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Customer Charter

BURY FOOTBALL CLUB CUSTOMER CHARTER
Updated: Wed 15 June 2016 

MISSION STATEMENT
The Club and the Community Trust will maintain the high standards of the Sports and Education programme throughout the Metropolitan Borough of Bury to create opportunities for young people who are disadvantaged or who have special needs to learn and take part in Sport. 

The Club will play Football at the highest possible level

The Club will endeavour to maintain a high level of commitment to all our supporters especially families and young children to promote the value to the wider community of sport with accessible and affordable community spectator facilities.

The Club will be working closely to promote a Healthy Lifestyle amongst families in the area throughout the Season.

The Club will endeavour to provide and improve the matchday experience ‘on and off’ the pitch.

The Club will endeavour to make the stadium a safe environment for children under 18 years of age and have qualified people in attendance on a matchday. Contact on a matchday can be via the ticket office, by approaching a steward or by telephoning 0161 764 4881 option 1

CUSTOMER SERVICE:
Customer Service contact is Mrs Jill Neville who will deal with enquiries, complaints or concerns and is available on 0161 764 4881 option 5 or email: admin@buryfc.co.uk 

Opening Times: 9.00am to 5.00pm – Monday to Friday and matchdays

Supporter Liaison Officer contact is Ben Miles who deals with any home and away supporter queries or complaints and is available on 0161 764 4881 option 3 or email: ben.miles@buryfc.co.uk

Forums and supporters meetings will be held on a quarterly basis throughout the season.

The Club will respond to any contact from a customer/supporter 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 can be made as follows:

Post: Customer Services Department, Bury Football Club, Gigg Lane, Bury BL9 9HR
Fax: 0161 764 5521
Email: admin@buryfc.co.uk

The Independent Football Ombudsman can be contacted should the correspondent not be satisfied by the Club’s response - details as follows:

The Independent Football Ombudsman, Suite, Suite 49, 57 Great George Street, Leeds LS1 3AJ

Email: contact@theifo.co.uk Tel No. 0800 588 4066

STAFF CONDUCT:
The Club staff will conduct themselves in a courteous, helpful and responsive manner at all times in dealings with the general public and to treat all persons equally. 

The Club is aware of its responsibility to the community and staff are also aware of their own roles within it.

CLUB LIAIBILITY
The Club is not liable for any loss, damage or injury sustained or incurred by an individuals or groups of individuals whilst on the Club’s premises. 

CODE OF CONDUCT
As a valued home or away supporter, telephoning or visiting Gigg Lane we aim to create a safe, positive and friendly atmosphere for all the family and with this in mind we also ask that Supporters familiarise themselves with and abide by our Ground Regulations which are on the website http://www.buryfc.co.uk/club/groundregs.aspx 

All staff at Bury Football Club are here to help you and provide you with a fast, efficient and courteous level of service.

Any supporter using offensive, threatening, harassing or abusive language or behaviour may have their call terminated or be asked to leave the stadium. If inappropriate or aggressive behaviour continues this may result in us having to involve the police, and/or having your facilities or ticket revoked.

Banning procedures are in place and any supporter at either home or away games who is ejected from the ground or arrested by the Police for inappropriate, aggressive, racial or verbal abuse will be subject to a banning order to be determined by the Club. This also includes abuse on facebook, twitter or any other social media networks.

STADIUM:
The EFL Ground Regulations are displayed at all entrances into the Stadium and can also be viewed on our website - http://www.buryfc.co.uk/club/groundregs.aspx 

The Club may deem it necessary, when playing Clubs with a larger attendance, to accommodate supporters in different sections of the ground. This will be on the advice of the Safety Officer, the Sports Advisory Group and the Police Authorities for the safety of all supporters.

The Club are committed to informing supporters of all variations to the normal procedure as soon as possible via, facebook, twitter, website, social media networks and local press.

Car parking on the main area is limited for Club use only. We do, however, have alternative parking in Brierley Street for supporters (directly opposite the Stadium) at a charge of £5.00 per vehicle.

Disabled parking is available at the main area, free of charge, on production of a Blue Badge. Please note that a Blue Badge is not sufficient to qualify for a disabled match ticket, proof is required as per the Club guidelines.

