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CUSTOMER CHARTER & POLICIES

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

Data Protection Policy

To download a PDF of this policy click the link below

Burnley Football Club - Data Protection Policy

1.            Introduction

This Policy sets out the obligations of Burnley Football Club (“the Company”) regarding data protection and the rights of customers, business contacts and employees (“data subjects”) in respect of their personal data under the General Data Protection Regulation (“the Regulation”).

The Regulation defines “personal data” as any information relating to an identified or identifiable natural person (a data subject); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.

This Policy sets out the procedures that are to be followed when dealing with personal data.  The procedures and principles set out herein must be followed at all times by the Company, its employees, agents, contractors, or other parties working on behalf of the Company.

The Company is committed not only to the letter of the law, but also to the spirit of the law and places high importance on the correct, lawful, and fair handling of all personal data, respecting the legal rights, privacy, and trust of all individuals with whom it deals.

 

2.            The Data Protection Principles

This Policy aims to ensure compliance with the Regulation.  The Regulation sets out the following principles with which any party handling personal data must comply.  All personal data must be:

a)            processed lawfully, fairly, and in a transparent manner in relation to the data subject;

b)            collected for specified, explicit, and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes;

c)            adequate, relevant and limited to what is necessary in relation to the purposes for which it is processed;

d)            accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that is inaccurate, having regard to the purposes for which they are processed, is erased or rectified without delay;

e)            kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed; personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes subject to implementation of the appropriate technical and organisational measures required by the Regulation in order to safeguard the rights and freedoms of the data subject;

f)             processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures.

 

3.            Lawful, Fair, and Transparent Data Processing

The Regulation seeks to ensure that personal data is processed lawfully, fairly, and transparently, without adversely affecting the rights of the data subject.  The Regulation states that processing of personal data shall be lawful if at least one of the following applies:

a)            the data subject has given consent to the processing of his or her personal data for one or more specific purposes;

b)            processing is necessary for the performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract;

c)            processing is necessary for compliance with a legal obligation to which the controller is subject;

d)            processing is necessary to protect the vital interests of the data subject or of another natural person;

e)            processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller;

f)             processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.

 

4.            Processed for Specified, Explicit and Legitimate Purposes

4.1          The Company collects and processes the personal data set out in Part 21 of this Policy.  This may include personal data received directly from data subjects (for example, contact details used when a data subject communicates with us) and data received from third parties (for example, club sponsors, partners, community, lottery, ticketing and retail solutions software, competitions, EFL, Premier League, FIFA, UEFA, The FA and its subsidiaries and partners).

4.2          The Company only processes personal data for the specific purposes set out in Part 21 of this Policy (or for other purposes expressly permitted by the Regulation).  The purposes for which we process personal data will be informed to data subjects at the time that their personal data is collected, where it is collected directly from them, or as soon as possible (not more than one calendar month) after collection where it is obtained from a third party.

 

5.            Adequate, Relevant and Limited Data Processing

The Company will only collect and process personal data for and to the extent necessary for the specific purpose(s) informed to data subjects as under Part 4, above.

 

6.            Accuracy of Data and Keeping Data Up To Date

The Company shall ensure that all personal data collected and processed is kept accurate and up-to-date.  The accuracy of data shall be checked when it is collected and at intervals thereafter. Where any inaccurate or out-of-date data is found, all reasonable steps will be taken without delay to amend or erase that data, as appropriate.

 

7.            Timely Processing

The Company shall not keep personal data for any longer than is necessary in light of the purposes for which that data was originally collected and processed.  When the data is no longer required, all reasonable steps will be taken to erase it without delay.

 

8.            Secure Processing

The Company shall ensure that all personal data collected and processed is kept secure and protected against unauthorised or unlawful processing and against accidental loss, destruction or damage.  Further details of the data protection and organisational measures which shall be taken are provided in Parts 22 and 23 of this Policy.

 

9.            Accountability

9.1          The Company’s data protection officer is Stephen Hawthorn-Emmett, Burnley Football Club, Turf Moor, Harry Potts Way, Burnley, BBD10 4BX, Tel: 01282 448600 ext 218, Email: dpo@burnleyfc.com

9.2          The Company shall keep written internal records of all personal data collection, holding, and processing, which shall incorporate the following information:

a)            The name and details of the Company, its data protection officer, and any applicable third party data controllers;

b)            The purposes for which the Company processes personal data;

c)            Details of the categories of personal data collected, held, and processed by the Company; and the categories of data subject to which that personal data relates;

d)            Details (and categories) of any third parties that will receive personal data from the Company;

e)            Details of any transfers of personal data to non-EEA countries including all mechanisms and security safeguards;

f)             Details of how long personal data will be retained by the Company; and

g)            Detailed descriptions of all technical and organisational measures taken by the Company to ensure the security of personal data.

 

10.         Privacy Impact Assessments

The Company shall carry out Privacy Impact Assessments when and as required under the Regulation.  Privacy Impact Assessments shall be overseen by the Company’s data protection officer and shall address the following areas of importance:

10.1       The purpose(s) for which personal data is being processed and the processing operations to be carried out on that data;

10.2       Details of the legitimate interests being pursued by the Company;

10.3       An assessment of the necessity and proportionality of the data processing with respect to the purpose(s) for which it is being processed;

10.4       An assessment of the risks posed to individual data subjects; and

10.5       Details of the measures in place to minimise and handle risks including safeguards, data security, and other measures and mechanisms to ensure the protection of personal data, sufficient to demonstrate compliance with the Regulation.

