Privacy & Legal

Privacy Policy

Appetite is led by New Vic Theatre (Stoke on Trent & North Staffordshire Theatre Trust Ltd).

Purpose of policy

We are committed to protecting your personal information and being transparent about what information we hold about you and how we use it, in accordance with the General Data Protection Regulations 2018 (EU). Using personal information allows us to develop a better understanding of our customers 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 potential donors and supporters.


The purpose of this policy is to give you a clear explanation about how we and all of our subsidiaries 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 and when we may use that information
  • In what situations we may disclose your details to third parties
  • Your choices about the personal information you give us
  • Information about how we keep your personal information secure, how we maintain it and your rights to be able to access it
  • Our use of cookies to improve your use of our website
  • What to do if you have a complaint about the use of your data

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

Who we are

Stoke on Trent & North Staffordshire Theatre Trust Ltd, (New Vic Theatre) is a charity and is funded by Arts Council England, Newcastle-under-Lyme Borough Council, Staffordshire County Council and Stoke on Trent City Council as well as various trusts, foundations and individual donors and supporters. Our registered charity number in England and Wales is 253242 and we are also registered as a company in England and Wales under registration number 911924. Stoke on Trent & North Staffordshire Theatre Trust Ltd trading subsidiary is New Victoria Theatre Projects Ltd registered as a company in England and Wales under registration number 1949564.

Information collection

We collect various types of information and in a number of ways. We only collect these personal details when you specifically provide them on a voluntary basis. This information comes directly from you and with your consent when you sign up for our mailing lists, buy a ticket on the website, in person or over the phone, answer a survey, or email us with feedback, or participate in any workshops, classes or programmes.. We also use Cookies on our website (see below for further information about our use of cookies).

Information you give us

When you register on our website, buy tickets or make a donation, we’ll store personal information you give us such as:


Information about your interactions with us

For example, when you visit our website, we collect information about how you interact with our content and ads. 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.

Information from third parties

We occasionally receive information about you from other arts organisations who have asked you for explicit consent for us to contact you. In such instances, we will contact you only once in order to confirm that you would like to receive further communications from us.

Sensitive personal data

(GDPR) Data Protection law recognises that certain categories of personal information are more sensitive such as health information, ethnicity, religious beliefs and political opinions. We do not usually collect this type of information about our customers unless there is a clear reason for doing so.
[For example, we may collect health information about participants in our programme of classes and courses, details of particular benefits claimed by our customers or accessible seating requests]

Legal basis

There are three 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 post, email or telephone in the case of cancellation of a show, or in the case of problems with your payment.

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

With your explicit consent
For any situations where the two bases above are not appropriate, we will instead ask for your explicit consent before using your personal information in that specific situation (e.g. Fundraising telephone campaigns or sharing your data with a third party organisations).


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 our legitimate organisational interest as the legal basis for 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.

In the case of email communications we will provide you with an option to unsubscribe in every email that we send you, or you can alternatively use the contact details at the end of this policy to update your preferences.

We may also contact you about fundraising activities under Legitimate Interest by post. We will only contact you by email and telephone, where you have given your explicit consent. 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).


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.

We may analyse data we hold about you in order to identify and prevent fraud.

In order to improve our website we may analyse information about how you use it and the content and ads that you interact with.

We may also process information in order to fulfil our statutory obligations and regulatory responsibilities, for example, if you make a donation and choose to make a Gift Aid declaration, we will share your details with HMRC
In all of the above cases we will always keep your rights and interests at the forefront to ensure they are not overridden by your own interests or fundamental rights and freedoms. 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 above that are for your benefit.

Data Sharing

The New Vic Theatre will NEVER sell your personal information to others.
From time to time, we may share postal address information or email address information with specific named visiting companies whose performances you have attended. In these cases we will always ask for your explicit consent before doing so. In these cases, the relevant companies will adhere to the Data Sharing agreements in place between us.


These companies include Royal Exchange, Manchester, The Tobacco Factory, Stephen Joseph Theatre, Northern Broadsides, Dukes Theatre, Lancaster, Octagon Theatre Bolton, Oldham Coliseum, Music-in-the-Round and Hull Truck Theatre.


In addition, Appetite companies include: Paines Plough, Audience Agency and Creative Communities Unit at Staffordshrie University who lead our evaluation.


We will NEVER share this information without your express permission.


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 as 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.


The New Vic uses cookies to:

  • determine if you are logged in or not
  • remember your search settings
  • remember if you have accepted our terms and conditions

By using the New Vic Site you are agreeing to the use of cookies as described.  You can find out more about cookies at

Your Information

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). You can find more information about this standard here.


If you’ve purchased tickets online your card tickets will be stored with our third party ticketing provider, You can find out more about their privacy policy here.


In addition, whenever you purchase tickets, we may be required to share your personal details with a third party credit card processor to facilitate completion of your transaction. The credit card processor may share the same information with your credit card issuer for the issuer’s use in connection with gathering data related to use of their cards, rewards programmes or other purposes. You are urged to read and become familiar with the privacy policies governing the use of your credit cards.


Any third parties who access your data in the course of providing services on our behalf (for example, credit card processing) are subject to strict contractual restrictions to ensure that your data is protected, and in compliance with applicable data protection/privacy legislation.


Please note that we reserve the right to access and disclose personal data to comply with applicable laws and lawful government requests and to protect both ourselves and our users.


Maintaining your personal information
We store your personal information indefinitely such 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, please use the contact details at the end of this policy to let us know. 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.


We do not store your card details electronically, however if you purchase tickets or other merchandise using a  card, we will retain a paper copy of your  card details for a length of time reasonably necessary to process any future transactions related to your purchases, including refunds and charge-backs; and for any period legally required.


To protect your data, we do not store personal or payment information on the internet.
If we have cause/reason to share your data with third parties as discussed above, this will be done in a secure and encrypted manner.


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.


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.


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.

Complaints Procedure

You have the right to lodge a complaint about the use of your data either by using the contact details at the end of this policy or by contacting the ICO here or by calling 0303 123 1113.


If you contact us to lodge a complaint, we will respond within 21 working days.

Links to / from other websites

Our website contains links to other internet websites which we do not operate and other internet websites may contain links to our website. We are not aware of, and are not responsible for the privacy policies, practices or content of such other websites. We encourage website visitors to read and become familiar with the privacy policies maintained by such other websites.

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.
Data Controller
New Vic Theatre
Etruria Road
Policy last updated May 2018