Customers, Visitors & Marketing Privacy Policy

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 (Please confirm what you’re opting-out from, e.g. general marketing emails)
• Ask questions about general personal data use or data retention periods.
• Submit a Subject Access Request

Report a suspected data breach

Email us at: data@thelowry.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 at the end of this policy.

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:

Name
Address
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).

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.

It also helps us understand how you use our website, where we can make improvements and how best to tell our audiences about events they might be interested in. For more information on our Cookie Policy click here.

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.

Consent

Any freely given, specific, informed, and unambiguous indication of an individual’s wishes by which they, by a statement or by a clear affirmative action, signifies agreement to the processing of personal data relating to themselves or a dependent.

Marketing

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 data@thelowry.com – You’ll need to confirm what you’re opting-out from, e.g. general marketing emails, or, you can just click the ‘unsubscribe’ button at the bottom of our emails if easier.

Should you then wish not to hear from an artistic company you previously gave consent to, please get in touch with them directly.

Contract

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.

Legitimate Interests

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.

Data Analysis

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.
CCTV

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.

Safeguarding / Accident Reports

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. The Lawful basis of Vital Interests may also be used in critical circumstances.

Legal Obligations

We may need to disclose your details if required to by the police, regulatory bodies or legal advisors.

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

Accident Reports – 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 of this policy for further information on data retention or if you would like your personal data to be erased earlier than the timeframes provided.

If you wish to obtain a prior version of our Privacy Policy, you can contact us using the details in the ‘Our Contact Information’ sections of this policy.

July 2024 (Current)

‘Our Contact Information’ section updated
‘Consent’ description added.
‘Marketing – Opt-Out’ section updated
‘Vital Interests’ section updated – moved to Legitimate Interests section
‘Accident Reports’ added to Data Retention Schedule
‘Version History’ added

July 2023

New layout introduced
All sections updated
There also exist Covid and Pre-Covid versions of the previous policy which can be obtained as outlined above.