We are committed to protecting your personal information and
being transparent about what information we hold about you.
Using personal information allows us to develop a better
understanding of our patrons and in turn to provide you with relevant and timely
information about the work that we do - both on and off stage. As a charity, it
also helps us to engage with potential donors and supporters.
The purpose of this policy is to give you a clear
explanation about how we collect and use the information we collect from you
directly and from third parties.
We use your information in accordance with all applicable
laws concerning the protection of personal information. This policy explains:
- What information we may collect about you
- How we may use that information
- In what situations we may disclose your details
to third parties
- Information about how we keep your personal information secure, how we maintain it and your rights to be able to access it
If you have any queries about this policy, please contact
the Data Protection Officer at Theatre by the Lake or email: email@example.com
Who we are
Cumbria Theatre Trust (trading as Theatre by the Lake) is a
charity and is funded by Arts Council England as well as various trusts,
foundations and individual donors and supporters. Cumbria Theatre trust is registered in England
as a company limited by guarantee, number 1874868 and as a charity, number
We collect various types of information and in a number of
Information you give
For example when you register on our website, buy tickets or
make a donation, we’ll store personal information you give us such as your
name, email address, postal address, telephone number and card details. We will also store a record of your purchases
your interactions with us
For example, when you visit our website, we collect
information about how you interact with our content and ads. When we send you a
mailing we store a record of this, and in the case of emails we keep a record
of which ones you have opened and which links you have clicked on.
We occasionally receive information about you from third
parties. For example, we may use third party research companies to provide
general information about you, compiled using publicly available data.
Data Protection law recognises that certain categories of
personal information are more sensitive such as health information, race,
religious beliefs and political opinions. We do not usually collect this type
of information about our patrons unless there is a clear reason for doing so.
[As an example, we collect health information about participants in our
programme of classes and courses.]
There are three bases under which we may process your data:
When you make a purchase from us or make a donation to us,
you are entering into a contract with us. In order to perform this contract we
need to process and store your data. For example we may need to contact you by
email or telephone in the case of cancellation of a show, or in the case of
problems with your payment.
In certain situations we collect and process your personal
data for purposes that are in our legitimate organisational interests. However
we only do this if there is no overriding prejudice to you by using your
personal information in this way. We describe below all situations where we may
use this basis for processing.
With your explicit
For any situations where the two bases above are not
appropriate, we will instead ask for your explicit consent before using your
personal information in that specific situation.
We aim to communicate with you about the work that we do in
ways that you find relevant, timely and respectful. To do this we use data that
we have stored about you, such as what events you have booked for in the past,
as well as any preferences you may have told us about.
We use our legitimate organisation interest as the legal
basis for communications regarding order confirmations of the purchase of
tickets, or donations, online, pre-visit planning information emails before
your visit and survey emails post-visit. Our Box Office may also make contact via email or phone in relation to
queries relating to your ticket purchases or donations, with urgent show
content information [for example strobe lighting notifications which can affect
the health of some patrons], or in relation to cancellations.
For marketing or fundraising communications, we operate an
opt-in policy for both mail and email. This means that patrons must request to
receive these communications via box office or their online account or other
method. In the case of email, we provide
all customers with an option to unsubscribe in every email we send, or you can
alternatively use the contact details at the end of this policy. In the case of postal mailings, you may
object to receiving these at any time by contacting the Box Office or using the
contact details at the end of this policy.
Telephone numbers are collected for the purpose of urgent
communications relating to show cancellations or ticket order queries. We will not call patrons for marketing or
Other processing activities
In addition to marketing communications, we also process
personal information in the following ways that are within our legitimate
We may analyse data we hold about you to ensure that the
content and timing of communications that we send you are as relevant to you as
We may analyse data we hold about you in order to identify
and prevent fraud.
In order to improve our website we may analyse information
about how you use it and the content and ads that you interact with. We may use
profiling techniques or third party wealth screening and insight companies to
provide us with information about you that will help us to communicate in a
relevant way with you, in particular when we are approaching you about
potential philanthropic support. Such information is compiled using publicly
available data about you.
In all of the above cases we will always keep your rights
and interests at the forefront to ensure they are not overridden by your own
interests or fundamental rights and freedoms. You have the right to object to
any of this processing at any time. If you wish to do this, please use the
contact details at the end of this policy. Please bear in mind that if you
object this may affect our ability to carry out tasks above that are for your
There are certain circumstances under which we may disclose
your personal information to third parties. These are as follows:
Friends of Theatre by
the Lake (relating to Friends of Theatre by the Lake Members only) for the
processing of memberships
To the subsidiaries described above when it is necessary for
them to be able to provide you with products or services that you’ve requested.
To our own service providers who process data on our behalf
and on our instructions (for example our ticketing system software provider).
