Customer Charter

• All customer service enquiries/complaints/suggestions should be directed to the Club for the attention of:-

Customer Feedback 01202 726309 Available: Monday-Friday 9.00 a.m. to 5.00 p.m. (Voicemail: available out of hours)

• Each written/email complaint will either be acknowledged or responded to within 5 working days. If an acknowledgement is sent it will give details of the person dealing with the issue and a full response will be issued within 10 working days

Supporter Liaison Officer

STAFF CONDUCT

Our supporters, investors, sponsors and our local community are the reason that AFC Bournemouth exists. They deserve the best we can give. Therefore we aim to

give them the respect, courtesy and information they deserve in all dealings with the Club.

In none of its activities will the Club discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion, age or disability.

MATCHDAY EXPERIENCE

AFC Bournemouth prides itself on being a welcoming Club to both home and away supporters. We will strive to maintain high standards of safety and security for fans while facilitating a friendly and enjoyable matchday experience for all. Within the scope of this objective, all matchday customers are required to adhere to the Ground Regulations of the Football League which can be found at www.afcb.co.uk and are displayed around the stadium. In particular, the club will not tolerate abusive language or behaviour and will employ a one-caution, two-action approach to people who through their behaviour or language spoil the matchday experience for others.

SAFEGUARDING

The Club is dedicated to maintaining the safety and well-being of all children and young people in all aspects of its operations. The Club's Child Safeguarding contact is Steve Cuss who can be contacted on 01202 726342 in respect of any concerns or issues in this respect. 

CONSULTATION AND INFORMATION

• The Club publicises its position on major policy issues via the club programme, its official website, press releases, supporter newsletters and regular fans' forums.

• The Club consults supporters on a regular basis through the above channels as well as supporter surveys and regular focus groups

• The Club has and continues to develop ways to consult with partners in our local community. 

• The Club gives the earliest possible notice to any changes to its ticketing policy and the reasons for the changes.

• The Club undertakes research on the design and number of new strips.

TICKETING

Pricing

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

• The Club will ensure that the most significant discounts are available to its junior supporters thereby encouraging its fans of the future.

• The Club operates a scheme to enable supporters to pay for season tickets by instalment..

• The Club's policy for restricted view seats is not to sell them unless specifically requested. If all other seats are sold, customers will be notified of the restriction before purchase.

Concessions

Concessionary prices are available to Junior Cherries, under-16s & over-65s, full-time students and ambulant disabled supporters while non-ambulant supporters and their assistants are admitted free of charge in the allocated areas. Proof of concession status will be required.

Allocation

• At least 5% of tickets to each home game will be made available to non-season ticket holders.

• The Club provides an area of the ground for the exclusive use of family groups and junior supporters.

Loyalty and Membership Schemes

• The Club runs the following Loyalty and Membership schemes:

• Junior Cherries

• Loyalty Card Members 

• Vice Presidents

Cup Competitions and other games of high interest 

• Tickets for Cup Competitions are priced in consultation with the opposing club.

• Season ticket holders and Loyalty Card holders are generally given priority for a specified amount of time after which tickets go on open sale. However, the club reserves the right to change this policy as operational or safety issues may determine.

Returns and refunds

• The Club's policy on the return and distribution of unwanted tickets is to offer an alternative game as long as tickets are returned prior to re-arranged matchday. Exceptions to this policy will however be considered.

• If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match.

SUPPORTERS WITH DISABILITIES

• The Club provides a variety of viewing positions for use exclusively by non-ambulant disabled spectators and their assistants (free of charge) together with an unlimited number of seats for other ambulant disabled supporters. The club has a Disability Liaison Officer and a number of Matchday Stewards dedicated to their needs. In addition, there is a Club Room for use by disabled supporters on a matchday. Phillip Tyrell - Disability Liaison Officer can be contacted via disability@afcb.co.uk or 07803 090047 for details of our disabled facilities/ticket allocation. Ambulant disabled supporters are able to request seats in any part of the ground. 

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 our own supporters for comparable accommodation. In particular our concessionary rates offered to over 65s and junior supporters apply to supporters of a visiting club.

MERCHANDISE

• At least one new change of kit will be released every year.

• Details of the next intended change of kit is available from AFC Bournemouth Buying Department (Tel: 01202 726376) at Dean Court. For more information email shop@afcb.co.uk 

• In the event of a change of Club sponsor, the new sponsor's name may appear on the playing kit immediately, even if this is during the lifespan of a replica kit.

• Other changes during the season to the playing kit may not be replicated on the replica kit.

• Details of the intended change of kits are available from the Club shop.

• The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica Strip.

• The Club offers refunds on merchandise (in accordance with its legal obligations).

COMMUNITY ACTIVITIES

AFC Bournemouth's foundation is its community. The Club will continue to dedicate its efforts, resources and facilities to promote sport, education and welfare within its community working in partnership with the AFC Bournemouth Community Sports Trust as well as other partners from time to time.

STADIUM ACCESS AND PARKING

The Club recognises that access and particularly exit after a game on matchdays can be slow due to the limited exit routes from Kings Park and you are likely to experience delays if leaving immediately after the game of up to 30 minutes. We have provided facilities in the 1910 Bar and Legends after the game should supporters wish to wait for the level of traffic to abate the Club will continue to work with Bournemouth Borough Council to try to alleviate this problem.

Public parking, unless allocated a space by the Club, will be in the Council's pay & display car park to the south of the stadium. Charges will apply up to 6pm after which time parking is free. The Club has no jurisdiction over this car park and any comments or complaints should be directed to Bournemouth Borough Council's Parking Division on 01202 451451.

SEASON 2012/13 CLUB OBJECTIVES

1. Enhance the matchday experience for our young supporters and their families with particular focus on our family stand.

2. Improve the variety and quality of our matchday catering, introducing items made by our own chefs on site.

3. Introduce a new system for booking tickets by telephone to better improve our service to customers in this respect.

Updated June 2012