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Fleetwood Town Customer Charter

It is Fleetwood Town FC’s aim to strive for success in League One and all other professional competitions whilst fulfilling the expectations of all the stakeholders of the club. 

In order to achieve this, Fleetwood Town FC will maintain the highest level of professionalism in all activities carried out which will be consistent throughout the whole of the FTFC brand.

Customer Services and Complaints 
The Supporter Liaison Officer for the club is Steve Metcalf, with Steve Beane acting as Disabled Liaison Officer. They are available Monday to Friday 9am-5pm and at all home matches. To contact either Liaison Officer, please use one of the following options:

Fleetwood Town Football Club  
Highbury Stadium 
Park Avenue 
Fleetwood 
FY7 6TX 

Telephone: 01253 775080

By email: info@fleetwoodtownfc.com

Fleetwood Town FC responds to all customer enquiries and complaints typically within one working week. Where personal contact is made by supporters, the club staff will endeavour to address any concern at the initial point of contact. All formal complaints and customer enquiries will be directed to the relevant department for comment/ response.

The club will respond by the most efficient and appropriate method of communication ie telephone, email, post etc. 

Should you be dissatisfied with a response to a complaint by the club, complaints can be referred to The Independent Football Commission:

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

Details of all complaints are recorded and information will be provided to the Independent Football Commission as part of the reporting process. 

Ticketing 
The Parkside Ticket Office operates with the below opening times;

Monday 9am – 5pm 
Tuesday 9am – 5pm 
Wednesday 9am – 5pm 
Thursday 9am – 5pm 
Friday 9am – 5pm 
Saturday 9am – 1pm 
Sunday CLOSED

Match days 9am – Kick Off

Tickets can be purchased via the ticket office, over the phone on 01253 775080 or online at www.fleetwoodtownfc.com . However, for high profile games tickets may not be available online for safety reasons and there may be security restrictions in place for over the phone and ticket office purchases.

Pricing 
For the 2016/17 season Fleetwood Town FC reviewed all ticket prices and season ticket prices which resulted in a reduction in several ticket prices and the introduction of new age categories such as the student age band.

FTFC also has a standing order payment scheme on season tickets which enables supporters to pay for season tickets through a monthly instalment plan.

The club also operates a member and non-member pricing structure. To be entitled to receive member’s prices, supporters must pay an annual fee of £20 for the season.The membership scheme entitles all adult, senior, U18 and student holders to reduced entry prices to all home, league games. Members aged U16 are entitled to free entry in the Memorial and Highbury Stand and discounted prices in the Parkside stand. 

Ticket prices can be found by following the link to: https://www.fleetwoodtownfc.com/tickets/home-tickets/

Information and prices for season tickets can be found by following the link to: https://www.fleetwoodtownfc.com/tickets/201718-season-tickets/ 

Membership information and prices can be found by following the link to: https://www.fleetwoodtownfc.com/tickets/201718-memberships/

Concessions 
Concessionary prices are available to the following supporters;

  • Senior citizens (65 and over)
  • Student (Supporters must provide an in date student card with picture identification)
  • Under 18 (ages 16 and 17)
  • Under 16 (ages 5 to 15)

Supporters may be asked to provide relevant ID upon purchase of ticket.

Away Matches 
Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets, Fleetwood Town FC members will have the second opportunity of purchasing tickets and any remaining tickets will go on general sale. The home club determines the cost of these tickets.

Cup Competitions 
Tickets for cup competitions are priced dependant on opposition, date of fixture, competition and in agreement with the opposition. Season ticket holders will have the opportunity to purchase their own seat numbers until a pre-advertised deadline day. After this date those seats will be released on general sale. Tickets for away fixtures will be allocated as above.

Refunds/ Returns 
The clubs policy on the return and distribution of unwanted tickets is as follows: 
Tickets purchased by supporters who find they are unable to attend will be refunded in full provided that;

  • A suitable reason is provided for being unable to attend
  • The club receives the ticket back at least 48 hours prior to the day of the fixture.
  • Any tickets returned within 48 hours of the fixture must be accompanied with a supporting letter
  • No refunds will be made on a match day
  • Refunds will not be made after the game unless exceptional circumstances exist. Should such a situation arise the head of ticketing will assess each case on it individual merits. Requests for a refund after the game must be accompanied with a supporting letter.
  • Refunds will not be given simply because a supporter is unhappy with a result or disagrees with a decision taken by the club.