 

11.         The Rights of Data Subjects

The Regulation sets out the following rights applicable to data subjects:

a)            The right to be informed;

b)            The right of access;

c)            The right to rectification;

d)            The right to erasure (also known as the ‘right to be forgotten’);

e)            The right to restrict processing;

f)             The right to data portability;

g)            The right to object;

h)            Rights with respect to automated decision-making and profiling.

 

12.         Keeping Data Subjects Informed

12.1       The Company shall ensure that the following information is provided to every data subject when personal data is collected:

a)            Details of the Company including, but not limited to, the identity of Stephen Hawthorn-Emmett, its Data Protection Officer;

b)            The purpose(s) for which the personal data is being collected and will be processed (as detailed in Part 21 of this Policy) and the legal basis justifying that collection and processing;

c)            Where applicable, the legitimate interests upon which the Company is justifying its collection and processing of the personal data;

d)            Where the personal data is not obtained directly from the data subject, the categories of personal data collected and processed;

e)            Where the personal data is to be transferred to one or more third parties, details of those parties;

f)             Where the personal data is to be transferred to a third party that is located outside of the European Economic Area (the “EEA”), details of that transfer, including but not limited to the safeguards in place (see Part 24 of this Policy for further details concerning such third country data transfers);

g)            Details of the length of time the personal data will be held by the Company (or, where there is no predetermined period, details of how that length of time will be determined);

h)            Details of the data subject’s rights under the Regulation;

i)              Details of the data subject’s right to withdraw their consent to the Company’s processing of their personal data at any time;

j)              Details of the data subject’s right to complain to the Information Commissioner’s Office (the ‘supervisory authority’ under the Regulation);

k)            Where applicable, details of any legal or contractual requirement or obligation necessitating the collection and processing of the personal data and details of any consequences of failing to provide it;

l)              Details of any automated decision-making that will take place using the personal data (including but not limited to profiling), including information on how decisions will be made, the significance of those decisions and any consequences.

12.2       The information set out above in Part 12.1 shall be provided to the data subject at the following applicable time:

12.2.1  Where the personal data is obtained from the data subject directly, at the time of collection;

12.2.2  Where the personal data is not obtained from the data subject directly (i.e. from another party):

a)            If the personal data is used to communicate with the data subject, at the time of the first communication; or

b)            If the personal data is to be disclosed to another party, before the personal data is disclosed; or

c)            In any event, not more than one month after the time at which the Company obtains the personal data.

 

13.         Data Subject Access

13.1       A data subject may make a subject access request (“SAR”) at any time to find out more about the personal data which the Company holds about them.  The Company is normally required to respond to SARs within one month of receipt (this can be extended by up to two months in the case of complex and/or numerous requests, and in such cases the data subject shall be informed of the need for the extension).

13.2       All subject access requests received must be forwarded to Stephen Hawthorn-Emmett, the Company’s data protection officer.  In writing to: Stephen Hawthorn-Emmett, Burnley Football Club, Turf Moor, Harry Potts Way, Burnley, BB10 4BX or email dpo@burnleyfc.com.

13.3       The Company does not charge a fee for the handling of normal SARs.  The Company reserves the right to charge reasonable fees for additional copies of information that has already been supplied to a data subject, and for requests that are manifestly unfounded or excessive, particularly where such requests are repetitive.

 

14.         Rectification of Personal Data

14.1       If a data subject informs the Company that personal data held by the Company is inaccurate or incomplete, requesting that it be rectified, the personal data in question shall be rectified, and the data subject informed of that rectification, within one month of receipt the data subject’s notice (this can be extended by up to two months in the case of complex requests, and in such cases the data subject shall be informed of the need for the extension).

14.2       In the event that any affected personal data has been disclosed to third parties, those parties shall be informed of any rectification of that personal data.

 

15.         Erasure of Personal Data

15.1       Data subjects may request that the Company erases the personal data it holds about them in the following circumstances:

a)            It is no longer necessary for the Company to hold that personal data with respect to the purpose for which it was originally collected or processed;

b)            The data subject wishes to withdraw their consent to the Company holding and processing their personal data;

c)            The data subject objects to the Company holding and processing their personal data (and there is no overriding legitimate interest to allow the Company to continue doing so) (see Part 18 of this Policy for further details concerning data subjects’ rights to object);

d)            The personal data has been processed unlawfully;

e)            The personal data needs to be erased in order for the Company to comply with a particular legal obligation.

15.2       Unless the Company has reasonable grounds to refuse to erase personal data, all requests for erasure shall be complied with, and the data subject informed of the erasure, within one month of receipt of the data subject’s request (this can be extended by up to two months in the case of complex requests, and in such cases the data subject shall be informed of the need for the extension).

15.3       In the event that any personal data that is to be erased in response to a data subject request has been disclosed to third parties, those parties shall be informed of the erasure (unless it is impossible or would require disproportionate effort to do so).

 

16.         Restriction of Personal Data Processing

16.1       Data subjects may request that the Company ceases processing the personal data it holds about them.  If a data subject makes such a request, the Company shall retain only the amount of personal data pertaining to that data subject that is necessary to ensure that no further processing of their personal data takes place.

16.2       In the event that any affected personal data has been disclosed to third parties, those parties shall be informed of the applicable restrictions on processing it (unless it is impossible or would require disproportionate effort to do so).

 

17.         Data Portability

17.1       The Company processes personal data using automated means for confirmation and processing of purchases, registrations on clubs third party systems and marketing in line with the preferences selected in the preference centre.

