On this page you can find our terms and conditions, privacy policies and complaints procedure. If you can’t find the information you’re looking for, please email: [email protected] or call 0113 244 4343.

Privacy Statement


Thackray Medical Museum is committed to protecting your personal information when you use any of our services. Whether you are a visitor, supporter, or volunteer we want to be transparent about the data we hold so that you feel confident about giving us your information.

This Privacy Policy gives you detailed information on when and why we collect your personal information, how we use it and how we keep it secure.  If we make changes to this policy, we will make sure this page is updated. We will never sell your personal data and will only share it with organisations we work with when it is necessary, and the privacy and security of your data is assured.

This policy will cover:

  • Who are ‘we’?
  • What personal data do we collect?
  • Why we collect your personal information and how we use it
  • How we handle your information
  • How we protect your data
  • Your choice
  • How to access your personal information (Subject Access)

Please see the separate section further down this page for information on Cookies.

In this policy ‘we’, ‘us’ and ‘our’ refer to Thackray Medical Museum. Our aim is to become the UK’s leading medical museum by delivering innovative and inspirational learning opportunities rooted in the heritage of medicine and healthcare.

Thackray Medical Museum is a charity, no.1016169. Company no.02772412.

Thackray Medical Museum also runs Thackray Medical Museum Trading Company Ltd, a wholly-owned trading subsidiary.

What personal data do we collect?

We collect your personal information to allow us to carry out our business, provide the particular service you have requested and to keep you informed. We will only ever collect information that is relevant and proportionate, and we will not collect or store information unnecessarily. Examples of personal data we may collect include your name, postal address, email, telephone number or banking details.

When you interact with us we will collect personal data in connection with that specific activity. This may include buying admission or event tickets, registering as a museum Friend, booking an event, donations, volunteering, conducting research, employment etc.

The information we collect will vary according to the type of activity, but examples include:

  • Personal details – your name, email, address, telephone number etc.
  • Sensitive personal data – access requirements or pertinent medical information to make sure we offer you the best level of service and customer care when you are on-site.
  • Financial information – bank details and payment information such as credit or debit card and whether donations are Gift Aided.
  • If you enquire about our education programme or conferencing facilities, we will record information on where you work.
  • Email and newsletter records including emails sent, emails opened by you and links opened by you.
  • Information regarding any donations you have made to the museum.
  • Marketing preferences.
  • Publicly accessible profile information from the internet including Facebook, Instagram and Twitter.
  • CCTV images of you when you visit the museum.
  • Anonymised information: IP address, operating system, cookies.

Why we collect your personal information and how we use it

The information we hold on you will be used in several ways depending on your interaction with us.

To carry out our business and to provide a service, or carry out a contract with you:

  • To fulfil ticket, merchandise, donation and membership requests.
  • For administration purposes e.g. for Gift Aid.
  • To process payments.
  • To contact you with important information in advance of your booking or purchase, such as confirming your order, reminding you of an upcoming event you’ve booked or letting you know about changes that may affect your visit, including cancellations.
  • For internal record keeping – e.g. for employees and volunteers.
  • To thank you for donating to us and telling you how your money will be well spent.

Where we have your consent:

When appropriate, we will ask for your explicit consent before using your personal information, for example:

  • To send you updates via email about what’s on, offers and news or about supporting us.

You have the right to withdraw your consent at any time.

Where we have justifiable reason (including legal obligation and legitimate interest):

We collect and process your personal information for purposes that are in our legitimate organisational interests. We do this carefully, and in a way that we believe there is no overriding prejudice to you by using your personal information in this way.

  • To enable us to contact you about similar products and services (including events and activities) available at Thackray Medical Museum.
  • To enable us to email you a survey after visiting the museum or attending an event in order to evaluate its success and improve the museum’s programme and facilities.
  • To learn about your interests and preferences so that we can contact you with information that is relevant to you.
  • To help us target our marketing communications and adverts so that they’re more relevant to you.
  • Measure and understand how our audiences respond to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective.
  • For classifying our audience into groups or segments, using booking and publicly available information. These segments help us to understand our audience better and ensure we’re sending relevant messages to each group.
  • Storing CCTV images of people within the premises for monitoring and security purposes.
  • Undertake due diligence to detect and reduce fraud and credit risk.
  • To analyse the way in which our website is used and the content and links that you interact with, in order to improve our website services.
  • To take reasonable and appropriate steps to know who our donors are, particularly when significant sums are being donated.
  • To conduct research, including accessing publicly available information on prospective donors or corporate partners, including individuals and organisations, to ensure that accepting support is in our best legitimate interest.  Any information we do collect for this purpose will only consist of what is necessary for us to meet these requirements and will be processed in line with your rights.

