Privacy Policy

Colston Hall is operated by Bristol Music Trust and its use of data is governed by this Privacy Policy.

Last updated 23 May 2018

Amendments to this Privacy Policy

We do make some changes and adjustments to this privacy policy from time to time, so please check regularly for any updates. We will indicate at the top of this page when this Privacy Policy was last revised. Where there’s a significant change to this Privacy Policy, we’ll always notify you so that you can decide whether to continue using our services.

What our Privacy Policy contains

Who we are

Bristol Music Trust is a national arts organisation and a registered charity. Our income comes from ticket sales, commercial hires, commercial partnerships, sponsorship, individual donations and funding from Arts Council England and Bristol City Council.

Bristol Music Trust is a charity registered in England & Wales (no. 1140898). A non-profit-making company limited by guarantee. Registered in England no. 7531978. Registered office: Colston Hall, Colston Street, Bristol, BS1 5AR.

We aim to be entirely open and transparent about the customer data that we use. Collecting this data makes it easy for you to book shows and events, keep up to date with our activities, and engage with us in other ways like supporting our future or our education activities.  We do not obtain any personal data that we think would be likely to cause individuals to object or complain, and we are always available to discuss with you any of the information we hold.

How we use the data we collect

Bristol Music Trust is committed to protecting you and your family’s personal information when you are using any of our services. We want the services we provide to be safe and enjoyable for our audiences, customers, donors and visitors.

This Privacy Notice relates to our use of any personal information we collect from you via the following services:

  • our website
  • social media
  • our emails to you
  • your visit to Colston Hall and other venues where we present or hold events
  • your participation in education activities

This Privacy notice relates to our use of any personal information you provide to us by phone, SMS, email, in letters and other written correspondence, and in person.

This Privacy and Cookies Notice explains the following:

  • Who we are
  • What information Bristol Music Trust may collect about you
  • How and when Bristol Music Trust will use the information we collect about you
  • How Bristol Music Trust will keep your details safe and secure
  • Bristol Music Trust as a Charity and how we respect our donors
  • Sensitive information
  • Offensive or inappropriate content
  • Education & Community
  • The use of cookies on our website and how you can reject cookies
  • Your choices and rights regarding the personal information you provide to us.

Bristol Music Trust is committed to safeguarding your personal information. We will use the information we collect about you in line with all applicable laws and regulations concerning the protection of personal information, including the Data Protection Act 1998, the EU General Data Protection Regulation 2016, Privacy and Electronic Communication Regulation 2003 and the Fundraising Regulator.

Our website contains hyperlinks to websites owned and operated by third parties. These third party websites have their own privacy policies, and are also likely to use cookies, and we therefore urge you to review them. They will govern the use of personal information you submit when visiting these websites, which may also be collected by cookies. We do not accept any responsibility or liability for the privacy practices of such third party websites and your use of such websites is at your own risk.

Bristol Music Trust is the data controller for all the data we store. We use Data Processors to help us collect, process, and safely store the data that we obtain.

What information do we collect?

You give us your information when you buy or reserve a free ticket, make any other purchase from us, sign up for one of our events or education programmes, join our access register, update your preferences on our website, make a donation or communicate with us. We also keep your details when you sign up to receive email from us.

We aim to be clear when we collect your data and not to do anything you wouldn’t reasonably expect and you have the right to decline to give any of this information.

The information that we may collect, process, hold and share is:

  • Personal Information
  • Full Name and Title
  • Email Address
  • Phone Numbers and Mobile Number
  • Date of Birth
  • Delivery Address
  • Billing Address
  • Access requirements
  • Genre Preferences
  • Membership Level
  • Purchase History
  • Donation History and Pledges
  • Gift Aid status
  • Employer
  • Gender
  • Special Category information
  • Demographics
  • Marketing Preferences including for Third Parties
  • Card Details (for purchases). We maintain a record of your transaction history, but we never store your credit or debit card number.
  • Bank Details (for Direct Debits)
  • Email and Newsletter records including emails sent, emails opened by you, and links opened by you
  • Publicly Accessible Profile Information from the internet including Facebook, Instagram and Twitter.
  • Images of you when you visit our site (CCTV or as a member of the audience for promotional use)
  • Anonymised Information
  • IP address
  • Operating system
  • Cookies
  • Information gathered via Google Analytics
  • Information gathered via Mailchimp

How and when we use the information we collect

Bristol Music Trust is the data controller for all the data we store. We use Data Processors to help us collect, process, and safely store the data that we obtain. Your data will be used for these specific purposes unless you ask us not to:

To enable you to book and pay for tickets via our website, over the telephone and in person by setting up a customer account in your name.

To enable you to donate to us with a single payment or regular direct debit agreement.