17.2       Where data subjects have given their consent to the Company to process their personal data in such a manner or the processing is otherwise required for the performance of a contract between the Company and the data subject, data subjects have the legal right under the Regulation to receive a copy of their personal data and to use it for other purposes (namely transmitting it to other data controllers, e.g. other organisations).

17.3       To facilitate the right of data portability, the Company shall make available all applicable personal data to data subjects in the following formats

a)            CSV File

b)            PDF

17.4       Where technically feasible, if requested by a data subject, personal data shall be sent directly to another data controller.

17.5       All requests for copies of personal data shall be complied with within one month of the data subject’s request (this can be extended by up to two months in the case of complex requests in the case of complex or numerous requests, and in such cases the data subject shall be informed of the need for the extension).

 

18.         Objections to Personal Data Processing

18.1       Data subjects have the right to object to the Company processing their personal data based on legitimate interests (including profiling), direct marketing (including profiling), and processing for scientific and/or historical research and statistics purposes.

18.2       Where a data subject objects to the Company processing their personal data based on its legitimate interests, the Company shall cease such processing forthwith, unless it can be demonstrated that the Company’s legitimate grounds for such processing override the data subject’s interests, rights and freedoms; or the processing is necessary for the conduct of legal claims.

18.3       Where a data subject objects to the Company processing their personal data for direct marketing purposes, the Company shall cease such processing forthwith.

18.4       Where a data subject objects to the Company processing their personal data for scientific and/or historical research and statistics purposes, the data subject must, under the Regulation, ‘demonstrate grounds relating to his or her particular situation’.  The Company is not required to comply if the research is necessary for the performance of a task carried out for reasons of public interest.

 

19.         Automated Decision-Making

19.1       In the event that the Company uses personal data for the purposes of automated decision-making and those decisions have a legal (or similarly significant effect) on data subjects, data subjects have the right to challenge to such decisions under the Regulation, requesting human intervention, expressing their own point of view, and obtaining an explanation of the decision from the Company.

19.2       The right described in Part 19.1 does not apply in the following circumstances:

a)            The decision is necessary for the entry into, or performance of, a contract between the Company and the data subject;

b)            The decision is authorised by law; or

c)            The data subject has given their explicit consent.

 

20.         Profiling

Where the Company uses personal data for profiling purposes, the following shall apply:

a)            Clear information explaining the profiling will be provided, including its significance and the likely consequences;

b)            Appropriate mathematical or statistical procedures will be used;

c)            Technical and organisational measures necessary to minimise the risk of errors and to enable such errors to be easily corrected shall be implemented; and

d)            All personal data processed for profiling purposes shall be secured in order to prevent discriminatory effects arising out of profiling (see Parts 22 and 23 of this Policy for more details on data security).

 

21.         Personal Data

The following personal data may be collected, held, and processed by the Company:

a)            Personal and Sensitive Data, may be collected by manual and electronic forms, in person or over the phone, we will use this data to fulfil specific contracts in place and keep customers informed of any information relating to that contract;

b)            Personal and Sensitive Data, may be collected by manual and electronic forms, in person or over the phone, will may process this data to report on Equality and Diversity;

c)            Personal Data, with explicit consent from the Data Subject we may process their information for marketing purposes to give information on new products and services offered by the club and our third party sponsors and partners;.

 

22.         Data Protection Measures

The Company shall ensure that all its employees, agents, contractors, or other parties working on its behalf comply with the following when working with personal data:

a)            All emails containing personal data must be encrypted using end to end encryption;

b)            Where any personal data is to be erased or otherwise disposed of for any reason (including where copies have been made and are no longer needed), it should be securely deleted and disposed of.  Hardcopies should be shredded, and electronic copies should be deleted securely.

c)            Personal data may be transmitted over secure networks only; transmission over unsecured networks is not permitted in any circumstances;

d)            Personal data may not be transmitted over a wireless network if there is a wired alternative that is reasonably practicable;

e)            Personal data contained in the body of an email, whether sent or received, should be copied from the body of that email and stored securely.  The email itself should be deleted.  All temporary files associated therewith should also be deleted;

f)             Where Personal data is to be sent by facsimile transmission the recipient should be informed in advance of the transmission and should be waiting by the fax machine to receive the data;

g)            Where Personal data is to be transferred in hardcopy form it should be passed directly to the recipient or sent using Royal Mail Special Delivery so that is tracked and has to be signed for by the recipient;

h)            No personal data may be shared informally and if an employee, agent, sub-contractor, or other party working on behalf of the Company requires access to any personal data that they do not already have access to, such access should be formally requested by a Department Head from the companies Data Protection Officer.

i)              All hardcopies of personal data, along with any electronic copies stored on physical, removable media should be stored securely in a locked box, drawer, cabinet or similar;

j)              No personal data may be transferred to any employees, agents, contractors, or other parties, whether such parties are working on behalf of the Company or not, without the authorisation of a Department Head and the companies Data Protection Officer;

k)            Personal data must be handled with care at all times and should not be left unattended or on view to unauthorised employees, agents, sub-contractors or other parties at any time;

l)              If personal data is being viewed on a computer screen and the computer in question is to be left unattended for any period of time, the user must lock the computer and screen before leaving it;

m)           No personal data should be stored on any mobile device (including, but not limited to, laptops, tablets and smartphones), whether such device belongs to the Company or otherwise without the formal written approval of Doug Metcalf, Facilities Manager and, in the event of such approval, strictly in accordance with all instructions and limitations described at the time the approval is given, and for no longer than is absolutely necessary.

