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SUPPORTER FEEDBACK.

All enquiries related to customer service or supporter issues should be directed to the club's Supporter Liaison Officer via a written letter or email:Supporter Liaison Officer

Burnley FC Turf Moor Harry Potts Way Burnley BB10 4BX

Tel: 01282 446800 (Option 5) 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 supporters and associates at all levels of the club are treated without prejudice and with the utmost respect.

Our aims this season are to continue to improve on the club's complaints process, create more points of contacts for supporters to send department specific queries, and continue to provide a match day experience for supporters to enjoy regardless of the result on the pitch. While we will make all efforts to satisfy all supporters needs throughout the season, in the event a supporter 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 five working days.

The club would normally respond by letter or email and this may take up to 28 days from initial contact, if further investigation is required. Our aim is for the full response to be provided in less than the time frames outlined above. If a supporter requires a response by telephone this can be offered, but only by prior appointment. These calls can ordinarily be requested to be scheduled Monday to Friday, 10am - 4pm.We kindly ask that this is indicated at the time of initial contact and we can schedule a time and day to suit the supporters requirements.

Please note we will endeavour to offer flexibility on an individual basis, where there is a valid reason the call cannot be taken in the above-mentioned hours.

You can view our Spectator Code of Conduct here.

Complaints

All complaints made must be put in writing to

Supporter Liaison Officer

Burnley FC, Turf Moor

Harry Potts Way

Burnley

BB10 4BX

Or emailed to slo@burnleyfc.com.

All complaints will be acknowledged via email within 5 working days (excluding match days) and we will aim to respond fully within a reasonable period. The response time will depend upon the complexity of the complaint and, in most instances, it may be directed to the appropriate department head for comment feedback and investigation which may delay a full response. We will endeavour to attain a resolution within 6 weeks of initial contact from the supporter and to keep the complainant updated in the investigation process.

Staff Conduct

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

If you wish to provide the Club with feedback on an employess conduct, in the first instance please email HR@burnleyfc.com

Consultation, Supporter Dialogue & Information

The club publicises its position on major policy issues in a user-friendly manner, via the club's match day programme and the official club's internet website. A copy of any policy is available on request.

The club has, and continues to develop, ways to consult with shareholders, sponsors, season ticket holders and other interested parties. The club will endeavour to give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes this will be published on our official website.

In line with our new ownership in 2021 the Club currently is in dialogue to develop a wider fan engagement strategy with the desire to continue to encourage dialogue and transparency with supporters on an individual and group basis. Supporter / Club dialogue is important as a medium for both parties to share information and encourage meaningful and constructive ideas and learnings.

For example Club staff regularly meet with our supporters trust, The Clarets Trust and attend monthly meetings. If you would like to join an organised supporter group or find out more about the Clubs structured dialogue with supporters please contact our SLO who will explain how you can get involved.

For more details upon existing supporter groups and and when they will next meet please email slo@burnleyfc.com with your questions.

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