The Football League is committed to providing excellent service to its stakeholders and club supporters. This Charter sets out The League's policies.
CUSTOMER SERVICE
Andrea Brown is the Customer Services Manager at The Football League and is the principal contact for matters relating to Customer Services.
The League is a listening organisation, which aims to be open and fair in its dealings with all persons representing the interests of the game.
The aims of The Football League Customer Services Department are to:
1. Provide a professional and approachable point of contact within The League for supporters and other members of the general public who need help, advice and information on any aspect of The League's activities; and
2. Work within The League to ensure that a high level of customer service is provided to all our members and by all our members.
Contact with the unit can be made in the following ways:
By post: Letters should be addressed to Customer Services Department, The Football League Operations Centre, Edward VII Quay, Navigation Way, Preston PR2 2YF.
By direct dial telephone: on 0844 335 0183
By fax: on 0844 826 5188
By e-mail: to enquiries@football-league.co.uk
Normal Office Hours are 9am to 5pm, Monday to Friday.
The League will endeavour to respond to any letter, fax or e-mail within 7 working days of receipt of such communication. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication.
We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint. The complainant does have the option after 28 working days of taking the complaint to the Independent Football Ombudsman if they are dissatisfied with the progress made.Further details about the Independent Football Ombudsman can be found at www.theifo.co.uk.
Details of all complaints are recorded and information will be provided to the Independent Football Ombudsman as part of the reporting process.
STAFF CONDUCT
Football League staff will conduct themselves in a courteous and responsive manner in all dealings with customers. The League is dedicated to treating all persons equally.
ANTI-DISCRIMINATION POLICY
The Football League seeks to ensure that spectators, players, officials and others involved at football matches and in football generally should be protected from discrimination, including that on the grounds of age, race or ethnic origin, religious belief, sexual orientation, disability, gender or any other unjustifiable reason.
The Football League promotes inclusion and is committed to working with partner agencies to provide education and information to promote inclusion.
The Football League has procedures to deal with any incidents of prejudice ensuring that those who believe they have been abused or treated unfairly can raise their issue through the channels explained in this charter.
If any complaint of this nature is received, The Football League will investigate, if appropriate with assistance from other football and statutory agencies, and make recommendations or change procedures as necessary.
SAFEGUARDING CHILDREN, YOUNG PEOPLE AND VULNERABLE ADULTS
The Football League is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
With so many people involved in and influenced by professional football, it is essential that The Football League and its member clubs acknowledge the role they play in creating a safer environment for everybody involved in the game, especially for the more vulnerable, including children and young people. The Football League is working closely with other football governing bodies to help contribute to this safer environment.
To this end The Football League has developed a 'Good Practice Guidance' to ensure member clubs are clear on their responsibilities in helping make football a safer place for all.
The guidance also endorses and promotes The Football Association's Safeguarding Policy and Procedures and ensures that we have a proactive and integrated approach to safeguarding everyone within football. It recognises that professional clubs have a duty of care to all children, young people and vulnerable adults who participate in their activities and it outlines the arrangements clubs should have in place to meet that duty.
COMMUNITY AND YOUTH DEVELOPMENT
The Football League Trust's role is to oversee Community and Youth Development activities at Football League clubs.For more information please visit www.fltrust.co.uk.
CONSULTATION
The Football League continues to foster a good working relationship with other footballing bodies which include The Football Association, the Premier League, the Football Conference, the Professional Footballers Association, the League Managers Association and the European Professional Football Leagues .
The Football League consults at national level with the Football Supporters' Federation, is a member of the National Association of Disabled Supporters Group and the Consultative Committee of Supporters Direct, contributing to discussion and responding to issues in order to improve supporters' experience and enjoyment of the game.
The League also has representation on the National Kick it Out Group, and the National Advisory Group for Playing for Success, where it continues to develop ways to consult with other football bodies and Government.
TICKETING
The Football League, as event organiser, has direct responsibility for the staging of the final ties of the Carling Cup, the Johnstone's Paint Trophy and the npower Football LeaguePlay-Off Finals.
The following policies apply in respect of these Football League events:
1. Pricing
The League continues to strive for wider access to matches by offering a broad range of ticket prices.
2. Allocation
The Football League will endeavour to allocate 80% of the available tickets to the two clubs competing in the final.
3. Concessions
Concessions will be available to junior supporters (under 16) and senior citizens (age determined in accordance with the ticketing policy of the competing clubs).
4. Disabled Spectators
Designated places will be available for disabled spectators and their carers.These tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the cheapest priced seat for each disabled supporter and free to one essential helper.
5. Returns/Refunds
Every effort will be made to facilitate the return and re-distribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994), any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased for one of The Football League's Finals. Any unwanted tickets should therefore be returned to the point of sale (usually one of the clubs competing in the Final), where, providing the ticket-holder has a genuine reason for returning the ticket(s), a full refund will be given.
If any of the Football League's Finals should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged game.If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the rearranged match.
DATA PROTECTION
The Football League complies with The Data Protection Act 1998 and all other relevant legislation.All personal data held following communication with the Customer Services Department is only used for the purpose it is collected and is kept for as short a time as possible. The Football League is committed to the safe handling, use, storage, retention and disposal of personal data and a written policy on this is available.
GOOD CAUSES
The Football League is committed to helping good causes, particularly those with which supporters of football can relate.
Each season The Football League selects one organisation to be its official charity for the year. Selection of this charity is done by public vote via The Football League website with the decision being ratified by The Football League Board. The Football League will endeavour to support its official charity throughout that season.
The official charity partner of The Football League for 2010/11 is Marie Curie Cancer Care.
