Brentford FC Privacy Policy
Introduction: about us
Brentford FC takes your privacy seriously and is committed to using your personal data responsibly.
This privacy policy sets out the way in which your personal information is dealt with by Brentford Football Club (“Brentford”, “we”, “us” or “our”). Brentford is part of Brentford FC Limited (a company registered in England and Wales with number 03642327).
We are registered with the Information Commissioner's Office (ICO) as a data controller, with reference number Z9101194.
Introduction: overview of this policy
This privacy policy explains:
when we collect information about you
what information we may collect and how we use it
the sorts of business we share your information with
our legal basis for using your personal information
transferring data outside the UK and EEA
our plans for keeping your personal information secure
how long we plan to keep your personal information
what rights you have concerning your personal information
how to contact us about this policy or your rights
In broad terms, your personal information is used:
to provide products and services (including tickets) that you have purchased or have expressed an interest in
to give you access to the Gtech Community Stadium, our offices or other premises
to perform contracts with youto communicate with you as a Brentford fan
to provide you with information about Brentford’s – and (where you have consented) third parties’ – products, services, matches and events
to personalise and improve your experience of our website and apps
in furtherance of our, and third parties’, legitimate interests as a football club
to support football authority initiatives
for safety, safeguarding, public order, and the prevention and detection of crime and fraud
Further detail is provided below.
When do we collect information about you?
We may collect your personal information when you:
use our website or app
attend the Gtech Community Stadium, our offices or other premises
use a service we make available
enquire about, apply for or buy a product or service, such as a ticket, club membership or item of merchandise
enter one of our competitions
fill in one of our forms (whether online or offline)
agree to take our marketing communications (and/or our sponsors and partners)
apply for a job with us
otherwise communicate or interact with us
What information do we collect about you and how do we use it?
We may collect your:
identity details, including your name, image, sex or gender, date and/or place of birth, social media handle and other identifiers (such as your car registration), and your membership, season ticket holder and ticket-holder identifier and status; and
contact details, including your name, postal address, phone number and email address
and use them:
to deliver products, services (including tickets) and benefits to you
to administer your relationship with us, and deal with correspondence between you and us
to provide you with information and updates concerning matches or other events you have enquired about or have a ticket forfor marketing to you, with your consent (where consent is required)
to provide you with information about products and services you show an interest in, have previously ordered or purchased or communicated with us about (as long as you haven’t opted-out of those communications)
to administer any friends and family arrangement that you may be involved with
for safety, safeguarding, public order, and the prevention and detection of crime and fraud
for behavioural initiatives (such as the Premier League Commitment Regarding Discriminatory and Abusive Conduct) including in relation to the investigation of any incidents at the Gtech Community Stadium
to give you access to the Gtech Community Stadium, our offices or other premises
for the operation and administration of the club according to the rules of relevant football authorities and good industry practice
to monitor attendance at our matches and events
to monitor your Season Ticket usage
to deal with offers, competitions, prize draws and promotions you may enter into or respond to
to process your job application if you apply for a job with us
to communicate with you about changes to our services, website or app, to their terms and conditions, or to this privacy policy
to alert you that you have an online purchase that has not been completed
to ask you to provide feedback or to take part in market research or surveys to assist us with improving the fan experience or our products and services
to comply with the law, and applicable advisory guidelines relating to matters of public health
We may collect your
financial details, including bank account and payment card details that you provide to us and, together with your identity and contact details, use them
to contract with you for, and provide you with, products (such as merchandise and tickets) and services (such as tickets and memberships), including personalising them
to collect payment and/or amounts that you may owe us
to set up payment arrangements that you wish to use to pay for goods and/or services
for the prevention and detection of crime and fraud
We may collect
health, disability or dietary requirements you may have and use them together with your identity and contact details
for ticketing and hospitality purposes
to help ensure your comfort and safety at events you are to attend at our stadium or other venues
We may collect
transaction details concerning products and services (including tickets and merchandise) you have purchased from us, and any feedback you provide on them
and use them
to help us understand how our website and app are used in order that we may improve the quality and relevance of the content that appears there
to track your use of our website and app
to improve the performance, presentation and personalisation of our website and app
for safety, safeguarding, public order, and the prevention and detection of crime and fraud
We may collect
marketing preferences you may have, including any consents you have given us
information about your use of our products and services, including your attendances at matches
and together with your identity and contact details use them
to create a profile of you that enables us to record and respect your preferences
to ensure that we only send marketing communications that you are supposed to receive
to administer loyalty-based offerings
We may collect
photographic and CCTV images and audio-visual recordings of you when you attend our stadium, offices or other premises
and use them
for safety, safeguarding and security purposes
for public order and the prevention and detection of crime
We may collect
identity documents, such as your passport and driving licence
and use them
to make sure that you are who you say you are, if we have a reasonable need to do so
to ensure that you are entitled to a particular age-qualified ticket or membership
We may collect
technical details about your access to the website and app, including
the internet protocol (IP) address you have used
your device’s MAC address
your device’s operating system and platform
browser type and version and browser plug-in types and versions
visit details about your use of the website and app, including
how you reached our website or app
your clicks to, through and from our site
the parts of our website or app that you use and the links you click on
the use you make of individual pages, including your page interactions (such as scrolling, clicks, and mouse-overs)
content you share
adverts seen and adverts responded to
browsing methods
push messages seen and push messages responded to
profile data based on multiple criteria such as your location, demography, age, and other identity detailsyou contribute to us, technical details, and data on perceived or inferred interests and lifestyle based on your use of our products and services or obtained from third parties
and use them
to identify common characteristics and preferences among our fans
to help us understand how our website and app are used
to improve the performance, presentation and personalisation of our website and appto make our products and services, including our website and app, marketing and communications, better and more relevant to you
to make offers to you based on your then-current location (if you have opted to permit us to do this)
Some of these analytics rely on the use of cookies. For more information about the cookies we use and how to prevent them being set on your device, please see our cookie policy at https://www.brentfordfc.com/policies-and-regulations/. Note that if you disable or refuse cookies some parts of our website or app may not function properly.
