CUSTOMER SERVICE
Our customer service contact is:
Company Secretary, Burnley FC, Turf Moor, Harry Potts Way, Burnley, BB10 4BX

Tel: 0871 221 1882
Fax: 01282 700014
Email: info@burnleyfc.com

The club will acknowledge contact from a customer within a maximum of three working days. The club would normally respond by letter and this may take up to 21 days if further investigation is required. If a customer requests a response by telephone he/she receives one. Meetings are available by prior appointment, Mon-Fri 10am -4pm.

In the unlikely instance where a customer is not satisfied by the club's response, please contact:

Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire, PR2 2YF

Tel: 0844 335 0183
Email: enquiries@football-league.co.uk

or:

The Independent Football Ombudsman, Suite 49, 57 George St, Leeds, LS1 3AJ

Tel: 0800 588 4066
Email: contact@theifo.co.uk

STAFF CONDUCT
Club employees aim to conduct themselves in a courteous, co-operative and responsive manner in all dealings with supporters and treat all persons equally.

CONSULTATION AND INFORMATION
The club publicises its position on major policy issues in a user-friendly manner, via the club's match day magazine and the official club's internet site. The club has, and continues to develop, ways to consult with Shareholders, sponsors, season ticket holders and other interested parties. The club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. A Supporters' Alliance exists for both parties to share information. Details on this can be found HERE.

TICKETING
Pricing
The club continues to strive for wider access to matches by offering a broad range of ticket prices. The club operates a scheme to enable supporters to pay for season tickets by installment at a reasonable rate of interest. Contact the Ticket Office for more information

Allocation
At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions
Concessionary prices are available to junior supporters and senior citizens (over 65's).

The club provides:
- An area of the ground for the exclusive use of family groups and junior supporters.
- Support for disabled spectators and their carers. Contact the ticket office for details of our disabled facilities and ticket allocation.

Away Matches (League & Cup)
The club's supporters are allocated tickets for away matches as follows:
Season Ticket Holders, Shareholders and Clarets Foundation Members have initial priority for 'away' Tickets.
Any remaining tickets are made available at thr discretion of the club and (wherever deemed required) to customers purchasing with a Clarets number, around two weeks before the fixture.

Home Cup Competitions
Season Ticket Holders can claim their allocated seat during a priority sales period. After this specified period, any unsold 'reserved' seats will be made available to all other home supporters at the discretion of the club.

Returns & Refunds
The club's policy on the return and distribution of unwanted tickets is as follows. Supporters can receive a refund or exchange on match tickets prior to kick off of that specific game, at the discretion of the club. For each match a general sales start date is advertised.

Abandoned Fixtures
If a game is abandoned / postponed prior to kick-off, anyone who has purchased a match ticket will receive a full refund.
If a game is abandoned during the first half, anyone who has purchased a match ticket will receive 50% refund of the price of the ticket.
If a game is abandoned during the second half, no refunds will be given.
The above is not applicable to Season Ticket Holders who will gain normal entry to the re-arranged fixture.

Accommodating Away Supporters
The club abides by Football League Regulations governing the allocation of tickets to visiting clubs. The club does not charge admission prices to visiting supporters which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to seniors and junior supporters apply to supporters of a visiting club.

DATA PROTECTION
Burnley Football Club undertakes and adheres to a strict data protection policy to ensure the security of details of supporters and customers of the club.
All Burnley FC supporter data is held onsite within the club's sercure server. Supporters, when purchasing tickets, hospitality, functions, electronic content or merchandise, are made aware that any details they voluntarily offer to the club may be used, by the club only, for future marketing. All fans at the point of transaction/interaction are given a choice to opt out of any future marketing from the club. In addition all marketing materials from Burnley FC include opt-out options for supporters to refuse future contact.
Burnley Football Club does not share or sell its data to any source and will only ever advertise third party organisations to those supporters/customers who have actively opted-in to receive such messages. 
Supporters are able to request full details of their personal data stored by Burnley FC.

FLi, who operate Football League websites, are responsible for ensuring data protection for all user data collected via official club websites.

ARREST AND ACCEPTABLE BEHAVIOUR POLICY
Any person that is arrested for a football related offence either home or away and convicted of that offence at Court will receive a 'Life Ban' from Turf Moor.
The ban may be reviewed on request after a period of five years has elapsed.
Persons breaching Ground Regulations may be requested to sign an 'Acceptable Behaviour Contract' before being allowed to watch matches at Turf Moor.

