We are committed to protecting your personal information and being transparent about what information we hold for 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, supporters and report back to our funders.
The purpose of this policy is to give you a clear explanation of how we collect and use information 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 for you and your rights to be able to access it.
If you have any queries, please use the contact details listed at the end of this policy.
We collect personal information from you in order to make your relationship with us as easy and enjoyable as possible. We need it to fulfil your ticket and merchandise orders; administrate our membership, education and community schemes; process your payments; inform you of any delays or problems with your order; and to notify you if an event is cancelled or if the event information advertised has changed.
If you have shown interest in what we do by ordering tickets, merchandise, memberships, making donations, or applying for one of our education and community schemes, we may send you news and updates about our charity, information about future events, fundraising appeals and other products and activities that may be of relevance to you. We may supply this information by post, email or phone, depending on the appropriate channel. To opt out, please email [email protected] giving clear details of the processing activities and/or types of personal data to which your objection applies.
We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information and opportunities that have relevance to you. We may also use aggregated anonymised data of our bookers to inform future planning, marketing campaigns and to report to funders. If you use our website, your activity will be tracked so that we can constantly improve our customers’ experience online. You can find out more about this by reading our Cookies Policy below.
We are charity that relies on philanthropic support. If we feel that you may be in a position to make a significant donation to the Orchestra we may make use of additional information about you, including geo-demographic data and measures of affluence where available from external, publicly-available sources including social media and official records. This helps us understand the background of the people who attend our performances and support us and helps us to make appropriate requests for gifts to people who may be able and willing to give more than they already do.
The personal information that we collect from you when you book, order or donate is:
Payment Card details
For some customers with whom we have a deeper relationship we may also collect and store data such as:
• Gift Aid declarations
• Your bank account number, name and sort code (solely for processing direct debit payments)
• Dietary preferences of you and your partner/spouse (where relevant to your attendance at events)
• Your connections to others on the LPO database (e.g. your partner/spouse, other family member, employer, or an organisation of which you are a board member or trustee)
We do this to allow us to:
• Carry out tasks that you have asked us to perform (e.g. take a monthly membership direct debit)
• Provide the highest level of service when we interact with you
Where you have interacted with us we store a history of those interactions. For example, if we have sent you a mailing we keep a record of this; in the case of email we may keep a record of whether you have opened it or clicked on any of the links. We do this to allow us to better inform the communications that we send to you, ensuring their relevance and appropriateness.
The types of information that we store include:
• The history of our communications with you and your interaction with them
• Your ticketing history
• Your membership and donation history
• Transaction particulars, including the method of payment
There are three legal bases under which we may process your data:
When you book or purchase you are entering into a contract with us. In order to fulfil 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 the cancellation of a concert or event, in the case of problems with your payment, or to deliver benefits associated with your payment or membership. When you donate we would like to be able to thank you and may need to contact you with regard to acknowledging your gift.
Legitimate business interests
In certain situations we collect and process your personal information 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. See below some of the situations in which we would use this basis; they include including marketing and fundraising communications, and other processing activities.
With your explicit consent
For any situation 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. For example, we would never share your data with another organisation to contact you, unless you had given us explicit consent to do so.
When you book tickets through the London Philharmonic Orchestra or give us information for other reasons such as donating, your personal information will be entered into a database called Tessitura. This is a ticketing and relationship management system that is shared across the Southbank Centre Consortium. The current members of this consortium are Southbank Centre, the London Philharmonic Orchestra, the Philharmonia Orchestra, the Orchestra of the Age of Enlightenment, and the London Sinfonietta. All member organisations are able to view your name and contact details, helping to ensure the best possible customer experience.
When you purchase items through us, or otherwise provide us with personal information (or notify us of changes to your personal information), you consent to your names and contact details, being visible to all member organisations. Other information (e.g. specific ticket purchases, donations, Gift Aid declarations and research profiling) is not shared across the consortium but is specific to the organisation with which you have a direct relationship.
We may share aggregated and anonymised demographic information (e.g. postcodes) with the consortium organisations for analytical purposes. This is not linked to any personal information that can identify any specific individual.
If you have completed a transaction with us (i.e. buying a ticket or other product, or making a gift to the organisation) we will retain your data for eleven years since your last interaction with us. This allows us to undertake detailed analysis of audience trends over the long term and to cater appropriately for audiences who attend special projects (such as Wagner operas or performances targeted at a specific community) which recur less frequently than our mainstream concert performances.
If you have told us that you have left a gift to the London Philharmonic Orchestra in your will we will consider your relationship with the organisation to be life-long and your data will be kept on file until such time as you inform us that the organisation is no longer named as a beneficiary of your estate. In this instance you can still choose not to hear from us if you prefer not to be contacted.
We take all reasonable steps to protect your personal information. All the data collected by us is stored on a secure server. The secure server software encrypts all information you input before it is sent to us.
Server access is via designated user name and password with group policies to restrict access to specific folders. Policies are in place to enforce changing of individuals’ user logon passwords. Prevention measures against unauthorised external access include firewall protection and dedicated remote access hardware. Sophos Antivirus is in place to guard against virus and malware.
Access to the Tessitura database at the LPO is restricted to those members of staff required to maintain a relationship with you and is controlled through electronic password protection and user security profiles. Sensitive data, including data on children and vulnerable adults is only accessible by members of staff with clear DBS checks.
To request a copy of the information about you that we hold please write to the address below. There is a fee of £10 for requesting this information. The London Philharmonic Orchestra undertakes to respond within 40 days of the receipt of the fee.
London Philharmonic Orchestra
89 Albert Embankment
You can ask us at any time and without fee to correct information about you that we have which is inaccurate.
You have the right to object to us processing your personal data for any or all of the purposes set out in this Privacy Notice. You may do so at any time. To exercise this right, please email [email protected] giving clear details of the processing activities and/or types of personal data to which your objection applies.
Your Right to be Forgotten
If you choose to exercise your right to be forgotten and specifically tell us that you no longer wish us to hold your details we will anonymise your record, removing all personal data. The Orchestra has a right to keep records for a certain period, as described above, which may mean that even if you ask us to erase details we are legally obliged to keep them until after that period has passed.
We take data protection seriously and hope that there will be no need for you to make a complaint. If you would like to lodge a complaint with us you can do so by contacting [email protected] outlining fully the reasons for your complaint. We will respond within ten working days. If you are not satisfied with our explanation, you can escalate this complaint to the Information Commissioner’s Office (ICO)
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The London Philharmonic Orchestra (LPO) is committed to good practice, which safeguards and protects children and vulnerable adults from harm. LPO staff, musicians, animateurs (workshop leaders), Board members and trustees recognise their responsibility to ensure that they, other professionals engaged by them, orchestral musicians, project leaders, volunteers and others who may work on activities where contact with children or vulnerable adults is anticipated, ensure that these activities take place in an environment that promotes the safety and wellbeing of children and vulnerable adults. This policy has been devised with reference to the regulatory framework for child protection and safeguarding, including the Safeguarding Vulnerable Groups act 2006.