Customer charter for the 2014/15 season
All customer service enquiries/complaints/suggestions for improvement 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) or email email@example.com
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. If a supporter feels that his or her complaint has not been dealt with appropriately they have recourse to the Football League Customer Service Team which can be contacted at firstname.lastname@example.org, by telephoning 0844 335 0183 or by writing to Customer Services Department, The Football League Limited, Edward VII Quay, Navigation Way, Preston, PR2 2FY.
If, having received the League’s response, you feel your complaint has still not been properly attended to supporters are advised to contact The Independent Football Ombudsman, Suite 49, 57 Great George Street, Leeds LS1 3AJ.
Supporter Liaison Officer: Liz Finney – General Manager
The SLO has responsibility for the delivery of the Club’s policy as it concerns supporters and to act as a point of contact for supporters and liaise with other Club management on any issues raised. We are always keen to receive supporter ideas and suggestions as to how we can improve our service so please do not hesitate to contact us in this respect.
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.
MATCH DAY 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 match day experience for all. Within the scope of this objective, all match day customers are required to adhere to the Ground Regulations of the Football League which can be found here
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 match day experience for others. Other infringements of the Ground Regulations may result in a caution, temporary or full Club Banning Order usually dependent on the infringement and whether a supporter has been subject to a match day disciplinary process before. In all instances, the supporter will be informed in writing by the Disciplinary Committee Chair and will have the opportunity to put forward their case.
Our match day safety stewards should be the first point of call in the ground if supporters have any concerns regarding their well-being, be it a medical, safety or general feedback matter. Stewards will summon first aid assistance if required.
The club offers a variety of catering on a matchday from concourses to full hospitality and strives to deliver quality and value in each option. Should you have any feedback on any aspect of this provision, please use the feedback route above and we will forward on to our catering department for comment or action. If you would like further information on hospitality options, please contact 01202 726306.
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 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.
• 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 and their families.
• 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.
Concessionary prices are available to Junior Cherries, family groups, under-16s, over-65s and full-time students. Those supporters in receipt of the higher level of disability allowance for either mobility or care, or the middle rate for care, are entitled to be accompanied by a personal assistant free of charge. Proof of concession/disability status will be required.
Where a family ticket is purchased, family adults must have a child with them to gain entry to the family stand. Any personal assistant to a disabled supporter must enter the ground with that relevant disabled supporter.
• At least 5% of tickets to each home game will be made available to non-season ticket holders.
• The Club provides areas of the ground for the exclusive use of family groups and junior supporters.
• The front row seats of all stands are initially allocated for wheelchair users and their personal assistants. In addition, there are 4 raised viewing platforms available.
The Club runs the following Membership schemes:
• Junior Cherries
• 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 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 the entire front row of all available seating areas to wheelchair users and their personal assistants. Use of the east stand raised platform can be requested by telephoning 01202 726311 or emailing email@example.com.
Our disabled supporters should contact the ticket office supervisor for any ticketing enquiries (0844 576 1910 options 1, 2) and the General Manager for any other disability related matters (01202 726309). On match days, we have dedicated disability stewards who are based in our Legends foyer in the main stand, to assist supporters. In addition, there is an East Stand Club Room for use by disabled supporters on a match day. 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, U16s, students and disabled supporters apply to supporters of a visiting club.
• 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 Retail. For more information email firstname.lastname@example.org or telephone 0844 576 1910
• 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).
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. Further details on the work in our local community by the AFC Bournemouth Community Sports Trust can be found here
AFC Bournemouth is committed to preserving its local environment. The club works with local partners through its Green Goals scheme to further this objective and more information can be found here
The club recognises that there are some inconveniences of living close to a football stadium and as such it will work with its immediate neighbours, their Ward Councillors, the Council and other agencies to minimise any effect especially on matchdays.
CLUB POLICY ON CHARITABLE DONATIONS
The club receives many requests for charitable donations and, while recognising the excellent work carried out, it is not able to provide assistance to all and has therefore set out the following policy in this respect:
We will support local charities and organisations but not national bodies or local branches of national organisations.
The exception to this is the Football League’s nominated charity which changes from time to time and may be a national or international body.
The club is not able to provide monetary donations.
Signed merchandise is most often requested and we are not in a position to satisfy the volume involved. We will therefore offer 2 ticket vouchers for a nominated League game to assist with fundraising. This will be subject to availability and on the basis of no more than one set of tickets per organisation each year.
Any requests should include a validation from the charity or organisation involved on its headed paper and should be emailed to email@example.com or addressed to AFC Bournemouth, Goldsands Stadium, Bournemouth BH7 7AF.
The club’s policy is not to allow bucket collections on a match day (an exception may be the League’s nominated charity if this is centrally agreed).
AFC Bournemouth has worked closely with a number of local charities on specific projects- most recently Lewis-Manning Hospice, The Youth Cancer Trust, Julia’s House and Turn Your Back on Knife Crime. As the opportunity to work with a local charity or organisation arises, the club will invite applications or you can nominate a charity by 31st May by writing to Rob Mitchell, Commercial Director or emailing firstname.lastname@example.org
PURCHASED MERCHANDISE FOR SIGNING
It is important for the club to maintain the value of its signed merchandise and therefore we will not accept AFC Bournemouth merchandise to be signed by players or management. The club may, at its discretion from time to time use signed merchandise to raise money for nominated charities, sponsor obligations or its own promotional or customer relations purposes.
STADIUM ACCESS AND PARKING
The Club recognises that access and particularly exit after a game on match days 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 car park to the south of the stadium. However, as this facility fills quickly, we have arranged alternative parking at Harewood College and the Sovereign Centre, both approximiately 10 minutes’ walk away. The Club accepts no responsibility for any vehicles or property left in these car parks.
Updated June 2014