Customer Charter
Info
Contents:
1. Mission Statement
2. Customer Service
3. Complaints Procedure
4. Supporter Liaison Officer Details
5. Staff Conduct and Equal Opportunities
6. Consultation and Information
7. Match Day Parking
8. Ticketing
9. Match Abandonment
10. Stadium
11. Ground Regulations
12. Stewarding, Crowd Control and First Aid Procedures
13. Banning Orders
14. Accommodating Away Supporters
15. Merchandise
16. Community Activities
17. Junior Membership Schemes
18. Data Protection
19. Safeguarding
20. Catering Facilities – Kiosks
21. Hospitality
22. Charity Policy
23. Fans Forum
24. Review Date
1. MISSION STATEMENT
Swindon Town Football Company Ltd (STFC) will commit itself to providing the highest standards of service excellence and professionalism to its sponsors, supporters, customers and commercial partners at all times.
The Club will conduct an annual review of its customer charter and associated
activities, and make changes as appropriate in line with the guidance from relevant
governing bodies.
2. CUSTOMER SERVICE
STFC will respond to any contact from a customer by telephone, letter or e-mail within 10 days.
The club shall appoint a person within its staff to act as the Club Customer Services contact and that person will be available to accept calls or enquiries during the normal business hours of the club.
The appointed member of staff is Caroline Lane, she can be contacted on 0330 002 1879 or via email at reception@swindontownfc.co.uk.
3. COMPLAINTS PROCEDURE
If a customer has a complaint or enquiry relating to one of the following specific issues the following members of staff can be contacted:
• Staff Conduct: Anthony Hall - anthony@swindontownfc.co.uk - 0330 002 1879
• Merchandising: Chloe Higgs - chloe@swindontownfc.co.uk - 0330 002 1879
• Ticketing: Vicki Eyles - vicki@swindontownfc.co.uk - 0330 002 1879
• Events and Conferencing: Rachel Burt - rachel@swindontownfc.co.uk - 0330 002 1879
• Discrimination: Anthony Hall - anthony@swindontownfc.co.uk - 0330 002 1879
• Disability Issues: James Watts - james@swindontownfc.co.uk - 0330 002 1879
• Stadium Facilities: Anthony Hall - anthony@swindontownfc.co.uk - 0330 002 1879
Should the correspondent not be happy with the Club’s response, you may contact the Independent Football Ombudsman’s service which would be able to assist you if you contact using the details below:
The Independent Football Ombudsman, Premier House, 1-5, Argyle Way, Stevenage, SG1 2AD 0800 588 4066
4. SUPPORTER LIAISON OFFICER
The club has a designated Supporter Liaison Officer and this employee is Vicki Eyles. Vicki can be contacted at vicki@swindontownfc.co.uk
5. STAFF CONDUCT AND EQUAL OPPORTUNITIES
Swindon Town FC undertakes to confront and eliminate discrimination, whether because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex or sexual orientation collectively known as ‘Protected Characteristics’ under the Equality Act 2010.
Swindon Town FC is an equal opportunities employer. We are committed to equal opportunity within our organisation and will endeavour to encourage similar commitment from others within the game.
Equality at STFC means that in none of our activities will we discriminate against any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability and this includes:
- The advertisement of jobs
• The selection of candidates for employment or promotion
• Job location or working environment
• Pay and employment terms and conditions
• Internal training and development activities
• Football development schemes
• External education activities
• External education activities and awards
Swindon Town FC 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 the appropriate disciplinary action.
Swindon Town FC supports the Football Association and the EFL in their commitment to developing a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.
Inclusion & Anti-Discrimination
Swindon Town Football Club are committed to providing an inclusive environment for all and preventing discrimination. The club recognises the nine protected characteristics as cited in the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.
If a customer has a complaint or enquiry relating to Equality, Inclusion or Anti-Discrimination please contact Anthony Hall – anthony@swindontownfc.co.uk - 0330 002 1879.
You can also visit www.kickitout.org or download the official Kick It Out app for your smartphone to report an incident.
6. CONSULTATION AND INFORMATION
STFC will communicate with supporters regularly through the Official Club Website, Social Media Channels and various other communication methods i.e. E-mail, The Supporters Club, newsletters, and club programmes and forums. STFC will also endeavour to produce supporter questionnaires which will be published on swindontownfc.co.uk throughout the season.
