Customer Charter

Hereford United Football Club (1939) Ltd

Customer Services Charter

· All staff are encouraged to be friendly, polite and helpful as they are a customer contact.

· The Club endeavours to reply to customer enquiries/complaints within a reasonable time period of 7-10 days by either, e-mail, letter or telephone.

· The Club has a customer service contact available during club opening hours to deal with any issues that may arise.

· All staff are a contact with the general public and must respond to an enquiry in

· All staff must be friendly, polite and helpful at all times.

· The Club has a anti-discrimination policy in place that is understood by all staff which lays out the Club’s commitment to eliminate all discriminatory behaviour.

Consultant and Information

· The Club strives to keep supporters informed on a regular basis through forums, questionnaires, website, press releases and match programme’s.

· The Club gives the earliest notice that is possible for ticket policy changes and the reason for this change.

· The Club will try to develop ways to consult with all interested parties whether sponsors, local community, councils etc.

· The Club will always look at refunds for Postponed and/or Abandoned Matches.

· The Club strives to offer an appropriate band of pricing including concessions for junior supporters and senior citizens over 65.

· The Club will try to develop ways to consult with all interested parties whether sponsors, local community, councils etc.

Accommodation for Away Supporters

· The club abides by the competition Rules & Regulations governing the allocation of tickets for visiting clubs.

· The Club does not charge higher ticket prices for visiting supporters and that concessions will apply to visitors as well as home supporters.

· The Club welcomes early indications that a visiting club would not require more than 5% of the capacity, making the balance of seats available for home supporters.

Merchandise

· The Club endeavours to ensure that all replica Strip design’s have a minimum lifespan of two seasons.

· The Club carries out its obligations under competition Rules and Regulations to prevent price fixing in relation to the sale of the replica Strip.

· The Club offers refunds on merchandising in accordance with its legal obligations.

Community Activities

· The Club aims to increase attendance by issuing free tickets for home games to local organisations and schools.

· The Club is committed to encourage children to play and watch football, through our Football in the Community Scheme.

· The Club works with children with special needs and disabilities through coaching sessions at special schools.