QuayTickets Privacy Policy

Who We Are

QuayTickets is a primary ticket agency operated by The Lowry Centre Ltd (registration number 3255905), which is in turn a subsidiary of The Lowry (The Lowry Centre Trust - registration number 3168108) which is a national arts organisation and a registered charity. We receive 5.5% of our funding from Arts Council England and Salford City Council. The rest of our income comes from sponsorships, donations and commercial activities such as ticket sales (although a high proportion of our artistic programme is free), conferences and events, catering and retail.

QuayTickets is committed to protecting your privacy. We will use the information that we collect about you in accordance with the Data Protection Act 2018, the UK General Data Protection Regulation and the Privacy and Electronic Communications Regulations 2003.

Your Data Protection Rights

Your right of access

You have the right to ask us for copies of your personal information.

Your right to rectification

You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing

You have the right to object to processing where you have a particular reason for wanting the restriction.

Your right to data portability

You have the right to receive personal data you have provided to a us in a structured, commonly used and machine-readable format, as well as the right to request that we transmit your data directly to another controller.

Our Contact Information

In line with your data protection rights, you can contact our Customer Care team to:

• Have your data corrected, updated or erased
• Make a complaint about how your data has been used
• Opt-out of marketing/promotional material - these materials will only have been sent if you have given your prior consent
• Ask questions about general personal data use or data retention periods.
• Submit a Subject Access Request
• Report a suspected data breach

Email us at: info@quaytickets.com
Write to us at: Customer Care, QuayTickets, Pier 8, Salford Quays, M50 3AZ

You can also complain to the Information Commissioner’s Office if you are unhappy with how we have used your data. Please see the ‘Information Commissioner’s Office’ section at the end of this policy.

Our Privacy and Data Principles

• To provide clear, honest and open information about how we use your data
• To give you the choice about how we use your data
• To use your data appropriately and in a way that would be reasonably expected by you
• To only share your data with other organisations where you have given your consent for us to do so, or where we need to do so in order to fulfil our contract with you.
• To be accountable and responsible: to take active steps to protect your data from harm, and to have separate and enhanced procedures for the use of sensitive data (such as data relating to children or disability)
• To ensure our staff, volunteers and partners (suppliers and artists) understand these principles and their responsibilities in delivering them

What Information We Collect

Buying Tickets

You give us your information when you buy a ticket, buy something on our website, sign up for one of our events, make a donation or Gift Aid declaration, or communicate with us. For specific events where we may need to record any access needs, we will also note these on your customer record.

The information you give us may include:

• Name
• Address
• Email Address
• Contact Telephone Number(s)
• Date of Birth

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).

Email, Web Activity & Social Media

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.

Like most websites, we receive and store certain details whenever you use one of the QuayTickets websites. We use “cookies” to help us make our site - and the way you might use it - better. Cookies mean that a website will remember you every time you visit, unless you choose to delete your cookies. It also helps us understand how you use our website, where we can make improvements and how best to tell our audiences about events they might be interested in. For more information on our Cookie Policy click here.

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 on social media and messaging services like Facebook, LinkedIn, Instagram, TikTok or Twitter, you might give third parties (like QuayTickets) permission to access information from those accounts or services.

From Third Parties

Your information may be shared with us by other organisations and websites, but only when you have indicated that you give your consent to hear from us. You should check their Privacy Policy when you provide your information to understand fully how they will process your data. We will use your data in accordance with the permission you provided for the sharing.

Sharing with Third Parties

We will not share any personal details with any other third parties without your agreement, unless required in order to fulfil our contract with you or required by law.

In general, the third-party providers used by us to fulfil our contract with you will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. These providers include our Ticketing and Events Systems providers, Email and Mail distribution services. We have agreements in place with each to ensure that your data is secure at all times and cannot be accessed or used for any other purpose.

Sensitive Data

Any data regarding children, disability or medical need, religion, political affiliation, sexuality or ethnicity is regarded by us as sensitive, and we take steps to ensure that any such information is only collected where necessary (for example there may be specific events where we need to record any allergens or dietary requirements). We only collect this sensitive data where we have gained your explicit consent, and it is subject to enhanced security measures, used only for the purposes agreed, and erased when no longer necessary.

Lawful Basis & Data Usage

Consent

Marketing

We will rely on your explicit consent when providing marketing/promotional material to you.

When booking a ticket you may be given the choice to also hear from the artistic company you have booked to see. Where you explicitly agree for us to do so, we will pass your data to the relevant company and they will be in touch with you to communicate their own Privacy & Data Policy.

Marketing - Opt-Out

If you change your mind about receiving direct marketing/promotional material from us then you can contact our Customer Care Team at info@quaytickets.com or click the unsubscribe button at the bottom of our emails.

Should you then wish not to hear from an artistic company you previously gave consent to, please get in touch with them directly.

Contract

Delivery of our Services

We will use your data in order to manage our relationship with you. This will primarily be to administer the provision of our services to you.

If you have not agreed to receive marketing communications, we will only get in touch with you regarding your enquiry, booking or contract with us. For example, we may email you to give you important information about the show or dining you’ve booked for with any changes that affect you.

If you have an online account, you can control your communication preferences in the ‘Account Information’ tab of your account. You can also ask the QuayTickets sales agents to update your preferences whenever you make a booking in person or on the telephone.

Legitimate Interests

Where we have used Legitimate Interests as our lawful basis for processing, we have done so by balancing your own individual interests against our means to process and have completed a Legitimate Interests Assessment (LIA) to keep an audit trail of our decision and justification for the processing.

Data Analysis

We process & analyse personal information for certain legitimate business purposes, including the following:

• Where the processing enables us to enhance, modify or personalise our services or communications for the benefit of our customers
• To better understand how people interact with our website and services
• To determine the effectiveness of promotional campaigns or advertising

Legal Obligations

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

Subject Access Requests

In line with the Right to Access, you can ask us at any time to provide you with a copy of the personal data we hold on file for you. All you need to do is contact us in accordance with the details in the ‘Our Contact Information’ section of this policy, mark your communication as a ‘Subject Access Request’ and provide us with a valid form of ID such as a utility bill, passport, driver licence or other valid identity card. Once you have provided us with everything we need in order to complete the request, we will provide the information you requested within 1 month. In the event that your request is complex, we may require more time than this to complete the request, but in such circumstances, we will contact you with further information and a revised timescale.

Reporting a Personal Data Breach

If you believe your Data Protection Rights have been breached in anyway, you can contact us in accordance with the details in the ‘Our Contact Information’ section of this policy. We take personal data breaches extremely seriously and have stringent procedures in place for recording and resolving any such incidents.

Data Transfers

Where data must be transferred outside the UK for processing, this will only be done to countries which are deemed ‘adequate’ in line with UK GDPR regulations, or on the basis of specific arrangements (an International Data Transfer Agreement on approved terms) that provide equivalent protection to the rights of data subjects, if the country’s own laws have not been found to provide adequate protection.

Data Retention

In line with the Storage Limitation principle of the UK GDPR we will not keep your personal data longer than is necessary.

Complaint Data - 7 years
Customer Queries - 3 years
Subject Access Requests - 2 years
Inactive customer accounts - Please get in touch.

Please contact us using the details in the ‘Our Contact Information’ section of this policy for further information on data retention or if you would like your personal data to be erased earlier than the timeframes provided.

Information Commissioner’s Office (ICO)

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk

Updated: 18th September 2026