Customer Charter

Sun 11 Aug 2013
Author: Matt Hudson
The Weston Homes Community Stadium

The Weston Homes Community Stadium

Image by : Richard Blaxall

Our club charter can be found here.

COLCHESTER UNITED CUSTOMER CHARTER

OPENING STATEMENT 

Colchester United is committed to providing excellent service and a superb, safe family experience. This charter therefore, incorporates all areas of the business from customer service to ticketing and charity policies. 

 

OBJECTIVES FOR THE SEASON 

For 2014/15, Colchester United is committed to continuing its strong involvement to its local community, through engagement with schools and community groups and by using local suppliers where possible in its activities around the stadium. We will also be working to spread the word on our U11s free ticket offer to ensure thousands of children get the chance to watch their local team in action.

 

CUSTOMER SERVICE 

Due to the variety of departments and topics, please contact our Supporters Liaison Officer in the first instance and they will ensure your enquiry reaches the right person:-


Matt Hudson

Supporters Liaison Officer

Colchester United Football Club Ltd

Weston Homes Community Stadium

United Way

Colchester

Essex 

CO4 5UP

 

Telephone: 01206 755101

media@colchesterunited.net

 

Office Hours: 9am to 5pm Monday to Friday 

Matchdays as publicised 


The Football League Customer Service Department

Operations Centre

Edward VII Quay

Navigation Way

Preston

Lancashire

PR2 2YF

Telephone 0844 335 0183

enquiries@football-league.co.uk

Should you feel that your enquiry has not been satisfactorily dealt with, please contact:-

The Independent Football Ombudsman

Suite 49

57 Great George Street

Leeds

LS1 3AJ

 

The Club will endeavour to respond to any correspondence within seven days of receipt of same. If it is not possible to provide a full response then an acknowledgement will be sent followed by a detailed reply within twenty-one days of receipt of the original communication.

 

STAFF CONDUCT

Colchester United staff will conduct themselves in a courteous and helpful manner in all dealings with customers.

 

Colchester United is an equal opportunities employer and is committed to an equal opportunities policy.

 

Colchester United and its staff will not tolerate sexual or racially based harassment or discriminatory behaviour whether physical or verbal and will work to ensure that such behaviour is met with the appropriate disciplinary action. Colchester United is fully committed to supporting the 'Kick Racism Out of Football' Campaign.

 

CONSULTATION AND INFORMATION

Colchester United will continue to consult supporters on a regular basis through Forums and through our Supporters Association Chairman, Jon Burns. 

 

We also publicise major issues in the Official Club Matchday Programme, Website and social media channels. The Club also utilises media through newspapers and radio to give notice of any changes to ticketing policies and any other major arrangements.

 

TICKETING

The following policies apply in respect of all ticketing arrangements:-

 

Pricing

Colchester United is continually looking for ways in which to offer a broader range of ticketing prices for its supporters. During the course of a season various promotions may take place with regards to entry prices and we encourage fans to purchase early to ensure the best ticket price possible.

 

Allocation

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

 

Concessions

Concessionary prices are available with proof of Identity, senior citizens (65 years old) disabled and Juniors up to 21 years old, but only in specific areas of the stadium as publicised by the Club.

 

The Club provides areas of the ground for the exclusive use of family groups and junior supporters, disabled spectators and their carers.

 

Chris Saward can be contacted for details of our disabled facilities and ticket allocation.


Chris Saward

Ticket Office Team Leader

01206 755130

Chris.Saward@colchesterunited.net 


Season Ticket Priority

For ticketed events such as Cup games, tickets are reserved for season ticket holders only, ready for payment, prior to release date to the general public.

 

For home fixtures where tickets are in high demand, tickets are allocated to supporters based on a priority system of season ticket holders and people who have a sales history with Colchester United Football club. 

 

Away Matches

In the event of high profile away matches, tickets may be allocated to supporters based on a priority system of season ticket holders and people who hold a sales history with Colchester United Football Club. 

 

The home Club determines the cost of these tickets.

 

Cup Competitions

Generally for all Cup Competitions tickets are priced no higher than for League games.

 

Returns/Refunds

Every effort will be made to assist anyone with a genuine reason for returning their match ticket for any game to obtain a full refund before the match is played. This refund will be at the discretion of the Club's Management and in accordance with the Club's publicised conditions.

 

Any request for a refund after a match is played, would also be at the discretion of the Club's Management. The Club would require notification of the request, in writing within 48 hours of the completion of the match.

 

If a match is postponed before kick-off and abandoned up to 25 minutes before the final whistle, ticket holders are entitled to free admission to the re-arranged game, upon production of their original ticket purchased or on submission of vouchers produced by the Club.

Please note that refunds will not be issued on the day of the game and must fulfil the criteria above.

 

ACCOMMODATING AWAY SUPPORTERS

Colchester United abides by Football League Regulations governing the allocation of tickets to visiting clubs.

 

The admission prices for supporters of a visiting club are the same price as those for home supporters in comparable accommodation or where mutually agreed, a competitive reduced rate. 

 

In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club but do not apply to the prices charged for our own in-house junior members club.

 

MERCHANDISE

Colchester United will look to provide swing tickets attached to replica strips stating its seasonal lifespan. Details of the next intended change of kits will be made available in advance (where applicable) from the Club Shop.

 

Colchester United carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strips.

 

Colchester United offers refunds on merchandise on production of a receipt and at the discretion of the Management.

 

COMMUNITY ACTIVITIES

Colchester United is committed to the Football in the Community Scheme, providing facilities, to enable the administration of the Scheme to be carried out at Colchester United premises.

 

Colchester United offers the opportunity for schools and sports groups to attend matches at the Weston Homes Community Stadium at reduced admission prices, including our U11s for free incentive.

 

Colchester United participates in the Academy scheme and Registered Players are admitted to all home league matches free of charge, subject to ticket availability.

 

CHARITY POLICY 

Colchester United will work with The Prostate Cancer Charity as part of the Football League's official support. We will also back four local charities each year with an Official Charity Partner package, containing a host of benefits for the charities involved.

 

FIRST AID

The safety of Colchester United's customers is paramount. We will provide first class medical facilities for all visitors on a matchday. This will include a team of medical personnel dedicated to the well being of all spectators. This will comply with the required Green Guide standards and will comprise of a doctor, paramedic services, qualified first aiders, transport and specialised equipment. Stewards will also be trained in first aid. 

 

FIRE 

Colchester United will provide a safe environment for all visitors to its stadium. The stadium will be inspected on an annual basis by the fire & rescue services to ensure that it complies with current fire legislation. Risk assessments will be completed, fire fighting and detection equipment will be inspected / tested and maintained to required standards and staff will be trained to deal with any incidences of fire. Pre, during and post match checks will take place to ensure that areas remain in a safe condition and dedicated Fire Stewards will be on duty during a match.

 

DATA PROTECTION 

Clubs are required to maintain the privacy and security of the customer details held on record, in accordance with the Data Protection Act 1998

 

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