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Privacy Policy

1. Purpose of policy

We are committed to protecting your personal information and being transparent about what information we hold about you. 

Using personal information allows us to develop a better understanding of our visitors and in turn to provide you with relevant and timely information about the work that we do – both on and off stage. As a charity, it also helps us to engage with donors and let you know how you can support us. 

The purpose of this policy is to give you a clear explanation of how we collect and use the information we collect from you directly and from third parties. We use your information in accordance with all 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 
  • Our use of cookies to improve your use of our website 
  • Information about how we keep your personal information secure, how we maintain it and your rights to be able to access it 

If you have any queries about this policy, please contact us at 

2. Who we are

The Citizens Theatre is a theatre building and company based in Glasgow, UK. We are a charity and receive funding from Creative Scotland and Glasgow City Council as well as various trusts, foundations and individual donors and supporters. Our registered charity number in Scotland is SC001337. We are also registered as a company in Scotland under registration number SC022513. 

We are registered as a data controller with the Information Commissioner’s Office and our ICO registration number is: ZB030257. 

Our registered office is: Citizens Theatre, 119 Gorbals Street Glasgow G5 9DS. 

3. Information collection

We collect various types of information in a number of ways: 

Information you give us 

For example: when you register on our website, buy tickets, take part in a participation activity, or make a donation, we’ll store personal information you give us such as your name, email address, postal address and telephone number. We will also store a record of your purchases and donations. 

Information about your interactions with us 

For example: when you visit our website, we collect information about how you interact with our content and adverts. When we send you a mailing, we store a record of this, and in the case of emails, we keep a record of which ones you have opened and which links you have clicked on, unless you have opted not to share this. We do this to understand your preferences and provide you with a better service by informing you of events that will be of interest to you. 

We will occasionally send feedback surveys on shows or events you have attended. These will be sent using a third-party company such as Survey Monkey. We will make it clear whether your response to surveys is anonymous or not. These surveys are entirely voluntary and are used as a tool to help improve our service. 

In addition, when you visit us: 

  • At some performances and events, we may take photographs or record film for archive, marketing and publicity or reporting purposes. We will always display prominent signage where this activity takes place. At Participate events, we will always seek your permission. At public events such as performances, members of the public may request not to be included in images or film by speaking to a member of Citizens Theatre staff. 
  • We have CCTV in the Citizens Theatre building. These cameras record activity for your and our security. All our CCTV cameras are clearly marked, and signs are placed nearby to inform members of the public of their locations. 
  • Information recorded on the CCTV system is protected under the terms of the GDPR 2018 regulations and therefore cannot be given out to anyone unless authorisation is given from the police or courts. Information can be viewed if required if an authorised user is available. Please note that CCTV images on the CCTV system are only held for 21 days before they are recorded over. 
  • If you visit the backstage area of the theatre, we may record your personal details to monitor who is on the premises for safety purposes. 

Information from third parties 

We may receive information about you from a third party when you have given them consent to share your data with us (e.g. where Citizens Theatre presents an event at another venue). We will always make clear in our first communication where this data has been sourced from.   

We will receive information about you if you buy tickets for a Citizens Theatre event through another ticket agent (e.g. See Tickets, or We use this information in order to process your purchase and issue your ticket. 

We receive information from online services such as Google and social media channels including Facebook, X (formerly Twitter), and YouTube. We use this information to provide you with targeted digital advertising about events that we think will be of interest to you. 

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 visitors unless there is a clear reason for doing so. For example, when signing up for our Participate programme of work we require medical information and emergency contact details. We may also request and process information about your disability or additional access needs which allow us to best support your visits to events. 

There are four bases under which we may process your data: 

Contract purposes

When you make a purchase from us or make a donation to us, you are entering into a contract with us. In order to perform this contract, we need to process and store your data. For example, we may need to contact you by email or telephone in the case of the cancellation of a show, or in the case of problems with your payment. 

Legitimate business interests

In certain situations, we collect and process your personal details for purposes that are in our legitimate organisational interests. We only do this, however, if there is no overriding prejudice to you by using your personal information in that way. We describe below all situations where we may use this basis for processing. 

To meet our legal obligations

Where we need to comply with a legal or regulatory obligation e.g. providing Gift Aid status to HMRC. 

With your explicit consent

For any situations where the three bases above are not appropriate, we will instead ask for your explicit consent before using your personal information in that specific situation. 

5. Marketing communications

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 what events you have booked for in the past, as well as any preferences you may have told us about. 

We use consent as the legal basis for marketing communications by post and email. In the case of postal mailings, you may object to receiving these at any time using the contact details at the end of this policy, or alternatively you can log in to your online account at and adjust your contact preferences. In the case of email, we will give you an opportunity to opt out of receiving them during your first purchase with us. If you do not opt out, we will provide you with an option to unsubscribe in every email that we subsequently send you, or you can alternatively use the contact details at the end of this policy. 

