NOTTS COUNTY FOOTBALL CLUB | CUSTOMER CHARTER 2016-17
Founded in 1862, Notts County Football Club holds a special place in the history of football, as the World's Oldest Football League Club. This is something that we are incredibly proud of as a club and it is a title that we look to promote with pride through our development and our day-to-day dealings with supporters, sponsors and our staff.
The club appreciates and is keen to strengthen its links with the local community, who not only support the club, but also help to promote the development of the game at grass roots level and nurture the future of football both on and off the pitch. Our Football in the Community (FitC) organisation is one of the very best in the country.
FitC is a key contact for developing relationships with the local community, working as a conduit between the club and local community groups to ensure that everyone in and around Nottingham has the chance to feel part of Notts County Football Club and can contribute to the development and progress of the club.
Notts County are keen to build upon our reputation as one of the most progressive and innovative clubs in the English Football League (EFL), whilst also looking to further improve standards of customer service and supporter experience both matchday and non-matchday.
Notts County Conference & Events oversee all aspects of ground catering here at Meadow Lane, both on matchday and non-matchdays, whilst the Supporter Liaison Officer helps promote and develop communication between the club and the supporters, as we continue to strive for greater links to those that support the club both commercially and from the stands.
The club are keen to make supporting Notts County as affordable as possible, through our pricing structures, regular offers and the development of new commercial partnerships to provide benefits that can be passed on to supporters.
Our ethos is very much geared towards making history together, as everyone associated with Notts County continues to write the next chapter in the history of the World’s Oldest Football League Club.
OBJECTIVES FOR THE 2016-17 SEASON
The club are proud of the progress that has been made in improving customer services and supporter experience over the past few years and this is something that we are keen to continue the development of throughout the 2016-17 season. We consider ourselves to be a family club who are willing to listen to input from fans and give due consideration to any concerns raised about any issues, something that we have already demonstrated a desire to expand upon over the past 12 months.
We move this year to new training facilities at Ruddington after building a strong relationship with the team there and agreeing a fantastic deal for both sides. These facilities are perhaps the best we have had for training in recent years after an ongoing challenge in finding the quality and flexibility we need to be able to put our all into match preparation.
Although we have now withdrawn from the Final Third Development League, we will be organising a number of fixtures for fringe and youth team players, plus trialists which our loyal season ticket holder can watch for free. The aim will be to enable our youngsters to make the step up towards the first team with the guidance and assistance of our professional footballers and enhanced communication with first team coaches.
1. CUSTOMER SERVICE
1.1 Customer Service Contact
Where possible, initial contact regarding any query or complaint should, in the first instance, be made to the head of the appropriate department. However, should the customer be unable to contact the relevant head of department, or should they not be satisfied after so doing, the designated customer service contact at the club, is Kate Lovett:
Miss Kate Lovett
Tel: (0115) 955 7218
Fax: (0115) 955 3994
Contact may be made by telephone, fax, letter or email via the various numbers and addresses detailed above.
The club undertakes to acknowledge receipt of any complaint or query within 24 hours, or one working day, of receiving any correspondence. We endeavour to respond to any contact from any customer, normally within a maximum of seven working days. Every effort will be made to respond as soon as possible and particularly so if the nature of any communication warrants an urgent or early reply. Response may be by telephone, fax, letter or email as deemed appropriate.
1.3 The Independent Football Ombudsman
Should any correspondent be dissatisfied with the club's response, they can refer the matter straight to the IFO from 16-17 season.
The Independent Football Ombudsman
Suite 49, 33 Great George Street
Tel: 0800 588 4066
2. STAFF CONDUCT
The club undertakes to communicate with its customers in a courteous and helpful manner. We would appreciate details of any breach of this policy. Furthermore the club operates an anti-discrimination policy at all levels and in every area of its work. If a customer feels that they have been treated unfairly, with a lack of due respect or in a discriminatory manner, they are asked to report this to the club at their earliest convenience so that the matter can be investigated and disciplinary action taken, if deemed necessary.
3. CONSULTATION AND INFORMATION
3.1. In accordance withEFL regulation 111, the Executive of the club will hold at least two meetings during the season, to which its officially recognised supporters association representatives are invited, in order to discuss significant issues relating to the club. Furthermore, the club also consults supporters on a regular basis through various official and independent bodies, including: Notts County Football in the Community, The Notts County FC Official Supporters Association, Team Magpies and through season ticket holders.
3.2. In addition, supporters' views are periodically solicited via the club's official matchday programme, the issue of questionnaires and leaflets, invitation through local newspaper and radio broadcasts and occasional forums.
3.3.The club publishes its position on major policy issues via the official club website as well as the official matchday programme and in press releases and agreed articles in the local media.
