Who we are and our commitment to you
We are Theatre Royal Plymouth, a registered charity and the largest and best attended regional producing theatre in the UK, welcoming over 350,000 people per year including nearly 24,000 young people. We recognise the importance of your privacy and our role in making sure your information is protected and respected.
Our company number: 01560651
Our registered charity number: 284545
What we do with your information:
Covid-19 Safety for socially distanced performances: We will only share the details of the primary booker with NHS Test and Trace (or equivalent) only if asked to by a relevant authority and under the obligations of the government’s Covid-19 regulations.
We use your data to process your ticket purchases and, with your permission, provide you with details about future events and services based on your past purchasing history. We use anonymised data to analyse audiences as a whole for reporting to Arts Council England for example, and to help us plan future marketing and communications campaigns.
We take all reasonable steps to ensure your information is kept secure and is accurate. We have never and will never sell your information to any other company or individual, or use it in any way which could compromise your privacy unless required to do so by law.
Some third parties who we use to provide service for you in may have access to your data. We make sure anyone who provides such services for the Theatre Royal Plymouth enters into an agreement with us, meets our standards and only uses you information in an manner in which you could reasonably expect.
You may, at any time, update your communication preferences opting to receive or stop receiving information from us. We do not send marketing information to anyone aged under 16 years old, with the exception of our Young Company members who have consented to this.
We use a third party mass email service (Wordfly) to send our marketing campaigns, reminders and other account related information. Wordfly are based in the United States which has been the subject of an Adequacy decision by the EU. This means your personal information is protected to the same standards as here in the UK. Theatre Royal Plymouth also has a binding contract with Wordfly regarding the use of you data.
Theatre Royal Plymouth also work with TRG Arts to provide assistance with audience analysis, marketing and fundraising activities. Working with TRG Arts requires us to disclose customer data. We have a binding contract in place with TRG Arts which strictly limits the use and management of your information.
The information we hold about you
For the majority of our services, we simply require name, postal address and email address so we can process payments securely, post tickets if requested, and keep you informed about your future visits. Your payment card details are never stored by TRP.
We may require more information from you in order to provide additional services or, in some circumstances we may require further details from you to make an investigation. Additional information required could include:
• Information about disabilities or special needs so we can provide assistance for you or a member of your party
• Copies of any correspondence sent by you to us or us to you.
• IP address, cookie and website usage related data if you use our website and have consented
• Details of TRP memberships, ticket purchases, donations made, and any other activities you may have undertaken with us.
• CCTV images taken when you visited us.
We use profiling tools to help us better understand our audiences as a whole and to plan future marketing and communications campaigns.
With the exception of CCTV images, all customer data is held on a single, centralised database which is operated and managed exclusively by Theatre Royal Plymouth. That system records sales information, tracks communications to and engagement with each individual customer. For some customers this might also include sensitive information, relating to dietary requirements or disabilities which are used to provide specific services to those customers when they visit us.
CCTV images are held on a separate security system and are in place to provide as part of our customer and staff safeguarding procedures.These images are automatically deleted every 30 days unless where they form part of any ongoing investigation. These systems can only be accessed by trained, authorised Theatre Royal Plymouth staff whose use of them is monitored and audited. Access is granted solely for the purpose of individual staff members being able to effectively undertake their jobs and is regularly reviewed. In the case of an incident or unusual event whilst you are with us, we may ask your consent to record more personal information so that we can investigate a situation you are involved in.
How long do we hold your data?
We hold your data as long as you remain active with TRP.
After a period of 6 years of inactivity, we permanently erase all your personal data.
Who has access to your information?
Theatre Royal Plymouth and its sister company Talklight Ltd work directly with a small number of companies who process data to facilitate direct communications, and to analyse anonymised data on our behalf. Strict agreements are in place with each company to ensure the safe use and safe storage of the data we supply, with our processes are reviewed regularly to ensure that our systems are as effective as possible. These organisations will not contact you directly on behalf of Theatre Royal Plymouth as part of any agreement with us and your data is supplied to them as instructed by us and is only retained as long as required for the provision of the services you have requested. If you have any concerns, comments or complaints about how your information is used, please contact firstname.lastname@example.org
This Privacy Notice was last updated on 10/04/2018.
We understand that the storage and use of your personal data can be concerning in an age of well publicised leaks and breaches. No system or service is one hundred percent secure but we take all reasonable and appropriate measures to ensure the transmission and use of your data is as secure as technology will allow.
Your information is valuable to you and you trust us to look after it appropriately. Our systems are kept up to date with all the latest security patches and firewall measures. We dedicate significant resources and time to making sure access to our systems are limited only to appropriate staff and with the training and awareness to manage and safeguard your data and privacy.
Information exported outside of the Theatre’s network to the companies described is transmitted using AES256 encryption standards. The information is stored using the same standards up to the point where stored on external systems where security arrangements form part of our binding agreements.
If you have an concerns regarding how your information is stored, used, or with whom it is shared for the purposes you have agreed to, please contact email@example.com
Update or change your preferences
You may change your communication preferences at any time either online using your Edit account details page or, if you prefer, contact us on 01752 267222 or by post at:
If you have any questions or concerns about how your data is used and managed please email us firstname.lastname@example.org or contact by post at Theatre Royal, Royal Parade, Plymouth, Devon, PL1 2TR.
All correspondence will be dealt with in accordance with privacy laws.