Customer and Sustainability Committee

Meet our 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:

  • Assist the Board in its oversight of customer and sustainability issues;
  • Evaluate progress on Aviva's ambition to be a leading customer-service-oriented company, including in our investments and innovation in customer experience; and
  • Review Aviva’s progress in bringing the power of the whole of Aviva to the benefit of our existing and future customers and our communities, as well as delivering on our Sustainability Ambition.

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

2022 activities

A summary of the committee’s activities during 2022 is shown below, full details can be found in the committee’s report in the 2022 Annual Report and Accounts.

  • Reviewed the customer agenda, received regular updates on material customer trends and monitored progress against customer metrics. 
  • Undertook deep dives in relation to the FCA's new Consumer Duty Regulations, vulnerable customers, customer data, corporate customers and financial inclusion, including the community investments we made. 
  • Monitored the progress of Aviva's Sustainability Ambition, including tracking performance against key metrics and targets. 
  • Reviewed our Sustainability Report, Climate Transition Plan, TCFD report and non-financial metrics and recommended these to the Board for approval. 
  • Received updates on how we measure and track our reputation. 
  • Reviewed the Group's conduct risk dashboard (including emerging risks) and received regulatory updates. 
  • Reviewed the Group's Modern Slavery Statement and approved Aviva's Business Ethics Code.

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