Terms of use | Privacy | Privacy Notice for Off-Screen Talents | Cookies | Parental Guidance | Third Party Contractors and Service Providers | Email policy | Complaint Procedures | Changes to these policies | Contacting LumoTV
Terms of use of this website
Who owns or has rights in LumoTV content?
All copyright, trade marks, design rights, patents and other intellectual property rights (registered and unregistered) in and on LumoTV content belong to LumoTV and/or third parties. LumoTV reserves all of its rights in LumoTV content. Nothing in the Terms of Use grants you a right or licence to use any trade mark, design right or copyright owned or controlled by the LumoTV or any other third party except as expressly provided in the Terms.
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Privacy
LumoTV is committed to respecting and protecting the privacy of visitors to this website. This privacy statement describes LumoTV’s policy and practice for gathering, storing, and sharing visitors' information. It covers:
- What personal information about you LumoTV may collect and store
- The uses to which the LumoTV will put this information
- How securely this information is stored
- Whether LumoTV will share this information with other people or organisations
- Your right to see, change or cancel the personal information you supply to us
- The use of cookies on the LumoTV website.
- Third party service providers
- Parental Guidance
- Changes to the Privacy Policy
- Contacting LumoTV about this Policy
What personal information about you will the LumoTV collect and store?
If you contact us by email, telephone or SMS, subscribe to our newsletter, complete our questionnaire, or apply for a job with us, you will be asked to provide personal information which may include your name, postal address, phone number and e-mail address.
What will LumoTV use this information for?
Personal information collected with your knowledge and consent will be used for some or all of the following:
- To contact you in response to a query
- To mail you our newsletters [we use Mailchimp, an authorised third party]
- To send you information about our services and activities
- To update you on new LumoTV programmes
- To process your job application
How securely is the information stored?
Any information provided to LumoTV by users of the LumoTV site is held securely and in accordance with data protection legislation (Data Protection Act, 1998 and General Data Protection Regulation, 2018); it will not be used in ways other than those set out in this privacy policy, or in ways to which you have not consented.
LumoTV takes every care to ensure that the information stored on our systems is protected from loss, misuse, unauthorised access or disclosure, alteration or destruction.
Will LumoTV share this information with any other people or organisations?
LumoTV does not share any personal information gathered through the LumoTV website, including email addresses, with any third party (with the exception of authorised third parties).
LumoTV does not buy or sell mailing lists.
We will not use any personal information gathered through the LumoTV website, including email addresses, for marketing purposes, without your permission.
How can you see, modify, or cancel the personal information you provide to us?
Under the General Data Protection Regulation you have the right to request to see the personal information LumoTV holds about you. You must make your request in writing and provide proof of identity.
If at any time you wish to cancel or modify the information you have provided, contact us using the email address given at the bottom of this page.
We will immediately flag your record on our database for deactivation. We will delete the personal information within 30 days.
We delete information provided by job applicants within six months of the relevant post being filled.
Please address any queries to info@lumotv.co.uk
Privacy Notice for Off-Screen Talents
BSLBT is committed to respecting and protecting the privacy of those who complete the registration form on this website. This privacy statement describes BSLBT’s policy and practice for gathering, storing, and sharing the individuals' information. It covers:
- What personal information about you BSLBT may collect and store
- The uses to which the BSLBT will put this information
- How securely this information is stored
- Whether BSLBT will share this information with other people or organisations
- Your right to see, change or cancel the personal information you supply to us
- Changes to the Privacy Policy
- Contacting BSLBT about this Policy
What personal information about you will the BSLBT collect and store?
If you contact us by email, telephone or SMS or complete our registration form, you will be asked to provide personal information which may include your name, postal address, phone number and e-mail address and other relevant information as requested on the registration form.
What will the BSLBT use this information for?
Personal information collected with your knowledge and consent will be used for some or all of the following:
- To contact you in response to a query or a submitted registration form.
- To mail you our newsletters [we use Mailchimp, an authorised third party]
- To send you information about our services and activities
- To update you on possible work opportunities and schemes
- To process your registration (if you complete our registration form)
- To register on our off-screen talent database (if you complete our registration form)
How securely is the information stored?
Any information provided to BSLBT by users of the BSLBT site is held securely and in accordance with data protection legislation (Data Protection Act, 1998 and General Data Protection Regulation, 2018); it will not be used in ways other than those set out in this privacy policy, or in ways to which you have not consented.
BSLBT takes every care to ensure that the information stored on our systems is protected from loss, misuse, unauthorised access or disclosure, alteration or destruction.
Will BSLBT share this information with any other people or organisations?