In limited circumstances, where it is legally permissible, we may collect information about your criminal convictions and, subject to adequate protections being in place, use that information:
for public order and the prevention and detection of crime
We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, such as Brentford’s official partners.
We may use your personal information for record-keeping for the duration of our retention of that data.
Children and young teens
If you are under 18, you should not provide personal information to us unless you have the consent of your parent or guardian. We may seek to verify the consent that has been given.
Where we have been provided with personal information of under 18s, we may use it to make sure that the correct ticket or membership is allocated, correspond about that membership, and for safeguarding purposes.
We won’t knowingly send marketing messages to anyone who is less than 16 years old.
You can use parts of our app and website without giving us personal information.
Our children’s memberships are:
Babees – for up to 2 year olds
Bee Team – for 3 to 10 year olds
The Swarm – for 11 to 17 year olds
Whom may we share your information with or disclose it to?
We may share your personal information with
third party suppliers to provide you with products and services, including tickets, you or others have ordered or to fulfil our contractual obligations to you, for instance:
tickets may be processed by our ticketing services provider
tickets for away Brentford matches may be processed and delivered to you by the home club or its ticketing service
mailing, delivery and logistics providers
personalisation service providers
retailers of relevant products and services
payment service providers that process your payment data
credit and debt management service providers
services that help us in communicating with you, such as messaging and push communications services
services that host, help us to operate, support and maintain our website, app and databases, or that carry out data processing activities on our behalf
social media platforms, such as Facebook, so that we can display relevant advertising to you on their platform; note that your personal information is converted into a pseudonymous unique ID before it is shared with Meta
advertising service providers that provide relevant adverts to you through advertising networks or social media platforms
services that administer or deliver marketing and promotions on our behalf
third parties that assist in keeping our data accurate and relevant
research and profiling services that provide analytics to us
providers of data insights, database management, identity checking and facilities management
third parties, including Official Brentford FC Club Partners, that are permitted to market to you (where you have consented to this)
police, law enforcement or security services to assist in the prevention or detection of crime
third parties to protect people’s safety or security, as permitted by applicable law or if necessary to enforce our contractual rights
We may also share your personal information (in particular, identity and contact details) with
other football clubs for safety, public order and behavioural initiatives (such as the Premier League Commitment Regarding Discriminatory and Abusive Conduct), for the prevention and detection of crime and for the operation and administration of clubs by reference to the rules of relevant football authorities and good industry practice; and
football authorities, such as the Premier League, the Football Association and UEFA, when they ask for information about people attending our stadium or our matches.
We always take reasonable steps to ensure that there are appropriate safeguards of your rights in place, including when we share your personal information.
What is our legal basis for using your personal information?
Depending on the personal information involved and the way in which we use it, our legal basis under data protection law for processing your personal information is:
for the performance of a contract with you, such as when you buy products or services from us;
to exercise our (or a third party’s) legitimate interests in the effective and lawful conducting of our (or their) business and in the provision of information, products and services to you – as long as those interests are not overridden by your rights – see Legitimate Interests below;
to comply with our legal obligations, such as where we are obliged to process information for health and safety or public order reasons; or
that we are legally required or permitted to do so, such as to respond to a police, law enforcement or governmental request or to conform to authorities’ requirements to collect CCTV or audio-visual material
In some instances, we may obtain your consent to processing your personal information, such as for sending you certain marketing messages; you will always have the opportunity to withdraw your consent, but this will not affect any processing undertaken before you do so.