You have the right to object to any processing of your personal data which has our legitimate interests as its legal basis if you believe your fundamental rights and freedoms outweigh our legitimate interests.  To object, please contact us at [email protected]

How we handle your information

Thackray Medical Museum will never share, sell, rent or trade your personal information to any third parties for marketing purposes without your prior consent.

Some of our service providers may have access to your data in order to perform services on our behalf, for example during payment processing. They will not use your data for anything other than the clearly defined purpose relating to the service that they are providing.

  • We use our website to sign you up to our E-Newsletter database. Our website is provided by Maraid Design.
  • We share booking data with SHINE, our catering partner, to provide catering services.
  • We use Gateway Ticketing Systems UK to process our ticket sales (on-site and online) and to report on your order history, donation history and to show trends in sales patterns.
  • We use Microsoft Dynamics to report on sales, show trends, hold mailing lists, process memberships and keep in touch by email.
  • We use Mailchimp to send newsletters and emails.
  • We use Survey Monkey to send post visit surveys to evaluate our performance and facilities.
  • We use the National Fundraising Scheme (charity no 1149800) to process donations made via the website.
  • We use Sage and Brightpay for finance and payroll.
  • We may use other similar services provided by other parties, but which do not adversely affect your rights on the terms of this notice.

Thackray Medical Museum is not responsible for the privacy notices and practices of other websites even if accessed using links from www.thackraymedicalmuseum.co.uk and recommends that you check the notices of each website you visit and contact its owner or Data Protection Manager if you have any concerns or questions.

How we protect your data 

Thackray Medical Museum is committed to protecting the personal information you entrust to us. We adopt robust and appropriate technologies and policies, so the information we have about you is protected from unauthorised access and improper use.

As part of the services offered to you through Thackray Medical Museum website, the personal information you provide may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen if any of the computer servers used to host the website are located in a country outside of the EEA. If Thackray Medical Museum transfers your personal information outside of the EEA in this way, we will take steps to ensure that your privacy rights continue to be protected as outlined in this privacy notice.

Thackray Medical Museum may transfer your data to the USA to organisations such as Facebook, Google and Mail Chimp.

We will keep your information only for as long as is reasonably necessary for the purposes set out in this privacy notice and to fulfil our legal obligations and we will not keep more information than we need. The retention period will vary according to the purpose. Where there has been no interaction with you (e.g. a purchase or email opened), your record will be deleted after 24 months. For further information about how long we will keep your information, please contact us to see our full retention policy using the contact details outlined in this notice.

Your choice

It is your choice as to whether you want to receive information about our news, events and activities and the ways you can get involved. If you do not want us to use your personal information in these ways, please let us know.

You may opt-out of our marketing communications at any time by clicking the ‘unsubscribe’ link at the end of our marketing emails. You can also change any of your contact preferences at any time (including telling us that you don’t want us to contact you for marketing purposes by telephone, email or by post) by contacting us on 0113 244 4343 or [email protected].

How to access your personal information (Subject Access)

You have the right to access the information that Thackray Medical Museum holds about you. You can ask us to:

  • Confirm that we are processing your personal data.
  • Give you a copy of that personal data.

You also have the right to rectify any inaccurate information we hold about you.

To request your information contact us in writing at Thackray Medical Museum, Beckett Street, Leeds, LS9 7LN, verbally on 0113 244 4343 or via email at [email protected].

There is no fee for Subject Access Requests and we will respond within 28 days.