3.4. Importantly, the club corresponds by mail and e-mail on a regular basis with various groups, including season ticket holders, Team Magpies members, sponsors and commercial clients in an effort to continue to develop dialogue on matters of mutual interest and concern.
3.5. The club gives the earliest possible notice of any changes and offers in respect of ticketing policy and prices and endeavours to publicise any such changes via a wide variety of means including the local media, the club's official website and various social media.
The club continues to strive for wider access to matches by offering a broad range of ticket prices, initiatives and offers, including special season ticket offers in the Family Stand with discounted rates for additional family members.
At least 10 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 and the unemployed (match day tickets only). Details of such schemes are published periodically, copies of which may be obtained from the club's ticket office. The club reserves the right to insist upon 'proof of age' in respect of reduced admission prices. In particular, access to very low rates of admission may require 'proof of age' by means of identification bearing date of birth and a current photograph. Note: For the purposes of clarification, the club has set the age of 60 as that when any person may take advantage of its senior citizen rates.
4.4 Family Groups and Junior Supporters
The club provides an area of the ground exclusively for the use of family groups and junior supporters. The area given over for this purpose is the whole of the Haydn Green Family Stand.
4.5 Disabled Spectators
The club has designated areas for disabled persons. For details contact the Ticket Office on Nottingham (0115) 9557 210.
4.6 No Smoking
The club operates a no smoking policy in all stands, but we have identified designated smoking areas in the near vicinity. The Haydn Green Family Stand is very restrictive as to where supporters can smoke, but provision is made for supporters who wish to do so outside the Meadow Lane Sports Bar, under the supervision of a steward during the half time interval. Any supporters attending on matchdays are expected to abide by the policy. If they fail to do so they may render themselves liable to ejection from the ground.
4.7 Away Matches
The club will issue tickets for away matches, in the following circumstances:
- On safety grounds following advice from the Police or the host club
- Where limited availability of tickets determines that issue by Notts County will facilitate fair and efficient distribution
- Where tickets are not issued for away matches, fullest information available, as supplied by the host club, will be publicised.
Please note that the host club sets ticket prices at away league matches. Notts County FC have no input into this issue.
4.8 Cup Competitions
Ticket prices for cup competitions vary and will be based on the competition and stage of that competition, the nature of the opposition and other variable circumstances. However, the club undertakes to endeavour to limit charges except in unusual circumstances to those charged for League games. Indeed it is more than likely and has proven to be the case in recent years that ticket prices for cup competitions have often been below (and on occasions well below) those set for League matches. Should the availability of tickets be limited due to potential demand, full details of allocation and availability are well publicised in advance of the game.
The club's policy on the return and distribution of unwanted tickets is as follows:
- If any ticket(s) purchased and paid for are returned unwanted, the club will use its best endeavours to re-sell the ticket(s) in question. If successful, the club will return the money obtained from the re-sale to the customer, less an administration fee of 10 per cent. The club cannot, however, guarantee success and the risk is entirely with the customer.
- The club will not make a refund in respect of any unwanted or unused ticket returned to the club after the match for which it has been issued.
- If a match is postponed before kick-off, tickets issued will be valid for the rearranged fixture. Alternatively the club will refund the face value of the ticket when next the Ticket Office is open.
- If a match is abandoned after kick-off but before or at half time, the club will issue a voucher entitling the spectator to half-price admission to the rearranged match. If a match is abandoned after half time, the club reserves the right not to offer a refund or reduced price admission to a re-arranged match.
5. ACCOMODATING AWAY SUPPORTERS
The Club abides by EFL Regulations governing the allocation of tickets to visiting clubs. The club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own
supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
6. STADIUM PARKING
Supporters can reserve matchday parking at Meadow Lane, ensuring vehicle security and prime locations around the stadium.
Parking spaces are available for the season and details of prices can be obtained by calling (0115) 9529000. Spaces are not available on a match-by-match basis.
The club has six parking spaces allocated to its disabled supporters.
Car parking for away supporters is situated in the Meadow Lane Car Park which is 25 meters from the Jimmy Sirrel Stand. Home Supporters can request spaces in the Derek Pavis or Iremonger road car parks but these spaces are taken up fast, strictly on a first come first serve basis.
Applications should be made to the club on a seasonal basis but can be booked for individual match days at least 48 hours in advance.
The club would ask that supporters recognise that there is only a limited number of places available and it will not be possible to accommodate everyone who has a blue badge.
Supporters will also be expected to produce their disabled parking badge on request.
