12:32 15 February 2012
Bradford City Football Club
Bradford City Football Club (BCFC) is committed to providing an excellent service. This Charter sets out the Club’s policies it will adopt to achieve that standard.
Contact with the Club
Bradford City Football Club is a listening organisation that is open and transparent in its dealings 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, Bradford City Football Club, The Coral Windows Stadium, Valley Parade, Bradford, BD8 7DY
By email to firstname.lastname@example.org
By telephone on 0871 978 1911 (please note that all calls to this number will be charged at 10p per minute plus network extras)
By fax on 01274 773356
Bradford City Football Club’s Customer Liaison Manager is Wendy James.
Information and consultation
Bradford City Football Club will maintain regular contact with its supporters; the primary source of Club information will always be its website at www.bradfordcityfc.co.uk. In addition to its website, the Club will seek to make appropriate announcements via local and national media outlets, via its official accounts on Facebook - www.facebook.com/thebantams - and Twitter - www.twitter.com/officialbantams and in the match day programme. Where appropriate and where time allows, the Club will endeavour to make direct contact with supporters where individuals are directly affected by changes to procedures or operational requirements.
The information being made available will include policy statements, information relating to spectator safety and ticketing arrangements, news on team matters such as completed transfers and signings, fixture updates and amendments, changes to policies or procedures and details of links and initiatives with other external agencies.
Bradford City FC has established a Supporters’ Board and recommends to supporters that this is a valid and reliable conduit by which issues and concerns can be raised. The Club remains committed to working with the Supporters’ Board to ensure that its procedures and level of service to customers is maintained or enhanced and to review this Charter at appropriate times. The Supporters’ Board will meet with senior management of the Club on a regular basis. Further details of the work of the Supporters Board and contact details can be found at http://www.bcfcsupportersboard.co.uk. The Supporters’ Board assists the Club through working sub-groups including a Memorial Group that advises on issues relating to commemoration of the Bradford City Fire Disaster.
In the event of any of the Club’s policies and procedures leading to a complaint by a customer, the complaint should be submitted to the Club using any one of the methods listed in the contacts section above.
Bradford City Football Club will endeavour to respond to any letter, fax or email within 7 working days of receipt of the communication. If it is not possible to send 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 the original communication.
Any supporter that fails to receive a suitable response or satisfaction to their comments within the said 28 days is entitled to refer the matter to the Football League Customer Services Department. Contact with the Football League can be made by the following methods:
By post - letters should be addressed to the Customer Services Department, The Football League Operations Centre, Edward VII Quay, Navigation Way, Preston, PR2 2YF
By email to email@example.com
By telephone on 0844 335 0183
By fax on 0844 826 5188
The principal customer services contact at The Football League is Andrea Brown.
In the event of a supporter not receiving a suitable response or satisfaction to their comments within 28 days, their grievance can be taken to the Independent Football Ombudsman. Contact details and more information on the work of the ombudsman can be found at www.theifo.co.uk
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 believes that all forms of verbal and physical abuse whether racial, religious or homophobic are unacceptable. Any individual or group found to be participating in such behaviour will be subject to Club banning orders.
The Club promotes inclusion and will support and participate in initiatives by football authorities and other relevant agencies that are intended to promote greater social cohesion, improved behaviour and greater awareness of the need for respect for others.
Safeguarding children, young people and vulnerable adults
Bradford City Football Club 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.
Spectator safety and control
Bradford City Football Club remains committed to delivering its games and events within the parameters laid down by its safety certificate, under the Safety at Sports Grounds Act and any other relevant legislation and guidance. It will employ staff that are suitably trained and experienced in the delivery of safe events and able to minimise risks to spectators in every situation that could have been reasonably foreseen. Supporters will be encouraged to adhere to safe methods of viewing matches and events and show respect to other spectators. Where behaviour by spectators falls below acceptable standards, those involved may be ejected from the match and/or banned for longer periods if the Club so decide. The Club reserves the right to exchange information with West Yorkshire Police on any behaviour that could lead to the Club banning a supporter from its matches and events.
Standards of behaviour
Bradford City Football Club expects the highest standard of behaviour 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. The Club adopts a zero-acceptance approach to its staff being verbally abused or threatened. Any member of the public that is abusive to staff members, uses foul and abusive language or makes threats will not be served or allowed admission to the stadium. The requirement for the highest standard of behaviour by supporters extends to away games and the Club reserves the right to ban supporters from home games where their behaviour has fallen below the required standards while attending or travelling to or from away games.