MERCHANDISE
The club will provide information on replica strips stating its launch date. The club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

Returns Policy
Supporters not entirely satisfied with your purchase from Burnley Football Club, please return it in its original and unused/unworn condition, along with any wrapping and your proof of purchase within 28 days. We will exchange the item or offer a full refund inline with your receipt.
We regret that we are unable to exchange/refund the following, unless the goods are faulty:
Personalised goods e.g. printed shirts, Earrings, underwear, DVD's and hats.

Burnley Football Club are unable to offer any exchange/refund on printed shirts should the player leave the club or his squad number changes during his career at Burnley Football Club. This Policy does not affect your statutory rights.

Clarets Store 01282 700016
www.claretsstore.com

SAFEGUARDING CHILDREN ADVOCACY STATEMENT
Burnley FC believes that children must be protected at all times. We fully support and comply with the Football Association with regard to the safeguarding of children and vunerable adults.
We believe every child should be valued, safe and happy. We want to make sure that children at Burnley FC know this and are empowered to tell us if they are suffering harm.
We want children at Burnley FC to enjoy what we offer in safety.
We want parents and carers who attend or send their children to Burnley FC to be supported to care for their children in a way that promotes their child's health and well being and keeps them safe.
We want all who work with us to have confidence and recognise that we are a safe organisation.
We will achieve this by having an effective safeguarding children procedure and follow Football Club Child Protection Policy.
If we discover or suspect a child is suffering harm, the Child Protection Officer will be informed and will take the appropriate action required.
This safeguarding children policy statement and our safeguarding children code of conduct applies to all representatives of the club.
We will review our safeguarding children policy statement and code of conduct annually.
We work with and accept the advice of the Football League.

EQUAL OPPORTUNITIES POLICY
Burnley Football Club is an equal opportunities employer, committed to confront and eliminate discrimination, whether by reason of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Equality of opportunity means that in none of its activities will the club discriminate against, or in any way treat less favourably, any person on grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment. This policy will be applicable to:
the advertisement of jobs, the selection of candidates for employment or promotion, job location or working environment, pay and employment terms and conditions, internal training and development activities, internal and external coaching and education activities and awards and football development activities
The club will not tolerate sexual or racially based harassment, or other discriminatory behaviour, whether physical or verbal. The Chief Executive will ensure that such behaviour is met with appropriate disciplinary action whenever it occurs.
The club supports the bodies of the Football Association in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination within football.

At Turf Moor Stadium
At Burnley we employ in excess of 150 stewards on a match day and one of their primary roles is to monitor supporters' language. Any so called supporter who persists in using racist language, which constitutes a criminal offence, faces being ejected and banned from the stadium. Every match day programme carries a warning about foul language and racist chanting and, if the situation dictates, we make extra announcements over our public address system as well as including extra reminders and warnings in our club publications.

DISABLED SUPPORTERS' INFORMATION 

INTRODUCTION

Facilities for disabled supporters at Burnley Football Club include places for 35 wheelchair users located on the pitch perimeter. There are also a further places available for both visually impaired in the Bob Lord Stand and ambulant disabled supporters, situated in a variety of positions around the ground.

Registered Disabled Supporters 2011/2012 Season
Disabled supporters should currently be in receipt of either the Higher Rate Mobility or Higher Rate Care components of Disability Living Allowance (DLA).

Or, submit a recent Doctor's letter which describes your disability in relation to your attending football grounds, such as Turf Moor.

Disabled Supporters will also need to submit a number of other documents along with the above information. Please ensure that you read the Disabled Supporters Registration form thoroughly otherwise your application could be delayed.

Before submitting your application please ensures that you have read and understood the Disabled Supporters Terms and Conditions.

INFORMATION

The Disabled Supporters' match day experience is important to the Club.

Burnley Football Club applies reasonable adjustments under the Disability Discrimination Act for Disabled Supporters who have additional needs in the ground on match days. Disabled help stewards can provide assistance with help in and out of the ground and kiosk staff with assist with the purchase of refreshments. In the season 2010-2011 all wheelchair disabled supporters were given hearing devices so they could listen to a full match commentary. The commentary radio can be purchased from the Club Shop.

Ambulant Disabled supporters can sit anywhere in the ground providing they are able to access the area subject to safety requirements of the ground. Requirements should be stipulated at the time of purchasing a ticket to ensure appropriate seating.

Wheelchair/Scooter users are accommodated at pitch level. Scooter users cannot use the concourse area for safety reasons.

Away fans in wheel chairs are on an elevated platform with their fans. Seven wheelchair/helper tickets are sent to all away teams for sale to their supporters.

Parking: 2010/2011 season

Applications for Parking can made by contacting David McAtamney d.mcataney@burnleyfc.com or via the switchboard on 0871 221 1882.