Ticket Exchange and Ticket Relocation 
To regrade a match ticket/ season ticket already purchased, or to relocate to an alternative seat or stand, the transaction must be completed in person along with your proof of purchase prior to kick off at the Parkside Ticket Office. The relevant upgrade price will be applicable.

Abandoned Match Policy 
In the event that a match has to be abandoned for whatever reason the following club policy will apply:

  • If a game is abandoned after spectators have entered the ground but before kick off, ticket holders are entitled to free admission to the rearranged fixture.
  • If a game is abandoned after kick off spectators are entitled to half price admission to the rearranged fixture.
  • If a game is abandoned before the date of the fixture or before spectators have entered the ground, ticket holders are entitled to free admission to the rearranged fixture.

All supporters will be advised to retain their tickets as proof of their admission to the game. 

Lost/ Stolen Season Ticket Cards 
In the case of a season ticket or membership card being lost or stolen, replacement cards can be issued at a cost of £5. Supporters are asked to contact the ticket office as soon as possible regarding this process. 

Merchandise 
The club endeavours to ensure that all replica strip designs shall have a minimum life span of two seasons. 

The club carries out its obligations under EFL regulations to prevent price fixing in relation to the sale of replica strip.

The clubs offers refunds on merchandise, deemed to be defective, purchased in its official retail store in accordance with its legal obligations.

Merchandise can also be refunded if the following criteria are met:-

  • Returned within 28 days of purchase
  • Returned with a valid receipt
  • Returned unused and in re-saleable condition

Refunds will be made back by the original transaction type of the purchase. This being cash, card or cheque. Under no circumstances will we refund by a different format to the original purchase.

Please return all items to:

Highbury Stadium 
Park Avenue 
Fleetwood 
Lancashire 
FY7 6TX

Accommodating Away Supporters 
Fleetwood Town Football Club abides by EFL regulations governing the allocation of tickets to visiting clubs.

The club does not charge admission prices to supporters of a visiting club which are higher than those charged to non-member home supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens, students and junior supporters apply to supporters of a visiting club. 

Consultation and Information 
- Fleetwood Town FC consults supporters on a regular basis. 
- FTFC has and continues to develop means of consulting with all stakeholders of the club. 
- FTFC provides the earliest possible notices of any changes to club policies, particularly ticketing and any fixture changes.

The club strives to keep fans informed as much as possible through the means of social media, local paper, website, fan forums, match day announcements and the match day programme.

Following the Governments Expert Working Group (EWG) Supporter Ownership and Engagement discussion, the club will meet EFL regulation 111 by holding at least two fans forums in each season, to which its supporters are to be invited in order to discuss significant issues relating to the club. These will be held in one of the lounge facilities at Highbury Stadium on an open invitation basis.

Charity Partners and Requests 
Fleetwood Town FC support the EFL’s official charity. The club also holds annual poppy shirt auctions, with the proceeds directly benefitting The Royal British Legion. 

The club is fully committed to supporting local causes, with each charitable request for (signed) merchandise judged on its merits. The club does not make monetary donations and, due to the high number of requests, cannot always satisfy each and every one.

All charitable requests should be made to Tony Collier via email or on headed paper with the registered charity number displayed. Tony can be contacted via the following options:

Tony Collier 
Highbury Stadium 
Park Avenue 
Fleetwood 
Lancashire 
FY7 6TX

Telephone: 01253 775080 
Email: tony.collier@fleetwoodtownfc.com

Community Activities 
Fleetwood Town FC have established their own charitable trust, The Fleetwood Town FC Community Trust, which is dedicated to running various activities and programmes aimed at improving opportunities for the young and old to participate in sport.