To enable us to contact you to provide important information in advance of your booked event, such as details of the location of the event or if the event has been cancelled.

To enable us to email you with a survey after seeing a show in order to evaluate the success of an event and improve our programme and facilities.

To enable us to contact you by post about similar shows and events to those you have purchased.

To enable us to email you with our upcoming shows and events, providing we have your consent to do so. In our e-newsletter, we will tell you about events, concerts, shop offers, priority booking and information about our site (for example our opening times, or updates on building works on site). Occasionally, we may include information in these communications from partner organisations or organisations who support us. We will give you the opportunity to opt out, at any time, from any marketing email or postal communications you receive from us.

To enable us to call you with details of how you can support us, or of specific offers or events that may be of interest.

To enable us to text you with offers or details of upcoming shows and events.

To enable us to contact you about how you can support us, if we have your consent to do so, or to thank you for donating to us and telling you how your money will be well spent. We will give you the opportunity to opt out, at any time, from any fundraising email or postal communications you receive from us.

To share your personal information with other organisations who would like to contact you, if you have provided your consent.

To allow you to enquire about our Events services; book your event, and keep in touch with you about all the necessary arrangements before and after the event date.

To provide evaluation and statistics of the services and events, in order to improve them in the future, and report on them to our funders like Arts Council England and Bristol City Council.

To identify recurring visitors and to analyse their browsing habits within the Web Site (cookies)

To identify people on our system who may be interested in becoming a member, supporting the charity or increasing their support, based on their ticket purchasing and donation history.

On occasion, for promoting our shows and events or for archival or reference purposes, by the use of photographs and videos taken of our audience.

For storing CCTV images of people within the premises for security

To share anonymised information to support arts marketing commissioned in England (Arts Council England, Audience Finder) to enable the delivery of high-quality art.

To help us investigate complaints, legal claims or important incidents

We use our website to sign you up to our E-Newsletter database.

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.

We use Patronbase Ltd to process our Box Office ticketing system, and to report on your order history, donation history, membership status, and to show trends in sales patterns.

We use Paritor Ltd to process bookings for our education workshops and young people’s learning and engagement.

We use Mailchimp to send Newsletters and keep in touch via email.

We use SMS, which is a Text Message service to send out group texts from time to time.

We use Purple Seven, an independent audience insight agency service.

We may use other similar services provided by other parties, but which do not adversely affect your rights on the terms of this notice.

We do not use any services that include automated decision making of any significance to the individual. The consequences of being subjected to the automated profiling systems that we have in place is limited to specific marketing or fundraising campaigns directed at specific customer types based on their purchase and donation history or post code area. This will not override your marketing preferences which can be updated at any time within your customer account on the website or by contacting box office.

You may be asked for further information if we run surveys, competitions, prize draws and other promotional activities. If this is the case, then this Privacy Notice will apply to the personal information you provide, but please check for any specific terms that apply each time you participate in these activities.

We may also obtain personal information about you from other sources, such as if a family member or friend contacts us on your behalf. We may combine information you provide to us with information available from external sources in order to gain a better understanding of our audiences, visitors and supporters to improve our fundraising and marketing methods. These sources include:

Third party organisations
We may also add information to your details, which we have obtained from other companies or sources. For example, we may cross check the accuracy of the information we hold with other databases, or we may add demographic information. Much of this data is created using publicly available sources such as the edited electoral register or the Postal Address File, or is derived from market research such as consumer panel surveys.

Social Media
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 of social media and messaging services like Facebook, LinkedIn or Twitter, you might give third parties (like Colston Hall) permission to access information from those accounts or services.

Information available publicly
This may include information found in places such as Companies House, your biography on your work website and available social media or information that has been published in articles/ newspapers

Partner Organisations
Many of the events at Colston Hall are presented in partnership with other companies such as with our visiting orchestras and other artistic organisations and promoters. Where there is a data sharing agreement in place and a Legitimate Interest Assessment has been completed, we will let them know about your booking and share your name and address and some other some non-sensitive information with them. This will be done securely. The organisation cannot contact you electronically unless you give explicit consent as part of your booking online, at the Box Office or over the phone.  We will not share sensitive information or your payment details.

The legal basis on which we use this information

There are five legal bases under which we may process your data.

Contract Purposes
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.

Explicit Consent
When appropriate, we will ask you for your explicit consent before using your personal information in that specific situation. We will ask you to update your consent periodically. You have the right to withdraw consent at any time, and this can be done via your Customer Account on the website www.colstonhall.org or by contacting our Box Office on 0117 203 4040.

