The 2014/15 Brentford FC Customer CharterTHE BEES CHARTER: OUR COMMITMENTS TO YOU
Brentford Football Club (the Club) is committed to providing a high quality of service to all its customers, and to maintaining and enhancing its relationships with the local community and other stakeholders.
1. WE WILL RESPOND TO ENQUIRIES AND COMPLAINTS PROMPTLY
1.1. Customers should contact the Supporter Liaison Officer with their questions, complaints, concerns and feedback and it will be that manager's responsibility to ensure that all issues are dealt with within the terms of the Customer Charter by the relevant department or persons concerned.
Letter Post: Sarah Kirton (PA to CEO & Club Secretary) or Madeleine Tarrant (Membership Co-Ordinator)
c/o Brentford FC
Telephone: 0845 3456 442 (during office hours)
Fax: 020 8568 9940
The Club will acknowledge receipt of all written enquiries within three working days and will respond fully, where possible, within seven working days.
1.2. If the customer feels that they are less than satisfied with the outcome they should direct their concerns to the Club's Chief Executive, Mark Devlin.
Letter Post: Mark Devlin
c/o Brentford FC
1.3. If after dealing with the Chief Executive the customer still feels dissatisfied they should contact the Bees United nominated independent adjudicator:
Letter Post: Donald Kerr
Bees United Adjudicator
c/o Brentford FC
1.4. The Bees United Adjudicator will acknowledge receipt of all written enquiries within three working days and will respond fully, where possible, within seven working days.
1.5. If the customer feels that they are less than satisfied with the outcome received from the Bees United Adjudicator they can direct their concerns to the Football League's Customer Service department
Telephone: 0844 335 0183
Letter Post: Customer Services Department
The Football League Limited
Edward VII Quay
1.6. Any complaints still not resolved can be sent to the Independent Football Ombudsman.
The Independent Football Ombudsman (IFO) has been established by the football authorities (The Football Association, The Premier League and The Football League) to receive and adjudicate on complaints which have not been resolved at an earlier stage.
Letter Post: The Independent Football Ombudsman
57 Great George Street
Telephone: 0800 588 4066
2. WE WILL BE COURTEOUS, HELPFUL AND WELL-INFORMED
2.1. The Club expects its staff, stewards and representatives to be courteous, helpful and well informed. Any person who feels that any of the Club's personnel are failing to meet the standards they would reasonably expect should notify the Club, as per point one above.
2.2. The Club will monitor the telephone system and website regularly to ensure that all information provided is current, fully updated and working to its full ability.
2.3. 'Mystery shoppers' will be in operation to monitor customer care during match days.
3. WE WILL MAKE GRIFFIN PARK A WELCOMING PLACE FOR EVERYONE
The Club recognises the need to make reasonable adjustments to Griffin Park to allow access to all members of the community and in doing so comply with the Disability Discrimination Act.
The Club also offers:
3.1. A pricing strategy which meets the needs of all individuals by means of a range of ticket prices.
3.2. Concessions on match days for junior supporters (under 18 years of age), full time students (with proof) and senior supporters (of 60 years and over).
3.3. Season Tickets payable by instalments through the Club's external credit agency at a reasonable rate of interest.
3.4. An equal opportunities policy, a copy of which is issued to all staff. A copy can also be obtained from the Club offices during office hours and is available on the website.
We will ensure that:
3.4.1. 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 or disability.
3.4.2. Any discriminatory behaviour, whether physical or verbal, will be met with appropriate disciplinary action in whatever context it occurs.
3.5. The Club operates a Smoke Free policy inside stadium areas on match days.
4. WE WILL BE FAIR IN SELLING TICKETS
4.1. For 'All Ticket' home matches the Club will sell tickets in the following order of priority subject to availability.
Discretion will be applied to the number of tickets available to each applicant:
1. Season Ticket Holders
2. Members of the official Club Membership scheme and Junior Bees (We will allocate loyalty points against ticket purchases and the more points gained will see the supporter elevated in the priority queue).
3. Those with a previous booking history with the Club
4. Members of BIAS, the Lifeline Society, Golden Gate Lottery and Bees Player Subscribers (if tickets remain and at the discretion of the Football Club).
5. General Sale (if tickets remain and at the discretion of the Football Club).
Note: From the moment a game is announced as All Ticket, the application for all memberships that enable priority booking will not be fully processed so that no ticketing benefit can be gained until such time that match is played.