More information on these activities can be obtained from the Community Trust be calling 01253 208442. The website of the community trust is http://www.communitytrustfcct.com 

Remembrance 
In the event of the passing of a Fleetwood Town FC fan, the club will hold a minutes silence or applause at the first home game of January to celebrate the lives of those we have lost during the previous year. They will also be acknowledged by the club on match day, if requested, closest to the date of passing. Our preferred method is via the big screen at half time with a tribute slide, the option of a public announcement is also available. Though such tributes can be submitted by other third parties, we ask that they seek permission from the family of the deceased before sending the details to us. 

The only other circumstance under which a minutes silence or applause will be held is if requested by one of the games governing bodies, such as the Football Association or EFL, or at the clubs discretion if an individual who has represented the club  with distinction has passed away in an untimely manner. 

Inclusion and Anti-Discrimination 
Fleetwood Town FC are committed to providing an inclusive environment for all and preventing discrimination. The club recognises the nine protected characteristics as cited in the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

Staff Conduct 
Fleetwood Town FC is an equal opportunities employer and encourages similar commitment from every organisation or individual acting within the game. 

The quality of opportunity at Fleetwood Town FC means that in all of our activities we will not discriminate against, or in any way treat less favourably, any person on any grounds.

This includes:

  • The advertisement of jobs
  • The selection of candidates for employment or promotion
  • Job location or working environment
  • Pay and employment terms and conditions
  • Internal training and development activities 
  • External education activities and awards
  • Football development activities
  • Selection for representative teams
  • Appointments to honorary positions

Fleetwood Town FC 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.

Fleetwood Town FC supports the Football Association in its commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.

GROUND REGULATIONS

The club would like all fans to take note and adhere to alllegislative ground regulations as stated below. 

Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, the Premier League and the English Football League (EFL) in respect of the relevant competition.The Ground Regulations incorporate the Club's Customer Charter (if any).Entry to the Ground shall constitute acceptance of the Ground Regulations.

"Ground" means this football stadium and all locations owned, occupied or utilised by the Club.

"Club" means this football club.

"Match" means any association football match (or any part or aspect of such a match) taking place at the Ground.

"Material" means any audio, visual or audio-visual material or any information or data.

“Football Authority” means each of the English Football League (EFL), the Premier League, The Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football

1: Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground any person:

1.1: that fails (or in the Club's reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward; and/or

1.2: whose presence within the Ground is, or could (in the Club's reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.

2: On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).

3: The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.

4: No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.

5: In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club's Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.

6: All persons seeking entrance to the Ground acknowledge the Club's right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search. 

7: The following articles must not be brought within the Ground - knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground.

8: Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Club’s management.

9: The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

10: Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

11: The following acts are offences under the Football (Offences) Act 1991 (as amended):

11.1: The throwing of any object within the Ground without lawful authority or excuse.

11.2: The chanting of anything of an indecent or racialist nature.

11.3: The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.

Conviction may result in a Banning Order being made.

12: All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.

13: Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.

14: The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.

15: EFL stadia are smoke-free and smoking is not permitted inside the Ground.

16: Mobile telephones and other mobile devices are permitted within the Ground PROVIDED THAT (i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes); and (ii) no Material that is captured by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.

17: Under the Sporting Events (Control of Alcohol etc) Act 1985 (as amended), the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:

17.1: Attempting to enter the Ground or being inside the Ground whilst drunk;

17.2: Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.

18: Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.

19: Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) to the Club and the EFL. You further agree (if and whenever required to do so by the Club and/or the EFL) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and the EFL absolutely and with full title guarantee.

20: No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.

21: Tickets are not transferable and may not be offered for sale without the prior written permission of the Club - or otherwise in accordance with the relevant ticket terms and conditions. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground and/or “blacklist”, any person who has offered for sale or transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions). Tickets remain the property of the Club at all times.

22: CCTV cameras are in use around and in the Ground.  Body worn video cameras recording video and/or audio may also be used as appropriate, for example to record prohibited behaviours as referenced in paragraphs 9 and 10. The Club may itself use or pass to the police or any Football Authority or other clubs, any recordings for use in any proceedings.

23: At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.

24: By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary. 

25: Further to paragraph 24, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.

26: Refused entry to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.