We are committed to protecting your personal information and to being transparent about what we do.
Purpose of our policy
The Marlowe is committed to protecting your personal information and to being transparent about what we do with the information that we hold about you.
The purpose of this policy is to give you a clear explanation about how we use the information that we collect from you directly, and from third parties.
We use your information in accordance with 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 long we retain it for and your rights to be able to access it
If you have any queries about this policy, please contact The Marlowe by emailing John Baker.
Who we are
The Marlowe Trust is a charity and is funded by ticket sales and membership income, individual donors, supporters and various trusts and foundations.
The Marlowe Trust also has a commercial trading company called The Marlowe Trust Trading Ltd.
The Marlowe Trust is registered as a company in England and Wales under registration number 11188407, and a UK registered charity no. 1179882. The Marlowe Trust Trading Ltd is registered as a company under registration number 11337139.
We collect customer information in a number of different ways:
Information that you give us
When you register on our website, buy tickets, join our membership schemes or make a donation, we will store the personal information that you give us including: your name, email address, postal address, telephone number and card details.
We will also store a record of the purchases that you have made with us, or any donations that you have made to support what we do.
Information about your interactions with us
We collect information about how you interact with us when you visit our website or read our emails. This allows us to make our communications relevant to you and to understand how we can make them more effective.
Information is collected in the following ways:
- When you visit our website: where we collect information about how you interact with our show pages and content.
- When we send you a mailing: where we store a record of this. In the case of emails, we also store a record of which emails you have opened and which links that you have clicked on. This helps us to make sure that our communications with you are relevant and effective.
Sensitive personal data
Data Protection law recognises that certain categories of personal information are more sensitive such as health information, race, religious beliefs and political opinions.
We do not usually collect this type of information about our patrons unless there is a clear reason for doing so.
Instances when we collect and store information of this type include:
- Access performances: where customers wishing to book access performances online (such as signed and audio described performances) can choose to register themselves as having a particular access need. This allows our Box Office system to unlock reserved seats in the appropriate areas of the auditorium. However, if a customer does not wish to register their access requirements in this way, they can book their tickets with our Box Office team, by phone or in-person.
- Participation classes: we collect relevant health and access information from participants taking part in our creative classes. This information allows our workshop leaders and creative team to make any reasonable or necessary adjustments to creative classes for the individual. This information is stored in secure drives that are password protected.
How we process your information
There are three lawful bases under which we may process your data:
We use the lawful basis of performance of a contract for the following:
- When you make a purchase from us you are entering into a contract with The Marlowe. In order to perform this contract we need to process and store your data. We may occasionally need to contact you by email, letter or telephone about your purchase with us, such as in the case of a cancelled show, or should there be problems with your payment.
Joining our membership schemes
- When you join a Marlowe membership scheme, including The Marlowe Friends, The Marlowe Friends Extra, The Marlowe Supporters, The Marlowe Champions, The Marlowe Superstars, The Marlowe Benefactors, The Creative Circle, Business Members, Local Artist Log and Associate Schools, we may contact you by email, letter or telephone with information regarding your membership, such as member benefits and a regular membership magazine. This allows The Marlowe to perform its contract with its members, providing the benefits that are promised. You have the right to object to any of this processing at any time. If you wish to object, please use the contact details provided at the end of this policy. However, if you object this may affect our ability to carry out tasks that are for your benefit.
For any situation where contract purposes or legitimate organisational interest are not appropriate as a lawful basis for the processing of your data, we will instead ask for your consent before using your personal information in that specific situation.
Situations when we use consent to process your data or contact you include:
- Sharing your data with another organisation: We may ask you if you would like your data to be shared with another organisation, such as a visiting theatre company or event organiser. We only do this if you give us your active consent.
- Group booking telephone calls: If you make group bookings for events at our theatre, we may ask you if you would like to be contacted by telephone about forthcoming shows.
- Fundraising information: We may ask you if you would like to receive news and information on fundraising and development initiatives undertaken by The Marlowe.
Legitimate organisational interest
In certain situations we may collect and process your personal information for purposes under the lawful basis of legitimate organisational interest.
However, we only do this if there is no overriding prejudice to you caused by The Marlowe through using your personal information in this way. In these cases we will always keep your fundamental rights and freedoms at the forefront or what we do.
We describe below all of the situations where we may use Legitimate Organisational Interest as the basis for processing your information, or contacting you.