n)            No personal data should be transferred to any device personally belonging to an employee and personal data may only be transferred to devices belonging to agents, contractors, or other parties working on behalf of the Company where the party in question has agreed to comply fully with the letter and spirit of this Policy and of the Regulation (which may include demonstrating to the Company that all suitable technical and organisational measures have been taken);

o)            All personal data stored electronically should be backed up ever day with backups stored onsite andoffsite.  All backups should be encrypted using end to end encryption;

p)            All electronic copies of personal data should be stored securely using passwords and end to end data encryption;

q)            All passwords used to protect personal data should be changed regularly and should not use words or phrases that can be easily guessed or otherwise compromised.  All passwords must contain a combination of uppercase and lowercase letters, numbers, and symbols.

r)             Under no circumstances should any passwords be written down or shared between any employees, agents, contractors, or other parties working on behalf of the Company, irrespective of seniority or department.  If a password is forgotten, it must be reset using the applicable method.  IT staff do not have access to passwords;

s)            Where personal data held by the Company is used for marketing purposes, it shall be the responsibility of the Marketing Manager to ensure that no data subjects have added their details to any marketing preference databases including, but not limited to, the Telephone Preference Service, the Mail Preference Service, the Email Preference Service, and the SMS Preference Service Such details should be checked at least ever 12 months.

 

23.         Organisational Measures

The Company shall ensure that the following measures are taken with respect to the collection, holding, and processing of personal data:

a)            All employees, agents, contractors, or other parties working on behalf of the Company shall be made fully aware of both their individual responsibilities and the Company’s responsibilities under the Regulation and under this Policy, and shall be provided with a copy of this Policy;

b)            Only employees, agents, sub-contractors, or other parties working on behalf of the Company that need access to, and use of, personal data in order to carry out their assigned duties correctly shall have access to personal data held by the Company;

c)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be appropriately trained to do so;

d)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be appropriately supervised;

e)            Methods of collecting, holding and processing personal data shall be regularly evaluated and reviewed;

f)             The performance of those employees, agents, contractors, or other parties working on behalf of the Company handling personal data shall be regularly evaluated and reviewed;

g)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be bound to do so in accordance with the principles of the Regulation and this Policy by contract;

h)            All agents, contractors, or other parties working on behalf of the Company handling personal data must ensure that any and all of their employees who are involved in the processing of personal data are held to the same conditions as those relevant employees of the Company arising out of this Policy and the Regulation;

i)              Where any agent, contractor or other party working on behalf of the Company handling personal data fails in their obligations under this Policy that party shall indemnify and hold harmless the Company against any costs, liability, damages, loss, claims or proceedings which may arise out of that failure.

 

24.         Transferring Personal Data to a Country Outside the EEA

24.1       The Company may from time to time transfer (‘transfer’ includes making available remotely) personal data to countries outside of the EEA.

24.2       The transfer of personal data to a country outside of the EEA shall take place only if one or more of the following applies:

a)            The transfer is to a country, territory, or one or more specific sectors in that country (or an international organisation), that the European Commission has determined ensures an adequate level of protection for personal data;

b)            The transfer is to a country (or international organisation) which provides appropriate safeguards in the form of a legally binding agreement between public authorities or bodies; binding corporate rules; standard data protection clauses adopted by the European Commission; compliance with an approved code of conduct approved by a supervisory authority (e.g. the Information Commissioner’s Office); certification under an approved certification mechanism (as provided for in the Regulation); contractual clauses agreed and authorised by the competent supervisory authority; or provisions inserted into administrative arrangements between public authorities or bodies authorised by the competent supervisory authority;

c)            The transfer is made with the informed consent of the relevant data subject(s);

d)            The transfer is necessary for the performance of a contract between the data subject and the Company (or for pre-contractual steps taken at the request of the data subject);

e)            The transfer is necessary for important public interest reasons;

f)             The transfer is necessary for the conduct of legal claims;

g)            The transfer is necessary to protect the vital interests of the data subject or other individuals where the data subject is physically or legally unable to give their consent; or

h)            The transfer is made from a register that, under UK or EU law, is intended to provide information to the public and which is open for access by the public in general or otherwise to those who are able to show a legitimate interest in accessing the register.

 

25.         Data Breach Notification

25.1       All personal data breaches must be reported immediately to the Company’s data protection officer.

25.2       If a personal data breach occurs and that breach is likely to result in a risk to the rights and freedoms of data subjects (e.g. financial loss, breach of confidentiality, discrimination, reputational damage, or other significant social or economic damage), the data protection officer must ensure that the Information Commissioner’s Office is informed of the breach without delay, and in any event, within 72 hours after having become aware of it.

25.3       In the event that a personal data breach is likely to result in a high risk (that is, a higher risk than that described under Part 25.2) to the rights and freedoms of data subjects, the data protection officer must ensure that all affected data subjects are informed of the breach directly and without undue delay.

25.4       Data breach notifications shall include the following information:

a)            The categories and approximate number of data subjects concerned;

b)            The categories and approximate number of personal data records concerned;

c)            The name and contact details of the Company’s data protection officer (or other contact point where more information can be obtained);

d)            The likely consequences of the breach;

e)            Details of the measures taken, or proposed to be taken, by the Company to address the breach including, where appropriate, measures to mitigate its possible adverse effects.

 

26.         Implementation of Policy

This Policy shall be deemed effective as of 25th May 2018.  No part of this Policy shall have retroactive effect and shall thus apply only to matters occurring on or aftethis date.

