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Privacy Notice - Customers of Retail Office

Part 1: Generic Privacy Notice Information

Durham University’s responsibilities under data protection legislation include the duty to ensure that we provide individuals with information about how we process personal data. We do this in a number of ways, one of which is the publication of privacy notices. Our privacy notices comprise two parts – a generic part and a part tailored to the specific processing activity being undertaken.

Data Controller

The Data Controller is Durham University. If you would like more information about how the University uses your personal data, please see the University’s Information Governance webpages or contact:


Data Protection Officer

The Data Protection Officer is responsible for advising the University on compliance with Data Protection legislation and monitoring its performance against it. If you have any concerns regarding the way in which the University is processing your personal data, please contact the Data Protection Officer:

Andrew Ladd, email: 

Your rights in relation to your personal data

Privacy notices and/or consent

You have the right to be provided with information about how and why we process your personal data. Where you have the choice to determine how your personal data will be used, we will ask you for consent. Where you do not have a choice (for example, where we have a legal obligation to process the personal data), we will provide you with a privacy notice. A privacy notice is a verbal or written statement that explains how we use personal data.

Whenever you give your consent for the processing of your personal data, you receive the right to withdraw that consent at any time. Where withdrawal of consent will have an impact on the services we are able to provide, this will be explained to you, so that you can determine whether it is the right decision for you.

Accessing your personal data

You have the right to be told whether we are processing your personal data and, if so, to be given a copy of it. This is known as the right of subject access. You can find out more about this right on the University’s  Subject Access Requests webpage.

Right to rectification

If you believe that personal data we hold about you is inaccurate, please contact us and we will investigate. You can also request that we complete any incomplete data.

Once we have determined what we are going to do, we will contact you to let you know.

Right to erasure

You can ask us to erase your personal data in any of the following circumstances:

  • We no longer need the personal data for the purpose it was originally collected
  • You withdraw your consent and there is no other legal basis for the processing
  • You object to the processing and there are no overriding legitimate grounds for the processing
  • The personal data have been unlawfully processed
  • The personal data have to be erased for compliance with a legal obligation
  • The personal data have been collected in relation to the offer of information society services (information society services are online services such as banking or social media sites).

Once we have determined whether we will erase the personal data, we will contact you to let you know.

Right to restriction of processing

You can ask us to restrict the processing of your personal data in the following circumstances:

  • You believe that the data is inaccurate and you want us to restrict processing until we determine whether it is indeed inaccurate
  • The processing is unlawful and you want us to restrict processing rather than erase it
  • We no longer need the data for the purpose we originally collected it but you need it in order to establish, exercise or defend a legal claim and
  • You have objected to the processing and you want us to restrict processing until we determine whether our legitimate interests in processing the data override your objection.

Once we have determined how we propose to restrict processing of the data, we will contact you to discuss and, where possible, agree this with you.


The University keeps personal data for as long as it is needed for the purpose for which it was originally collected. Most of these time periods are set out in the University Records Retention Schedule.

Making a complaint

If you are unsatisfied with the way in which we process your personal data, we ask that you let us know so that we can try and put things right. If we are not able to resolve issues to your satisfaction, you can refer the matter to the Information Commissioner’s Office (ICO). The ICO can be contacted at:

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

Telephone: 0303 123 1113

Website: Information Commissioner’s Office

Part 2: Tailored Privacy Notice for Retail Office

Customers of Retail Office: How personal data is stored

Data is held in proprietary databases with access limited to those Durham University Staff required to deliver merchandise or tickets

Customers of Retail Office: How personal data is processed

Your data will be processed in line with the delivery of your merchandise or tickets, to collect feedback from your merchandise or tickets or to request details for future merchandise or tickets

Customers of Retail Office: Type(s) of personal data collected and held and method of collection

Retail Office will collect and store data required to deliver your merchandise or ticket enquiry or purchase. This will include your Contact Details (name, address, telephone number, email address). It will also include the contact details (name, address, telephone number, email address) for any other recipient of merchandise or tickets you advise Retail Office staff. Retail Office will also collect and store other personal information required to deliver the correct merchandise or tickets (e.g. clothing size). This information will be collected by telephone, email, letter, paper form, online form or face to face discussion.

Customers of Retail Office: Lawful Basis

When processing your personal data, the University relies on Legitimate Interests to allow delivery of the merchandise, tickets and services requested by your order or enquiry.

Customers of Retail Office: Who the University shares personal data with

Retail Office will share your information with Durham University staff required to deliver merchandise or tickets. Retail Office will also share your information where necessary with third party contractors working at Durham University providing merchandise or tickets service. 

Customers of Retail Office: How long personal data is held

The University keeps personal data for as long as it is needed for the purpose for which it was originally collected. Time periods are set out in the University Records Retention Schedule.

Customers of Retail Office: How to object to the processing of your personal data

Please contact Retail Office on or +44 (0) 191 334 9357

Customers of Retail Office: Visitors to our websites/webpages

When someone visits we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be transparent about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Customers of Retail Office: Use of cookies

A cookie is a simple text file that is stored on your computer or mobile device by a website's server and only that server will be able to retrieve or read the contents of that cookie. Cookies allow websites to remember user preferences, choices and selections, such as what's in your shopping basket. Durham University also make use of the Google Analytics service to understand how you navigate around our site. 

Durham University do not use cookies to collect personal information about you

Customers of Retail Office: Links to other websites

This privacy notice does not cover the links within the site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Customers of Retail Office: Changes to this privacy notice

This privacy notice will be reviewed every 12 months.

Customers of Retail Office: Further Information

For further information please contact Retail Office on or +44 (0) 191 334 9357