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CUSTOMER CHARTER

All enquiries related to customer service or fan issues should be directed to the clubs Supporter Liaison Officer via written letter or email:

Harriet Harbidge
SLO Burnley FC
Turf Moor
Harry Potts Way
Burnley
BB10 4BX
Tel: 0871 221 1882
Email: slo@burnleyfc.com

Burnley Football Club is proud of its history as a founder member of the Football League, and a club at the heart of the local community. We as a whole endeavour to ensure that all fans, customers and associates at all levels of the club are treated without prejudice and with the utmost respect.

Our aims in the upcoming 2016/2017 season are to continue to improve on the current club complaints process, create more points of contacts for fans to send department specific queries, and continue to provide a matchday experience for fans to enjoy regardless of the result on the pitch. While we will make all efforts to satisfy all fans needs throughout the season, in the event a fan feels the club has not reached the standards we have set, they need only to contact the club and we will investigate, and where necessary make improvements.

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

All complaints made must be put in writing to Harriet Harbidge, Burnley FC, Turf Moor, Harry Potts Way, Burnley, BB10 4BX, or emailed to h.harbidge@burnleyfc.com
 
All complaints will be responded to within a reasonable period and directed to the appropriate department head for comment. 

Any person who has been convicted of a football related offence either home or away, may receive an ‘Indefinite ban’ from Turf Moor and will be unable to purchase tickets for away fixtures as a Burnley supporter. 

The ban may be reviewed, on request, after a period of 5 years.  A person who breaches a Ground Regulation may be requested to sign an Acceptable Behaviour Agreement before being allowed to attend Turf Moor or may be issued with a stadium ban for a number of matches.

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.

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 secure 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.

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 or homophobic 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.

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

For contact information and opening hours of the ticket office, please click here. 

If you would like to view the full terms and conditions, please click here

Pricing
The club continues to strive for wider access to matches by offering a broad range of ticket prices. Burnley FC operate 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. Concessionary prices are available to junior supporters and senior citizens (over 65's).

Please note that club policy states that U13s MUST be accompanied by an adult when attending a match at Turf Moor. The club provides an area of the ground for the exclusive use of family groups and junior supporters. 

Away Matches (League & Cup)
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.

The Club (BFC) and its staff are fully committed to the safeguarding and welfare of children and vulnerable adults regardless of their age, gender, language, religion, ethnic background or sexual identity.


We recognise that Safeguarding is the responsibility of everyone who has contact with children, young people and vulnerable groups and we are dedicated to providing a positive environment, enjoyable experiences and to protect from harm.

With this is mind The Club will:
• Protect all vulnerable groups from abuse or harm, or the risk of this.
• Ensure that staff comply with relevant laws, regulations and are employed safely.
• Ensure staff read, understand and are bound by the Safeguarding policy and sign up to codes of contact and implement these at all times.
• Create a positive environment for all visitors, staff and participants.
• Ensure all staff are aware of their role, have clear understanding on how to report concerns and who to report to and are supported to do this effectively.
• Ensure all attendees regardless of age, gender, racial origin, religion, disability, sexual identity, culture and language enjoy sport and other activities safe from harm, abuse or discrimination.
• Our External agencies will also be made aware of the policy and codes of conduct expected from their staff when undertaking activities with The Club

Policy and Procedures

The Club provides a range of services and activities that impact on the lives of vulnerable groups both directly and indirectly. Safeguarding individuals, ensuring their welfare, their safety and their health is of paramount importance.

Burnley Football Club is also committed to creating opportunities for individuals with disabilities and mental health problems to participate in a broad spectrum of activities at the Club at the same time as creating a safer culture for the participants.

The Club’s Policy includes:
• Having commitment from senior managers, trustees and board members to safeguarding
• Having a safe recruitment, selection and induction processes consistent across The Club
• Ensuring that all relevant staff are DBS checked at the appropriate level
• Providing training at the appropriate levels for staff and volunteers
• Each area of the Club having a designated Safeguarding Contact
• Having information easily accessible for staff, children, young people and their families
• Having an easily understandable reporting and monitoring system
• Working co-operatively with partner organisations and services
• Having a commitment to manage and monitor allegations of discrimination, harassment, abuse and bullying.

Burnley Football Club has a Safeguarding of Vulnerable Groups Policy which complies with national legislation and is in accordance with the rules outlined by the Football Association and the Premier League which is available on request.

Burnley Football Club has appointed Helen Tanner to the post of Head of Safeguarding she has overall responsibility for the safeguarding of vulnerable groups and reports directly to the Chief Executive of the Club.

If you have a concern about your own safety or the welfare of a child or vulnerable adult who engages in the Club’s activities, please contact:
Helen Tanner, Head of Safeguarding
h.tanner@burnleyfc.com
07714 792507

If you are worried about the immediate safety or welfare of a child or vulnerable adult you should contact:
The Police – Dial 999
NSPCC Helpline – 0808 800 5000
Lancashire County Council, Children’s Social Care 0300 123 6720
Lancashire County Council, Adult Social Care 0300 123 6721
Vulnerable Adults Policy Safeguarding Of Children Policy

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

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