 

Burnley Football Club

Data Protection Policy

To download a PDF version of this policy click HERE

  1. Introduction

This Policy sets out the obligations of Burnley Football Club (“the Company”) regarding data protection and the rights of customers, business contacts and employees (“data subjects”) in respect of their personal data under the General Data Protection Regulation (“the Regulation”).

The Regulation defines “personal data” as any information relating to an identified or identifiable natural person (a data subject); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.

This Policy sets out the procedures that are to be followed when dealing with personal data.  The procedures and principles set out herein must be followed at all times by the Company, its employees, agents, contractors, or other parties working on behalf of the Company.

The Company is committed not only to the letter of the law, but also to the spirit of the law and places high importance on the correct, lawful, and fair handling of all personal data, respecting the legal rights, privacy, and trust of all individuals with whom it deals.

 

  1. The Data Protection Principles

This Policy aims to ensure compliance with the Regulation.  The Regulation sets out the following principles with which any party handling personal data must comply.  All personal data must be:

a)            processed lawfully, fairly, and in a transparent manner in relation to the data subject;

b)            collected for specified, explicit, and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes;

c)            adequate, relevant and limited to what is necessary in relation to the purposes for which it is processed;

d)            accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that is inaccurate, having regard to the purposes for which they are processed, is erased or rectified without delay;

e)            kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed; personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes subject to implementation of the appropriate technical and organisational measures required by the Regulation in order to safeguard the rights and freedoms of the data subject;

f)             processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures.

 

  1. Lawful, Fair, and Transparent Data Processing

The Regulation seeks to ensure that personal data is processed lawfully, fairly, and transparently, without adversely affecting the rights of the data subject.  The Regulation states that processing of personal data shall be lawful if at least one of the following applies:

a)            the data subject has given consent to the processing of his or her personal data for one or more specific purposes;

b)            processing is necessary for the performance of a contract to which the data subject is a party or in order to take steps at the request of the data subject prior to entering into a contract;

c)            processing is necessary for compliance with a legal obligation to which the controller is subject;

d)            processing is necessary to protect the vital interests of the data subject or of another natural person;

e)            processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller;

f)             processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.

 

  1. Processed for Specified, Explicit and Legitimate Purposes

4.1          The Company collects and processes the personal data set out in Part 21 of this Policy.  This may include personal data received directly from data subjects (for example, contact details used when a data subject communicates with us) and data received from third parties (for example, club sponsors, partners, community, lottery, ticketing and retail solutions software, competitions, EFL, Premier League, FIFA, UEFA, The FA and its subsidiaries and partners).

4.2          The Company only processes personal data for the specific purposes set out in Part 21 of this Policy (or for other purposes expressly permitted by the Regulation).  The purposes for which we process personal data will be informed to data subjects at the time that their personal data is collected, where it is collected directly from them, or as soon as possible (not more than one calendar month) after collection where it is obtained from a third party.

 

  1. Adequate, Relevant and Limited Data Processing

The Company will only collect and process personal data for and to the extent necessary for the specific purpose(s) informed to data subjects as under Part 4, above.

 

  1. Accuracy of Data and Keeping Data Up To Date

The Company shall ensure that all personal data collected and processed is kept accurate and up-to-date.  The accuracy of data shall be checked when it is collected and at intervals thereafter. Where any inaccurate or out-of-date data is found, all reasonable steps will be taken without delay to amend or erase that data, as appropriate.

 

  1. Timely Processing

The Company shall not keep personal data for any longer than is necessary in light of the purposes for which that data was originally collected and processed.  When the data is no longer required, all reasonable steps will be taken to erase it without delay.

 

  1. Secure Processing

The Company shall ensure that all personal data collected and processed is kept secure and protected against unauthorised or unlawful processing and against accidental loss, destruction or damage.  Further details of the data protection and organisational measures which shall be taken are provided in Parts 22 and 23 of this Policy.

 

  1. Accountability

9.1          The Company’s data protection officer is Stephen Hawthorn-Emmett, Burnley Football Club, Turf Moor, Harry Potts Way, Burnley, BBD10 4BX, Tel: 01282 448600 ext 218, Email: dpo@burnleyfc.com

9.2          The Company shall keep written internal records of all personal data collection, holding, and processing, which shall incorporate the following information:

a)            The name and details of the Company, its data protection officer, and any applicable third party data controllers;

b)            The purposes for which the Company processes personal data;

c)            Details of the categories of personal data collected, held, and processed by the Company; and the categories of data subject to which that personal data relates;

d)            Details (and categories) of any third parties that will receive personal data from the Company;

e)            Details of any transfers of personal data to non-EEA countries including all mechanisms and security safeguards;

f)             Details of how long personal data will be retained by the Company; and

g)            Detailed descriptions of all technical and organisational measures taken by the Company to ensure the security of personal data.

 

  1. Privacy Impact Assessments

The Company shall carry out Privacy Impact Assessments when and as required under the Regulation.  Privacy Impact Assessments shall be overseen by the Company’s data protection officer and shall address the following areas of importance:

10.1       The purpose(s) for which personal data is being processed and the processing operations to be carried out on that data;

10.2       Details of the legitimate interests being pursued by the Company;

10.3       An assessment of the necessity and proportionality of the data processing with respect to the purpose(s) for which it is being processed;

10.4       An assessment of the risks posed to individual data subjects; and

10.5       Details of the measures in place to minimise and handle risks including safeguards, data security, and other measures and mechanisms to ensure the protection of personal data, sufficient to demonstrate compliance with the Regulation.