Legitimate interests
The use we make of your personal data – set out in detail above under What information do we collect about you and how do we use it? – is principally necessitated by our legitimate interests in various activities that are typical of a professional football club, such as:
administering memberships, season tickets and match tickets
dealing with purchases of products and services
improving and monitoring our products and servicesmaking our communications, applications and website more appropriate
enforcing and monitoring compliance with our ticket terms and conditions and stadium rules
preventing, detecting, investigating and reporting crime, security incidents, and abusive, discriminatory, offensive and inappropriate content and behaviour
protecting people’s safety
monitoring diversity
conforming with the rules of relevant football authorities
sending marketing materials
conducting market research
dealing with and responding to communications with you
conducting and investigating legal matters and claims
administering applications for jobs and roles
managing activities in which you have chosen to take part
Note that you have the right to object to processing conducted for our legitimate interests. See Object to processing under What rights do you have in relation to your personal information? below.
Other purposes
We will only use your personal information for the purposes stated in this policy, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. We may process your personal information without your knowledge or consent where this is required or permitted by law.
Any wifi services we provide at our stadium or other premises are subject to separate privacy and other terms accessed through those services.
Transferring data outside the UK and EEA
Brentford is, of course, based in the UK. However, sometimes it may be necessary to transfer your personal information outside the United Kingdom and the European Economic Area (EEA) - for example, where a third-party supplier is situated outside the EEA. We will only do so where there are adequate safeguards in place (for instance by means of approved contractual agreements) or it is otherwise lawful.
How do we keep your personal information secure?
We have put in place appropriate security measures intended to prevent your personal information from being accidentally or unlawfully lost or altered, or disclosed or accessed without authorisation. Our employees only process your personal information on our instructions and they are subject to a duty of confidentiality.
We have procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
A password is required to access certain parts of our website and app. You are responsible for keeping your password secure and confidential: please do not share with or disclose your password to any other person.
You may provide us through our website, app or on the phone with payment card details as part of your financial details. This information is used solely for billing purposes. We use a payment services provider that is certified under the PCI-DSS industry standard. Your payment card information is encrypted and transmitted to that payment services provider securely via HTTPS, and is never stored on our computers. We do, however, store the last four digits of your payment card number, which are retained to assist in the resolution of queries concerning payments.
How long do we keep your personal information ?
We keep your personal information for so long as reasonably required to fulfil the purpose that we collected it for (see What information do we collect about you and how do we use it ? above). We will delete, destroy or completely anonymize your personal information - or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is practicable - once we no longer need to keep it for that purpose, or for legal, accounting or tax reasons, to deal with disputes, to defend ourselves against future legal claims or to enforce our agreements. If you are asked to express a marketing preference (such as not to send you direct marketing), we keep a record of that to ensure we respect it subsequently.
We keep a record of CCTV footage for as long as is necessary – typically three months for images recorded within the stadium bowl and 28 days for other imagery. On occasions there may be a need to keep images for longer than this, for example where a crime is being investigated.
We regularly review our personal information retention policies to ensure that we are not holding personal information for longer than is necessary.
What rights do you have in relation to your personal information?
Under data protection legislation you have a range of rights.
Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
Request correction of your personal information that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal information. This enables you to ask us to delete your personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete your personal information where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal information to comply with a legal or regulatory obligation. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms.
Request restriction of processing of your personal information. This enables you to ask us to suspend the processing of your personal information in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; or (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
Request the transfer of your personal information to you or to a third party. We will provide to you, or a third party you have chosen, your personal information in a structured, commonly used, machine-readable format. This right does not apply where our legal basis for processing your personal information has a legitimate interest.
Where we are using your information based on your consent, you can withdraw your consent. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.
You may not always be able to benefit from these rights - for instance if you ask us to delete information which we are required by law to keep or have a compelling legitimate interest in keeping, or if completing your request would cause someone else’s personal information to be revealed. We will let you know if this is the case.
If you wish to exercise any of the rights set out above, please contact our Information Officer by email to the address specified below. You will not have to pay a fee to exercise any of your legal rights as specified above. However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access the relevant personal information (or to exercise any of your other legal rights). This is a security measure we take to help avoid your personal information being disclosed to a person who has no right to receive it.
We may also contact you to ask you for further information in relation to your request to help speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Contacting us
We have appointed an Information Officer who is responsible for overseeing questions in relation to this Privacy Policy. If you have any questions about this Privacy Policy, including any requests to exercise your legal rights, please contact our Information Officer using the details set out below. We will do our best to assist with any queries you have about your personal information.
Email address of Information Officer: [email protected] and use "Privacy" in the email subject line.
Postal address of Information Officer: The Information Officer, Brentford FC, 6th Floor, 27 Great West Road, Brentford, London TW8 9BW.
If you have unresolved concerns, you also have the right to make a complaint to a data protection authority. In the UK, this is the Information Commissioner’s Office (ICO).