Bradford City Football Club will abide by the ground regulations issued from time-to-time by the Football League Ltd. These regulations are displayed around the stadium, in the match day programme and on the Club’s website at: www.bradfordcityfc.co.uk. Bradford City Football Club will instruct match safety stewards on the content of the regulations. Supporters agree to abide by these regulations by purchasing a ticket and gaining admission to the stadium.
Pricing structure and accessibility
Bradford City Football Club will strive to offer its matches to the widest possible constituency of spectators by offering:
* A broad range of ticket prices
* Tickets on both a season ticket and match-day basis for each home match
* Concessions for junior supporters and senior citizens
* Areas for disabled supporters and their carers (in line with the Club’s policy for spectators with disabilities).
Bradford City Football Club seeks to offer a range of opportunities to watch their matches. Ticketing arrangements for Bradford City FC matches are as follows.
* The ticket office will be open from 9am until 5pm each weekday, plus Saturdays from 9am until kick off when the First Team has a 3pm kick-off at home and until 12 noon when the First Team is away. Additional opening hours or changes to opening hours on Public Holidays, etc will be publicised on the Club’s website
* Free or reduced admission prices against pre-purchased tickets will be offered for re-arranged dates for matches that are postponed before any play has taken place. Where games are abandoned before half-time, tickets for the re-arranged match will be made available at half-price. Where games are abandoned after the commencement of the second half, any reduction in price for the re-arranged fixture will be at the Club’s discretion. Any reductions in ticket prices for any re-arranged games will be subject to the presentation of the original match day tickets for the postponed or abandoned match.
* Ticket prices for Cup competitions will be at the discretion of the Club and subject to agreement with opposing Club. Tickets are usually allocated on a priority basis with season-ticket holders being given an option to buy tickets before they go on general sale.
* 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
* The Club does not charge prices for visiting supporters that are higher than those charged to home supporters for comparable accommodation or to particular concessionary rates (e.g. children and senior citizens)
* The Club abides by the Football League and Football Association rules governing the allocation of tickets to visiting clubs and it reserves the right to re-locate supporters to alternative seating in order to comply with safety requirements or the rules of the Football League or Football Association
* In the event of a supporter being denied entry to the stadium or being ejected because of inappropriate behaviour or banned for a period of time, no refunds will be made on any match tickets or season tickets paid in advance
* Tickets for Bradford City away matches, when available, are reserved for holders of an Away match priority card (who must be season ticket or flexi-card holders) then season ticket holders and flexi-card holders who will be served on a first come, first served basis. Any remaining tickets will be place on general sale on dates and times publicised on the Club’s website.
Bradford City Football seeks to offer merchandise at a broad range of prices and to suit all ages. With regard to merchandising the Club or its franchisee will:
* Undertake research of suitable goods including the design of new strips
* Ensure that all replica strips have a minimum lifespan of 12 months
* 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
* Meet, or ensure that franchisees meet, its 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
Bradford City Football Club will endeavour, as far as reasonably practicable, to ensure that quality catering facilities and products are provided in all areas of the stadium. Many of the outlets at the Coral Windows Stadium are provided through franchise arrangements and BCFC will forward any complaints by supporters about catering to the appointed franchisee.
Bradford City FC 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 behaviour, etc (e.g. Kick-it-out Campaign, Enjoy the Match, etc)
* Where reasonably practicable and safe to do so, allow its facilities to be used by the local community
* Recognise the potential value of utilising the Supporters’ Board in order to create, maintain and enhance links with the local community
Bradford City Football Club allows a maximum of 6 collections per season to be made at its first team home games. A collection for the Football League’s nominated national charity and the Bradford Burns Unit (which is traditionally held at the last home game of the season) will be included within the 6 collections. BCFC will also contribute to good causes by arranging for players and staff to sign items delivered to the Club including items pre-purchased by the organiser. In addition, by arrangement through the Football in the Community trust, players will participate in personal appearances where matches and training schedules allow.
Bradford City Football Club complies with relevant data protection legislation. All personal data is stored securely for the shortest time as possible and then disposed of in an appropriate and responsible manner.
Bradford City Football Club does not have formal Corporate Social Responsibility Policy or Environmental Policy. However, it remains committed to ensuring that its operations remain acceptable to as wide a range of stakeholders as possible and remains sustainable for all concerned. With regard to the environment, the Club has secured the Carbon Trust Standard and will continue to adopt policies that make best use of energy resources and will take a responsible attitude to waste disposal.