 

  1. The Rights of Data Subjects

The Regulation sets out the following rights applicable to data subjects:

a)            The right to be informed;

b)            The right of access;

c)            The right to rectification;

d)            The right to erasure (also known as the ‘right to be forgotten’);

e)            The right to restrict processing;

f)             The right to data portability;

g)            The right to object;

h)            Rights with respect to automated decision-making and profiling.

 

  1. Keeping Data Subjects Informed

12.1       The Company shall ensure that the following information is provided to every data subject when personal data is collected:

a)            Details of the Company including, but not limited to, the identity of Stephen Hawthorn-Emmett, its Data Protection Officer;

b)            The purpose(s) for which the personal data is being collected and will be processed (as detailed in Part 21 of this Policy) and the legal basis justifying that collection and processing;

c)            Where applicable, the legitimate interests upon which the Company is justifying its collection and processing of the personal data;

d)            Where the personal data is not obtained directly from the data subject, the categories of personal data collected and processed;

e)            Where the personal data is to be transferred to one or more third parties, details of those parties;

f)             Where the personal data is to be transferred to a third party that is located outside of the European Economic Area (the “EEA”), details of that transfer, including but not limited to the safeguards in place (see Part 24 of this Policy for further details concerning such third country data transfers);

g)            Details of the length of time the personal data will be held by the Company (or, where there is no predetermined period, details of how that length of time will be determined);

h)            Details of the data subject’s rights under the Regulation;

i)              Details of the data subject’s right to withdraw their consent to the Company’s processing of their personal data at any time;

j)              Details of the data subject’s right to complain to the Information Commissioner’s Office (the ‘supervisory authority’ under the Regulation);

k)            Where applicable, details of any legal or contractual requirement or obligation necessitating the collection and processing of the personal data and details of any consequences of failing to provide it;

l)              Details of any automated decision-making that will take place using the personal data (including but not limited to profiling), including information on how decisions will be made, the significance of those decisions and any consequences.

12.2       The information set out above in Part 12.1 shall be provided to the data subject at the following applicable time:

12.2.1  Where the personal data is obtained from the data subject directly, at the time of collection;

12.2.2  Where the personal data is not obtained from the data subject directly (i.e. from another party):

a)            If the personal data is used to communicate with the data subject, at the time of the first communication; or

b)            If the personal data is to be disclosed to another party, before the personal data is disclosed; or

c)            In any event, not more than one month after the time at which the Company obtains the personal data.

 

  1. Data Subject Access

13.1       A data subject may make a subject access request (“SAR”) at any time to find out more about the personal data which the Company holds about them.  The Company is normally required to respond to SARs within one month of receipt (this can be extended by up to two months in the case of complex and/or numerous requests, and in such cases the data subject shall be informed of the need for the extension).

13.2       All subject access requests received must be forwarded to Stephen Hawthorn-Emmett, the Company’s data protection officer.  In writing to: Stephen Hawthorn-Emmett, Burnley Football Club, Turf Moor, Harry Potts Way, Burnley, BB10 4BX or email dpo@burnleyfc.com.

13.3       The Company does not charge a fee for the handling of normal SARs.  The Company reserves the right to charge reasonable fees for additional copies of information that has already been supplied to a data subject, and for requests that are manifestly unfounded or excessive, particularly where such requests are repetitive.

 

  1. Rectification of Personal Data

14.1       If a data subject informs the Company that personal data held by the Company is inaccurate or incomplete, requesting that it be rectified, the personal data in question shall be rectified, and the data subject informed of that rectification, within one month of receipt the data subject’s notice (this can be extended by up to two months in the case of complex requests, and in such cases the data subject shall be informed of the need for the extension).

14.2       In the event that any affected personal data has been disclosed to third parties, those parties shall be informed of any rectification of that personal data.

 

  1. Erasure of Personal Data

15.1       Data subjects may request that the Company erases the personal data it holds about them in the following circumstances:

a)            It is no longer necessary for the Company to hold that personal data with respect to the purpose for which it was originally collected or processed;

b)            The data subject wishes to withdraw their consent to the Company holding and processing their personal data;

c)            The data subject objects to the Company holding and processing their personal data (and there is no overriding legitimate interest to allow the Company to continue doing so) (see Part 18 of this Policy for further details concerning data subjects’ rights to object);

d)            The personal data has been processed unlawfully;

e)            The personal data needs to be erased in order for the Company to comply with a particular legal obligation.

15.2       Unless the Company has reasonable grounds to refuse to erase personal data, all requests for erasure shall be complied with, and the data subject informed of the erasure, within one month of receipt of the data subject’s request (this can be extended by up to two months in the case of complex requests, and in such cases the data subject shall be informed of the need for the extension).

15.3       In the event that any personal data that is to be erased in response to a data subject request has been disclosed to third parties, those parties shall be informed of the erasure (unless it is impossible or would require disproportionate effort to do so).

 

  1. Restriction of Personal Data Processing

16.1       Data subjects may request that the Company ceases processing the personal data it holds about them.  If a data subject makes such a request, the Company shall retain only the amount of personal data pertaining to that data subject that is necessary to ensure that no further processing of their personal data takes place.

16.2       In the event that any affected personal data has been disclosed to third parties, those parties shall be informed of the applicable restrictions on processing it (unless it is impossible or would require disproportionate effort to do so).

 

  1. Data Portability

17.1       The Company processes personal data using automated means for confirmation and processing of purchases, registrations on clubs third party systems and marketing in line with the preferences selected in the preference centre.