BSLBT does not share any personal information gathered through the BSLBT website, with the exception of authorised third parties as mentioned in the off screen talent database.
BSLBT does not buy or sell mailing lists.
We will not use any personal information gathered through the BSLBT website, including email addresses, for marketing purposes, without your permission.
How can you see, modify, or cancel the personal information you provide to us?
Under the General Data Protection Regulation you have the right to request to see the personal information BSLBT holds about you. You must make your request in writing and provide proof of identity.
If at any time you wish to cancel or modify the information you have provided, contact us using the email address given at the bottom of this page.
We will immediately flag your record on our database for deactivation. We will delete the personal information within 30 days.
BSLBT will keep the information for 2 years as stated as per the registration form. Unless you did not agree to this and we will delete information provided for the off-screen talent database.
Please address any queries to info@bslbt.co.uk
Cookies on the LumoTV site
Cookies are very small text files that automatically get created on your device when you visit a website. 99% of the time they are used to make the internet a more engaging and interactive place. As is the case with most websites, we use Cookies. We use them to track site usage, and to improve the efficiency and usability of the site.
Cookies are used in 2 areas:
- We use Google analytics to track general site usage. This helps us to gain an understanding of how well our site is performing. The vast majority of websites use this type of functionality.
- Cookies are also used as part of the system that runs the site. These are required by the system to make certain areas of the site work properly. They do not store any personal information about you whatsoever.
We do NOT use Cookies:
- For targeting or advertising purposes
- To store any personal details about you
- To pass on any information about you to 3rd parties
If you are unhappy about our usage of Cookies, we recommend that you disable cookies in your web browser. The site will still work, but it is likely that certain areas may under-perform.
You can find out more about Cookies at aboutcookies.org.
Please feel free to contact us if you have any queries about this Cookie policy.
Parental Guidance
If you are under the age of 16 you should seek the permission of your parent or guardian before providing LumoTV with any personal information.
Third Party Contractors and Service Providers
LumoTV makes use of services provided by contractors; e.g., to play our streamed programmes (Wistia) and to produce and distribute our newsletter (MailChimp). These contractors have their own privacy policies, which will govern the use of personal information you submit. We do not accept any responsibility or liability for the privacy practices of such third parties.
Email Policy
LumoTV does not conduct lotteries, or offer prizes or awards through e-mail. We will also never ask anyone for money. If you ever have any concerns about any email from LumoTV, please email us immediately at info@lumotv.co.uk so that we can take any necessary action.
Complaint Procedures
Definition
We consider a complaint to be an expression of dissatisfaction communicated by BSL, spoken word or written that requires a written response.
Scope
This complaint process is for issues raised by external parties — such as participants, viewers, contributors, or members of the public — related to content, conduct, or services.
Complaints can be made generally or anonymously.
Examples of complaints usually outside the Scope of this complaint process are as follows:
Internal staff grievances or employment issues
These are dealt with under HR or internal grievance procedures.
Matters involving ongoing legal proceedings
If the issue is part of a legal dispute or litigation, it will not be handled through the complaints process.
Complaints about broadcaster or platform decisions
For example, editorial decisions made by a broadcaster (LumoTV) after delivery, or how content is scheduled or promoted.
Complaints about third-party organisations or services
Where a complaint concerns an Independent Production Company Commission that contracted your services, we may prompt a referral back to them, as the appropriate party to address your concerns.
If the concern relates to a supplier
Where your complaint may not be investigated or looked into
- If we consider your complaint is deemed trivial, misconceived, hypothetical, repetitious.
- If your complaint is outside our time limit of 6 months and there is no good reason for the delay.
Who we pass your name and contact information on to
We only share your name and contact details with:-
• people managing your issue at LumoTV
• external investigators who we appoint
• police, other law enforcing or regulating authorities where the law says we have to
How we assess your complaint
We apply a decision maker tool to help us to determine whether a complaint is suitable for early resolution or not.
Our decision maker tool is available by email
Email: hello@lumotv.co.uk
Informal early resolution complaints
When we follow up on your issue, we will inform the relevant person, team, business or organisation that a concern has been raised and provide them with the details.
We do not share your personal information with the person, team business or organisation, but please be aware they may be able to identify you based on the details of the issue.
Before making a formal complaint, we encourage you to contact the person, team, production company you’ve been dealing with to discuss your concerns.
They are often best placed to understand the issue and explain what has happened. Most concerns can be resolved informally through this approach there and then, without the need for a complaint. These can include
- A request for advice or action
- A need for an explanation to avoid confusion
- A concern about an error that may have been made
Unresolved informal complaints
If you’re unable to resolve your concerns informally, you can raise a formal complaint if you feel that:
- there were unreasonable delays on our part
- our usual policies and processes were not properly followed.
