Primary Ticket Limited (trading as Nederlander Theatres) is committed to protecting your personal information. We value the relationship that you have with us and respect that any information you supply is personal to you.
We will at all times only collect and process your personal information in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 and, from 25 May 2018, the General Data Protection Regulation.
What information do we collect?
We collect information that you provide when you create an account and/or purchase tickets through us, and in the ordinary course of your relationship with us (if you contact us directly, either over the phone or in writing via email, post or social media channels).
The information that we collect from you may include your name, address, e-mail address, telephone number, and details of any purchases (including access requirements) for shows at our theatres or purchased through Primary Tickets Limited. Please note, we will not hold payment information for any longer than it takes to process your transaction.
In order to make sure our website is the best that it can be for those using it, we may also collect details of your IP address when you are using it. This helps us to know what browser and device our customers are using.
We collect information when customers:
- Create an account on nederlander.co.uk, either by signing up to our e-newsletter or by booking a ticket online.
- Book tickets in person at the Box Offices at either the Aldwych Theatre or the Dominion Theatre.
- Contact the Aldwych Theatre or Dominion Theatre by phone to book tickets.
The information we collect depends on what you share with us – this may include:
- Email address
- Date of Birth
- Contact telephone number(s)
- Payment card details (please note, we will not hold payment information for longer than it takes to process your transaction)
- Delivery address(es)
- Billing address
- Access information and/or any other details to help facilitate your theatre visits
- Nederlander Theatres booking history
Details of customers’ access requirements are kept on our system after their visit, in order to facilitate an easier booking process for their return to a Nederlander venue. If you would like to see your stored access information at any time, or would like us to delete it from our system, please email [email protected].
CCTV recording equipment is in use in and around our venues for internal monitoring and security purposes. In the interest of public safety, captured footage may be shared externally with security services and the Society of London Theatres.
We may collect the following information from visitors to our website:
- Automatically populated IP address: a public IP address is a unique number which allows a computer, group of computers or other internet connected device to browse the internet. This information is collected to help manage the website, to audit the geographical make-up of users and to establish user behavior on the website.
- Cookies: for further information on about cookies and how we use them, please see our Cookies Policy.
From time to time we carry out data hygiene procedures to ensure that our data is correct and accurate. This includes merging records where, for example, they share a customer name and address.
Our website contains links to the websites of our partner organisations. If you follow a link to any of these websites, please note that they have their own privacy policies and we do not accept any responsibility or liability for these. Please check these policies before you submit any personal information to these websites.
How do we use it?
Your information is used to create your account, facilitate your visit, and help us to better understand our audience and their needs, so that we can continue to improve.
Select information is shared with the producers of the shows for which you have booked. This is for audience analysis purposes only, unless you have specifically chosen to receive marketing communications from the producer.
If you have not chosen to receive information from Nederlander Theatres, we will not contact you beyond facilitating your visit.
If you have chosen to receive email marketing communications from Nederlander Theatres, we will contact you by email to let you know about shows, products and services that we think you may be interested in.
When you create an account or purchase tickets, you may also be asked if you wish to receive information from other carefully selected third party arts organisations, including the producers of the show you are booking for. If you do not wish to receive marketing information from third party organisations, please ensure that you do not tick these options.
You can change your contact preferences at any time by amending your account here.
To facilitate visits and carry out contracts with customers, we:
- Fulfil ticket and merchandise requests, and confirming such orders.
- Process payments. (Please note, we do not hold payment information for any longer than it takes to process your transaction.)
- Ensure that all hospitality orders are met.
- Inform our Front of House team of any audience members’ access requirements ahead of a performance.
- Contact you with important information and updates regarding your booking, e.g. reminding you of an upcoming performance by email.
In order to get a better understanding of our audiences’ needs, we analyse general booking behaviour and customer demographic information. This analysis is usually conducted on anonymised data.
Where we have justifiable reason, we classify our audience in certain segments or lists. One such reason is ensuring that we are sending relevant marketing communications to you (where consent has been given). For this, we may segment customers according to which shows they have booked for previously, and how frequently they have engaged with earlier marketing emails.
Nederlander Theatres currently operates three theatres in London: Aldwych Theatre, Dominion Theatre and Adelphi Theatre (owned in conjunction with LW Theatres). By opting in for communications from Nederlander Theatres, you agree to receive emails regarding shows, events, products and services at or available from all three theatres and the Nederlander Group, including shows produced or co-produced by the Nederlander Organization and/or its affiliates. Our group booking department may also contact certain customers about group discounts for shows across the West End.
We may share your personal information with any member of our group, which means our subsidiaries, affiliates and ultimate holding company, as defined in section 1159 of the UK Companies Act 2006. From time to time, our group companies may contact you by post or by e-mail with information or offers regarding upcoming events, products, services or customer services at Nederlander Theatres in the UK and the USA.
We may share anonymised data with producers and partner organisations. This will be limited to the customers for the associated shows, in order to give the producers and partners a general picture of their show’s audience.
How do we protect your information?
Nederlander Theatres do not share, sell, rent or trade your personal information to any third parties for any purpose without your prior consent. We have put in place reasonable safeguards to protect your data.
Our customer data is stored securely on Spektrix, Nliven and Activity Stream systems.
All Nederlander Theatres’ staff with access to personal data are contractually required to process and store it in accordance with GDPR guidelines.
We will keep your information only for as long as is reasonably necessary for the purposes set out in this privacy notice and to fulfil our legal obligations. We will not keep more information than we need.
Please be aware that no data transmission over the internet is 100% secure, so we cannot guarantee the complete safety of information you choose to disclose to us online.
If you have an online account, or gave us your email during your booking, you can easily change your details and contact preferences online at any time by logging in here.
Every email we send to you will include details on how to change your communication preferences or unsubscribe from future communications. If you had chosen to receive information from us by email but no longer wish to, you can unsubscribe here.
If you would like to alter your personal details, or how we use them, you can sign into your online account and make any changes required. Alternatively, please contact us using the details below, and we can do so for you.
If you ask us to stop sending direct marketing communications to you, we will keep the minimum amount of information (e.g. name, address or email address) to ensure we adhere with such requests.
Getting in touch
You can request full details of personal information we hold about you under the General Data Protection Regulation by sending a description of the information you would like to see, together with proof of your identity, to [email protected].
If you have any concerns about the way in which we have used your data, or would like us to remove any of the personal information we hold about you, please email [email protected].
We request that all complaints are made in writing and, to facilitate a quick response time, we recommend contacting us by email on [email protected].
Letters should be sent to Nederlander Theatres, 268-269 Tottenham Court Road, London W1T 7AQ.
To speak to someone, please call +44 (0)20 7927 0900 (option 5).
We aim to respond to all data complaints within three working days of receipt. If further investigation is needed, we will acknowledge receipt of the complaint and detail the revised timeframe.
If you do not feel that your complaint has been suitably addressed, you have the right to lodge a complaint with the supervisory authority, The Information Commissioner’s Office (ico.org.uk).
This notice was updated on 15 November 2022. It may be updated to take into account changes at the Nederlander Theatres or to reflect changes to regulation or legislation.