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 season ticket prices, 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 3 St Marys Place, Bury, BL9 0DZ 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:
Bury Football Club is committed to making attending matches as simple as possible and offer supporters the option of pay at the turnstile. 

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

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 Ticket Office on 0161 764 4881 option 1 or e-mail admin@buryfc.co,uk.

Season Ticket holders who forget their season ticket for a home fixture will be charged the relevant entry price for that fixture and given a ticket – the ticket stub along with the relevant voucher can be produced at the ticket office during opening hours and a full refund of the price paid will be given.

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.

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

Home Fixture: If returned prior to 24 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

If a game is postponed prior to kick off when supporters have already passed through the turnstiles – supporters are entitled to Reduced Priced 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 that the game is to be played

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 11’s, Under 18 and under 23 on 1st September), Adults (65 and over on 1st August), Registered Disabled who receive Middle to Higher Rate Disability Living Allowance or the New Points System 10 -16 points. The relevant documentation will be required to claim a concessionary ticket.

2. Admission for Under 11’s, Under 18’s Under 23’s and 65 and over are through the relevant marked turnstiles – Family Tickets, Registered Disabled and Unemployed can purchase their tickets from the Ticket Office situated adjacent to the Main Reception. If an escort is required by the registered disabled for their assistance, the escort will be issued with a complimentary ticket. No carer may enter the ground using his complimentary ticket if the person to whom he provides assistance is not attending the game.

3. Family Tickets are available for all home and away spectators – tickets are available from the Ticket Office situated adjacent to the Main Reception.

4. The On-Line Ticketing:

Tickets can be purchased for all home and away fixtures throughout the season from the Main Reception – Monday to Friday and from the Ticket Office on a matchday. Matchday tickets can also be purchased for all fixtures including all hospitality and events occurring at the Club by accessing telephoning the Club on 0161 764 4881 option 1 or on our the ticketing system via the following link: http://tickets.shop-buryfc.co.uk

Data Protection:
Bury Football Club takes the privacy of all its supporters, customers and website users very seriously and takes great care in protecting your information.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by EFL 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, under 5’s under 11’s, under 18’s under 23’s, 65 and over, registered disabled, unemployed, students apply to supporters of a visiting Club.

The Club have produced an ‘Away Supporters Guide’ which details all information required by visiting Club supporters – this can be accessed via http://www.buryfc.co.uk/fans/AwayFansGuide.aspx

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, the website and social media.

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

The souvenir shop’s telephone no. is 0161 764 4881 option 3 for all enquiries regarding merchandise, refunds, exchanges etc. There is also an on-line facility to purchase goods at http://buryfcnetwork.co.uk/shop. Opening hours of the Shop vary during the season – full details are on the website.

COMMERCIAL:
Commercial, Hospitality, Sponsorship, Events and Player Sponsorship are available from the Commercial Department - Contacts and details for the Commercial Department are 0161 764 4881 option 2 

Commercial Office Manager - Lynne Kent - lynne.kent@buryfc.co.uk

Business Development Manager - 

Partnership Manager - Cherelle Slater - cherelle.slater@buryfc.co.uk

Commercial Office Administrator - Emma Kay - emma.kay@buryfc.co.uk

CHARITY
The Club has a commitment to supporting local charities. 

The Club does not make any monetary donations and, due to the high number of requests, the Club does not support personal enquiries for signed merchandise for events such as weddings or anniversaries.

The Club is committed to supporting the EFL chosen charity.

All applications must be accompanied by a letter of authority from the benefitting charity and must be received at least three weeks prior to the required event date.

COMMUNITY ACTIVITIES
The Community Trust is a registered charity which delivers a number of activities within Bury and the surrounding community. The charity uses football and sport to provide a range of opportunities to improve health and fitness, develop educational opportunities and to engage hard to reach and excluded communities. 

The Club actively helps to promote and publicise local charitable causes and community events by arranging for players to attend public events (subject to availability)

Contact can be made as follows:

Football Centre at Goshen - 0161 642 3862
The University at the Education Campus at Gigg Lane - 0161 641 3863 option 1
The College at the Education Campus at Gigg Lane - 0161 641 3863 option 2
For information and contacts for the relevant activities for the Trust please visit their website on www.buryfc-thetrust.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:

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.