17.2       Where data subjects have given their consent to the Company to process their personal data in such a manner or the processing is otherwise required for the performance of a contract between the Company and the data subject, data subjects have the legal right under the Regulation to receive a copy of their personal data and to use it for other purposes (namely transmitting it to other data controllers, e.g. other organisations).

17.3       To facilitate the right of data portability, the Company shall make available all applicable personal data to data subjects in the following formats

a)            CSV File

b)            PDF

17.4       Where technically feasible, if requested by a data subject, personal data shall be sent directly to another data controller.

17.5       All requests for copies of personal data shall be complied with within one month of the data subject’s request (this can be extended by up to two months in the case of complex requests in the case of complex or numerous requests, and in such cases the data subject shall be informed of the need for the extension).

 

  1. Objections to Personal Data Processing

18.1       Data subjects have the right to object to the Company processing their personal data based on legitimate interests (including profiling), direct marketing (including profiling), and processing for scientific and/or historical research and statistics purposes.

18.2       Where a data subject objects to the Company processing their personal data based on its legitimate interests, the Company shall cease such processing forthwith, unless it can be demonstrated that the Company’s legitimate grounds for such processing override the data subject’s interests, rights and freedoms; or the processing is necessary for the conduct of legal claims.

18.3       Where a data subject objects to the Company processing their personal data for direct marketing purposes, the Company shall cease such processing forthwith.

18.4       Where a data subject objects to the Company processing their personal data for scientific and/or historical research and statistics purposes, the data subject must, under the Regulation, ‘demonstrate grounds relating to his or her particular situation’.  The Company is not required to comply if the research is necessary for the performance of a task carried out for reasons of public interest.

 

  1. Automated Decision-Making

19.1       In the event that the Company uses personal data for the purposes of automated decision-making and those decisions have a legal (or similarly significant effect) on data subjects, data subjects have the right to challenge to such decisions under the Regulation, requesting human intervention, expressing their own point of view, and obtaining an explanation of the decision from the Company.

19.2       The right described in Part 19.1 does not apply in the following circumstances:

a)            The decision is necessary for the entry into, or performance of, a contract between the Company and the data subject;

b)            The decision is authorised by law; or

c)            The data subject has given their explicit consent.

 

  1. Profiling

Where the Company uses personal data for profiling purposes, the following shall apply:

a)            Clear information explaining the profiling will be provided, including its significance and the likely consequences;

b)            Appropriate mathematical or statistical procedures will be used;

c)            Technical and organisational measures necessary to minimise the risk of errors and to enable such errors to be easily corrected shall be implemented; and

d)            All personal data processed for profiling purposes shall be secured in order to prevent discriminatory effects arising out of profiling (see Parts 22 and 23 of this Policy for more details on data security).

 

  1. Personal Data

The following personal data may be collected, held, and processed by the Company:

a)            Personal and Sensitive Data, may be collected by manual and electronic forms, in person or over the phone, we will use this data to fulfil specific contracts in place and keep customers informed of any information relating to that contract;

b)            Personal and Sensitive Data, may be collected by manual and electronic forms, in person or over the phone, will may process this data to report on Equality and Diversity;

c)            Personal Data, with explicit consent from the Data Subject we may process their information for marketing purposes to give information on new products and services offered by the club and our third party sponsors and partners;.

 

  1. Data Protection Measures

The Company shall ensure that all its employees, agents, contractors, or other parties working on its behalf comply with the following when working with personal data:

a)            All emails containing personal data must be encrypted using end to end encryption;

b)            Where any personal data is to be erased or otherwise disposed of for any reason (including where copies have been made and are no longer needed), it should be securely deleted and disposed of.  Hardcopies should be shredded, and electronic copies should be deleted securely.

c)            Personal data may be transmitted over secure networks only; transmission over unsecured networks is not permitted in any circumstances;

d)            Personal data may not be transmitted over a wireless network if there is a wired alternative that is reasonably practicable;

e)            Personal data contained in the body of an email, whether sent or received, should be copied from the body of that email and stored securely.  The email itself should be deleted.  All temporary files associated therewith should also be deleted;

f)             Where Personal data is to be sent by facsimile transmission the recipient should be informed in advance of the transmission and should be waiting by the fax machine to receive the data;

g)            Where Personal data is to be transferred in hardcopy form it should be passed directly to the recipient or sent using Royal Mail Special Delivery so that is tracked and has to be signed for by the recipient;

h)            No personal data may be shared informally and if an employee, agent, sub-contractor, or other party working on behalf of the Company requires access to any personal data that they do not already have access to, such access should be formally requested by a Department Head from the companies Data Protection Officer.

i)              All hardcopies of personal data, along with any electronic copies stored on physical, removable media should be stored securely in a locked box, drawer, cabinet or similar;

j)              No personal data may be transferred to any employees, agents, contractors, or other parties, whether such parties are working on behalf of the Company or not, without the authorisation of a Department Head and the companies Data Protection Officer;

k)            Personal data must be handled with care at all times and should not be left unattended or on view to unauthorised employees, agents, sub-contractors or other parties at any time;

l)              If personal data is being viewed on a computer screen and the computer in question is to be left unattended for any period of time, the user must lock the computer and screen before leaving it;

m)           No personal data should be stored on any mobile device (including, but not limited to, laptops, tablets and smartphones), whether such device belongs to the Company or otherwise without the formal written approval of Doug Metcalf, Facilities Manager and, in the event of such approval, strictly in accordance with all instructions and limitations described at the time the approval is given, and for no longer than is absolutely necessary.

