HEREFORD UNITED FOOTBALL CLUB
CUSTOMER CHARTER - SEASON 2011/12
CUSTOMER SERVICE
The Club will endeavour to respond to any letter, telephone call, e-mail or fax within seven days of receipt. If a full response cannot be made within that time scale, an acknowledgement will be sent and a detailed reply will follow within 21 days of receipt of the original communication.
STAFF CONDUCT
Mission Statement
The Club's aim is that all customers attending matches at THE EDGAR STREET GROUND do so in the knowledge that they will be treated in a civil and courteous manner by a team of professional personnel on duty around the ground.
Anti-Discrimination Policy
1. The Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, religion or disability.
2. The Club is an equal opportunities employer. This means that in none of its activities will it discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:
The advertisement of jobs
The selection of candidates for employment or promotion
Pay and employment terms and conditions
Internal training and development activities
External education activities and awards
Football development activities.
3. The 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.
4. The Club supports The Football Association and The Football League in its commitment to develop a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.
CONSULTATION AND INFORMATION
The Club consults supporters on a regular basis through the Official Supporters Club and Fans Forums which are attended by Hereford United Football Club Staff and Directors.
The Club publicises its position on major policy issues in the Club programme and on its Website.
The Club has and continues to develop ways to consult with Shareholders, sponsors, the local authority, local residents associations, community groups and other interested parties.
Comments and suggestions from supporters are welcomed and can be addressed to the individual departments or via the Official Supporters Club or the clubs email.
The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
The Club will where possible, consult supporters on kit design and number of new Strips.
TICKETING
Pricing
The Club offers a broad range of ticket prices to encourage access for as many people as possible.
The Club offers the best possible pricing for its Season Ticket holders with considerable discounts for Season Tickets.
An allocation of tickets will be given to the Community Department for various games allowing school and community groups the opportunity to support Hereford United Football Club during the season.
TICKET PRICES
All tickets issued are subject to the rules and regulations of FIFA, UEFA, The Football Association, The FA Premier League and The Football League in respect of the relevant competition and Hereford United Football Club Ground regulations.
We would remind you that any person wishing to obtain a refund on match tickets not subsequently required must ensure that the tickets are in possession of Hereford United Football Club no later than 24 hours prior to the time of the advertised kick off.
Hereford United Football Club accepts no responsibility to replace lost, stolen or damaged tickets.
Hereford United Football Club exclude to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the ground.
If tickets are resold or transferred without prior written consent of Hereford United Football Club it will become void and the holder may be refused entry or ejected from the stadium.
The use of tickets to enter the ground constitutes acceptance of such rules and regulations and the ground regulations and Hereford United Football Club reserves the right to eject from the stadium any person who fails to comply with such rules and regulations.
In line with the government legislation and football league policy, there will be NO SMOKING allowed in any part of the stadium. Hereford United Football Club also operate a NO RE-ADMISSION policy.
The Club provides:
Support for disabled spectators and their carers, including facilities for the blind
Away Matches
The Club's supporters are allocated tickets for away matches as follows.
When tickets are limited in number the allocation is as follows: Season Ticket Holders, any remaining then go on general sale.
When tickets are not of a premium they are available on a general sale basis.
The home club determines the cost of these tickets.
Cup Competitions
Tickets for Cup Competitions are priced and allocated the same as for League matches
The Club reserves the right to reduce prices as appropriate for certain Cup matches, in consultation and agreement with the opposing Club and in accordance with the Rules of the Competition in question.
Returns/Refunds
The Club's policy on the return and distribution of unwanted tickets is as follows.
1. If a match is postponed prior to the day of the match the ticket will be valid for the re-arranged date.
2. If a match is postponed on the day but before kick-off, ticket holders are entitled to free admission to the re-arranged game on production of a ticket from the postponed match.
3. If a match is abandoned after kick-off spectators are entitled to half price admission to the re-arranged game on production of a ticket from the abandoned game.
4. If a match is postponed and the customer cannot attend the re-arranged date a full refund will only be considered if the ticket is received no later than 24 hours prior to kick-off of the new date. Refunds will not be available on the day of postponement.
5. If a supporter cannot make a game for any reason they will only receive a refund if the ticket has been returned 24 hours prior to kick off.
IN ALL CASES WHEN A MATCH HAS BEEN POSTPONED OR ABANDONED AND PART OF THE TICKET HAS BEEN TORN OFF AT THE TURNSTILES THE HOLDER OF THE TICKET MUST PRODUCE IT AT THE BOX OFFICE AT LEAST 24 HOURS IN ADVANCE FOR THE TICKET TO BE RE-ISSUED FOR THE RE-ARRANGED MATCH.
ACCOMMODATING AWAY SUPPORTERS
The Club abides by Football League 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 its own supporters for comparable accommodation. In particular, the concession rates offered to Hereford United Football Club senior citizens and junior supporters apply to supporters of a visiting club.
MERCHANDISE
The Club will provide a published, well-communicated kit cycle policy with all fans being aware of kit change dates.
Details of the next intended change of kits will be available from the Club Shop or on herefordunited.co.uk as soon as these are determined.
The Club carries out its obligation under Football League Regulations to prevent price fixing in relation to the sale of replica Strip.
The Club offers refunds on merchandise provided proof of purchase is available and is within its legal obligations.
COMMUNITY SCHEME
Hereford United in the Community Trust
'one club one community'
Mission Statement
To use the power of Hereford United and football to form and grow links with the wider community. The Trust will focus on improving Sports participation, Education, Health and Social Inclusion within our community.
Our Aims
To grow and maintain a reputation of being a club for the community.
To offer a professional and safe environment for children and adults to enjoy being part of a professional football club.
Hereford United in the Community aim to enhance the supporter base by engaging with thousands of young people per year.
To offer support to local schools in their education needs.
To use the power of both football and Hereford United to tackle issues of social inclusion and health.
To maintain our high standards and status of 'best practice model', and leader in community football across the region.
HEREFORD UNITED FOOTBALL CLUB
June 2011.
