Privacy & Cookie Policy

Last updated: 21 September 2026

This Privacy and Cookie Policy explains how Creation Partnerships Limited collects, uses, shares and protects personal information across its websites, digital services, courses, assessments, memberships, directories, events, coaching, advisory and consulting activities. It also explains the choices and rights available to individuals.

1. Who we are

Creation Partnerships Limited is the controller of the personal information described in this policy, unless we explain otherwise in a particular service, contract or notice.

Creation Partnerships Limited is registered in England and Wales under company number 03578460.

Registered office:

Creation Partnerships Limited

167-169 Great Portland Street

Fifth Floor

London

W1W 5PF

United Kingdom

We operate a number of brands, products and services, including Service Revolution Academy®, End to End Service, ServiceGap.ai, ESM Connect and Chief Service Officer.

For privacy enquiries, rights requests or data protection complaints, contact:

Email: admin@service-revolution.com

We have not appointed a formal Data Protection Officer. Privacy enquiries sent to the address above will be directed to the person responsible for handling them.

2. Websites and services covered

This policy applies to personal information collected through or in connection with:

•  www.service-revolution.com;

•  www.servicegap.ai;

•  www.e2eservice.com;

•  www.esmconnect.com;

•  www.chiefserviceofficer.com;

•  our membership areas, assessment tools, directories, landing pages and digital platforms;

•  our courses, masterclasses, workshops, webinars, events and speaking activities;

•  our coaching, advisory, consulting and professional services;

•  our newsletters, marketing and business-development activities; and

•  any other website, application or digital service operated by or on behalf of Creation Partnerships Limited.

Some services are delivered through third-party platforms. Depending on the service, these may include Systeme.io, MailerLite, ScoreApp, Brilliant Directories, Stripe, PayPal, Zoom, Microsoft Teams, Calendly and Google Analytics, or replacement providers offering similar functions.

This policy does not replace a provider's own privacy notice where that provider processes information for its own purposes.

3. When we act as a processor

In some consulting, advisory or business-to-business engagements, a customer may provide personal information for us to handle solely on its instructions. In those circumstances, the customer is normally the controller and we act as its processor. That processing is governed by the relevant contract, statement of work or data processing terms. Individuals should normally direct requests about that information to the customer that controls it.

4. Personal information we collect

The information we collect depends on how you interact with us and may include:

•  identity information, such as your name, title and username;

•  contact information, such as your business or personal email address, telephone number, postal address and social-media contact details;

•  professional information, such as your employer, role, industry, areas of responsibility, professional interests and LinkedIn profile;

•  account and membership information, such as login details, access permissions, subscription status, preferences and profile content;

•  directory information, such as information you choose to publish in an ESM Connect or other member profile, including a photograph, biography, expertise and links;

•  enquiry and relationship information, including messages, meeting notes, correspondence, feedback, survey answers and records of our interactions;

•  assessment and diagnostic information, including responses, scores, classifications, maturity indicators, reports, recommendations and other outputs produced through ServiceGap.ai, ScoreApp or similar tools;

•  course and service information, including registrations, attendance, progress, participation, coaching notes, submitted work and service history;

•  transaction information, such as products or services purchased, payment status, billing address, tax information and invoice details;

•  payment information processed by payment providers. We do not ordinarily receive or store complete payment-card details;

•  booking, event and meeting information, including appointments, attendance, time zone and access details;

•  audio, video, images or transcripts where an online session or event is recorded after participants have been informed;

•  marketing information, including subscription choices, campaign interactions and communication preferences;

•  technical and usage information, such as IP address, device and browser information, approximate location, pages visited, referral source, timestamps, cookie identifiers and interactions with our websites and emails; and

•  information needed to investigate security issues, prevent fraud, enforce agreements or establish, exercise or defend legal claims.

5. How we obtain personal information

We obtain personal information:

•  directly from you when you enquire, register, purchase, book, subscribe, create an account, complete an assessment, join a directory or participate in a service;

•  from your employer or another organisation arranging or paying for services involving you;

•  from people who introduce or refer you to us;

•  from publicly available professional sources, such as a company website, professional directory or LinkedIn;

•  from event organisers, partners or collaborators where they are permitted to provide it;

•  automatically through websites, emails, cookies and similar technologies; and

•  from the platforms and service providers used to deliver our services.

If you provide information about another person, you must be authorised to do so and should make this policy available to them where appropriate.

