view the training available to purchase. 

T&C General
T&C General

Conduct Matters Ltd general e-learning terms and conditions.

T&C Client portal
T&C Client portal

Conduct Matters Ltd client portal e-learning terms and conditions.

The e-learning portal is hosted by Nimble ELearning Ltd, a UK based company. It is ISO 27001 certified, and audited bi-annually by the British Standards Institution.

The portal is hosted on Amazonís world class cloud server infrastructure, Amazon Web Services (AWS). The AWS infrastructure has been designed to be one of the most flexible and secure cloud computing environments available today. It is designed to provide an extremely scalable, highly reliable platform that enables customers to deploy applications and data quickly and securely. AWS adheres to numerous security standards including ISO27001.

The aim is to make the portal available to learners all the time - the up time runs at 99.98%.

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