n)            No personal data should be transferred to any device personally belonging to an employee and personal data may only be transferred to devices belonging to agents, contractors, or other parties working on behalf of the Company where the party in question has agreed to comply fully with the letter and spirit of this Policy and of the Regulation (which may include demonstrating to the Company that all suitable technical and organisational measures have been taken);

  • o)            All personal data stored electronically should be backed up ever day with backups stored onsite andoffsite.  All backups should be encrypted using end to end encryption;

p)            All electronic copies of personal data should be stored securely using passwords and end to end data encryption;

q)            All passwords used to protect personal data should be changed regularly and should not use words or phrases that can be easily guessed or otherwise compromised.  All passwords must contain a combination of uppercase and lowercase letters, numbers, and symbols.

r)             Under no circumstances should any passwords be written down or shared between any employees, agents, contractors, or other parties working on behalf of the Company, irrespective of seniority or department.  If a password is forgotten, it must be reset using the applicable method.  IT staff do not have access to passwords;

s)            Where personal data held by the Company is used for marketing purposes, it shall be the responsibility of the Marketing Manager to ensure that no data subjects have added their details to any marketing preference databases including, but not limited to, the Telephone Preference Service, the Mail Preference Service, the Email Preference Service, and the SMS Preference Service Such details should be checked at least ever 12 months.

 

  1. Organisational Measures

The Company shall ensure that the following measures are taken with respect to the collection, holding, and processing of personal data:

a)            All employees, agents, contractors, or other parties working on behalf of the Company shall be made fully aware of both their individual responsibilities and the Company’s responsibilities under the Regulation and under this Policy, and shall be provided with a copy of this Policy;

b)            Only employees, agents, sub-contractors, or other parties working on behalf of the Company that need access to, and use of, personal data in order to carry out their assigned duties correctly shall have access to personal data held by the Company;

c)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be appropriately trained to do so;

d)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be appropriately supervised;

e)            Methods of collecting, holding and processing personal data shall be regularly evaluated and reviewed;

f)             The performance of those employees, agents, contractors, or other parties working on behalf of the Company handling personal data shall be regularly evaluated and reviewed;

g)            All employees, agents, contractors, or other parties working on behalf of the Company handling personal data will be bound to do so in accordance with the principles of the Regulation and this Policy by contract;

h)            All agents, contractors, or other parties working on behalf of the Company handling personal data must ensure that any and all of their employees who are involved in the processing of personal data are held to the same conditions as those relevant employees of the Company arising out of this Policy and the Regulation;

i)              Where any agent, contractor or other party working on behalf of the Company handling personal data fails in their obligations under this Policy that party shall indemnify and hold harmless the Company against any costs, liability, damages, loss, claims or proceedings which may arise out of that failure.

 

  1. Transferring Personal Data to a Country Outside the EEA

24.1       The Company may from time to time transfer (‘transfer’ includes making available remotely) personal data to countries outside of the EEA.

24.2       The transfer of personal data to a country outside of the EEA shall take place only if one or more of the following applies:

a)            The transfer is to a country, territory, or one or more specific sectors in that country (or an international organisation), that the European Commission has determined ensures an adequate level of protection for personal data;

b)            The transfer is to a country (or international organisation) which provides appropriate safeguards in the form of a legally binding agreement between public authorities or bodies; binding corporate rules; standard data protection clauses adopted by the European Commission; compliance with an approved code of conduct approved by a supervisory authority (e.g. the Information Commissioner’s Office); certification under an approved certification mechanism (as provided for in the Regulation); contractual clauses agreed and authorised by the competent supervisory authority; or provisions inserted into administrative arrangements between public authorities or bodies authorised by the competent supervisory authority;

c)            The transfer is made with the informed consent of the relevant data subject(s);

d)            The transfer is necessary for the performance of a contract between the data subject and the Company (or for pre-contractual steps taken at the request of the data subject);

e)            The transfer is necessary for important public interest reasons;

f)             The transfer is necessary for the conduct of legal claims;

g)            The transfer is necessary to protect the vital interests of the data subject or other individuals where the data subject is physically or legally unable to give their consent; or

h)            The transfer is made from a register that, under UK or EU law, is intended to provide information to the public and which is open for access by the public in general or otherwise to those who are able to show a legitimate interest in accessing the register.

 

  1. Data Breach Notification

25.1       All personal data breaches must be reported immediately to the Company’s data protection officer.

25.2       If a personal data breach occurs and that breach is likely to result in a risk to the rights and freedoms of data subjects (e.g. financial loss, breach of confidentiality, discrimination, reputational damage, or other significant social or economic damage), the data protection officer must ensure that the Information Commissioner’s Office is informed of the breach without delay, and in any event, within 72 hours after having become aware of it.

25.3       In the event that a personal data breach is likely to result in a high risk (that is, a higher risk than that described under Part 25.2) to the rights and freedoms of data subjects, the data protection officer must ensure that all affected data subjects are informed of the breach directly and without undue delay.

25.4       Data breach notifications shall include the following information:

a)            The categories and approximate number of data subjects concerned;

b)            The categories and approximate number of personal data records concerned;

c)            The name and contact details of the Company’s data protection officer (or other contact point where more information can be obtained);

d)            The likely consequences of the breach;

e)            Details of the measures taken, or proposed to be taken, by the Company to address the breach including, where appropriate, measures to mitigate its possible adverse effects.

 

  1. Implementation of Policy

This Policy shall be deemed effective as of 25th May 2018.  No part of this Policy shall have retroactive effect and shall thus apply only to matters occurring on or after this date.

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

To read our under 5's guidence for match days, please click here.

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