6. How and why we use personal information

We only use personal information where we have a lawful basis. The basis depends on the purpose and our relationship with you.

6.1 Enquiries, proposals and pre-contract steps

We use contact, professional and enquiry information to respond to questions, arrange calls, understand requirements, prepare proposals and take requested steps before a contract is entered into.

Lawful bases: taking steps at your request before entering into a contract; performing a contract; and our legitimate interests in developing and operating our business.

6.2 Supplying courses, memberships and professional services

We use identity, contact, account, course, assessment, booking and service information to register participants, provide access, deliver services, communicate about delivery, provide support, monitor progress and administer the relationship.

Lawful bases: performing a contract with you; taking steps before entering into a contract; our legitimate interests in fulfilling arrangements with a corporate customer and delivering effective services; and legal obligation where applicable.

6.3 Assessments, diagnostics and AI-enabled services

We use assessment responses and related professional information to calculate scores, generate reports, provide recommendations, personalise outputs, improve service delivery and support follow-up discussions.

Lawful bases: performing a contract or taking requested pre-contract steps; our legitimate interests in providing useful diagnostics and improving our services; and consent where the nature of a particular optional feature requires it.

6.4 Accounts, memberships and directories

We use account and profile information to authenticate users, manage permissions, operate memberships and directories, display information that members choose to publish, and protect restricted content.

Lawful bases: performing a contract; our legitimate interests in operating secure communities, memberships and professional directories; and consent where you choose to make optional information public.

6.5 Payments, accounting and administration

We use transaction, billing and payment-status information to process purchases, issue invoices, manage refunds, keep accounting records and meet tax and regulatory obligations.

Lawful bases: performing a contract; compliance with legal obligations; and our legitimate interests in managing our finances and preventing fraud.

6.6 Meetings, events and recordings

We use registration and participation information to organise meetings, webinars and events. If we intend to record a session, we will provide notice. We may use recordings or extracts for delivery, replay, quality, training or promotional purposes only where we have an appropriate lawful basis and have provided suitable information to participants.

Lawful bases: performing a contract; our legitimate interests in delivering and improving events and services; and consent where required, particularly for optional promotional use.

6.7 Customer service and relationship management

We use correspondence, feedback and relationship records to answer queries, provide support, resolve complaints, manage customer relationships and improve our services.

Lawful bases: performing a contract; compliance with legal obligations; and our legitimate interests in providing effective customer service and improving our business.

6.8 Marketing and thought leadership

We use contact, professional, preference and engagement information to send relevant newsletters, invitations, insights and information about our services, subject to applicable direct-marketing rules and your choices.

Lawful bases: consent where required; and our legitimate interests in promoting relevant business-to-business services and maintaining professional relationships where the law permits. You can object to direct marketing or unsubscribe at any time.

6.9 Website operation, analytics and improvement

We use technical and usage information to operate and secure our websites, understand use, diagnose faults, measure performance and improve content and services.

Lawful bases: our legitimate interests in operating secure and effective websites; and consent for Google Analytics and other non-essential cookies or similar technologies where consent is required.

6.10 Security, fraud prevention and legal claims

We use relevant information to verify activity, protect accounts and systems, prevent misuse, enforce agreements, investigate suspected fraud or unlawful conduct, and establish, exercise or defend legal claims.

Lawful bases: our legitimate interests in protecting our organisation, users and rights; and compliance with legal obligations.

6.11 Business changes

If our business or assets are reorganised, financed, sold or transferred, relevant information may be reviewed or transferred as part of that transaction, subject to appropriate confidentiality and data-protection safeguards.

Lawful bases: our legitimate interests in managing our business and the interests of a buyer, investor or successor; and legal obligation where applicable.

7. If you do not provide information

Some information is necessary to create an account, process a payment, enter into or perform a contract, provide a requested assessment, or comply with the law. If required information is not provided, we may be unable to supply the relevant service or complete the requested transaction. Optional fields will be identified where practicable.

8. Marketing communications

We may send marketing to business contacts where this is permitted by law and consistent with reasonable expectations. We will seek consent where consent is required, including for relevant electronic marketing to individuals, sole traders and some partnerships.

Every marketing email will provide a straightforward way to unsubscribe. You may also opt out by contacting admin@service-revolution.com.

Opting out of marketing does not prevent us from sending necessary administrative, security, service or contractual communications. We may retain limited information on a suppression list to ensure that a marketing opt-out continues to be respected.

