Please note that the terms of the Policy may change over time. This Policy was last updated on 4 April 2023.
If you have any queries about any of the information detailed here please contact us at email@example.com, on +44 20 7588 1116, or at London Symphony Orchestra, Barbican Centre, Silk Street, London EC2Y 8DS.
When do we collect personal information?
We will collect personal information from you when:
- you visit our website
- you make ticket bookings and other online purchases
- you support the Orchestra as a Friend or Patron or through making a donation
- you sign up to our e-newsletter
- you complete visitor surveys
- you enquire about our activities, services and job vacancies via direct emails, web forms or phone conversations
- you take part in our activities or join one of our participation groups
- your details are passed onto us by a recognised third party such as a family member, a shared service provider or a company that supports the orchestra with which you are connected
- or you otherwise provide us with personal information
We also gather general information about the use of our website, using Google Analytics, such as which pages are visited most frequently. For this purpose we only use anonymous information and statistics which do not identify individual visitors.
What personal information do we collect?
The types of personal information collected might include name, date of birth, email address, postal address, telephone number, mobile phone number and direct debit details, or your opinions about an event, product, service or an issue.
How do we use this information?
We will use your personal information to provide you with the services, products or information you have requested, for administration purposes, to improve our services and to further our artistic and charitable aims, including for fundraising activities. We may need to share your information with trusted service providers, associated organisations and agents for these purposes.
We may use your personal information to inform you about future events and how you can support the Orchestra through membership and donations. However, you will always be provided with the opportunity to opt out of future communications.
We may analyse your personal information and add publicly available information to create a profile of your interests, preferences and potential future donations so that we can contact you in the most appropriate way and with the most relevant information. We may use additional information about you from external sources to help us do this effectively and improve the details that we hold about you.
How to change or stop us contacting you by post, telephone, email or text message
How to unsubscribe from London Symphony Orchestra emails
If you no longer wish to receive email communications, please click the unsubscribe link at the bottom of any of our emails to change your preferences or be removed from our lists.
Our Requirements and Responsibilities
The LSO and its businesses are registered with the Information Commissioners Office (ico.org.uk):
- London Symphony Orchestra Ltd – Reg no ZA166676
- LSO Live Ltd – Reg no ZA253153
- LSO Productions Ltd (covering LSO Discovery and LSO St Luke’s) – Reg no Z8707877
What personal information do we collect and process?
You will be asked for personal information when you make an enquiry, join our Friends or Patrons, make a donation, sign up for an activity, or order products and services from us. Details on these interactions can be found below.
Ticketing services for our events at the Barbican and LSO St Luke’s are provided by the Barbican Centre, and the Barbican Centre will retain your name, contact details, contact preferences and a record of the ticket details for any purchase via our website.
The Barbican will keep a record of your bank or credit card details used to make the purchase, but only temporarily and solely to process your transaction. The LSO has shared access to the ticketing database and the personal information it contains, however the LSO does not at any point see or have access to any credit card details.
If you purchase tickets for LSO events at other venues, you may be asked if you wish to receive marketing information from the LSO. If you opt in, then the venue or organisation will share your contact details with us and you will be added to our marketing lists.
Our shop is hosted on Shopify Inc. Shopify provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data to process the purchase. We will retain your name, contact details, contact preferences and details of your order when you make a purchase, however the LSO does not at any point see or have access to your credit card details.
We will record details when you become a Friend or Patron or make a donation. Where you make a donation, we will keep a record of the details of the gift (amount, date, purpose) and your Gift Aid status. We may also ask you to provide details about your current interests and activities, and the details of your family and spouse/partner details where appropriate.
If you become a Friend or Patron or make a donation through our website, payments will be processed via PayPal or Smart Debit for direct debits. If you become a Friend or Patron or make a donation with us over the phone we will keep a record of your credit card details, but only temporarily and solely to process that transaction. The merchant copy of the credit card receipt will be kept for up to 18 months and we may also keep a copy of any paperwork you return to us, such as cheques, membership application forms or renewal forms, to assist in our record-keeping.
When you provide us with information in relation to an event that you are attending with us, we may ask you about and record your access requirements and dietary preferences.
Where we are working with you individually, or over a sustained period of time, for example in one of our Discovery projects or participation groups, we may need to collect additional information from you including, for example, medical details, educational attainment, details of prior artistic experience and details of any learning difficulties or special access requirements. This information will be used by our project team in order to plan and deliver the best artistic and educational experiences for you, to keep participants safe throughout their experience with us, and may be passed to emergency services for use should any emergency situation arise.
We will always seek your consent for the above at the time we collect your information, and, where we need to collect this information in respect of children or young people, we will ask parents or guardians to provide the information and consent to its use for the purposes described. It may be necessary to share this information (e.g. for child performance licensing), but that will not be done without your knowledge.
Whenever we ask you to provide your personal information we will let you know why we are asking, and how we will use your information, by directing you towards this notice.