We may also contact you about our work by telephone. However, we will always get explicit consent from you before doing this. Please bear in mind that this does not apply to telephone calls that we may need to make to you related to your purchases (as above). 

6. Other processing activities

In addition to marketing communications, we also process personal information in the following ways that are within our legitimate organisational interests. We may: 

  • Analyse data we hold about you to ensure that the content and timing of communications that we send you are as relevant to you as possible. 
  • Analyse data we hold about you in order to identify and prevent fraud. 
  • Analyse information about how you use our website and the content and adverts that you interact with in order to improve our website. 

Occasionally we ensure we are communicating with you in a relevant way by looking into your interests and habits. We do this especially if we are communicating with you about significant philanthropic support, and only by using information that is publicly available, and in strict accordance with data use regulations. Very occasionally, this could include utilising third party wealth screening and insight companies. 

We may contact you to let you know about fundraising campaigns. As a registered charity, we rely on voluntary contributions from our audience and other funders for our work on stage, and in schools and communities across Glasgow and further afield.  We rely on legitimate business interests for postal mailings but would always gain consent to send you an email. You can opt out in the same way as marketing communications – by using the contact details at the end of this policy, or alternatively you can log in to your online account at and adjust your contact preferences. In the case of email, we will give you an opportunity to opt out of receiving them during your first purchase with us. If you do not opt out, we will provide you with an option to unsubscribe in every email that we subsequently send you, or you can alternatively use the contact details at the end of this policy. 

In all of the above cases we will always prioritise your rights and interests. You have the right to object to any of this processing at any time. If you wish to do this, please use the contact details at the end of this policy. Please bear in mind that if you object, this may affect our ability to carry out tasks (as detailed above) that are for your benefit. 

7. Supplying data to third parties

There are certain circumstances under which we may disclose your personal information to third parties. These are as follows: 

  • To our own service providers who process data on our behalf and on our instructions (for example our ticketing system software provider). In these cases, we require that these third parties comply strictly with our instructions and with data protection laws, for example around 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 named visiting/partner companies whose performances you have attended. In these cases we will always ask for your explicit consent before doing so. 

7.1 Key Suppliers 

Spektrix (Ticketing and Fundraising software)
Substrakt (website design)
Purple Seven (evaluation providers)
The Audience Agency (evaluation providers)
Baker Richards (evaluation providers)
DotDigital (emarketing software)
Johnston Mailing (mailing house)
Opayo (payment facilitator)
Cardnet Merchant Services Ltd (payment facilitator)
Donor Debit (direct debit provider) 

8. Cookies

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 basket) as well to provide website operators with information on how the site is being used. 

We use cookies to keep track of your basket as well as to identify how the website is being used and what improvements we can make. 

We also use cookies to optimise the delivery of digital advertising to you. If you decline personalisation, you will still see digital advertisements, but they will not be as relevant to you. We never collect sensitive information, and do not sell any of the data we collect. 

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. 

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. 

We use a mixture of essential and non-essential cookies as part of the booking process in order to ensure you have the best possible experience.

8.1 Essential cookies

In order to keep track of your order it is essential that we store a “session cookie” on your computer. This cookie will last for 24 hours.

8.2 Non-essential cookies

We use a few non-essential cookies to customise your booking experience and help make it easier and more enjoyable for you. These extra cookies are used to store thinks like your login details so you will be automatically logged in each time you visit our site.

We may also install cookies to monitor the success of online marketing activity for this website. Before storing any of these cookies for the first time, we will alert you and ask your permission before proceeding. If you do not wish to store these cookies you will not be able to use that particular feature, but the rest of the site will continue to work correctly.

9. 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 website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over the other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. 

Additionally, we may embed content or services hosted by third party websites, who may in turn store their own Cookies or collect their own information. Services regularly used on this website include, but are not limited to, the following: Google Analytics, Google Tag Manager, YouTube, Google+, Facebook, Instagram. 

11. Your personal information

11.1 Maintaining your personal information 

We store your personal information indefinitely. This ensures any subsequent purchases you make can be linked 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 do this by logging in to your account through our website Alternatively, please use the contact details at the end of this policy. Any objections 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. 

11.2 Security of your personal information 

We will put in place appropriate safeguards (both in terms of our procedures and the technology 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 transfer, process or store your data anywhere that is outside of the European Economic Area. 

11.3 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 at the end of this policy if you would like to exercise this right. 

12. Contact details and further information

Please get in touch with us if you have any questions about any aspect of this privacy policy, and in particular, if you would like to object to any processing of your personal information that we carry out for our legitimate organisational interests. 

Postal address: Citizens Theatre, 119 Gorbals Street, Glasgow, G5 9DS
Email address: 

Updated: 2 April 2024