The club will publicise its position on major policy issues in the club programme, website and Social Media channels.
STFC has and will endeavour to continue ways to develop communications with shareholders, sponsors, the local authority, supporters and other interested parties.
The club will give, at the earliest possible notice, any changes to its ticketing policy and will give reasons for that change.
7. MATCH DAY PARKING
Match day parking is not available at the stadium.
8. TICKETING
STFC will continue 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 in instalments.
At least 5 per cent of tickets to each game will be made available to non-Season Ticket holders.
Concessionary prices are available to junior supporters, senior citizens, students and young adults.
Senior citizens are available to both men and women from the age of 65 and over. Young adults are available to both men and women aged 18-21 years of age.
STFC will provide an area of the ground for the exclusive use of family groups and junior supporters located in the D1 section of the Don Rogers stand.
STFC will provide support for disabled supporters and their helpers. James Watts can be contacted on 0330 002 1879 or via james@swindontownfc.co.uk for details of our disabled facilities and ticket allocation.
The club will always make it clear to its customers buying tickets if these tickets are in a restricted-view area.
260 loyalty points will be issued to Season Ticket holders at the start of the season.
15 points are issued for a home match purchase and 10 points for an away match purchase when purchased via Swindon Town (one set of points per customer will be issued if purchasing two tickets please re-assign the additional ticket to the second customer to obtain loyalty points). Loyalty point balances will be cleared down at the end of every season.
Matches with high popularity may go on priority sale. Tickets will be made available to people who have enough qualifying points. Details of priority sales will be published on our official website.
Tickets for Cup competitions are priced accordingly, after consultation with the opposing club.
STFC asks for any unwanted tickets from opposing clubs to be returned 24 hours before a game so they can be redistributed and offered for sale at the away ticket office on the day of a match.
The club will always endeavour to make any unwanted or returned tickets available providing that in doing so they do not breach any ground regulations or breach the club’s Safety Certificate.
9. MATCH ABANDONMENT
In the unusual circumstance that a fixture is abandoned before the scheduled date, Swindon Town’s Social Media channels will broadcast the news. We will also do our best to let the local news and radio know.
In the unusual circumstance that a match is abandoned during play the following points/policies will come into effect:
1. If the game is abandoned for any reason before half time, the spectators may be admitted to the re-arranged fixture for 50% of the normal admission charge.
2. If the abandonment occurs after half-time, the normal admission changes for the re-arranged fixture will apply.
3. If the game is postponed prior to kick-off, tickets purchased for that fixture will be valid for the rearranged fixture.
4. In the event of a 'behind closed doors' game or match attendance numbers are restricted as a consequence of any government, football authorisation, or other regulatory body guidance or direction; the club will endeavour to provide each qualifying home match ticket holder with a replacement streaming code. Where a streaming voucher is made available, the home match ticket may not be exchanged, refunded or used for other matches. Even when the home match ticket holder opts not to use the streaming code.
10. STADIUM
STFC will ensure that The County Ground stadium is maintained to the highest possible standards of cleanliness and safety. Under the direction of the Stadium Manager and the Match Day Safety Officer, the safety of supporters and visitors to the stadium will be of paramount importance. If you would like to report any Stadium issues please contact, Anthony Hall at anthony@swindontownfc.co.uk
11. GROUND REGULATIONS
You will find a number of Ground Regulations posters around the stadium and on the Official STFC website here.
12. STEWARDING, CROWD CONTROL AND FIRST AID PROCEDURES
Should you require medical assistance whilst, at The County Ground, we have a medical room based at the front of the Arkell’s Stand near the Town End. If you are unsure where this is, your stand stewards will be able to escort you or point you in the right direction.
13. BANNING ORDERS
These are employed after an incident has been reported through our stewards/Safety Officer to the Police and then judicial action has been taken against the alleged perpetrator. Banning orders can vary in length of time dependent upon the nature of the misdemeanour.
Examples of unacceptable behaviour leading to banning orders include violent or abusive behaviour towards the public or club officials, drunken behaviour, racist chanting or comments and encroaching on the playing surface.
14. ACCOMMODATING AWAY SUPPORTERS
STFC abides by English Football League Regulations governing the allocation of tickets to visiting clubs.