You have an absolute right to object to the use of your personal information for direct marketing. If you object, we will stop using your information for that purpose.

9. Cookies and similar technologies

Our websites and the platforms supporting them may use cookies, pixels, local storage, scripts and similar technologies. These technologies may be used for the following purposes:

•  strictly necessary purposes, such as security, authentication, account access, load balancing, checkout and remembering privacy choices;

•  functional purposes, such as remembering settings and improving features;

•  analytics purposes, such as understanding how visitors reach and use a website and measuring performance; and

•  marketing purposes, where applicable, such as measuring campaigns or personalising marketing.

We use Google Analytics on relevant websites to understand website use. Google Analytics may process identifiers, device and browser information, approximate location, referral information and interactions with pages. Google Analytics and any other non-essential technology should operate only after the required consent has been given.

Strictly necessary technologies do not require consent where they are essential to provide a service requested by the user, although we still provide information about them. Functional, analytics and marketing technologies will be controlled through the consent or preference mechanism on the relevant website where the law requires consent.

You should be able to accept or reject non-essential technologies and change your choices through the cookie-settings control on the relevant website. You can also control cookies through your browser, although blocking essential cookies may prevent parts of a service from working.

The particular cookies, providers, purposes and durations may vary between our websites and platforms. Up-to-date details should be displayed in the cookie notice or preference tool for the relevant website.

10. Assessments, artificial intelligence and profiling

Some services use automated scoring, rules, algorithms, artificial intelligence or machine learning to analyse responses and generate scores, classifications, observations, recommendations or reports.

The inputs may include answers you provide, professional information and patterns within an assessment. The output is intended to support reflection, education, service improvement and business decision-making. It is not intended to determine legal rights, access to essential services, employment, credit, insurance or another matter with a legal or similarly significant effect.

We do not currently make decisions about individuals based solely on automated processing that produce legal or similarly significant effects. Human judgement should be applied before relying on an assessment or AI-generated output. If this position changes, we will provide the information and safeguards required by law before carrying out that processing.

Do not submit confidential, commercially sensitive, special-category or third-party personal information to an AI-enabled feature unless the feature expressly requests it and you are authorised to provide it.

We may use de-identified or aggregated information to understand trends, benchmark results and improve our tools. We will take reasonable steps to ensure that such information does not identify individuals.

11. Who we share personal information with

We may share personal information where necessary with:

•  website, hosting, membership, CRM and marketing-platform providers, including Systeme.io and MailerLite;

•  assessment and diagnostic providers, including ScoreApp;

•  directory and community-platform providers, including Brilliant Directories;

•  payment providers, including Stripe and PayPal;

•  video-conferencing, webinar and collaboration providers, including Zoom and Microsoft Teams;

•  scheduling and booking providers, including Calendly or another provider used for the relevant booking;

•  analytics providers, including Google Analytics;

•  cloud storage, IT support, cybersecurity, communications and professional-service providers;

•  trainers, coaches, consultants, facilitators and delivery partners involved in providing a service;

•  the organisation arranging or paying for a service, where appropriate and transparent;

•  regulators, courts, law-enforcement bodies, government authorities or other parties where disclosure is required or permitted by law;

•  professional advisers, insurers, auditors and prospective or actual buyers, investors or successors; and

•  other parties where you have asked us to share the information or have given valid consent.

Service providers acting on our behalf are expected to process personal information only for authorised purposes, protect it appropriately and comply with applicable data-protection obligations.

We do not sell personal information.

12. Public profiles and contributions

Information you choose to publish in a member directory, community, testimonial, review or public profile may be visible to other members or the public, depending on the settings and purpose of the service. You should not publish information that you do not want others to see or reuse.

Where controls are available, you are responsible for keeping your profile accurate and selecting appropriate visibility settings. You may contact us if you need assistance changing or removing information under our control.

13. International transfers

Some suppliers and platforms may process or make personal information accessible outside the United Kingdom. Where the UK rules on restricted transfers apply, we will use an appropriate transfer mechanism. This may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another safeguard or exception permitted by law. Where required, we will also consider the risks associated with the transfer.

You may contact admin@service-revolution.com for further information about the safeguards relevant to a particular transfer.

14. Security

We use reasonable technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure, misuse or unauthorised access. These measures may include access controls, authentication, secure providers, backups, staff or contractor confidentiality obligations and proportionate security monitoring.