- you feel a member of our staff or a production company has not acted appropriately
How to make a complaint if you are an audience member
If you are an audience member and wish to make a complaint, it should be directed to hello@lumotv.co.uk
Formal complaints
How to make a formal complaint
There are 3 Levels to LumoTV’s formal complaint process, should you need them:
- Level 1: the complaint is handled by the manager of the team you’ve been dealing with. This will be the Audience Engagement Team if the complaint comes from a member of an audience.
- Level 2: your complaint is reviewed by a Senior manager, senior executive , an external independent appointee or arbitrator not previously involved
- Level 3: the Chief Executive arranges an independent review of your complaint and how it was handled
At the end of each level, we will tell you how you can take your complaint further if you want to. We may also tell you about another course of action that’s outside of our complaints procedure.
Level 1
To make a formal complaint, email LumoTV within 6 months of the action or decision that prompted your complaint.
Email: hello@lumotv.co.uk
The manager of the team you have been dealing with will handle your complaint.
We aim to respond within 15 working days.
Level 2
If you’re not happy with our reply, email LumoTV within 6 weeks, letting us know which aspects of your complaint you feel have not been addressed.
Email: hello@lumotv.co.uk
Your complaint will be reviewed by Senior manager, senior executive , an external independent appointee or arbitrator who has not been previously involved with the complaint.
We aim to respond within 20 working days.
Level 3
If your complaint is still not resolved, email or write to LumoTV within 6 weeks.
Email: hello@lumotv.co.uk
By Post:
Camilla Arnold (Chief Executive) or Caroline Fearon (Deputy Chief Executive)
LumoTV
153-155 London Road
Hemel Hempstead,
HP3 9SQ
Your complaint will be dealt with by the office of the Chief Executive who will arrange for an independent review of the complaint and how it has been handled.
We aim to respond within 20 working days.
Assessing your complaint
At Level 2 and 3 of the complaint process, neither our senior managers nor our Chief Executive will treat your correspondence as a new complaint. They will review your case to make sure we handled your complaint appropriately, proportionately and fairly up to that point. At each level, they cannot look at any new evidence or aspects of your complaint, if you have not sent these to us before.
If you would like to take it further
If you remain dissatisfied having completed all 3 levels of the formal complaint process, you can make a complaint to the Chair of the Board by email or post to
Mr Jeff McWhinney
Chair of the Board
Email: hello@lumotv.co.uk
By Post:
LumoTV
153-155 London Road
Hemel Hempstead,
HP3 9SQ.
Dealing with Unreasonable Behaviour
We ask that you treat our staff with courtesy and respect as they handle your complaint or enquiry. Behaviour that we deem unreasonable can hinder our ability to deal with your complaint effectively.
How we’ll let you know
If we believe your conduct is unreasonable, we will write to explain:
- Why we consider your behaviour unreasonable
- What action we plan to take
- Who or where the action applies (whether it’s a specific individual, team or across all of LumoTV)
What counts as unreasonable behaviour
Examples include, but are not limited to:
- Repeatedly contacting us about the same matter after we have already provided all available information
- Making threats against our staff or anyone acting on our behalf
- Using rude, offensive or abusive language
- Demanding answers within an unreasonably short timeframe
- Insisting we address issues that are outside LumoTV responsibility (e.g. where another organisation should be contacted)
- Making unjustified complaints about staff handling your case
- Requesting a change of staff without valid reason
Possible actions we may take
All measures will be proportionate to the behaviour in question. Before imposing any restrictions, we will notify you of our concerns and give you the opportunity to amend your conduct. If the behaviour continues, we may:
1. Restrict contact to writing only, where abusive or excessive calls, video, social media posts /messages, texts or emails have been made
2. Limit responses to one reply covering multiple communications
3. Designate a single point of contact (a named individual, team or department)
4. Cease all correspondence regarding a specific issue
5. Report threats or abuse to the police
This list is not exhaustive; other measures may be applied depending on the circumstances.
Reviewing our decision
We consider any decision to restrict contact very carefully. If we decide to stop responding to your future correspondence, we will explain how you can appeal that decision. All actions taken will be recorded and reviewed on a regular basis.
Changes to these Policies
This Policy may be updated from time to time. The date of the most recent version is displayed at the bottom of this page.
Contacting LumoTV about this Policy
If you have any queries about this policy contact us at info@lumotv.co.uk.
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March 5th 2025