PUBLISHED
12:32 15 February 2012
By
Bradford City Football Club Fan Charter
Bradford City Football Club is committed to providing an excellent service to its Customers.
Customer Service
BCFC is a listening organisation that is open and transparent in its dealing with all football supporters.
Contact can be made with the Club by the following methods:
By Post—letters should be addressed to the
Customer Liaison Manager
Wendy James
Bradford City Football Club
The Coral Windows Stadium
Valley Parade
Bradford
BD8 7DY
By E-mail—To wendyjames@the-bantams.co.uk
By Telephone— 01274 773355 Ext 223
By Fax—01274 706831
We will endeavour to respond to any letter, fax or e-mail within 7 working days of receipt of such communication.
If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 28 working days of receipt of the original communication. We will attempt to resolve all justifiable complaints within 28 working days. If however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint.
The clubs preferred method of response to enquiries is by telephone during office hours and if at all possible customers are therefore requested to supply a suitable telephone number on all correspondence, e-mails and faxes.
Staff Conduct
Bradford City Football Club expects the highest standard of behavior from its customers and staff. The highest ethical standards should be maintained at all times. Customers and staff should be aware that disciplinary action will be considered for any action that brings, or is likely to bring, the name or image of Bradford City FC into disrepute.Bradford City staff will conduct themselves in a courteous and responsive manner in all dealings with customers. Bradford City is dedicated to treating all persons equally.
Equal Opportunities
Bradford City Football Club is committed to providing equality of opportunity for all people regardless of race, colour, nationality, ethnic or national origin, disability, age, sex, marital status or sexual orientation. The Club will support and participate in initiatives by football authorities and other relevant agencies that are intended to promote greater social cohesion, improved behavior and greater awareness of the need for respect for others. Bradford City Football Club is fully supportive of the Football Association's initiative on homophobia. We pride ourselves in being a Club for the whole community engaging supporters to develop into model citizens who will not tolerate prejudice or discrimination at any level.
Equality & Diverserity
As a Club we believe that all forms of abuse whether verbal, racial, religious and homophobic are unacceptable. We pride ourselves in being a Club for the whole community engaging supporters to develop into model citizens who will not tolerate prejudice or discrimination at any level. No person, whether player, staff or customer should be abused under any circumstance, no matter what their sexuality , religion or colour of their skin.
Accessibility
Bradford City Football Club continues to strive for wider access to matches by offering:
A broad range of ticket prices.
At least 5% of tickets to each game are available to non-season ticket holders.
Concessions for junior supporters, senior citizens .
Support for disabled supporters and their carer. For more information please contact Sarah Goldsmith in the Ticket Office on Bradford (01274) 770012 for details on our disabled facilities and ticket allocation.
Community Activity
Bradford City Football Club takes its obligations to being involved in the local community seriously. To ensure its involvement in the local community it will:
Support the Football in the Community scheme which operates from the ground.
Support any football initiatives to promote greater social cohesion, better behavior, etc (e.g. Kick-It-Out Campaign, Enjoy the Match, etc)
Where reasonably practical and safe to do so, allow its facilities to be used by the local community
Supporter Consultation
Bradford City Football Club will maintain regular contact with its supporters and liaise on matters wherever practical by:
Consulting with supporters and recognised supporters' organisations on a regular basis.
Publicising its position on major policy issues in appropriate formats on the Club's website and match-day programmes. It will also seek to furnish local press outlets with appropriate information
Using its website and match-day programme to publicise its ticketing and safety policies and will endeavor to give as much notice as possible where changes to policies become necessary.
Ticketing
Bradford City Football Club seeks to offer customers a range of opportunities to watch their matches. Ticketing arrangements for Bradford City FC home matches are as follows (they are also on our website www.bradfordcityfc.co.uk)
General Ticket Arrangements:
Refunds for any tickets purchased will be at the discretion of the Club and can only be considered if the whole ticket is returned to the Club at least 24 hours before the advertised kick-off of the game.
Tickets for Bradford City away matches, when available, are reserved for season ticket holders and will be served on a first come, first served basis. Any remaining tickets will be place on general sale on dates and times as publicised on the Club's website.
Tickets for Cup competitions are generally priced at the usual League match rates, although we consider some reductions for early rounds of Cup competitions with agreement from the opposing Club.Tickets are usually allocated on a priority basis with Season Ticket holders given an option to purchase tickets prior to sale for the general public.
Free or Reduced Admission to Replays of Abandoned Games. If a match is abandoned after spectators are admitted to the ground, but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off but before half-time, spectators are entitled to half price admission to the rearranged match. A reduction (if any) for a game abandoned after half-time shall be at the discretion of the club.
Ticket Office Opening Hours:
9:00am until 5pm each weekday except Wednesday
9:00am until kick-off when the First Team have a 3pm Kick-off at home.
9:00am until 12 noon when the First Team are away.
Additional opening hours or changes to opening hours on Public Holidays, etc will be publicized on the Club's website
The ticket office phone number is 01274 770012
Merchandise
Bradford City Football Club seeks to offer merchandise at a broad range of prices and to suit all ages. With regard to merchandising the Club will:
Undertake research of suitable goods including the design of new strips.
Ensure that the expiry date of any replica kit is shown on the product.
Ensure that the expiry date of any replica kit is displayed in the Club's for at least 3 months in advance of the expiry date.
Ensure that franchisees meet their obligations under the Football League rules to prevent price fixing in relation to the sale of replica strips.
Offer, or ensure that franchisees offer, refunds on merchandise in accordance with its legal obligations.
Car Parking
The Club has no available car parking on match days.
Stadium
The Club has a duty to provide a safe stadium environment on match days and in turn the supporters adhere to the official ground regulations which are located in various locations around the ground.
Safety
Bradford City Football Club have issued a written safety policy and will endeavour to adhere to all aspects of the policy, the Club's Safety Certificate and the requirements of the Safety at Sports Grounds Act and any other relevant legislation and guidance.
Data Protection
We may collect personal information about you from our website, telephone conversations, e-mails, written and verbal communications. We may for example keep a record of your name, address, delivery address, email address, telephone number and credit card details. We may also keep a record of any disability or health needs you may have at the time of booking an event or service which will take place at the stadium to ensure your safety
The information you provide us with is kept confidential and in Accordance with the Data Protection Act.