We aim to communicate with you about the work that we do in ways that you find relevant, timely and respectful. To do this, we use data that we have stored about you, such as information on which events you have booked for in the past, as well as any preferences you may have told us about.
We use legitimate organisational interest as the legal basis for sending you marketing communications by post and email. Communications that we send to you may include relevant information about future shows and events, our membership schemes and regular newsletters about the theatre and its future productions.
Postal mailings: In the case of postal mailings, you can withdraw your consent to receive these mailings at any time by visiting our website or talking to a member of our Box Office team. You can also object to receiving these at any time by using the contact details provided at the end of this policy.
However, we may still contact you by post for matters relating to your purchases (such as in the event of a cancelled performance or a problem with your payment).
Email communications: In the case of email, we will give you an opportunity to opt out of receiving emails during your first purchase with us. If you do not opt out at that point, we will provide you with an option to unsubscribe in every email that we subsequently send you. You can withdraw your consent to receive emails at any time by visiting our website or by talking to a member of our Box Office team. You can also object to receiving these at any time by using the contact details provided at the end of this policy.
However, we may still contact you by email for matters relating to your purchases (such as in the event of a cancelled performance or a problem with your payment).
Telephone contact: We may contact you about our work by telephone however we will always get explicit consent from you before doing this.
You can withdraw your consent to receive phone calls from us at any time by visiting our website or talking to a member of our Box Office team. You can also object to receiving these phone calls at any time by using the contact details provided at the end of this policy.
However, we may still contact you by telephone for matters relating to your purchases (such as in the event of a cancelled performance or a problem with your payment).
Analysis of our postal and email communications
We may analyse data that we hold about you (such as past ticket purchase history) to help us ensure that the content and timing of communications that we send you by post or email are as relevant to you as possible.
We may analyse data we hold about you in order to identify and prevent fraud.
Track And Trace Information To Combat Covid-19
In the event of an outbreak of Covid-19, The Marlowe is obligated to share customer details with NHS England so that they can contact any customers who are affected. This includes data for customers who have booked for shows and also visitors to our Green Room cafe and restaurant.
To ensure the safety of our customers and staff we have CCTV cameras installed inside and outside of our building. The footage from these cameras is stored securely and can only be accessed by identified staff. If you have any questions about this please contact firstname.lastname@example.org
Analysis of our website
In order to improve our website, we may analyse information about how you use it and how you interact with the show pages and content that it contains.
To allow us to understand more about who we attract to our events and activities we may undertake data analysis and profiling of our customer database. This provides us with generalised information on our audiences, helping us to understand the geographic and demographic trends of the people who participate in what we do.
Profiling helps The Marlowe to understand which segments of our audience database should be targeted with information about a particular show or service offered by The Marlowe. This allows for The Marlowe’s marketing to be more effective at giving the right information to the most relevant customers.
Profiling is undertaken for The Marlowe by third party organisations, including The Audience Agency and Purple Seven. This process involves The Marlowe securely sharing its customer data with these organisations.
You have the right to object to this processing at any time. If you wish to object, please use the contact details provided at the end of this policy.
To allow The Marlowe to understand what customers think about the quality of the service that it provides to them, we send daily surveys to customers who have attended our events.
These surveys are undertaken and processed by a third party organisation, Purple Seven. This process involves The Marlowe securely sharing its data with this organisation. These surveys may include questions about gender, disability, occupation, ethnicity and age. This information is only used for anonymised and statistical purposes, allowing us to understand which audiences we do, and do not, attract. You are not required to supply this information and it is entirely optional as to whether you choose to do so.
The Marlowe may also send surveys to customers to help understand the quality of the service that it provides in other areas of its operation, including The Green Room restaurant, membership schemes and creative classes.
These surveys are undertaken and processed by third party organisations. This process involves The Marlowe securely sharing its data with these organisations for that purpose.
If you would prefer not to be contacted in this way, please inform us by using the contact details provided below.
Our Use Of CCTV
To ensure the safety of our customers and staff, The Marlowe Trust has a number of CCTV cameras across its estate and acts as the data controller for the video footage that is recorded on these cameras.
The purposes and use of the CCTV system are as follows:
- To meet the requirements of our premises licence for the prevention of crime and disorder in our buildings.
- For the prevention of crime, by dissuading those who are considering undertaking criminal activity on our site.
- To investigate any criminal activity that may have taken place on our premises.
