Our business

Customer, Conduct and Reputation committee

Assisting the Board in its oversight of culture, conduct and reputation issues.

The Board strongly believes that good governance and strong, responsible, balanced leadership by the Board are critical to creating long-term shareholder value and business success. The committee’s role is to assist the Board in shaping the culture and ethical values of the Group through overseeing and advising on conduct, reputation and culture matters.

The committee comprises independent Non-Executive Directors.

Jim McConville (Chair) (appointed 01 December 2020)
Belén Romana García (appointed 26 June 2015)
Michael Mire (appointed 12 September 2013)
Pippa Lambert (appointed 1 January 2021)

Membership and Attendance in 2019

Member Number of meetings attended Percentage attendance*

Claudia Arney (chair)



Michael Mire



Keith Williams **



Belen Romana Garcia



Glyn Barker



* This shows the percentage of meetings which the committee member attended during the year whilst a member of the committee.

** Keith Williams retired from the Committee with effect 23 May 2019.

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

  • Group Chairman
  • Group Chief Executive Officer.

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

Committee role and responsibilities

The key responsibilities of the committee are to:

  • Assess the Group’s operational risks related to customer and business conduct, including regulatory conduct risk, financial crime risk, reputational risk, data governance and data privacy risk
  • Assess the implementation of the Group’s customer strategy, including customer conduct obligations
  • Monitor and assess 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
  • Oversee data governance and data privacy and assess the Group’s data risks and profile
  • Assess the implementation of the Group’s data strategy
  • Oversee the Group’s corporate and societal obligations, including setting the guidance, direction and policies for the Group’s corporate responsibility agenda and related activities.

Read the full terms of reference for our Customer, Conduct and Reputation Committee (PDF 43 KB).

Activities during 2019

A summary of the committee’s activities during 2019 is shown below, full details can be found in the committee’s report in the 2019 Annual Report and Accounts.

  • Focused on the customer agenda and received regular updates and monitored progress on customer metrics relating to customer complaints and the conduct agenda, sales, retention and claims experience
  • Continued to drive the corporate responsibility agenda and monitored compliance with the Group’s corporate responsibility strategy
  • Reviewed 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
  • Considered regular updates from the Group Company Secretary on governance matters, legal and litigation risks which had the potential to impact the reputation of the Group
  • Monitored the Group’s compliance with the 2018 UK Corporate Governance Code and other areas of regulation and guidance
  • Reviewed and where appropriate approved changes to the composition of the material subsidiary boards
  • Regularly reviewed updates from the Group Compliance Oversight Director
  • Reviewed potential financial crime risks and any actions required in response
  • Reviewed the results of the Voice of Aviva surveys