Legitimate Business Interests
We collect and process your personal information for purposes that are in our legitimate organisational interests. Whenever we process data for these purposes we will ensure that we always keep your Personal Data rights in high regard and take account of these rights. We do this carefully, and in a way that we believe there is no overriding prejudice to you by using your personal information in this way. You have the right to object, amongst other rights explained later in this document.

We process personal information for certain legitimate business purposes, which include some or all of the following:

Where the processing enables us to enhance, modify, personalise or otherwise improve our services / communications for the benefit of our customers

To identify and prevent fraud

To enable us to call you with details of how you can support us, or of specific offers or events that may be of interest, providing you are not registered on the Telephone Preference Service (TPS).

To enable us to text you with offers or details of upcoming shows and events.

To allow you to enquire about our Event services and cafes; book your event, and keep in touch with you about all the necessary arrangements before and after the event date.

To drive evaluation and statistics of the services and events to provide, in order to improve them for the future, and report them anonymously to our funders such as Arts Council England and Bristol City Council.

To analyse the way in which our website is used and the content and links that you interact with, in order to improve our website services.

To analyse the way in which our emails to you are received by you, and the content and links that you interact with, in order to improve our communications with you.

To analyse the data we hold about you to ensure that the content and timing of our communications to you are as relevant as possible.

To maintain notes of our customers according to customer booking and donation history, and other personal customer account data that you provide us, as well as publicly available internet research for the purposes of our marketing communications to you, and to enable us to communicate in a relevant way with you, but not to make any automated decisions based on profiling of any consequence to you whatsoever.

To share anonymised information to support arts marketing commissioned in England (Arts Council England, Audience Finder) to enable the delivery of high-quality art.

To promote our shows and events by the use of photographs and videos taken of our audiences

To record and store CCTV media within the premises for security purposes.

  • Vital Interest

We may process and collect data that is necessary to protecting someone’s life.

  • Legal Obligation

We may process and collect data that is necessary for Bristol Music Trust to comply with any legal obligations, requirements.

How we keep your details safe and secure

Your personal data will be held and processed on Bristol Music Trust’s systems or systems managed by suppliers on behalf of Bristol Music Trust. We maintain a customer relationship management (CRM) system to hold contact details and a record of your interactions with Bristol Music Trust such as ticket purchases, donations, memberships, queries, complaints and attendance at special events. Where possible we aim to keep a single record for each customer.

Your data is always held securely. Access to customer information is strictly controlled. The CRM system can only be accessed by people who need it to do their job. Certain data, for example some sensitive information, is additionally controlled and is only made visible to members of staff who have a reason to work with it.

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

We will only ever share your data in other circumstances if we have your explicit and informed consent or it is necessary to saving someone’s life or to fulfil any legal obligation.

We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with Bristol Music Trust but no longer than seven years.

If you delete your account your personal information is deleted immediately, and the remaining information is anonymised for analytical purposes.

If you have not used your Bristol Music Trust account in the last seven years then your account may be classed as dormant or may be deleted in line with this privacy policy. We will contact you to remind you before deletion, this may be post or email so please check your inbox regularly to see if we have sent you any emails about this.

Bristol Music Trust as a charity and how we respect our donors

Bristol Music Trust is a registered charity (no.1140898), and we rely on charitable support to maintain our concert hall and world class artistic programme, as well as our education work and talent development initiatives to make them available to everyone. We keep a record in our database of your donations, including memberships.

You can opt in to receive information about supporting Bristol Music Trust by logging in to our website and updating your preferences on our website www.colstonhall.org  or by telling our Ticket Office team on 0117 203 4040 or one of the Development Team over the phone or in person.

We will tell you about our current campaigns that we think are most relevant to you, ways that you can make a real difference to our education programmes, and invitations to events where you and your family can get closer to our artistic programme by joining one of our membership schemes or Patrons Groups.

We want to ensure our communications to our supporters are personal, relevant and timely and we want to give you an enhanced experience.

We may analyse geographic, demographic and publicly available information relating to you in order to better understand your interests, to send you the most relevant communications and to give you an exceptional experience at our events by introducing you to artists or members of staff that we think you might enjoy meeting.

We invite people who might be interested in joining one of our supporter groups to special events such as drinks receptions and rehearsals to tell them more about our work and extra benefits including priority booking. Guests invited might include people who have donated, audience members who attend concerts regularly, audiences who have identified specific programme interest in the ‘My Account’ section of our website plus existing supporters, Patrons, Members, friends of current supporters, our Board and staff.

We make sure that our invitations are appropriate and cost effective by conducting research and analysing our database which might include looking at audience members’ ticket history, address and previous donations as well as publicly available information (including newspaper articles, listed Directorships, social media profiles and biographies on employers’ websites).

