Privacy Policy

Privacy Notice

Who we are

The Society of Ticket Agents and Retailers is a company limited by guarantee and registered in England and Wales under registration number 03453544.

Data Protection Policy

The Society of Ticket Agents and Retailers (STAR) is committed to protecting your privacy and security. We will only process your personal data if it is fair and lawful to do so.

How we use your information

This privacy notice tells you what to expect when STAR collects personal information. It applies to information we collect about:

  • Visitors to our websites
  • Complainants
  • Members
  • STAR event attendees and non-members

Visitors to our websites

When someone visits we 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 but we do this in a way which does not identify anyone. Please see our Cookies Policy for further information about the Cookies that we use.


The information provided will be used in accordance with our Privacy Policy for Complainants.


The information provided will be used in accordance with our Privacy Policy for Members.


The information provided will be used in accordance with our Privacy Policy for Non-Members.

Privacy Enquiries

Please get in touch with us if you have any questions about any aspect of this privacy policy.

STAR, PO Box 708, York, YO1 0GT

Privacy Policy for Complainants

Purpose of policy

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

We will only collect and process your personal data if it is fair and lawful to do so.

We only use your personal data to help us deal with disputes raised with us concerning our members, to reply to general enquiries and in communications with our own members.

The purpose of this policy is to give you a clear explanation about how we collect and use the information we collect from you.

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
  • Information about how we keep your personal information secure, how long we maintain it for and your rights to be able to access it

If you have any queries about this policy, please contact the STAR office

Who we are

The Society of Ticket Agents and Retailers is a company limited by guarantee and registered in England and Wales  under registration number 03453544.

Information collection

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

Information you give us

For example when you make an enquiry or raise a dispute with us via email or the contact forms on our website. We will store personal information you give us such as your name, email address, postal address, telephone number as well as details of your enquiry or dispute.

Information about your interactions with us

We will store any correspondence we have with you against the details of your dispute or enquiry. If you supply information on paper then we will scan it and store it electronically with those other details. If we send you emails, we may keep a record of ones you have opened and any links in those emails that you may click on.

Information from third parties

When investigating a dispute with one of our members, we may need to share details or correspondence you have supplied to us to help us resolve the dispute with our member.

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 unless there is a clear reason for doing so. As an example, we may store any information you share with us about your health if it is relevant to the dispute or enquiry you have raised with us.

Legal basis

There are several lawful bases for processing personal data and we will only process personal data when the law allows us to. For the purpose of responding to and dealing with customer queries and complaints, we will use your personal data; where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

Legitimate interests

In certain situations we collect and process your personal information for purposes that are in our legitimate organisational interests, the legitimate interests of third parties as well as wider societal benefits. However we only do this if there is no overriding prejudice to you by using your personal information in this way. We describe below the activities where we use this basis for processing and the legitimate interests.

  1. to record, monitor and report on numbers of complaints and issues raised
  2. to spot key trends and emerging key issues for consumers in the industry
  3. ensure customers of members have access to free dispute resolution where a dispute cannot be resolved with a STAR member
  4. to fulfil role as an approved ADR (alternative dispute resolution) provider
  5. to assist in resolving disputes out of court and avoid potentially unnecessary expenses for parties to a dispute
  6. identify opportunities to improve standards within the industry
  7. improve consumer confidence
  8. to provide free advice and guidance to ticket buyers and potential ticket buying public
  9. to prevent fraud in work with enforcement bodies

Marketing communications

STAR does not undertake any direct marketing to consumers.

Processing activities

We process personal information in the following ways that are within our legitimate organisational interests:

We will always keep your rights and interests at the forefront. 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 handle any dispute you have asked us to consider or provide advice specific to your query.

Third parties

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

  1. To our members as described above, when it is necessary for us to discuss your dispute with them.
  2. To our own service providers who process data on our behalf and on our instructions (for example complaints software service 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.
  3. 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).


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, as well to provide website operators with information on how the site is being used. See our Cookies Policy.

Your payment information

When looking into a dispute on your behalf, it may be helpful for us to have some details about the method of payment you used when purchasing from a STAR member. However, for debit and credit cards, we will only need the name of the card scheme, card provider and/or bank and the last four digits of the payment card. We do not need or collect anything further.

Maintaining your personal information

We store your personal information indefinitely such that, for any further communication you make with us, 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 be removed, 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.

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.

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.

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.

STAR, PO Box 708, York, YO1 0GT

Privacy Policy for Members

Who we are

The Society of Ticket Agents and Retailers is a company limited by guarantee and registered in England and Wales under registration number 03453544.

Who you are

You are a subscribed member or representative of a member of STAR.