4.2. For 'All Ticket' away matches the Club will sell tickets in the following order of priority subject to availability.
Discretion will be applied to the number of tickets available to each applicant:
1. Season Ticket Holders. We will allocate loyalty points against AWAY tickets purchased in advance from Brentford FC and the more points gained will see the Season Ticket Holder elevated in the priority queue.
2. Members of the Club Membership scheme and Junior Bees. We will allocate loyalty points against AWAY ticket purchased in advance from Brentford FC and the more points gained will see the supporter elevated in the priority queue.
3. Those with a previous ‘Away Ticket’ Booking history with the Club (All tickets must be purchased when available through Brentford Football Club in order for the Club to hold a record of this previous activity).
4. General Sale (at the discretion of the Football Club).
Note: From the moment a game is announced as all ticket, the application for all memberships that enable priority booking will not be fully processed so that no ticketing benefit can be gained until such time that match is played.
4.3. Ticketing details for cup competitions will be announced via the local press, match day magazine, the Club website and other media outlets available to the Club, once agreed by the two clubs.
4.4. Griffin Park has a number of 'Restricted View' seats, and in the event that these are sold each would be clearly marked on the ticket.
4.5. If a match is abandoned after spectators have been admitted to the stadium, but before kick-off, ticket holders are entitled to either a refund or a free ticket to the rearranged fixture. If a match is abandoned after kick off spectators are entitled to either a refund or a reduced price ticket to the rearranged fixture.
4.6. A register of all complimentary tickets will be maintained at the Club and these will be issued in accordance with Club's complementary policy.
4.8. For all away matches the Club will liaise in writing with the home club and agree a fair allocation to be available for sale in advance, which will be based on the anticipated demand for tickets from Brentford supporters. Should the total agreed be less than the standard allocation this figure should be communicated immediately. Brentford Football Club will also ensure that pricing to Brentford supporters is consistent with Football League rules in regard to away ticket pricing.
4.9. For 'All Ticket' home matches, all tickets sold will be traceable and should these tickets be touted or used by Away supporters, the future right to purchase tickets could be withdrawn and if disorder occurs banning orders could be considered.
5. WE WILL BE FAIR TO VISITING SUPPORTERS
5.1. The Club abides by Football Association and Football League rules governing the allocation of tickets to visiting clubs.
5.2. Any away fan found in any of the designated home areas of Griffin Park will be ejected from the ground.
6. WE WON'T EXPLOIT BUYERS OF OUR MERCHANDISE
6.1. Replica kit has a life span of a minimum of one season. The Club is committed to ensuring a competitive price for all replica kits and not entering into price fixing in relation to the sale of replica kits.
6.2. The Club will communicate with supporters regarding future replica strip designs and prospective launch dates. Details of the intended changes will be announced when known.
6.3. The Club offers refunds on merchandise in accordance with its stated policy on display in the Club Shop and legal obligations under the Sale of Goods Act. This can be found in the "conditions of sale" section of the Club's web-based merchandise catalogue. A copy of our conditions of sale is also available in the Club Shop.
7. WE WILL OFFER AND RECOGNISE MEMBERSHIP SCHEMES THAT BENEFIT SUPPORTERS
7.1. The club offers various membership schemes. The respective benefits of the current schemes are:
1. Season Ticket Holders (Club): Priority on 'All Ticket' matches not covered by Season Tickets. Discounts on away travel. Ten per cent discount in the Club Shop (sale items, books and DVDs are not discountable). We will allocate loyalty points against ticket purchases, Club Shop purchases and food/drink purchases within the ground. The more points gained will see the supporter elevated in the priority queue.
2. Club Membership (Club): The scheme will cost £20 per person per season and the main benefits will be that members can obtain a £2 discount against advance match day prices for home league games and members will have priority, after Season Ticket Holders, for matches where ticket availability is limited. We will allocate loyalty points against ticket purchases, Club Shop purchases and food/drink purchases within the ground. The more points gained will see the supporter elevated in the priority queue.
3. Junior Bees (Club): Priority on 'All Ticket' matches. Discounts on away travel. Ten per cent discount in the Club Shop on junior clothing and selected souvenirs (sale items, books and DVDs are not discountable). Discounted Community Sports Trust Coaching Courses and a Christmas Card signed by the team.
4. Lifeline (Independent): Where a Lifeline member is not already a member of one-three above, at the Club's discretion priority on 'All Ticket' matches and discount on away travel. Various prize draws throughout the season.
