THE BEES CHARTER: OUR TEN 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 Communications & Player Liaison Manager 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.
Email: peter@brentfordfc.co.uk
Letter Post: Peter Gilham
Communications & Player Liaison Manager
c/o Brentford FC
Braemar Road
Brentford
TW8 0NT
Telephone: 0845 3456 442 (during office hours) Fax: 020 8568 9940
Email: enquiries@brentfordfc.co.uk
1.2. The Club will acknowledge receipt of all written enquiries within three working days and will respond fully, where possible, within seven working days.
1.3. If the customer feels that they are less than satisfied with the outcome they should direct their concerns to the Club's General Manager, Mark Devlin.
Email: mdevlin@brentfordfc.co.uk
Letter Post: Mark Devlin
General Manager
c/o Brentford FC
Braemar Road
Brentford
TW8 0NT
1.4. If after dealing with the General Manager the customer still feels dissatisfied they should contact the Bees United nominated independent adjudicator:
Email: mark.chapman@beesunited.org.uk
Letter Post: Mark Chapman
Bees United Adjudicator
c/o Brentford FC
Braemar Road
Brentford
TW8 0NT
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 recognizes 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. 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 Lifeline Society, Bees United, BIAS and Junior Bees.
3. Registered Members i.e. Previous booking history with the Club
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.
4.2 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 who are also purchasers of tickets from previous away matches. (All tickets must be purchased when available through Brentford Football Club in order for the Club to hold a record of this previous activity).
2. Season Ticket Holders.
3. Members of the Lifeline Society, Bees United, BIAS and Junior Bees, or purchasers of tickets from previous away matches. (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. Registered Members i.e. Previous booking history with the Club.
5. 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 kickoff, 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 Refunds for tickets purchased are obtainable up to 24 hours prior to the advertised kick off only.
4.7 A register of all complementary 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.
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.
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. Junior Bees: Priority on "All Ticket" matches. Discounts on away travel. 10% discount in the Club Shop (replica shirts and sale items are not discountable). Discounted Community Sports Trust Coaching Courses and a Christmas Card signed by the team.
2. Lifeline (This is a private Members Club operated independently of the Club): Priority on "All Ticket" matches. Discount on away travel. 10% discount in the Club Shop (excepting replica shirts and sale items). Various prize draws throughout the season.
3. Bees United (the Brentford Football Community Society Limited - an Industrial and Provident Society operated independently of the Club): Priority on "All Ticket" matches. Discount on away travel.
4. BIAS (Brentford Independent Association of Supporters). This Association is operated independently of the club. Priority on "All Ticket" matches. Discount on away travel.
7.2 Additionally the Club offers the following benefits to Season Ticket Holders:
Priority on "All Ticket" matches, discount on away travel, 10% in the Club Shop (excepting books, DVDs and sale/reduced/promotional items)
8. WE WILL MAXIMISE 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
E-mail: info@brentfordfccst.com
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. WE WILL CONSULT OUR SUPPORTERS AND STAKEHOLDERS
9.1 The Club will publicise its policies and initiatives in the Club website and match day magazine, through press releases and available media outlets.
9.2 The Club will consult with supporters and supporters' organisations on a regular basis.
9.3 The Club will arrange to consult with sponsors, the local authority, residents' groups, and other interested parties, where appropriate.
9.4 The Club will give early notice of any changes to its ticketing policy and the reasons for those changes.
10. WE WILL REVIEW THIS CHARTER WITH BIAS AND BEES UNITED AT LEAST ANNUALLY AND UPDATE AS APPROPRIATE.
10.1. Last updated 30 June 2011