    1. We may change this policy from time to time. You can always find the most up-to-date privacy policy on our website at
    2. In this policy, when we refer to 'your information' we mean personal information about you and your membership of STAR which we may collect, use, share, store or process in any other way. This includes information we get from you or from anyone else when you apply for membership or at any other time, through any type of communication [verbal, written or electronic], including through letters, calls, emails, websites [for example, internet protocol [IP] address, cookies], applications, phone systems [we may record and use any phone number you call us from], registrations, researches, promotions and competitions or through membership accounts you currently have or have previously had with us.
    3. When you give us someone else's personal information [such as that of someone who has complained about your service, someone we can contact about an invoice, a senior partner or director], you confirm that you have complied with the General Data Protection Regulation in doing so and that it is fair and lawful for you to give their information to us, other departments within STAR and others as described below, and for us to use it as described in this privacy policy. We will record and use any information you give us about someone else in the same way as we record and use your information, except that we will not share the personal data of complainants or third parties with carefully selected companies providing products or services.
    4. We may collect, use, share, store and otherwise process your information to:
        1. check that you are eligible to become a member;
        2. check your, and your partners' and directors', identity and business status;
        3. manage your membership, including processing any payments you make;
        4. make sure that our records are accurate;
        5. develop and improve our services to you and other members;
        6. respond to any questions you ask or complaints you make; and
        7. protect our interests, including finding you and recovering any debts you owe, checking details we hold about you, and processing and collecting charges.
      1. We will keep your information private and confidential, but we may share it as follows.
        1. With the STAR Council to meet our duties to report anyone who breaches our Code of Practice and help raise standards within the industry.
        2. With other competent authorities such as Trading Standards, National Crime Agency, Police Service and other recognised trade organisations so they can take disciplinary or other appropriate action.
        3. With anyone who has complained about your service for the purposes of legal proceedings brought by or against you.
        4. With anyone we transfer information or our rights and duties under this agreement to.
        5. With another organisation as a result of any sale, restructure, merger or takeover of the STAR, as long as the other organisation uses your information for the same purposes as you originally gave it to us and we used it.
        6. In line with any permission you have given us.
        7. If we have a duty to do so or if the law, public interest, or this agreement allows us to do so. h) With carefully selected companies which provide products or services which may be of interest to you.
        8. If you are fined, issued with a formal warning or cease to be a member or registered for redress with STAR following a breach of your responsibilities and it is in the public interest for that fact to be more widely known.
        9. With the Better Regulation Delivery Office [BRDO] in order that you/your business can join the Primary Authority Scheme. To find out if you/your business has been accepted onto this scheme, please visit their website at

Legal Basis

We will only process personal data when there is a lawful basis for doing so. In these circumstance, we will use your personal data where we need to perform a contract that we have entered with you or are about to enter into.

Privacy Policy for Non-Members

Who we are

The Society of Ticket Agents and Retailers is a company limited by guarantee and registered in England and Wales under registration number 03453544.

Who you are

You have attended a STAR event or shown interest in STAR events, activities and/or membership on behalf of an organisation, but are not currently signed up as a STAR member or you have registered to receive job alerts.

Information collection

STAR will use the information you provide to contact you about the work of STAR and STAR events.

Legal Basis

In these circumstances, we will use your personal data where you have specifically consented to our use of the personal data, for example to sending direct marketing communications to you via email. You have the right to withdraw your consent to marketing at any time by contacting us.


When you engage with STAR to hear about our work or to register for and/or attend our events or receive job alerts and are not a member of STAR, we request that you consent to the following:

I/We would like the Society of Ticket Agents and Retailers (STAR) to inform me of upcoming STAR events and provide updates on the work of STAR. I/We confirm that all the information I/we have given you is true and accurate to the best of my/our knowledge.

I/We consent to and understand that:

  1. you will process personal details about me/us that I/we have shared with you in order for you to provide relevant information about events I/we have registered for and to invite me/us to future STAR events and keep us informed of the work of STAR.
  2. you may contact us by any of the methods for which we supply (or have previously supplied) contact information, (email address, telephone number, postal address) to fulfil my/our request to register to attend and event. We understand that your preference is for written correspondence to be by email, where I/we provide an email address.

Contact details and further information

Please get in touch with us if you have any questions about any aspect of this policy. STAR, PO Box 708, York, YO1 0GT

Cookies Policy

Cookies are information packets sent by web servers to web browsers, and stored by the web browsers.

The information is then sent back to the server each time the browser requests a page from the server. This enables a web server to identify and track web browsers.
There are two main kinds of cookies: session cookies and persistent cookies. Session cookies are deleted from your computer when you close your browser, whereas persistent cookies remain stored on your computer until deleted, or until they reach their expiry date.

How we use cookies:

We use two types of cookies on our websites:

Session cookies that are deleted after each visit.
These enable you to carry out some essential functions on our sites, such as maintaining log in details for the session or a transaction. They also help by minimising the need to transfer information across the internet. They are not stored on your computer and they expire when you terminate your browser session.

Persistent cookies that remain in place across multiple visits to our sites.
These enable us to recognise repeat visitors to the site, and also tailor your user experience based on your previous selections.

Google Analytics Cookie

We use Google Analytics to analyse traffic on this website. Google generates information about website use by means of cookies, which are stored on the users' computer. Full details of the cookies which Google Analytics uses can be found in Cookies & Google Analytics in documentation for Google's Analytics tracking code. You can also read Google's Privacy Policy for Google Analytics.

We don't share the data that Google Analytics collects, and we don't believe that our use of Google Analytics intrudes on your privacy. To opt out of our use of Google Analytics you may wish to consider using the Google Analytics Opt-out Browser Add-on.

Refusing cookies

By using our websites you agree that we can place both essential and non-essential cookies on your device. You can block any cookies from any website through your browser settings. Please see the documentation/support page for the browser you are using for more information about how to disable cookies in your browser.

If you share the use of a computer, accepting or rejecting the use of cookies will affect all users of that computer.