Privacy Policy

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
• to notify you of changes and improvements to services, our website and this privacy policy

You have the right to object to this processing if you wish and can inform us by emailing privacy@lso.co.uk. 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 privacy@lso.co.uk.

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 privacy@lso.co.uk, 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 privacy@lso.co.uk.

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 privacy@lso.co.uk 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 privacy@lso.co.uk 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 privacy@lso.co.uk, phone +44 20 7588 1116 or contact London Symphony Orchestra, Barbican Centre, Silk Street, London EC2Y 8DS.

Links

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

The LSO is the Resident Orchestra at the Barbican. The Barbican provides the ticketing services for the majority of our events both at the Barbican and at our own venue, LSO St Luke’s. If you buy a ticket via our website the Barbican will process the booking/payment and retain your name, contact details, contact preferences and a record of the ticket details. The Barbican will use your data for customer services and analysis and, if you select the option under ‘Keep me up to date with news and offers from the Barbican’ (in your account settings at the time of booking), the Barbican may also contact you for marketing purposes. Visit the Barbican website for their full privacy policy.

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

Our privacy policy may change at any time, so you may wish to check it each time you visit our website. Any changes will apply from the time that they are posted to this page. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by contacting you directly.

If you have any questions at all about the ways in which we collect and use your personal information please contact us at privacy@lso.co.uk at any time.