Thank you Jo. We place a very high value on customer service and retention here. I've drafted the following:
Thank you for bringing this matter to my attention. Let me start by apologising for the distress caused by the video as this was certainly not our intention. I have removed it from Youtube personally this morning. If it eases your concerns at all, the video in question was listed as 'private', which means that a person could only view the video if they were sent a link, which in this case was limited to the parents subscribed to Rocksteady lessons at Kempshott Infant School. It was not searchable or viewable by people outside of this group.
Regarding how this may have happened, I assure you it is not standard practice to film concerts and share them, even with parents. In our terms and conditions which are sent out in a welcome email upon signing up it states
15. You consent to Rocksteady using photography and video to help children with progress in lessons and for press and promotional purposes including use on Rocksteady’s website. If you wish to withdraw this consent please notify Rocksteady in writing.
In real terms, up until now, videos have only been shared publicly for 'Band Of The Week' blogs, in which case the parents in question are contacted before it is posted. Otherwise, videos are kept privately for training purposes only. We maintain a list of parents who have chosen to withdraw consent and check our activities against this.
The Easter concert has been the first time we have shared private links in response to parents asking for videos, mostly in cases where they could not attend. Stacey decided to share the video with all parents of children playing. However, following the response, we have started implementing changes:
- Last month we changed our sign up procedure to gain explicit consent at the point of sign up.
- We have actioned a campaign to contact all existing customers to gain explicit consent starting the 22nd April.
- Following your email, I have now updated our training for tutors on the use of videos, and included that videos are not to be shared outside of the company without explicit consent from the parents concerned.
I am also personally conducting research into this area over the next quarter as a result of your contact and reviewing all policies connected to it. I am keen to get a balanced input of views from both parents and schools and understand the subject as fully as possible and as such, welcome any further correspondence from you, via email, writing or telephone which you can reach me on personally on xxxxxxxxxx.