7. STADIUM INFORMATION
Full Name: Notts County Football Club
Address: Meadow Lane Stadium, Meadow Lane, Nottingham, NG2 3HJ
Switchboard: 0115 952 9000
Nickname: The Magpies
Stadium Capacity: 19,588
8. CATERING AND HOSPITALITY FACILITIES
Notts County Football Club, an excellent sports and leisure venue, is the premier conference and events venue in Nottingham.
Our superb team ensures that guests make the most of their event at Meadow Lane, enjoying fabulous food, a fun atmosphere and amazing service. This great value-for-money location is fast becoming Nottingham's venue of choice for a multitude of events, including Christmas, weddings, private parties and business events.
Full information can be found athttp://www.countyconference.co.uk/
Replica strips may have a lifespan of only one season. Factors involved include the change of main sponsors and kit suppliers. The club append swing tickets to replica kit. Details of the next intended change of kit are made available and well publicised at the earliest possible date. The club carries out its obligations under EFL Regulations to prevent price fixing in relation to the sale of replica strips. The club offers refunds on merchandise in accordance with its legal obligations and in accordance with its stated policy, which is posted in the Club Shop.
10. COMMUNITY ACTIVITIES
The club operates a dedicated community initiative through its Football In The Community scheme, which can be contacted on (0115) 9557 215. All community activities involving players and club staff, will be administered through Kate Lovett (contact details as above).
11. CHARITY POLICY
Notts County receives many requests every week to help raise funds for charities and for individual causes.
Please note that we only accept requests in writing on headed charity notepaper or, in the case of individuals, with a supporting letter from chosen your charity.
The club focuses on supporting the EFL’s annual nominated charity and prioritises charities within the local area.
Merchandise, signed or unsigned, cannot be provided free of charge. We are happy to have items purchased from our club shop signed by our current team of players. Please visit www.theclubshop.co.uk/nottscounty for related costs.
1. As a professional football club, Notts County FC is committed to the confrontation and elimination of discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour or disability.
2. Notts County FC is an equal employer. We are committed to equal opportunity within our own organisation and encourage similar commitment from those working with, for or on behalf of the club.
3. Equality of opportunity at Notts County FC means that in none of our activities will we discriminate against or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour or disability. This includes:
- The advertisement of jobs
- The selection of candidates
- Job location or working environment
- Pay and employment terms and conditions
- Internal training and developments activities
- External education activities and awards
- Football development activities
- Selection for representative teams
- Appointments to honorary positions
4. Notts County FC will not tolerate sexual or racial based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
5. Notts County FC supports the EFL and The Football Association in their commitment to develop a programme of ongoing training and awareness - raising events and activities in order to promote in eradication of discrimination.
Notts County Football Club acknowledges its responsibility to safeguard the welfare of every child and young person who has been entrusted to its care and is committed to working to provide a safe environment for all members. A child or young person is anyone aged 18 or below engaged in any club football activity. We subscribe to the EFL’s Safeguarding Children Policy and Procedures and endorse and adopt the Policy Statement contained in that document.
Notts County Football Club’s Safeguarding Policy:
The key principles of the EFL’s Safeguarding Children Policy are that:
• The child’s welfare is, and must always be, the paramount consideration
• All children and young people have a right to be protected from abuse regardless of their age, gender, disability, culture, language, racial origin, religious beliefs or sexual orientation
• All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately
• Working in partnership with other organisations, children and young people and their parents or carers is essential
We acknowledge that every child or young person who plays or participates in football should be able to take part in an enjoyable and safe environment and be protected from poor practice and abuse.
Notts County Football Club recognises that this is the responsibility of every adult involved in our club.
Notts County Football Club has a role to play in safeguarding the welfare of all children and young people by protecting them from physical, sexual or emotional harm and from neglect or bullying. It is noted and accepted that the EFL’s Safeguarding Children Regulation applies to everyone in football whether in a paid or voluntary capacity. This includes those who are volunteers, match officials, helpers on club tours, football coaches, club officials or medical staff.
DATA PROTECTION POLICY
During the course of our activities we, Notts County Football Club, will process personal data (which may be held on paper, electronically, or otherwise) about our staff and customers and we recognise the need to treat it in an appropriate and lawful manner, in accordance with the Data Protection Act 1998 (DPA). The purpose of this notice is to make you aware of how we will handle your personal data.
Data protection principles
We will comply with the eight data protection principles in the DPA, which say that personal data must be:
a) Processed fairly and lawfully.
b) Processed for limited purposes and in an appropriate way.
c) Adequate, relevant and not excessive for the purpose.
e) Not kept longer than necessary for the purpose.
f) Processed in line with individuals' rights.
h) Not transferred to people or organisations situated in countries without
"Personal data" means recorded information we hold about you from which you can be identified. It may include contact details, other personal information, photographs, expressions of opinion about you or indications as to our intentions about you. "Processing" means doing anything with the data, such as accessing, disclosing, destroying or using the data in any way.
