Customer Charter
Colchester United FC Customer Charter 2023/24
OPENING STATEMENT
Colchester United FC 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.
CONTACT WITH THE CLUB
Colchester United FC is a listening organisation and endeavours to be open and transparent in its dealings with our supporters. Due to the wide variety of departments and topics that require a response, please contact our Interim Supporters Liaison Officer David Gregory in the first instance and they will ensure your enquiry reaches the right person:-
Supporters Liaison Officer
Colchester United FC Football Club Ltd
JobServe Community Stadium
United Way
Colchester
Essex
CO4 5UP
Telephone: 01206 755101
E-mail: media@colchesterunited.net
Office Hours: 9am to 5pm Monday to Friday
The Club will endeavour to respond to any correspondence, including complaints, within seven working 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.
For Complaints Policy, click HERE.
Should you feel that your enquiry has not been satisfactorily dealt with, please refer the matter to The Independent Football Ombudsman (IFO). Complaints to the IFO should be made in writing to:-
The Independent Football Ombudsman
Premier House
1-5 Argyle Way
Stevenage
Hertfordshire
SG1 2AD
CONSULTATION AND INFORMATION
Colchester United FC Football Club will maintain regular contact with its supporters; the primary source of Club information will always be its website at www.cu-fc.com. In addition to its website, the Club will seek to make appropriate announcements via local and national media outlets, via its official accounts on Facebook and Twitter and also in the matchday programme.
The information being made available will include policy statements, information relating to spectator safety and ticketing arrangements, news on team matters such as completed transfers and signings, fixture updates and amendments, changes to policies or procedures and details of links and initiatives with other external agencies. Colchester United FC will not comment on speculation, rumour, gossip or information released by other outlets on any official channel. This approach is taken to ensure that supporters of the Club receive accurate and appropriate information on its activities.
In line with EFL regulation 128, Colchester United FC will continue to consult supporters on a regular basis through Forums and through our Supporters Association Chairman, Jon Burns.
Details of these Forums will be publicised 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.
SAFEGUARDING
Adults At Risk Policy can be found HERE
Safeguarding Policy HERE
Organisational Safeguarding Structure HERE
Safeguarding Reporting Lines HERE
The safety and welfare of Adults at Risk and Children under the care of the Club is paramount and Colchester United FC is committed to safeguarding children, young people and vulnerable adults in all aspects of its work and match delivery.
All Adults at Risk and Children that engage with the club, regardless of age, culture, social background, disability, gender, language, racial origin, religious belief and/or sexual identity have the right to safety and protection from abuse or harm.
All suspicions, reports and/or allegations of abuse will be taken seriously and investigated thoroughly which may involve the appropriate local authority teams where necessary.
The Club commits to employing a trained, club-wide Safeguarding Manager and designated safeguarding officers who implement, maintain and monitor best practice across the club.
Should you have any concerns please contact the club’s Head Of Safeguarding Lewis Robertson at lewis.robertson@colchesterunited.net.
EQUALITY, DIVERSITY & INCLUSION
Colchester United FC is committed to providing equality of opportunity for all people regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
Colchester United FC and its staff will not tolerate any form of verbal and physical abuse, whether racial, religious or homophobic and will work to ensure that such behaviour is met with the appropriate disciplinary action.
The Club promotes inclusion and will support and participate in initiatives by football authorities and other relevant agencies that are intended to promote greater social cohesion, improved behaviour and greater awareness of the need for respect for others.
For our Equality Policy, click HERE.
SPECTATOR SAFETY AND CONTROL
Colchester United FC remains committed to delivering matchdays and events within the parameters laid down by its safety certificate, under the Safety at Sports Grounds Act and any other relevant legislation and guidance.
The Club employs staff that are suitably trained and experienced in the delivery of safe events and able to minimise risks to spectators in every situation that could have been reasonably foreseen.
Supporters will be encouraged to adhere to safe methods of viewing matches and events and show respect to other spectators. Where behaviour by spectators falls below acceptable standards, those involved may be ejected from the match and/or banned for longer periods if the Club so decide.
The Club reserves the right to exchange information with Essex Police on any behaviour that could lead to the Club banning a supporter from its matches and events.
For Ground Regulations, click HERE.
STANDARDS OF BEHAVIOUR
Colchester United FC expects the highest standard of behaviour from its supporters and staff. The highest ethical standards should be maintained at all times.
Supporters and staff should be aware that disciplinary action will be considered for any action that brings, or is likely to bring, the name or image of Colchester United FC into disrepute.
The Club adopts a zero-acceptance approach to its staff being verbally abused or threatened. Any member of the public that is abusive to staff members, uses foul and abusive language or makes threats will not be served or allowed admission to the stadium.