In these cases we require that these third parties comply strictly with our
instructions and with data protection laws, for example around security of
Where we are under a duty to disclose your personal
information in order to comply with any legal obligation (for example to
government bodies and law enforcement agencies).
To specific named visiting companies whose performances you
have attended. In these cases we will always ask for your explicit consent
before doing so.
Cookies are small text files that are automatically placed
onto your device by some websites that you visit. They are widely used to allow
a website to function (for example to keep track of your basket) as well to
provide website operators with information on how the site is being used.
identify how the website is being used and what improvements we can make.
Theatre by the Lake's online
ticketing systems Tessitura and Tessitura Card Server (card payment
authorisation service) use temporary session cookies enabling customers to pass
through the correct payment pathway. These cookies therefore enable services
customers have specifically asked for, that is, they enable customers to book
and purchase tickets for an event.
Your debit and credit card
If you use your credit or debit card to purchase from us or
to make a donation, we will ensure that this is carried out securely and in
accordance with the Payment Card Industry Data Security Standard (PCI-DSS).
Parts of our premises have CCTV and you may be recorded when you visit them.
CCTV is there to help provide security and to protect both you and the Trust.
CCTV will only be viewed when necessary (e.g. for security reasons or to detect
or prevent crime). Where we have installed a webcam, we will ensure that it is
an appropriate distance so that people cannot be readily identified from the
footage. The Trust complies with the Information Commissioner’s Office CCTV
Code of Practice and we put up notices so you know where CCTV is in use.
Maintaining your personal information
You should find it easy to access
and amend the personal information that we hold on you, or request that we stop
contacting you. It’s your data and we want to make sure you feel in control of
If you have an online account
with us, you can amend your personal details and email contact preferences at
any time. Simply sign in on the web site and access your account.
Or, if you prefer, you can
contact us by phoning, emailing, or writing using our contact details below.
Security of your personal information
We will put in place appropriate safeguards (both in terms
of our procedures and the technology we use) to keep your personal information
as secure as possible. We will ensure that any third parties we use for
processing your personal information do the same.
information you provide may be transferred to countries outside the European
Economic Area (EEA). If Theatre by the
Lake transfers your personal information outside of the EEA in this way, we
will take steps to ensure that your privacy rights continue to be protected as
outlined in this privacy notice.
the Lake may transfer your data to the USA to organizations such as Wordfly.
The USA has weaker data protection laws than that of the EEA and therefore we
will ensure that only organisations who are a part of the EU privacy shield
initiative will handle your personal information. More details on this
certification can be found at www.privacyshield.gov/welcome
We will keep
your information only for as long as is reasonably necessary for the purposes
set out in this privacy notice and to fulfil our legal obligations. We will not
keep more information than we need. The retention period will vary according to
the purpose, for example if purchasing a ticket only, we will typically keep
your data for up to ten years from the date of your last transaction whereas if
you have pledged a legacy to Theatre by the Lake, we will hold your details
until notified by your executors. For further information about how long we
will keep your information, please contact the Data Protection Officer using
the contact details outlined in this notice.
Your rights to your personal
If you would
like to see what information we hold about you, you can sign into your online
account and make any changes required. You can also request full details of
personal information we hold about you under the Data Protection Act 1998, or
after 25 May 2018, The General Data Protection Regulation, by contacting the
Data Protection Officer. Please send a description of the information you would
like to see, together with proof of your identity to firstname.lastname@example.org
At any time
you have the right to ask Theatre by the Lake to amend or stop how it uses your
personal information, including for marketing purposes. You can do this by signing in to the website
and accessing your account details, unsubscribing on our email communications, or,
if you don’t have an account or if you prefer to, you can contact us by
phoning, emailing or writing using our contact details below.
You have the
right to get information held about you by us corrected. If you have any
concern about the accuracy of your personal data, please let us know using the
below contact details.
If you would
like us to remove the personal information we hold about you, please contact us
using the below contact details.
You have the
right to lodge a complaint with the supervisory authority, The Information
Commissioner’s Office – www.ico.org.uk
Information for job applicants and
Theatre by the Lake will process
information provided by applicants for the management of their application and
the subsequent selection process. This involves providing details to the
short-listing and selection panels. Other details are kept helping fulfil our
obligations (legally and reporting to our funding bodies) to monitor equality
and diversity within the organisation and in the application process.
You can find more information
about the use of personal data throughout the application process. Information
will be retained on interview performance and the application in line with the
retention periods set out. Applicants to roles which are funded or freelance,
should contact that organisation directly.
For more information about your
application and personal data we hold use the contact details below.
Contact details and further
Please get in touch with us if you have any questions about
object to any processing of your personal information that we carry out for our
legitimate organisational interests.
Data Protection Officer
Theatre by the Lake
(please address the email to the attention of the Data Protection Officer)