The EFL is responsible for setting the standards, values and expectations of all clubs in relation to equality, inclusion and diversity. Football is for everyone; it belongs to, and should be enjoyed by anyone who wants to participate in it, whether as a player, official, staff member or spectator.
The aim of Notts County Football Club’s Equality Policy is to promote our own equality objectives and in doing so, help to ensure that everyone is treated fairly and with respect. All Notts County Football Club representatives should abide and adhere to this Policy and to the requirements of the Equality Act 2010. In doing so, we are working towards being legally compliant in relation to equality legislation.
Notts County Football Club’s commitment is to promote inclusion and to confront and eliminate discrimination whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership race, nationality, ethnicity (race), religion or belief, ability or disability, pregnancy and maternity and to encourage equal opportunities. These are known as ‘protected characteristics’ under the Equality Act 2010. This Policy is fully supported by the Board and the Chief Executive is responsible for the implementation of this policy.
Notts County Football Club will ensure that it treats everyone fairly and with respect and that it will provide access and opportunities for all members of the community to take part in, and enjoy, its activities. Every staff member, Board member, official, spectator, fan and visiting teams an be assured of an environment in which their rights, dignity and individual worth are respected, and in particular that they are able to work and watch football in an environment without the threat of intimidation, victimisation, harassment or abuse.
Complaints and compliance
Notts County Football Club regards all forms of discriminatory behaviour as unacceptable and is concerned to ensure that individuals feel able to raise any bona fide grievance or complaint related to such behaviour without fear of being penalised for doing so.
Appropriate disciplinary action will be taken against any employee, member or volunteer, spectator or fan who is found, after a full investigation, to have violated the Equality Policy.
Positive Action and Training
Notts County Football Club is committed to equality inclusion and anti-discrimination as part of The Football League’s Code of Practice. Notts County Football Club will commit to a programme of raising awareness and educating, investigating concerns and applying relevant and proportionate sanctions, campaigning, widening diversity and representation and promoting diverse role models, which we believe are all key actions to promote inclusion and eradicate discrimination within football.
This Equality Policy will be reviewed and updated, if required, on an annual basis.
Fair and lawful processing
We will usually only process your personal data where you have given your consent or where the processing is necessary to comply with our legal obligations. In other cases, processing may be necessary for the protection of your vital interests, for our legitimate interests or the legitimate interests of others. The full list of conditions is set out in the DPA.
We will only process "sensitive personal data" about ethnic origin, political opinions, religious or similar beliefs, trade union membership, health, sex life, criminal proceedings or convictions, where a further condition is also met. Usually this will mean that you have given your explicit consent, or that the processing is legally required for employment purposes. The full list of conditions is set out in the DPA.
How we are likely to use your personal data
We will only process your personal data for the specific purpose or purposes notified to you or for any other purposes specifically permitted by the DPA.
Adequate, relevant and non-excessive processing
Your personal data will only be processed to the extent that it is necessary for the specific purposes notified to you.
We will keep the personal data we store about you accurate and up to date. Data that is inaccurate or out of date will be destroyed. Please notify us if your personal details change or if you become aware of any inaccuracies in the personal data we hold about you.
We will not keep your personal data for longer than is necessary for the purpose. This means that data will be destroyed or erased from our systems when it is no longer required.
Processing in line with your rights
You have the right to:
a) Request access to any personal data we hold about you.
b) Prevent the processing of your data for direct-marketing purposes.
c) Ask to have inaccurate data held about you amended.
d) Prevent processing that is likely to cause unwarranted substantial damage or distress to you or anyone else.
e) Object to any decision that significantly affects you being taken solely by a computer or other automated process.
We will ensure that appropriate measures are taken against unlawful or unauthorised processing of personal data, and against the accidental loss of, or damage to, personal data.
We have in place procedures and technologies to maintain the security of all personal data from the point of collection to the point of destruction. We will only transfer personal data to a third party if he agrees to comply with those procedures and policies, or if he puts in place adequate measures himself. Maintaining data security means guaranteeing the confidentiality, integrity and availability (for authorised purposes) of the personal data.
Providing information to third parties
We will not disclose your personal data to a third party without your consent unless we are satisfied that they are legally entitled to the data. Where we do disclose your personal data to a third party, we will have regard to the eight data protection principles.
Subject access requests
If you wish to know what personal data we hold about you, you must make the request in writing, with an accompanying fee of £10.
Breaches of data protection principles
If you consider that the data protection principles have not been followed in respect of personal data about yourself or others you should raise the matter with your line manager. Any breach of the DPA will be taken seriously and may result in disciplinary action.