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

Customer Relations 01202 726309 Available: Monday-Friday 9.00 a.m. to 5.00 p.m. (Voicemail: available out of hours)
Fax: 01202 726373
: customerrelations@afcb.co.uk

• 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

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.

CONSULTATION AND INFORMATION
• The Club consults supporters on a regular basis through representative organisations.
• The Club publicises its position on major policy issues via the club programme, its official website and press releases.
• The Club has and continues to develop ways to consult with sponsors, Bournemouth Borough Council, as well as other interested parties.
• 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 operates a scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.

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

Concessions
Concessionary prices are available to Junior Cherries, under-16s & over-65s, full-time students and disabled supporters while wheelchair-bound supporters and their carers are admitted free of charge in the allocated areas (on production of relevant documentation where appropriate)

• The Club provides:
• an area of the ground for the exclusive use of family groups and junior supporters.
• areas for use exclusively by wheelchair-bound disabled spectators and their carers (free of charge) together with a matchday steward dedicated to their needs. Phillip Tyrell - Disabled Liaison Officer can be contacted via the Ticket Office for details of our disabled facilities/ticket allocation.
• 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.

Loyalty and Membership Schemes
• The Club runs the following Loyalty and Membership schemes:
• Junior Cherries
• AFCB Loyalty Club
• Away Travel Club
• Vice Presidents

Away Matches
• The Club supporters are allocated tickets for away matches as follows:-
• Season Ticket Holders and Loyalty Card holders are given first priority

The away Club determines the cost of these tickets.

Cup Competition
• Tickets for Cup Competitions are priced in consultation with the opposing club. Tickets are allocated as follows:-
• Season ticket holders and Loyalty Card holders are generally given priority for a specified amount of time after which tickets go on open sale.

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.

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
• The Club endeavours to ensure that all replica Strip designs shall have a minimum lifespan of two seasons.
• The Club provides swing tickets attached to replica Strip stating its expiry date.
• 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.

Updated July 2010