No internet transmission or storage system can be guaranteed completely secure. You are responsible for protecting your account credentials and should notify us promptly if you believe an account or communication has been compromised.

15. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to provide services, maintain appropriate business records, comply with legal and tax obligations, resolve disputes and establish, exercise or defend legal claims.

Retention is determined by factors including:

•  the nature, sensitivity and volume of the information;

•  the purpose for which it is used and whether that purpose can be achieved in another way;

•  the duration of an account, membership, customer or professional relationship;

•  statutory, tax, accounting and limitation periods;

•  contractual commitments and the possibility of a complaint or legal claim; and

•  security, fraud-prevention and business-continuity needs.

As a general approach:

•  active account and service records are kept for the duration of the relationship and for a reasonable period afterwards;

•  contracts, invoices and core transaction records are normally retained for the period required by tax, accounting and legal rules;

•  enquiry and business-development records are reviewed periodically and removed or anonymised when no longer relevant;

•  marketing information is kept until you opt out or it is no longer reasonably required, while limited suppression information may be kept to honour your opt-out;

•  assessment responses and reports are kept while needed to provide the service, support follow-up work and maintain appropriate records;

•  recordings are kept only for the stated purpose and reviewed for deletion when that purpose ends; and

•  cookie and analytics information is retained in accordance with the settings and durations disclosed through the relevant platform or cookie-preference tool.

Information may be retained for longer where required by law, subject to a legal hold, or needed for legal claims. When information is no longer required, we will delete it, anonymise it or place it beyond routine use where immediate deletion from backups is not practicable.

16. Your data-protection rights

Depending on the circumstances and the lawful basis used, you may have the right to:

•  ask whether we hold personal information about you and obtain a copy;

•  ask us to correct inaccurate or incomplete information;

•  ask us to delete information in certain circumstances;

•  ask us to restrict how information is used in certain circumstances;

•  object to processing based on legitimate interests;

•  object at any time to direct marketing;

•  receive information you provided in a structured, commonly used and machine-readable format, and ask for it to be transferred where the right to portability applies;

•  withdraw consent at any time where processing is based on consent, without affecting processing carried out before withdrawal; and

•  ask for safeguards in relation to a qualifying solely automated decision, if such processing applies.

These rights are not absolute and may be limited by law. We may need to verify your identity and clarify your request.

We will respond within the time required by applicable law and will explain if an exemption or extension applies.

To exercise a right, contact admin@service-revolution.com.

17. Complaints

If you are concerned about how we have handled personal information, please contact admin@service-revolution.com. We will take appropriate steps to investigate and respond.

You also have the right to complain to the Information Commissioner's Office, the United Kingdom's data-protection regulator:

Website: https://ico.org.uk/make-a-complaint/data-protection-complaints/

Telephone: 0303 123 1113

Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

If you are outside the United Kingdom, you may also have the right to complain to the data-protection authority in the country where you live or work.

18. Special-category and sensitive information

Our public websites and standard business services are not designed to collect special-category information, such as information about health, ethnicity, religion, political opinions, trade-union membership, genetics, biometrics used for identification, or sex life or sexual orientation. Please do not provide such information unless it is genuinely necessary for a specific service and we have explained why it is required.

If we intentionally process special-category or criminal-offence information, we will identify an appropriate lawful basis and the additional legal condition required, provide any further notice needed and apply proportionate safeguards.

19. Children

Our websites and services are directed primarily to business professionals and are not intended for children. We do not knowingly collect personal information from children through our general websites or marketing activities.

If a service is ever designed for, or knowingly involves, a person under 18, we will provide appropriate information and safeguards and obtain parental or guardian involvement where required. If you believe a child has provided information to us inappropriately, contact admin@service-revolution.com.

20. Third-party links and services

Our websites may link to third-party websites, social-media services or resources. Those organisations may act as independent controllers and apply their own privacy policies. We are not responsible for their privacy practices, and you should review their information before providing personal information.

21. Changes to this policy

We may update this policy to reflect changes in our services, technology, suppliers or legal obligations. The current version will be published on one or more of our principal websites and will show the date it was last updated.

Where a change is material, we will take reasonable steps to draw it to the attention of affected individuals where appropriate. A change to this policy does not by itself create consent for new processing where consent is legally required.

22. Contact details

Creation Partnerships Limited

167-169 Great Portland Street

Fifth Floor

London

W1W 5PF

United Kingdom

Email: admin@service-revolution.com

Company number: 03578460