5. Bees United (the Brentford Football Community Society Limited) (Independent): Where a Bees United member is not already a member of one-three above, at the Club's discretion priority on 'All Ticket' matches and discount on away travel. Various prize draws throughout the season.
6. BIAS (Brentford Independent Association of Supporters) (Independent). Where a BIAS member is not already a member of one-three above, at the Club's discretion priority on 'All Ticket' matches and discount on away travel. Various prize draws throughout the season.
Note: At the beginning of the season, all loyalty points accrued from last season by Season Ticket Holders, and Club Members will be carried forward into the new season for all customers who renew their Season Ticket or Club Membership, this is to ensure the scheme is fair and viable.
8. WE WILL INCREASE THE CLUB'S CONTRIBUTION TO THE COMMUNITY
Brentford FC is proud of the contribution it makes to the community, and will continue to further this work through its policies and initiatives.
8.1. Information on the Brentford Football Club Community Sports Trust is listed on the web at www.brentfordfccst.com.
Enquiries regarding the scheme should be made to –
Telephone: 0844 247 1889
8.2. Information on the Griffin Park Learning Zone scheme can be obtained by calling - Telephone: 020 8758 0523
8.3. The Football Club will ensure that members of the First Team squad attend a number of community events during the season.
9. BRENTFORD FC CHARITY POLICY
Brentford Football Club will only accept charity requests that come in writing on headed charity notepaper or with an accompanying letter from the appropriate charity.
Charity requests are not accepted by email.
Brentford FC receives dozens of requests every month for tickets or merchandise to raise funds for charity.
The Club is committed to working with the local community, in partnership with Brentford FC Community Sports Trust, and supporting charities wherever possible. However, due to the number of requests received, it is not possible to answer every request in a positive manner.
The Club donates a Family Ticket, for two adults and two children, where appropriate and will judge each request on its merits.
Signed merchandise, balls and shirts, are also given but these are limited in number and only available at certain times of year.
Priority is given to local charities and to Brentford supporters performing acts for charity.
The Club also supports the Football League’s charity – currently Prostate Cancer UK.
A letter requesting support should include as many details as possible about the charity and what assistance the Club can provide.
The Club will try to reply to all requests but not all will be successful.
A request is likely to be turned down if it is not from a local charity or organisation, if the charity or organisation has already had support from the Club in the past 12 months or if the Club’s limit on charitable donations in a particular period has been reached.
Requests should be sent to:
Brentford Football Club
Brentford FC does not accept unsolicited requests to hold a charity bucket collection at Griffin Park.
Brentford FC is happy to welcome anyone visiting as part of a “Tour of the 92” during normal opening hours.
Due to the number of requests received, it will not usually be possible to advertise such a visit via Club communications channels.
Merchandise and souvenirs are not given away for free; they can be bought at www.brentforddirect.co.uk.
10. WE WILL CONSULT OUR SUPPORTERS AND STAKEHOLDERS
10.1. The Club will publicise its policies and initiatives on the Club website and in the match day magazine, through press releases and available media outlets.
10.2. The Club will consult with supporters and supporters' organisations on a regular basis.
10.3. The Club will arrange to consult with sponsors, the local authority, residents' groups, and other interested parties, where appropriate.
10.4. The Club will give early notice of any changes to its ticketing policy and the reasons for those changes.
11. BANNING ORDERS
Brentford Football Club has the right to ban any supporter or other person from Griffin Park at the discretion of the Club.
Bans will be considered in the event of major breaches of ground regulations, proof of football-related offences of a serious nature committed elsewhere, and any other circumstances that are likely to bring the reputation of Brentford FC into disrepute.
Brentford FC will invite each supporter whom it is considering for a ban or other sanctions to the Club to discuss the allegations prior to the next home fixture.
If the supporter fails to attend the meeting the Club will impose sanctions in their absence.
These sanctions will be confirmed in writing to the supporter.
At the end of each season, the Club will provide to the Football League in confidence, a summary of club bans imposed that season, which will include the number of supporters receiving club bans, the duration of these bans, the offences for which they were imposed, the number of initial meetings with supporters held, the number of supporters who have used the appeal process and the number of successful and unsuccessful appeals.
12. WE WILL REVIEW THIS CHARTER WITH BIAS AND BEES UNITED AT LEAST ANNUALLY AND UPDATE AS APPROPRIATE
11.1. To meet the Football league`s end of June deadline the formal annual review with BIAS and Bees United will commence in May each year.
11.2. Last updated June 29 2014.