our contact information
In line with your data protection rights, you can contact our Customer Care team to:
- Have your data corrected, updated or erased
- Make a complaint about how your data has been used
- Opt-out of marketing/promotional material – these materials will only have been sent if you have given your prior consent
- Ask questions about general personal data use or data retention periods.
- Submit a Subject Access Request
- Report a suspected data breach
Email us at: email@example.com
Write to us at: Customer Care, The Lowry, Pier 8, Salford Quays, M50 3AZ
You can also complain to the Information Commissioner’s Office if you are unhappy with how we have used your data. Please see the ‘Information Commissioner’s Office’ section on our General Information page.
what information we collect
Purchases & Venue Use
You give us your information when you buy a ticket, buy something on our website, sign up for one of our events, book our venue for a conference, meeting or wedding, make a donation or Gift Aid declaration, or communicate with us. If you have signed up to our Access Register, we will also note this in your customer record.
The information you give us may include:
- Email Address
- Contact Telephone Number(s)
We maintain a record of your transaction history, but we never store your card number (although we may keep a note of the last four digits to help us identify transactions).
Email, web activity & social media
We keep a record of the emails we send you, and we may track whether you receive or open them so we can make sure we are sending you the most relevant information. We may then track any subsequent actions online, such as buying a ticket.
Like most websites, we receive and store certain details whenever you use The Lowry website. We use “cookies” to help us make our site – and the way you might use it – better. Cookies mean that a website will remember you every time you visit, unless you choose to delete your cookies.
We use social media to broadcast messages and updates about events and news. On occasion we may reply to comments or questions you make to us on social media platforms. You may also see adverts from us on social media that are tailored to your interests. Depending on your settings or the privacy policies on social media and messaging services like Facebook, LinkedIn, Instagram, TikTok or Twitter, you might give third parties (like The Lowry) permission to access information from those accounts or services.
LAWFUL BASIS & DATA USAGE
We will rely on your explicit consent when providing marketing/promotional material to you. This material will include information about performances, exhibitions, events, workshops, The Lowry Shop and Pier Eight Bar & Restaurant.
When booking a ticket you may be given the choice to also hear from the artistic company you have booked to see. Where you explicitly agree for us to do so, we will pass your data to the relevant company and they will be in touch with you to communicate their own Privacy and Data Policy.
Marketing – Opt-Out
If you change your mind about receiving direct marketing/promotional material from us then you can contact our Customer Care Team at firstname.lastname@example.org or click the unsubscribe button at the bottom of our emails.
Should you then wish not to hear from an artistic company you previously gave consent to, please get in touch with them directly.
Delivery of our Services
We will use your data in order to manage our relationship with you. This will primarily be to administer the provision of our services to you.
If you have not agreed to receive marketing communications, we will only get in touch with you regarding your enquiry, booking (performance, room/conference/wedding etc) or contract with us. For example, we may email you to give you important information about the show you’ve booked for with any changes that affect you.
If you have an online account, you can control your communication preferences in the ‘Account Information’ tab of your account. You can also ask The Lowry’s ticket sales agents to update your preferences whenever you make a booking in person or on the telephone.
Where we have used Legitimate Interests as our lawful basis for processing, we have done so by balancing your own individual interests against our means to process and have completed a Legitimate Interests Assessment (LIA) to keep an audit trail of our decision and justification for the processing.
We process & analyse personal information for certain legitimate business purposes, including the following:
- Where the processing enables us to enhance, modify or personalise our services or communications for the benefit of our customers.
- To better understand how people interact with our website and services.
- To determine the effectiveness of promotional campaigns or advertising.
The Lowry operates CCTV both inside and outside our buildings with the purpose of reducing the threat of crime generally, protecting The Lowry’s premises and helping to ensure the safety of all our staff, volunteers and visitors, consistent with respect for the individuals’ privacy and within our Legitimate Interests.
We may need to disclose your details if required to by the police, regulatory bodies or legal advisors.
There may be times where our staff wish to create a record of any concerns they may have in relation to an individual’s welfare. This is to help secure the health and wellbeing of the individual concerned. These records will be subject to enhanced security measures due to the sensitive nature of the data involved.
In line with the Storage Limitation principle of the UK GDPR we will not keep your personal data longer than is necessary.
Inactive customer accounts (including access data) – 10 years
Confirmed bookings for conferences, meetings, weddings – 7 years
Complaint Data – 7 years
Customer Queries – 3 years
Allergens & dietary Data – 6 years
Subject Access Requests – 2 years
CCTV – 30 days
Safeguarding Data – Please get in touch.
Please contact us using the details in the ‘Our Contact Information’ section on this page for further information on data retention or if you would like your personal data to be erased earlier than the timeframes provided.