The club does not charge admission prices to supporters from a visiting club which are higher than those charged to our own supporters for comparable accommodation.
Our concessionary rates offered to our own senior citizens, junior supporters and students apply to supporters of a visiting club.
15. MERCHANDISE
STFC will make all supporters aware when a replica strip is launched (date of launch) and the life span of the kit, through its club programme, any merchandising catalogues, e-mail communications and visible signage in the club shop.
The club will make details available of any intended change of kit through its club shop and the club carries out its obligations under EFL Regulations to prevent any price fixing in relation to the sale of replica kit.
STFC will always offer refunds on merchandise in accordance with standard retail practices and as part of its legal obligations. A refund can only be processed if the item is returned within 28 days, in pristine condition and all tags are attached with a valid proof of purchase.
An item cannot be returned if used/worn unless faulty. Replica shirts with personalization will not be refunded unless faulty.
STFC also offers an online shopping outlet via www.stfcdirect.com any queries in relation to this website should also be sent to Store on store@swindontownfc.co.uk
The usual Club Shop Opening Hours are:
Monday: Closed
Tuesday (Non-Home Match): 10am - 4pm
Tuesday (Home Match): 10am - Kickoff
Wednesday: Closed
Thursday and Friday: 10am - 4pm
Saturday (Home Match): 11am - 3pm. (Post Match until 5:45pm)
The club shop is closed on Monday, Wednesday, Sunday and Bank Holidays. Please note, on Saturday if the team are playing away the club shop will also be closed.
Tickets are available to purchase from 9am until kick-off from the Ticket Windows.
Store opening times are subject to change and this will be updated accordingly.
Any complaints or enquiries should be sent to Retail Lead, Chloe Higgs at chloe@swindontownfc.co.uk or call 0330 002 1879.
The club is committed to reviewing our ticketing and retail procedures in line with feedback and government guidelines.
16. COMMUNITY ACTIVITIES
Swindon Town FC will endeavour to work closely with all sections of the local community to promote the club as a family-orientated sporting organisation.
Through its links via the local education authority, schools and other community organizations STFC seeks to act as a role model in encouraging healthy and active lifestyles.
17. JUNIOR MEMBERSHIP SCHEMES
STFC operates a Junior Membership Scheme ‘Junior Reds’ that is designed to create an even greater bond between the club and its young supporters.
Junior Red (11 and under): £45 per season
For full details of Membership please view swindontownfc.co.uk or email queries@swindontownfc.co.uk or call 0330 002 1879.
18. DATA PROTECTION
STFC are required to maintain the privacy and security of the customer details held on record in accordance with the Data Protection Act 1998.
STFC has appointed FL Interactive to operate their official club website. FL Interactive is responsible for ensuring data protection is in place in respect of any user data collected by the official club website.
19. SAFEGUARDING
STFC is committed to safeguarding children, young people and vulnerable adults in all aspects of its work and match delivery.
The Club recognises that people in football are considered by many to be role models for children, young people and vulnerable adults and it will endeavour to demonstrate the correct aspects of the game to its entire audience group.
The Club will seek to ensure that the football stadium provides a safe and caring environment for all spectators. Procedures for ensuring adequate child protection safeguards will be implemented and appropriate records will be kept.
20. CATERING FACILITIES: KIOSKS
STFC operate the Kiosks throughout the ground. If you have a complaint or wish to enquire please contact our Head of Hospitality, Chris Abrook in the first instance at chris@swindontownfc.co.uk or 0330 002 1879.
21. HOSPITALITY
The club has a number of hospitality opportunities on match days, for more info please follow this link http://www.thecountyground.co.uk/hospitality/ or contact our Commercial Department at 0330 002 1879 or marketing@swindontownfc.co.uk.
22. CHARITY POLICY
Please click here for the STFC Charity Charter.
23. FANS FORUM
The Football League have introduced a new regulation where clubs are committed to meeting Regulation 128.
Swindon Town will be holding a minimum of two fans forum meetings per season with details of which will be published on the official website and social media channels once dates for the forums have been agreed.
This will be an opportunity for fans to attend the ground and have their say on significant issues regarding the stadium. The meetings will be held by Club Directors and Senior Executives.
24. REVIEW DATE
This Charter will be reviewed on or before 01 September 2027.