Customer and Sustainability Committee


Assisting the Board in its oversight of customer and sustainability issues.

The main purpose of the Committee is to assist the Board in overseeing Aviva’s ambition to be a leading customer centric company; and  Aviva’s Sustainability Ambition, within the overarching context of One Aviva. 

The committee comprises independent Non-Executive Directors.


Shonaid Jemmett-Page (appointed 14 February 2022) (Chair)1
Jim McConville (appointed 01 December 2020)
Michael Mire (appointed 12 September 2013)
Pippa Lambert (appointed 1 January 2021)
Mike Craston (appointed 17 May 2022)

1 Chair from 17 May 2022

The following officers normally attend, by invitation, all meetings of the committee:

  • Group Chair
  • Group CEO

Other members of senior management attended meetings by invitation, where appropriate, or to present reports.

Role and responsibilities

The key responsibilities of the committee are to:

  • review and provide oversight of the Group’s conduct frameworks, conduct governance and reporting of conducts risks;
  • review and provide oversight of material operational risks related to customer and conduct, including regulatory conduct risk, reputational risk and customer data risk arising from the Operational Risk & Control Management Framework (ORCM) and within the overall operational risk appetite set by the Risk Committee;
  • review and provide oversight of the implementation of the Group’s customer strategy;
  • monitor regulatory requirements in relation to customers and conduct;
  • oversee the Group’s brand and reputation and assess the Group’s brand and reputational risks and profile;
  • review the design and effectiveness of Group policies for the use of customer data;
  • oversee the Group’s corporate and societal obligations, including setting the guidance, direction and policies for the Group’s corporate responsibility (CR) agenda and related activities; and
  • monitor the Group’s culture and purpose and the development of associated culture metrics.

Read the full terms of reference for our Customer and Sustainability Committee (PDF 72 KB)

2021 activities

A summary of the committee’s activities during 2021 is shown below, full details can be found in the committee’s report in the 2021 Annual Report and Accounts.

  • Focused on the implementation of the Group’s customer strategy and received regular updates on conduct developments, including emerging trends
  • Received reports from the internal audit function on the effectiveness of conduct risk management information, product management and pricing, customer service and customer data
  • Continued to drive the corporate responsibility agenda and monitored compliance with the Group’s corporate responsibility strategy
  • Reviewed the ASA Strategy and tracked implementation plans and progress of scorecard metrics
  • Reviewed and recommended changes to the Group’s Modern Slavery statement, annual corporate responsibility reporting and the Group’s Financial Crime, Regulatory Business and Corporate Responsibility, Environment and Climate Change Business Standards
  • Reviewed the Group’s relationship and interaction with regulatory bodies and actions taken in respect of regulatory developments
  • Reviewed potential financial crime risks and any actions required in response
  • Reviewed the implementation of the data governance and data privacy framework.