We will record details when you:
- sign up to our mailing lists
- apply for a job
- apply for one of our artistic schemes or competitions
- make an enquiry or comment about our products or services.
What information do we collect from other sources?
We may also collect information about you from external sources in order to gain a better understanding of our audiences, education participants and supporters, and to improve our membership and fundraising methods, education programmes, or other products and services. The personal information we collect from you or from public sources may (depending on the purpose for which you initially provide us with your information) include, but are not restricted to:
- ticket purchases (and other online retail purchases from us) and event registration/attendance
- details of correspondence we send to you, or we receive from you
- additional education, employment and professional information and activities
- additional information relating to charitable interests and activities, as well as inclination and capacity to support the London Symphony Orchestra as a registered charity
- where not otherwise available, the information listed in the ‘what personal information do we collect and process’ section above.
How do we use your information?
Depending on the interaction and relationship with the London Symphony Orchestra, along with the preferences you have indicated, we will use the personal information you have provided in a number of different ways. This is always done in accordance with one of the legal bases required to process data.
The uses below are undertaken so that we can fulfil our contractual obligations to you around a purchase or membership, or because we have requested information ahead of a potential membership:
- to process and complete your order for tickets, recordings or other products purchased
- to process and acknowledge donations that you make and any associated memberships
- to process your enquiry to sign up to one of our participant groups or schemes
- to keep you informed in line with your membership as a donor or as a member of one of our participant groups or schemes
The uses below are undertaken as a carefully considered use of your data which is in our legitimate interests but which we believe also are balanced with your rights and of benefit to you:
- to notify you of information about or changes to events you have booked
- to send you communications by post following a purchase in order to inform you of other related products, events and opportunities to support the Orchestra, which may include relevant news or competitions from our sponsors
- to present and send digital communications following a purchase via the LSO website in order to inform you of other related products, events and opportunities to support the Orchestra, which may include relevant news or competitions from our sponsors
- to ensure our marketing and fundraising resources are used in the most effective and efficient manner and that any communications we may present or send to you are appropriate and of interest to you
- to improve our understanding of audience and donor behaviour through research, profiling and the creation of customer segments
- to track your online actions and whether you receive or open emails (or other communications) that we send you
- to ask you to participate in surveys and market research
You have the right to object to this processing if you wish and can inform us by emailing firstname.lastname@example.org. Please bear in mind that if you object this may affect our ability to carry out tasks above for your benefit.
The uses below are only undertaken with your consent:
- to present and send communications following a purchase via the Barbican website in order to inform you of other related products, events and opportunities to support the Orchestra, which may include relevant news or competitions from our sponsors
- to send you marketing and fundraising communications by email and SMS that you have directly signed up to, such as e-newsletters
- to hold relevant contact and medical information of members of participants of certain Discovery projects and groups for use should any emergency situation arise
You can unsubscribe or withdraw your consent at any time by clicking on the relevant links in the emails that are sent to you or by emailing email@example.com.
Some of the information which we collect from you (for example, when you apply to take part in one of our education projects) may constitute sensitive personal data. We will only ever use this in accordance with this policy and shall maintain necessary measures to protect this information and its confidentiality.
Opting out of marketing and other fundraising communications
If you have indicated that you are happy to continue to hear from us having made a booking or donation, we will contact you to let you know about upcoming events, offers from our music store, updates on our plans and progress we are making, and to ask you to join as a Friend or Patron, make a donation or give other types of support. Occasionally, we may include information from our partner organisations or organisations who support us in these communications.
We make it easy for you to tell us how you want us to communicate, in a way that suits you. Our forms have clear marketing preference questions and we include information on how to opt out when we send you marketing. If you don’t want to hear from us, that’s fine. Just let us know when you provide us with your information.
You can opt out of communications by selecting ‘unsubscribe’ at the bottom of any email, by emailing firstname.lastname@example.org, phoning (+44)20 7588 1116 or contacting London Symphony Orchestra, Barbican Centre, Silk Street, London EC2Y 8DS. Alternatively ticket buyers change their preferences at any time by changing the relevant settings in the ‘My Account’ section of the Barbican website.
We will stay in touch with you, unless we hear otherwise, about the benefits of your charitable support, along with special events you may be interested in. If you would prefer us not to collect and use additional information from other sources as detailed above, please contact us at email@example.com.
If you have opted out of marketing communications, we may still get in touch with you. For example we may email you to inform you about any changes to events that you’ve booked or for audience monitoring and research purposes.
Building an understanding of audiences and supporters, and improving communications
We use various techniques including market research and audience and individual profiling tools to help us understand our audiences, customers, donors and potential supporters. This includes gathering information from you as well as publicly available resources to give an insight into your interests and inclination to attend the LSO more frequently, join as a Friend or Patron, or make a donation to support the Orchestra.
