Using the FSC Code to support a strong customer-focused culture

1 min read
October 2, 2023

On Tuesday 17 October 2023 we held a webinar around how the FSC Code of Conduct can support a strong customer-focused culture in your organisation.

The interactive webinar discussed the FSC’s Code of Conduct and how far we have come in 2023, including how the Code supports good customer outcomes, a strong customer-focused culture, regulations and compliance obligations.

Recognising the need for the industry to take action to improve itself, FSC members worked together to develop a code of conduct that promotes good conduct and a strong customer-focused culture. The FSC Code of Conduct supports existing law and regulations, bringing self-regulation to the industry.

The panel discussed practical ideas and examples with an opportunity for Q&A with the sector’s top compliance experts.



Charlotte Cockrell

Head of Customer Remediation, Fidelity Life

charlotte cockrell

Charlotte is Head of Customer Remediation at Fidelity Life, previously Fidelity’s Head of Regulatory Affairs, and has over 10 years’ experience in life insurance. She is Chair of the FSC’s Code Governance Committee.

Steve Burgess

CEO, Compliance Refinery

steve burgess

Steve is CEO and Director at Compliance Refinery with a longstanding career in compliance with experience both in New Zealand and Canada. He is a member of the FSC Code Governance Committee. 

Kristen Smith

Head of Conduct, Partners Life

kirsten smith

Kristen is Head of Conduct at Partners Life with over 15 years experience in Financial Services with compliance expertise across insurance and investments. She is a member of the FSC Code Governance Committee and the FSC Code Working Group.