BURY FOOTBALL CLUB CUSTOMER CHARTER

CUSTOMER SERVICE:  Customer Service contact is Jill Neville who will deal with enquiries, complaints or concerns and is available on 0161 764 4881.   9.00am to 5.00pm - Monday to Friday or e-mail 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.

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 Official 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) - by post c/o Bury Football Club or P.O. Box 310, Bury, BL9 6WA alternatively Dave Giffard has an office at the Club and the office is open throughout the week and on Saturday's on home matchdays.Forums and meetings are held on a monthly basis.

TICKETING: Pricing and Policy:  The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

Season Tickets:  Season Ticket Renewal forms and information will be posted to existing holders in March each year.

The Club operates a scheme to enable supporters to pay for season tickets by instalments over four months i.e. April, May June and July (prior to the start of the season). Failure to comply with the payments will result in the agreement being cancelled and loss of the deposit. Details are published in March and an additional fee of £10 will be charged for this facility. All enquiries to the Commercial Department on 0161.705.2144 or e-mail at commercial@buryfc.co.uk.

Concessionary season tickets are available to Juniors (under 16 on 1st August), Young Persons 16-21 years of age (on 1st August and on production of documentation with proof of age), Adults 62 years of age and over on 1st August) and People with a Disability (on production of the relevant documentation). Personal Assistants that are required by a disabled person will be admitted 'free of charge'.

Matchday Tickets and Entry:Entry on a matchday is 'by ticket or payment at the turnstile'.Tickets can be ordered by telephone/credit card, postal or by e-mailing the Club with details and a member of staff will be in contact or by visiting the main reception during office hours.There will be a £1.00 charge per transaction for any tickets ordered/or paid for prior to or on the day of the game by credit card.

All turnstiles are clearly 'marked' in each area of the ground for admission for Adults and the Concessionary categories. Proof of age will be required at the Concessionary turnstiles. People with a Disability and Unemployed can purchase their tickets from the Family Ticket Office situated adjacent to the Main Reception on production of the relevant documentation. Personal Assistants that are required by a disabled person will be admitted 'free of charge'.

3. Family Tickets are available for both home and away spectators - tickets are available prior to the day from the Main Reception and on the day from the Family Ticket Office situated adjacent to the Main Reception into the home and away sections.

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

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 and all enquiries must be made to the away Club.

If a game is postponed prior to entry on the day, any tickets purchased for that game can be used for the re-arranged fixture or a full refund will be given before the re-arranged date.

If the game is postponed after entry into the ground and before kick-off, supporters will be issued, on leaving the ground, with a 'special ticket' which can be used for the re-arranged fixture or a full refund can be claimed, before the date of the re-arranged fixture.

If the game is abandoned after kick off - supporters are entitled to half price admission to the re-arranged fixture.Special tickets will be issued to supporters, on leaving the ground, to be used for the re-arranged game only.

Any changes to these policies will be at the Board's discretion.

Please telephone the Club on 0161.764.4881 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 unless as part of a Local Promotion day as per Football League regulation 31.2.11.In particular our concessionary rates offered to families, adults over 62, young persons 16-21, juniors (under 16), people with a disability and the unemployed apply to supporters of a visiting Club.

MERCHANDISE:  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.

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

The souvenir shop is franchised to 'Surridge Sports' and the shop's telephone no. is 0161.762 0528 for all enquiries regarding merchandise, refunds, exchanges etc. Opening hours are: Monday to Friday 9.00am to 5.00pm, Saturday (non matchday)9.00am to 1.00pm and Saturday (matchday) 9.00am to 5.30pm.

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

In Schools Programme - Football Skills
After School Coaching
Birthday Parties, Ground Tours, Saturday Morning Training Clubs
Matchday Specials
G.C.S.E. Coaching
Holiday Football Courses
For all enquiries, please telephone Shaun Danby on 0161.797.5423

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:
Job advertisements
Pay and employment terms and conditions
Development, training and educational activities
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.

Revised May 2007