We do this because it allows us to understand our audience members and the people who support us, and helps us to send appropriate communications and make appropriate requests to those who may be able and interested in attending concerts and events or giving in support of the LSO.
When building a profile we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences in order to contact you with the most relevant communications.
Who we might share your personal information with
Your personal information might be passed to a third party if they need it to fulfil your order(s) for our goods and services, to execute the communications we present or send to you, to process a donation, to help assess your capacity to make a gift to the Orchestra, or where you have otherwise consented to being contacted by selected third parties, such as artistic partners and associates. We do comprehensive checks on these companies before we work with them, and put a contract in place that sets out our expectations and requirements, especially regarding how they manage the personal information they have collected or have access to.
Examples of these third parties include our bank (in order to process Direct Debit and other payments), mailing houses (for distributing our events guides), our bulk email distribution service provider and audience analyses suppliers.
Except as set out in this policy, we shall not disclose your personal information unless obliged to, or allowed to do so by law, or where we need to in order to run our business (e.g. where other people process information for us). In such circumstances, we ask those people to give us confidentiality or non-disclosure undertakings.
We will not share your information other than as described above without your express consent.
Taking part in our activities or joining one of our participation groups
When applying for involvement in an LSO Discovery event/project/scheme the information you provide will be used solely in respect to the opportunity you are applying for. The LSO will securely hold and process the data provided for the purposes of assessing your application for the particular LSO Discovery project/scheme and, if applicable, for contacting you about this project/scheme in the future.
If you are accepted onto the project/scheme we will use the details provided for your/your child’s involvement as detailed below. If you have not been accepted onto the project/scheme and there is no longer a requirement to hold and process the data provided by you, we will delete personal data within six months, retaining a minimum level of information necessary for our administrative records to meet legal requirements.
When joining an LSO Discovery event/project/scheme as a member the LSO will securely hold and process the data provided for the purposes of your/your child’s involvement in this LSO Discovery project/scheme, to plan and deliver the best artistic and educational experiences, to ensure the safety of all participants, and so we can contact parents/guardians in case of an emergency. From time to time the LSO may use the contact details provided to let you know by email or post about other LSO projects and relevant events that may be of interest to you. If you would prefer not to receive this information, you can opt out of these or all contact by emailing firstname.lastname@example.org and stating your full name and project involvement.
If you are no longer a member and there is no longer a requirement to hold and process the data provided by you, we will delete personal data within six months, retaining a minimum level of information necessary for our administrative records to meet legal requirements.
Please note that for certain projects it may be necessary to share information with third parties for project, reporting and research purposes. With the participants knowledge necessary data will be shared securely with relevant Local Authorities for the purposes of gaining Child Performance Licences or Body of Persons Approvals where required. Non-sensitive data may also be shared with the LSO’s partner Music Education Hubs for the purposes of project planning and evaluation. Anonymised data across all project areas may be shared for use in funding applications and reporting.
How do we keep your personal information safe?
We ensure that there are appropriate technical controls in place to protect your personal details. The personal information that you provide will be held securely and will not be used for any other purpose than as provided for in this policy. We ensure that there are appropriate technical controls in place to protect your personal information.
Some of our suppliers run their operations outside the European Economic Area (EEA). Although they may not be subject to same data protection laws as companies based in the UK, we will take steps to make sure they provide an adequate level of protection in accordance with UK data protection law. By submitting your personal information to us you agree to this transfer, storing or processing at a location outside the EEA (including in the United States).
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your information transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
How do we keep your information up to date?
We endeavour to keep your personal information accurate and up to date. If you become aware of errors or inaccuracies, please email email@example.com or if you are a ticket buyer you can update the information we hold about you by using the ‘My Account’ section of the Barbican website.
Where possible we, and the Barbican as our audience database provider, use publicly available sources to keep your records up to date; for example, the Post Office National Change of Address (NCOA) database and information provided to us by other organisations as described in this policy.
We would really appreciate it if you could let us know if your contact details change.
How can you access the information we hold about you?
You have the right to know what personal information we hold about you, and request to receive a copy of that information. To make a request please email firstname.lastname@example.org, phone +44 20 7588 1116 or contact London Symphony Orchestra, Barbican Centre, Silk Street, London EC2Y 8DS.
This website contains links to other websites. We are not responsible for the privacy practices of these and you should read their own privacy policies. This Policy applies only to personal information collected by us.
The Barbican & other artistic organisations
LSO events are regularly presented in partnership with other organisations, such as other artistic organisations and promoters at LSO St Luke’s or those we partner with at the Barbican. If you select ‘I am happy to hear about news, events and offers from the London Symphony Orchestra’ (in your account settings at the time of booking), we may contact you after the event with details of how you can receive communications directly from the partner organisations. We will not share information directly with other organisations for marketing purposes.
Changes to this policy
If you have any questions at all about the ways in which we collect and use your personal information please contact us at email@example.com at any time.