The requirement for the highest standard of behaviour by supporters extends to away games and the Club reserves the right to ban supporters from home games where their behaviour has fallen below the required standards while attending or travelling to or from away games.
For the Club's Sanctions Policy, click HERE.
For Complaints Policy, click HERE.
GROUND REGULATIONS
Colchester United FC will abide by the ground regulations as issued by the English Football League Ltd.
These regulations are displayed around the stadium, are on the Club’s website and are available from the Club Ticket Office.
Supporters agree to abide by these regulations by purchasing a ticket and gaining admission to the stadium.
For Ground Regulations, click HERE.
For the Club's Sanctions Policy, click HERE.
TICKETING
Colchester United FC strives to offer opportunities to the widest possible constituency by offering:-
• A broad range of ticket prices
• Tickets on both a seasonal and match-by-match basis for each home match
• Price concessions for junior supporters and senior citizens
The following policies apply in respect of all ticketing arrangements:-
Pricing
Colchester United FC 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 Pass or Annual Subscription holders.
Concessions
Concessionary prices are available with proof of Identity, senior citizens (65 years old) disabled, Forces and Juniors up to 18 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 any eligible carer.
Disabled Supporters
Disabled supporters will be able to claim a concessionary rate ticket appropriate to the area of the stadium in which they are sat.
Supporters requiring a personal assistant must register with the Club prior to booking their tickets.
Supporters can purchase a disabled season or match ticket at the Jobserve Community Stadium and claim a complimentary personal assistant ticket if they are in receipt of any of the following documents:-
• Middle Rate Disability Living Allowance (DLA/PIP)
• Attendance Allowance (AA)
• Severe Disablement Allowance (SDA)
• War Disabled Pension
• Certificate of Visual Impairment (CVI 2003)
Evidence must be supplied at the Ticket Office on an annual basis.
Where the need for personal support has been identified, the Club will admit the personal assistant free of charge on the understanding that they are providing a service to the disabled supporter to enable them to access match facilities.
Disabled supporters who register the need for a personal assistant may be refused entry should they arrive at the ground unattended, as the Club cannot guarantee that this service will be provided by Club staff.
No carer may enter the ground using the complimentary ticket if the person to whom they provide assistance is not attending the game.
The Club is committed to ensuring that its disabled supporters and customers have as full access as is reasonably possible to all goods, services and facilities provided or offered to the public by the Club.
The Ticket Office can be contacted in person, by telephone on 01206 755161 or via email ticketing@colchesterunited.net for details of our disabled facilities and ticket allocation.
Hours of Opening
Non-Matchdays - Mon-Fri, 10:00 - 14:00 in person, 10:00 – 15:00 by telephone.
Saturday Matchdays 11:00 – Half Time in person, 11:00 – 13:00 by telephone. Online purchases are available until 1 hour prior to Kick Off.
Weekday Matchdays 10:00 – Half Time in person, 11:00 – 13:00 by telephone. Online purchases are available until 1 hour prior to Kick Off.
Any changes to these hours will be published on the Club website.
Season Ticket Priority
For ticketed events such as Cup games, tickets are reserved for Season Pass and Annual Subscription holders only, ready for payment, for a period 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 Pass and Annual Subscription holders and people who have a sales history with Colchester United FC.
Away Matches
In the event of high profile away matches, tickets may be allocated to supporters based on a priority system of Season Pass and Annual Subscription holders and people who hold a sales history with Colchester United FC.
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
Full details of returns and refunds can be found in our Ticket Terms & Conditions, which are available HERE.
Accommodating Away Supporters
Colchester United FC abides by English 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 FC seeks to offer a competitively priced, good quality range of merchandise at a broad range of prices to suit all ages.
With regard to merchandising the Club will:-
• Provide swing tickets attached to replica strips stating its seasonal lifespan.
• Ensure that replica strips will have a minimum lifespan of 12 months.
• Meet its obligations under English Football League Regulations to prevent price fixing in relation to the sale of replica strips.
• Offer refunds on merchandise on production of proof of purchase in accordance with its legal obligations.
COMMUNITY ACTIVITIES
Colchester United FC 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 FC premises.
Colchester United FC 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 FC participates in the Academy scheme and Registered Players are admitted to all home league matches free of charge, subject to ticket availability.
The JobServe Community Stadium is utilised by a broad cross-section of the local community.
CHARITY POLICY
Colchester United FC will work with British Red Cross as part of the English Football League's official support. We will also be supporting our own Colchester United Football in the Community Scheme. Any other charitable requests can be made to media@colchesterunited.net and will be looked into on an individual basis.
FIRST AID
The safety of Colchester United FC's supporters 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 wellbeing 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 FC 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, firefighting 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
Colchester United FC complies with relevant data protection legislation, including GDPR. All personal data is stored securely for the shortest time as possible and then disposed of in an appropriate and responsible manner.