- To supply footage to law enforcement agencies if requested to do so.
- To supply footage to the local authority (Canterbury City Council) if requested to do so.
- To support operational management needs, allowing The Marlowe team to monitor crowd flow and behaviour and to identify and respond to any incidents on our premises when they take place.
- To manage parking on The Marlowe’s site, including ingress and exiting to and from The Marlowe’s yard.
- To support the training and management of The Marlowe’s staff team. Footage will be used to identify and review performance of individual staff members (such as the Front Of House team), to illustrate correct team practices and to train the team on crowd management practices.
- To manage visiting contractors and the work that they are undertaking, to ensure that all contractors are acting in a safe and appropriate manner at all times when on The Marlowe’s site.
- To enable the theatre team to remotely view footage of the theatre’s spaces, to allow for building maintenance and problem solving to be undertaken as and when required.
- To enable the live relaying of activity on our stages to members of our team.
Informing Visitors About Our Use Of CCTV
We inform our visitors about our use of CCTV in the following ways:
- Where areas are covered by a CCTV camera, prominent signage will be displayed to inform individuals of this.
- Marlowe staff members will be informed of The Marlowe’s CCTV policy, ensuring that they are aware that they may be recorded whilst undertaking their role at our theatre and what those recordings will be used for.
Retention of CCTV footage
Recordings of footage from our CCTV cameras will kept for maximum of 30 days after which time all recordings will be permanently deleted.
Footage maybe retained for longer than 30 days if it has been requested by the relevant authorities as evidence for part of a criminal investigation.
Applications For Access to CCTV Footage
If you wish to obtain a copy of CCTV footage that features you, then please contact:
Director Of Technical & Building Services
The Marlowe Theatre,
The Friars, Canterbury. KENT CT1 2AS
In your request, please outline what data you wish to view and in what format to wish to receive it.
There are certain circumstances under which we may disclose your personal information to third parties.
These circumstances are:
- To our own service providers who process data on our behalf and on our instructions (for example our ticketing system software, mailing houses, telesales company, insight analysis providers). In these cases, we require that these third parties comply strictly with our instructions and with relevant data protection laws, for example around the security of personal data.
- Where we are under a duty to disclose your personal information in order to comply with any legal obligation (for example to government bodies and law enforcement agencies).
- To specific and named visiting theatre companies or event organisers whose performances or events you have attended. In these cases, we will always ask for your explicit consent before sharing your data and we also require that these third parties comply strictly with our instructions and with relevant data protection laws, for example around the security of personal data.
Cookies are small text files that are automatically placed onto your device by some websites that you visit. They are widely used to allow a website to function (for example to keep track of your online shopping basket) as well as to provide website operators with information on how the site is being used.
Your debit and credit card information
If you use your credit or debit card to purchase from us or to make a donation, we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).
We optionally allow you to store your card details for use in a future transaction. This is carried out in compliance with PCI-DSS and in a way where none of our staff members are able to see your full card number. We never store your 3 or 4 digit security code.
Our IT infrastructure is provided by East Kent Services whose strategy for compliance with PCI-DSS is outline in their Information Security And Governance Framework And Policies. A copy of this document is available upon request, via the contact information provided at the end of this document.
Maintaining your personal information
We store your personal information for eight years so that, for any subsequent purchases you make, we are able to link them back to a single unique record that we hold for you on our system.
If there are aspects of your record that are inaccurate or that you would like to remove, you can usually do this by logging into your account via the My Account section of our website. Alternatively, you can contact the Box Office team or use the contact details provided at the end of this policy.
Any objections that you make to any processing of your data will be stored against your record on our system so that we can comply with your requests.
Security of your personal information
We will put in place appropriate safeguards (both in terms of our procedures and the technology that we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same.
We will not usually transfer, process or store your data anywhere that is outside of the European Economic Area. However, if such processing does take place, The Marlowe will ensure that companies who undertake it adhere to the EU-U.S. Privacy Shield agreement.
Your rights to your personal information
You have a right to request a copy of the personal information that we hold about you and to have any inaccuracies in this data corrected.
Please use the contact details provided at the end of this policy if you would like to exercise this right
Your right to complain
You have a right to complain where you believe any misuse of your data has taken place. The UK Information Commissioner’s Office can be contacted directly if you believe that we have failed to address your concerns.
Their information may be found at www.ico.org.uk
Contact details and further information
Director of Marketing And Communications
KENT CT1 2AS