Who we are
Southbank Centre is a national arts organisation and a registered charity. We receive 40% of our funding from Arts Council England. The rest of our income comes from ticket sales (although a high proportion of our artistic programme is free), commercial partnerships, sponsorships and individual donations.
Southbank Centre is a Charity Registered in England and Wales number 298909. Its trustee is Southbank Centre Limited, a company limited by guarantee registered in England and Wales number 2238415.
What information do we collect?
You give us your information when you buy a ticket, make a purchase from our shop, buy something online or on our website, sign up for one of our events, update your preferences on our website, tell us your story, make a donation or communicate with us. We also keep your details when you sign up to receive email from us. If you have signed up to our Access Scheme we will note this in your customer record.
We maintain a record of your transaction history, but we never store your card number (although we may keep a note of the last four digits to help us identify transactions).
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 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
Depending on your settings or the privacy policies social media and messaging services like Facebook, LinkedIn or Twitter, you might give third parties (like Southbank Centre) 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 or information that has been published in articles/ newspapers
How we keep your details safe and secure
Your personal data will be held and processed on Southbank Centre’s systems or systems managed by suppliers on behalf of Southbank Centre. We maintain a customer relationship management (CRM) system to hold contact details and a record of your interactions with Southbank Centre 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.
What we use your personal information for
We aim to be clear when we collect your data and not to do anything you wouldn’t reasonably expect.
If you make a purchase, sign up for an event or give a donation we usually collect your name, contact details and your bank or credit card information (if making a transaction). Where it is appropriate (and you have the right to decline to give this information) we may also ask for your age, gender, ethnicity, information relating to your health or, if making a donation, why you have decided to donate to us.
We use this data to provide you with the events, products, services or information you asked for, ensure we know how you prefer to be contacted, understand how we can improve our communications or events, administer your donation or to process Gift Aid.
When you register on our website, you can visit the ‘My Account’ section to choose whether you would like to receive marketing and fundraising communications from Southbank Centre by email or post. Once you have an account, you can manage your preferences at any time. We will not contact you for marketing and fundraising purposes unless one of these boxes is ticked. We will include opt-out instructions in any marketing or fundraising communications you receive from us.
Giving you control
With your consent, we will tell you about events, concerts, shop offers, priority booking and information about our site (for example when our roof garden opens, or updates on building works on site). Occasionally, we may include information in these communications from partner organisations or organisations who support us. We make it easy for you to tell us how you want to hear from us (by logging onto our website and updating your preferences in the “My Account” section) or by telling our Ticket Office team over the phone or in person. You can opt out from these marketing communications at any time - every email sent to you will tell you how to do this.
We do not sell personal details to third parties for any purpose. We will only share personal details for the purposes of marketing if you have given explicit consent for us to do this. But if we run an event in partnership with another named organisation your details may need to be shared in order that they can help us run the event.
If you have opted out of marketing communications, we may still get in touch with you. For example we may email you to give you important information about the events you’ve booked or to tell you about any changes.
We will give you the opportunity to opt out, at any time, from any marketing or fundraising email communications and postal fundraising communications you receive from us.
Southbank Centre as a charity and how we respect our donors
Southbank Centre relies on charitable support to maintain our world-class programme and to make this available to everyone.
You can opt in to receive information about supporting Southbank Centre by logging in to our website and updating your preferences in the “My Account” section, or by telling our Ticket Office team 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 Supporters Circles 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.
Our donors tell us that tailored and relevant communication is a priority for them and we constantly review this and listen to you to make sure we are getting this right.
In addition, we invite some people who might be interested in joining one of our supporter groups to special events eg. drinks receptions or rehearsals or to tell you about extra benefits including priority booking. Guests we invite might include current supporters, Members, people who have given donations in the past, audiences who attend concerts and events regularly, audiences who have identified specific programme interest in the “My Account” section of our website, 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).
We invite a select number of guests to our events as places are limited but host several events a month to meet as many of our supporters as possible. If you haven’t had an invitation but would like to attend, just contact [email protected] to get in touch with the team.
We may share anonymised personal information with other organisations, particularly Arts Council England, who use this to analyse our audience development programmes, ticket sales and self-generated funding to understand the impact of the public investment made in Southbank Centre.
Many of the events at Southbank Centre are presented in partnership with other companies such as with our Resident Orchestras and other artistic organisations and promoters. We will let them know about your booking and share your name and contact details with them but they can’t contact you unless you select either the Email or Post option under ‘I would like to hear about events, news and offers from the artists or companies presenting the events I’ve booked’ as part of your booking online, at the Ticket Office or over the phone. We will not share sensitive information or your payment details.
We sell tickets on behalf of our Resident Orchestras, and we share our customer relationship database with them. If you buy a ticket from southbankcentre.co.uk for a Resident Orchestra’s performance, your name, contact details and record of the tickets you have bought will be visible to that orchestra. The orchestra will use your data for for customer service and analysis. If you select either the Email or Post option under ‘I would like to hear about events, news and offers from the artists or companies presenting the events I’ve booked’, the Resident Orchestra may additionally contact you for marketing purposes.
If you would like us to stop sending your data to our partners, you can change your preferences in the “My Account” section of our website. If we have already given your data to another company, we can’t remove you from their mailing list. To opt in or out of marketing or other communications from another company, please get in touch with them direct. They should always provide instructions for opting out in any marketing or other communications you receive. If you need help, please contact us using the details in the ‘contact us’ section below.
We will not otherwise share your personal information with third party organisations.
Sometimes we ask you to provide sensitive information, for example when you book for certain events or participate in some activities, or 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.
You have the following rights related to your personal data:
- The right to request a copy of personal information held about you
- The right to request that inaccuracies be corrected
- The right to request us to stop processing your personal data
- The right to withdraw consent
- The right to lodge a complaint with the Information Commissioner's Office or Fundraising Regulator
- Email us
- Or write to us at: Data Protection, Customer Services, Southbank Centre, Belvedere Road, London. SE1 8XX