INTRODUCTION

Farsley AFC Customer Charter

Farsley AFC (FC 2010 Limited) takes great pride in its reputation as a friendly community based non-league football club. It is committed to offering the very highest standard of customer service.

This customer charter is designed to outline how Farsley AFC delivers this commitment.

This charter is reviewed annually to ensure that it kept up to date in the light of changing laws, regulations and best practice. As new polices are formulated they will be added to this charter.

CUSTOMER SERVICE

Contact:
Joshua Greaves – Football Club Secretary

Hours:
Monday to Friday – 7.00 pm till 9.00 pm
Saturday First team match-days – 10.00 am till 2.00 pm
Midweek First team match-days – 5.00 pm till 6.30 pm

• The Club Secretary is the principal customer services contact at the club for questions, complaints and concerns. The Football Club Secretary is not necessarily based at Throstle Nest and is not always available for personal callers without prior appointment. However, in his absence the matter will be dealt with by either the Assistant Club Secretary or Bar Manager, who will report to the Football Club Secretary at the earliest available opportunity. The Football Club Secretary may then choose to re-direct the enquiry to the Head of the Department under whose jurisdiction the matter refers. Nevertheless.

• The Club will endeavour to respond to any letter, fax or e-mail within seven days of the receipt of such communication (exclusive of weekends and Bank holidays). If it is not possible to provide a full response with in that time, an acknowledgement will be sent and a detailed reply will follow within twenty-one days of the receipt of the original communication.

• The Club will respond by letter, telephone, e-mail or fax. A customer may request a response in writing provided that a full address including postcode is supplied.

STAFF CONDUCT

• We will continue to be committed to a policy of equality of opportunity and non-discrimination on the grounds of disability, sex, marriage, race, colour or religion and to the principle that our employees and volunteers should be free to work in an environment free from harassment of any kind. We require our staff, in their dealings with individual or corporate clients to conduct themselves in accordance with the highest ethical standards and to be helpful and courteous at all times.

CONSULTATION AND INFORMATION

• The Club consults supporters on a regular basis through the Farsley AFC Supporters club.

• The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for change. In normal circumstances, match-day admission and season ticket prices for the forthcoming season are published before the 15th July annually.

• The Club undertakes research and advice on the design of new strips.

ACCESSIBILITY/ TICKETING

• Concessions are available for senior citizens over 60 years of age, and for junior supporters, full time students (with NUS Card) and Disabled supporters. The club may on occasions request proof of eligibility. No Seating offers a restricted view to supporters. (Our meaning of “restricted view” is where you have to move to gain an unrestricted view. Movement of the head to the side to gain a view is not considered a restricted view.)

• For assistance in supporting disabled and visually impaired supports and there carers please contact [email protected]

• The club offers free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground, but before kick-off, ticket holders are entitled to free admission to the re-arranged match. They will receive a ticket from the club on receipt of the original ticket. If the match is abandoned after kick off, spectators are entitled to a reduced admission to the rearranged match or a part refund. Refunds cannot be given if a game is abandoned after half time.

• Tickets for cup competitions and League games for which a crowd of over 1000 is expected are announced to supporters following discussion between the clubs. Away clubs will receive a minimum of 10% of tickets, and tickets for cup matches are usually offer to season ticket holders and official supporters club in the first instance, and then go to general public.

• The club will give at least 14 days’ notice if any match is to go to pre-purchased tickets only.

• As a general rule, tickets refunds are only issued in exceptional circumstances and requested in writing to the Football Club Secretary and are at the discretion of the club.

AWAY SUPPORT

• The club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters. In particular, our concessionary rates also apply to supporters of visiting clubs. The club also intends to offer tickets for disabled fans at the same admission prices and with the same facilities as home fans.

• The club abides by league rules governing the allocation of tickets to visiting clubs.

STADIUM PARKING

• Access to the grounds car park is via the main gates at the end of Newlands. The ground has hard standing main car park and a grassed car park as an overflow parking on first team match days only.

STEWARDING & FIRST AID

• Our stewarding operation will at all-times reflect the very best of professional standards so that control of situations is maintained as they arise.

• Training and development of our stewards is actively promoted in order that they gain the skills required to respond calmly and knowledgably in any emergency.

• The safety and welfare of spectators, players and staff is a vital part of Farsley AFC and our stewards have an indispensable role to play.

STRIP WEAR

• The Club is committed to the first team wearing the home strip (all blue) at all opportunities where the kit dose not clash with that of the opposition. The ultimate decision on which kit to wear remains with the Football Club Secretary.

MERCHANDISE

• All replica strip designs shall have a minimum life span of one season.
• Details of the next intended change of kit are available from the club shop or on the website.
• The club offers refunds on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITY

• The club supports activity in both the local community and wider football community.
• The club seeks to promote close links between the club and its community and to introduce young people, male and female, to football as players and spectators.
• The club will sport and work with outside agencies, especially disadvantaged groups (disabled, ethnic minorities and the unemployed).
• Regarding anti-racism initiatives, the club supports the aims of leading initiatives such as “Show Racism the Red Card” to tackle problems of racism in the game.
• Regarding the foul and abusive language initiatives, the club supports the aims of new initiatives such as “Use Your Head” to tackle the problems of foul and abusive language.
• The club supports pre-arranged ground tours to all interested parties.
• The club supports local community and schools events that promote youth football and grass roots football.

DATA PROTECTION

• The club complies with the data protection act 1998 and all other relevant legislation. All personal data is held, stored and disposed of securely and the data is only used for the clubs marketing purposes. The club is committed to not sharing data held on its system with 3rd Parties.