Making a complaint

If you are dissatisfied with the way we process your personal data, we ask that you contact us at info.access@durham.ac.uk so that we can try and put things right. If you remain unhappy, you have the right to lodge a complaint with 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: +44 (0)303 123 1113

Website: Information Commissioner’s Office

(Updated July 2026)

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 and retail catering offerings.

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.  We will also use your personal data when you use our app, DU Go, to register as a customer to access promotions and catering offerings.   

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.

DU Go will collect name, validated email address, date of birth to enable relevant offers to be made.

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. 

DU Go personal data will share your data with Lolly, the provider of our EPOS.

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 opssystems@durham.ac.uk

Customers of Retail Office: Visitors to our websites/webpages

When someone visits www.durham.ac.uk 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 opssystems@durham.ac.uk