BURY FOOTBALL CLUB
CUSTOMER CHARTER

Updated:  Friday 23 July 2010

CUSTOMER SERVICE:
Customer Service contact is Mrs Jill Neville who will deal with enquiries, complaints or concerns and is available on 0844 57 90009 9.00am to 5.00pm - Monday to Friday or e-mail to admin@buryfc.co.uk.

The Club will respond to any contact from a customer within a maximum of seven working days from receipt of the e-mail, facsimile or letter.If it is not possible to provide a full response within seven days, the communication will be acknowledged and a reply given within twenty eight days.Contact by telephone is preferable if a telephone number is available or in person at the Club.

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STAFF CONDUCT:
Bury Football Club staff will conduct themselves in a courteous, helpful and responsive manner at all times in dealings with the general public.

CONSULTATION AND INFORMATION:
The Bury Football Club Website i.e. www.buryfc.co.uk has up-to-date news 24 hours a day of all transfers, new signings, match reports, interviews, fixtures and general information.

The Club notifies supporters in March each year of the ticketing policy and price structure for the forthcoming season.

The Bury Football Club Supporters Association 'Forever Bury' have a membership scheme and anyone wishing to join the Association should contact David Giffard (Chairman) on 0120488 6915 or write to the Association at P.O. Box 310, Bury, BL9 6WA alternatively the Association have offices at the Club and these are open every morning throughout the week and on Saturday's on home matchdays.Forums and meetings are held on a monthly basis.

TICKETING:
Pricing and Policy:

  1. The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

  1. The Club operates a scheme to enable supporters to pay for season tickets by instalments on a monthly basis from March to July (prior to the start of the season) - the full amount must be paid by 31st July - no refunds will be given.Details are published in March and there is a charge of £10 for this facility. All enquiries to the Commercial Department on 0844 57 90009 or e-mail to commercial@buryfc.co.uk.

  1. Restricted view tickets for matches, when sold for 'all-ticket' games, will be reduced by £2.00 from the face value of the ticket for all areas of the stadium.

  1. Returns and Refunds - the Clubs policy on the return of any tickets purchased is as follows:

Home Fixture - If returned prior to 48 hours before the game, full

refund will be given

Away Fixture - If returned before the 'deadline' for returning the tickets

to the away Club - full refund will be given. If returned

after 'deadline' - no refund can be given by the Club

  1. If a game is postponed prior to kick off when supporters have already passed through the turnstiles - supporters are entitled to free admission to the re-arranged game.If a game is abandoned after kick off - supporters are entitled to half price admission to the re-arranged game.Special tickets will be issued to supporters on leaving the ground to be used for the re-arranged game only.Any changes to this policy will be at the Board's discretion or any refunds for the postponed game will only be given before the date of the re-arranged game.

  1. No refunds, for tickets purchased for a game, will be given after the game has been played.

Concessions:

1.Concessionary season tickets are available to Juniors (under 16 on 1st August), Young Persons 16-21 (on production of the relevant documentation), Adults (65 and over on 1st August), Registered Disabled (on production of the relevant documentation) and UnEmployed (on production of the relevant documentation)

2.Admission for Juniors, Senior Citizens and Young Persons are through the relevant marked turnstiles - Registered Disabled and Unemployed can purchase their tickets from the Main Reception (midweek) or from the Family Ticket Office situated adjacent to the Main Reception on the day of the game. If an escort is required by the registered disabled for their assistance, the escort will be issued with a complimentary ticket.

3.Family Tickets are available for home and away spectators into the Family Stand - tickets are available from the Main Reception in Midweek or from the Family Ticket Office situated adjacent to the Main Reception on the day of the game.The Family Stand is situated in Blocks G,H,J, in the Main Stand - entry is through turnstiles 8 and 9.

Please telephone the Club on 0844 57 90009 for all enquiries about matchday ticket prices or e-mail to admin@buryfc.co.uk.

ACCOMMODATING AWAY SUPPORTERS
The Club abides by Football League regulations governing the allocation of tickets to visiting Club.

The Club does not charge admission prices to supporters of a visiting Club, which are higher than those charged to our own supporters for comparable accommodation.In particular our concessionary rates offered to families for the Family Stand, adults (63 and over), young persons (16-21), juniors, registered disabled, unemployed apply to supporters of a visiting Club.

MERCHANDISE

  1. The Club endeavours to ensure that all Replica Strip designs shall have a minimum lifespan of two seasons.Any intended changes will be advertised in the souvenir shop, local press and the website.

  1. The Club carries out its obligations, under Football League regulations, to prevent price fixing in relation to the sale of Replica Strips.

  1. The souvenir shop is franchised to 'Stuart Surridge' and the shop's telephone no. is 0161.762.0528 for all enquiries regarding merchandise, refunds, exchanges etc. Opening hours are:

Monday, Tuesday, Thursday and Friday9.30am to 5.00pm

WednesdayCLOSED

Home matchdays Saturdays 9.30am to 3.00pm

4.45pm to 6.00pm

Tuesdays6.00pm to 7.45pm

COMMUNITY ACTIVITIES
The Bury FC Community Trust is operated from Bury Football Club and the following activities are arranged and organised by this section:

  1. In Schools Programme - Football Skills, Circus Skills and multi sports
  2. Pre School and After School Clubs
  3. Birthday Parties and Saturday Morning Training Clubs
  4. Matchday Experiences
  5. Coach Education and FE Education
  6. Holiday Football and Activity Courses
  7. Healthy Living
  8. Social Inclusion, including disability football teams

For all enquiries, please telephone Bury FC Community Trust Office on 0161.797.5423 or e-mail info@buryfc-community.co.uk..

For information on the Bury FC Community Programme please visit the website on www.buryfc-community.co.uk.

ANTI DISCRIMINATION POLICY
Bury Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin. Colour, religion or disability.

Equality of opportunity means that in none of our activities will we discriminate against, or in any way treat less favourably, any persons on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour religion or disability. This includes:

  1. Job advertisements
  2. Pay and employment terms and conditions
  3. Development, training and educational activities
  4. Selection for representative teams

Bury Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.