Notice updated on 09 August 2019

Terms and Conditions of Ticket Sales

  • When purchasing online your tickets will be sent as an attachment to the email confirmation.
  • Please inform us if any of the above details change during the year.
  • Tickets bought online are non-refundable.
  • Annual tickets are non-transferable – they can only be used by the named pass holder.
  • An annual ticket must be presented in person at reception in order to gain re-entry. Normal admission times apply.
  • In the event that you lose your annual ticket, a new ticket can only be issued on production of your payment receipt.
  • Please note that the annual ticket is not valid for school trips, birthday parties and group visits.
  • Annual tickets are valid for 12 months from the date of your purchase.
  • An annual ticket cannot be used to gain free entry to additional events where an extra fee is charged unless specifically stated.
  • Group discount applies to groups of ten or more and cannot be purchased via the website (excludes family tickets, birthday party groups and educational groups).

Special Event Ticket Sales

  • Tickets sold for special events are valid solely for the specified event and date stated on the ticket and are not valid for 12 months, unless otherwise stated.
  • Should cancellation of a special event be necessary, the Thackray Museum of Medicine will attempt to contact all customers who have purchased tickets to arrange an exchange. If an alternative event date cannot be agreed, the Thackray Museum of Medicine agrees to refund the full price paid. The Museum cannot compensate a customer for expenses associated with a cancelled event such as travel or accommodation.

Terms and Conditions of Entry

  • An adult (seventeen years old or over) must accompany any child under the age of fourteen.
  • Concession/discounted tickets will only be issued on production of valid ID.
  • The Thackray Museum of Medicine cannot accept responsibility for the loss of any personal items.

The Museum reserves the right to…

  • Refuse admission and/or cancel any annual passes suspected of being used fraudulently.
  • Refuse entry into or remove from an event, any person.
  • Vary the opening and closing dates of the Museum and to close, remove or cancel all or any part of the exhibits, events or facilities for any reason.
  • Change these terms and conditions as necessary, at any time.

Terms and Conditions of Parking

  • Pay and display parking applies to all users and is not included in museum admission charges.
  • All vehicles must display a valid ticket or permit in their front windscreen or on the vehicle dashboard at all times.
  • Vehicles must not cause an obstruction or park outside the marked bay.
  • Vehicles must not park in reserved bays without authority.

The Museum car park is private land and the museum reserves the right to:

  • Close all or part of the car park at any time without notice
  • Change these terms and conditions as necessary, at any time

The Museum car park is owned by Thackray Museum of Medicine and managed by Leeds Teaching Hospitals.

Complaints Policy and Procedure

The Thackray Museum of Medicine (TMM) is committed to providing a level of service which meets the satisfaction of all visitors to the Museum and users of our services. One of the ways in which we can continue to improve our service is by listening and responding to the views of our visitors, users, customers and stakeholders, including responding positively to complaints and by putting mistakes right.

TMM is a member of the Museum’s Association and seeks to abide by the Code of Ethics for Museums, in particular with regard to upholding the highest levels of institutional integrity and personal conduct at all times.

TMM aims to ensure that:

  • making a complaint is a simple process;
  • all complaints are treated as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • complaints are dealt with promptly, politely and, when appropriate, confidentially;
  • responses to complaints are handled correctly, for example, giving an apology or explanation where we have got things wrong, or information on action taken;
  • we learn from complaints and use them to improve our service.
  • Complaints and outcomes are properly recorded and monitored

TMM acknowledges that complaints may be received through a variety of channels, including but not limited to, verbally, written feedback or through digital formats like social media. If the complaint cannot be resolved through see channels, the complainant will be asked to make their concern known formally by email or letter.

The complaint will be logged and acknowledged within 5 working days. A formal response will be issued within 20 working days (if this is not possible within the time stated, the complainant will be notified and the reasons given).

If the complainant is not satisfied with the response to their concern, an internal review can be requested by contacting the Chief Executive of the Thackray Museum of Medicine, Edward Appleyard.

You can read our complaints policy and procedure in more detail here: TMM Complaints 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. We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store and use this information. Google’s privacy policy Most browsers allow you to refuse to accept cookies. In Internet Explorer, you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector. In Firefox, you can adjust your cookies settings by clicking “Tools”, “Options” and “Privacy”. Blocking cookies will have a negative impact upon the usability of some websites.

Policy updated August 2019

We regularly review our procedures and policies and update our website with this information as soon as it becomes available.