Privacy policy

The following policy statement explains how Membership Matters protects the privacy of information transmitted over the Internet from its website visitors. Membership Matters takes the privacy of its website visitors and course attendees and users seriously and is committed to safeguarding user information in full compliance with law, as described in this privacy policy, which explains among other things: The personal information that Membership Matters collects from users of Membership Matters and the protections employed by Membership Matters in safeguarding such personal information.

Non-personal data

Membership Matters collects some generic information automatically, solely to help Membership Matters determine the success and usefulness of its website. This generic information, which does not reveal the identity of the visitor, includes: the country of origin, time spent on the website, most and least popular pages, browser and operating system and the originating website of the visitor.

Personal data

Membership Matters only obtains specific data about its website visitors when such data is supplied voluntarily, e.g. when website visitors send contact enquiries or places a booking. Membership Matters then uses the data for the purpose of fulfilling the visitors’ requests. Membership Matters only collect personal data that are adequate, relevant and not excessive given the purposes for which they are collected.


Membership Matters’s website employs “cookies”. Cookies are small segments of text that are transmitted to a visitor’s web browser and which store information on the visitor’s hard drive. This information is later transmitted back to the server that originally sent it to the visitor upon a later visit to that site. Cookies allow servers to recall previous transactions to avoid repetition in data gathering. A visitor can configure its equipment hardware, usually with its browser to make notification when they receive a cookie. The visitor can refuse it. However, should the visitor refuse the cookie, this may cause certain feature within the site not to work properly. Membership Matters’ cookies reflect identifying information about each visitor and retain certain non-identifying information about the user’s use of the website. Cookies cannot be used to obtain other information from your hard disk.

Data protection

Membership Matters will not sell or reveal information obtained about its visitors to anyone outside of Membership Matters unless: authorised by the visitor, it is legally required, or such disclosure is required to protect the safety of employees, visitors, customers, or property. Membership Matters does not send junk (spam) email, although in some instances, when Membership Matters wishes to contact customers via email, respond to messages, or transmit information requested by a visitor, Membership Matters will use email.

Revision of privacy policy

Membership Matters reserves the right to change this privacy policy at any time without notice and with immediate, retroactive effect on all User information previously collected. Each visitor agrees to review the website regularly for changes in the privacy policy, and agrees to consent in advance to such changes. Membership Matters wants its visitors and customers to feel that their privacy will be protected when the visitor submits an enquiry online.

Contact Information

Enquiries about this privacy policy, or comments or communications regarding it, including requests for deletion or correction of user information, may be directed by email.


Diversity and inclusion policy


Membership Matters is committed to creating an inclusive environment where all employees feel valued, respected, and supported. We believe that embracing diversity and fostering an inclusive culture is not only the right thing to do but also essential for our success as a research and consultancy organisation. This policy outlines our commitment to diversity and inclusion and sets out our approach to promoting equality and diversity in all aspects of our work.


This policy applies to all employees, consultants, clients, and stakeholders.

Policy statement

Equal opportunities: Membership Matters is committed to providing equal opportunities in employment and to avoiding unlawful discrimination in employment and against clients. We aim to ensure that our workforce is truly representative of all sections of society and that each employee feels respected and able to give their best.

Diversity and inclusion: We value the diversity of our workforce and recognise that our success depends on the contribution of all employees. We are committed to creating an inclusive environment where everyone feels valued and respected, and where diversity is celebrated.

Recruitment and selection: We will recruit and promote employees on the basis of their suitability for the job and their ability to perform effectively, and will ensure that no applicant or employee receives less favourable treatment on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Training and development: We will provide training and development opportunities for all employees to help them reach their full potential, regardless of their background or circumstances.

Flexibility: We recognise the importance of offering flexible working arrangements to enable employees to achieve a good work-life balance.

Harassment and bullying: We will not tolerate any form of harassment, bullying, or victimisation in the workplace and will take appropriate action against those who engage in such behaviour.

Monitoring and review: We will monitor the implementation of this policy and review it on a regular basis to ensure that it remains effective and up-to-date.


All employees, consultants, and managers are responsible for implementing this policy and for ensuring that they treat others with dignity and respect.


Climate action policy


Membership Matters recognises the urgent need to address climate change and is committed to taking action to reduce our environmental impact and contribute to a more sustainable future. This policy outlines our commitment to environmental sustainability and sets out our approach to reducing our carbon footprint and promoting sustainable practices.


This policy applies to all employees, consultants, clients, and stakeholders.

Policy Statement

Carbon reduction:Membership Matters is committed to reducing its carbon footprint and minimising its impact on the environment. We will set targets for reducing our greenhouse gas emissions and will implement measures to achieve these targets.

Energy efficiency: We will improve the energy efficiency of our operations by reducing energy consumption, investing in energy-efficient technology, and using renewable energy sources wherever possible.

Waste reduction: We will minimise waste by reducing, reusing, and recycling materials wherever possible. We will also ensure that any waste we produce is disposed of responsibly.

Travel: We will minimise our carbon emissions from business travel by encouraging the use of video conferencing and other remote working technologies where appropriate. When travel is necessary, we will encourage the use of public transport, cycling, or walking, and will offset any unavoidable emissions.

Procurement: We work exclusively with suppliers and contractors who share our commitment to environmental sustainability and will work with them to minimise the environmental impact of our supply chain.

Education and engagement: We will raise awareness of environmental issues among our employees, clients, and stakeholders and will provide training and education on how they can reduce their own environmental impact.


All employees, consultants, and managers are responsible for implementing this policy and for taking action to reduce our environmental impact.

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An excellent training course which delivers what it promises – genuine insights and practical solutions. It was worth coming all the way from Barcelona for.

Magda Navas, Membership Development Executive
International Council of Shopping Centres

By clearly segmenting our market and matching it to a refocused offer our membership increased by over 10%. I wouldn’t hesitate to recommend Membership Matters.

Matt Mallinder, Former Membership Development Manager
CTC (The National Cyclists' Organisation)

The consultancy service Membership Matters provided when creating our website was invaluable. Sales from increased traffic means the service paid for itself. I would have no hesitation in recommending Membership Matters.

Justin Cresswell, Managing Director
NCI Systems
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