Special Category information

Sometimes we ask you to provide sensitive information:

  • When you join our access register
  • book for certain events
  • participate in some activities
  • when you apply for a job.

As with all the personal information we hold, sensitive information is held securely and restricted to those who need to use it. We will delete sensitive information when we no longer need it.

Offensive or inappropriate content

If you post or send content which may reasonably be deemed to be offensive, inappropriate or objectionable anywhere on or to Bristol Music Trust websites or otherwise engage on any other social media, Bristol Music Trust may remove such content.

Where Bristol Music Trust reasonably believes that you are or may be in breach of any applicable laws, for example on hate speech, we may disclose your personal information to relevant third parties, including to law enforcement agencies or your internet provider.

Bristol Music Trust would only do so in circumstances where such disclosure is permitted under applicable laws, including data protection law.

Education and Community

We take the protection of children and their personal data very seriously. For the purposes of all our work child (children) refers to, “a person under the age of eighteen”. We will only collect personal information about children when it is provided by parents, carers and legal guardians. We will always seek parental consent at the time of collecting this information. We only retain personal information for the duration of the programme your child is participating in.

This information is only used by our education team in order to plan and deliver the very best artistic and educational experience for participants. In addition, we use this information to keep children safe throughout their experience with us. In the event of a medical emergency personal information may be passed to the emergency services or health care professionals. In some instances, we may need to collect additional information from you including, for example, medical information, details of prior educational attainment and artistic experiences and details for access or additional learning support.

If you’re a parent or legal guardian of a child taking part in an educational programme at school and would like to know how we work with schools as joint-data controllers see our Information for Schools.

Cookies

Bristol Music Trust Cookies Policy 

What is a cookie?
Cookies are small text files that are sent to and stored on your computer, smartphone or other device for accessing the Internet, whenever you visit a website. Cookies are useful because they allow a website to recognise a user’s device. At Bristol Music Trust we use cookies to let users navigate between pages efficiently and enable other essential functionality.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

Understanding how and why we use cookies
We use cookies on our site (www.colstonhall.org) to create the most accessible and effective website possible for our customers. Cookies allow you choose preferences and access products and services online.

To opt out of being tracked by Google Analytics across all websites visit www.tools.google.com/dlpage/gaoptout

How cookies make our website safer and easier to use
Cookies can allow us to tailor the content of our website to suit your interests. For example, instead of displaying promotional messages about products you already have, they let us show you other services you may be interested in. We use ‘analytics’ cookies to help us make our website better for those who visit it regularly. They help us work out what users like and don’t like and how we can improve things for you.

When we include links to other websites, please bear in mind they will have their own privacy and cookie policies that will govern the use of any information you submit. We recommend you read their policies as Bristol Music Trust is not responsible or liable for their privacy practises.

Your Rights and how to contact us

You have the following rights related to your personal data:

  • The right to be informed how your personal data is processed.
  • The right of access to your personal data
  • The right to rectification
  • The right to erase
  • The right to restrict processing
  • The right to data portability
  • The right to object
  • Rights in relation to automated decision making and profiling.
  • The right to lodge a complaint with the Information Commissioner’s Office or Fundraising Regulator

Our fundraising promise

Bristol Music Trust is committed to ensuring that we are completely open and transparent about our fundraising and spending.

As members of the Fundraising Regulator’s self-regulatory scheme you can give with confidence, knowing that we comply with its principles:

  • We will commit to high standards
  • We will be clear, honest & open
  • We will be respectful
  • We will be fair & reasonable
  • We will be accountable & responsible

Can I find out what personal information Bristol Music Trust holds about me?

Under the General Data Protection Regulations 2016 you have the right to request a copy of the personal information we hold about you and to have any inaccuracies corrected.

We will use reasonable efforts consistent with our legal duty to supply, correct or delete personal information about you on our files.

If you are within the UK, please address requests and questions about this or any other question about this Privacy and Cookies Policy to the:

Data Protection Officer, Bristol Music Trust, Colston Hall, Colston Street, Bristol. BS1 5AR.

You will need to provide:

  • Full name, address, email address, phone number, customer ID, so that your identity can be verified against our records and your information located
  • Copy of Photographic ID
  • An indication of what information you are requesting to enable us to locate this in an efficient manner.

Can I delete my data?

You can always delete your Bristol Music Trust account by logging into your account on our website or by contacting the Box Office.  As previously explained, deleting your Bristol Music Trust account will erase any personal information in your account that we have about you and it will mean any data we hold will be made anonymous.

Contact Us

Please contact us if you have any questions about our privacy notice or information we hold about you:

Email us:   hello@colstonhall.org

Write to us:  Head of Customer Service, Colston Hall, Colston Street, Bristol. BS1 5AR

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