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Club News

Customer Charter 2016/17

23 June 2016

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 Nottingham Trent University 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 ThirdDevelopment 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

Email:office@nottscountyfc.co.uk

 

Contact may be made by telephone, fax, letter or email via the various

numbers and addresses detailed above.

 

1.2 Response

 

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

Leeds

LS1 3AJ

Tel: 0800 588 4066

Email: contact@theifo.co.uk

 

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.

 

4. TICKETING

 

4.1 Pricing

 

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.

 

4.2 Allocation

 

At least 10 per cent of tickets to each game will be made available to non-season

ticket holders.

 

4.3 Concessions

 

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.

 

4.9 Returns/Refunds

 

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

Founded: 1862

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/

 

9. MERCHANDISE

 

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) and donation of prizes for

community events and charitable activities, are handled by our Community

Liaison Officer, Matthew Lawson, who is contactable by phone on (0115) 952

9000 or by email atmatthew.lawson@nottscountyfc.co.uk

 

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 visitwww.theclubshop.co.uk/nottscountyfor related costs.

 

ANTI-DISCRIMINATION POLICY

 

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.

 

SAFEGUARDING POLICY

 

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.

d) Accurate.

e) Not kept longer than necessary for the purpose.

f) Processed in line with individuals' rights.

g) Secure.

h) Not transferred to people or organisations situated in countries without

adequate protection.

 

"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.

 

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.

 

Accurate data

 

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.

 

Data retention

 

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.

 

Data security

 

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.


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