CHESTERFIELD FOOTBALL CLUB

CUSTOMER CHARTER

CLUB OWNERSHIP

            Chesterfield FC is owned by shareholders, the majority shareholding being that held by the Chesterfield Football Supporters Society. CFSS is a democratic organisation whose board has up to 9 elected members, two of whom are representatives on the Football Club Executive Board. CFSS membership costs £10 per annum for 18_60 year olds £5 for 16 & 17 year olds plus over 60 year olds. Lifetime membership costs £100. Members elect the CFSS Board who run the Society according to the following objects:

i)                    To strengthen the bonds between the Club and the Community which it serves and to represent the interests of the community in the running of the Club.

ii)                  To benefit the present and future members of the community served by the Club by promoting, encouraging and furthering the game of football as a recreational facility, sporting activity and focus for community involvement.

iii)                 To encourage the Club to take proper account of the interests of its supporters and of the community it serves in its decisions.

iv)                To encourage and promote the principle of supporter representation on the board of the Club and ultimately to be the vehicle for democratic elections to the Board.

v)                  To seek to acquire a majority shareholding in the Club in pursuance of the objects above

vi)                Such charitable purposes as the members in general meeting in their absolute discretion think fit. 

CUSTOMER SERVICE

• Mrs Sue Green is the Clubs Customer Service contact and she would normally be available during office hours by phone (01246 209765 Ticket Office) and on match days before and after the game.

• The Club undertakes to respond to any contact from a customer within a maximum of seven days but would under normal circumstances respond within 48 hours.  If there are any justifiable reasons why a query cannot be answered fully within this time, the customer will be sent acknowledgement indicating how long a full report will take.

• We encourage customers to contact Sue Green who will contact the relevant department at their request.

STAFF CONDUCT

• Chesterfield Football Club is committed to confront and eliminate discrimination whether by reason of sex, race nationality, ethnic origin, colour, religion or disability.

• Chesterfield Football Club is an equal opportunities employer.  We are committed to equal opportunity within our own organisation and to encourage similar commitment form every organisation or individual acting within the game.

• Equality of opportunity at this Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race nationality, ethnic origin, colour, religion or disability.

• The Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action whatever it occurs.

• The Club will work with the stewards to ensure that spectators act in a reasonable manner and will not tolerate racial or sexual comments towards players or staff.  The staff will ensure that the provisions of the ground rules are complied with.

CONSULTATION AND INFORMATION

·         The Club regularly consults supporters through forums and focus groups.

·         The Club publicises its position on major policy issues in the Club Programme, local media and website.

·         The Club continues to develop ways to consult with shareholders, sponsors, the local authority, emergency services and other interested parties.

·         The Club gives the earliest possible notice through the programme and local media of any change in its ticketing policy and the reason for the changes.

·         The Club will undertake research on the design and number of new strips.

TICKETING

PRICING

·         The Club continues to strive for the wider access it matches by offering a broad range of ticket prices.

·         The Club operates a scheme to pay for half season tickets during mid season to accommodate additional interest promoted by the success of the team.

ALLOCATION

·         At least 5% of tickets to each game are available to non season ticket holders.

CONCESSIONS

·         Concessionary prices are available to young supporters 18 years of age or under, senior citizens 65 years of age or over, juveniles 14 years of age or under and to leisure pass holders - a scheme undertaken with the local authority.

·         The Club provides:

An area of the ground for the exclusive use of family groups and junior supporters known as the Family Stand.

Disabled supporters are given free access to the ground but payment is required from their helpers.  Sally Swain/Sue Green can be contacted for details of our disabled facilities and ticket allocation.

The Club do not normally sell seats with a restricted view.

            LOYALTY AND MEMBERSHIP SCHEMES

·         The Clubs rewards Season ticket holders, shareholders and agents of the Club by giving them priority to purchase tickets for all-ticket matches.

AWAY MATCHES

·         The allocation of away tickets is usually sufficient to accommodate all our travelling fans but season ticket holders, C.F.S.S. members have priority when in limited supply.

           CUP COMPETITIONS

·         The pricing policy is usually in accordance with our League fixtures and away supporters have 1480 standing and 796 seated spaces.

RETURNS/REFUNDS

·         The Club undertakes to give a full refund on all unwanted tickets, returned at least 3 hours prior to kick-off.

·         If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game.  If a match is abandoned before half time, spectators are entitled to half price admission to the re-arranged game.  If a match is abandoned after half time no refunds are available.

            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 supporters of a visiting Club which are higher than those charged our own supporters for comparable accommodation.  In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting Club.

MERCHANDISE

·         The Club will endeavour to ensure that all replica strip designs shall have a minimum life span of two seasons

·         Details of the next intended change will be available from the Club Shop.

·         The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

·         The Club offers refunds on merchandise (in accordance with its legal obligations)

COMMUNITY ACTIVITIES

·          We have a Football in The Community Department staffed by an ex-professional player with a number of regular helpers as and when required.  They visit schools and organise soccer courses during school holidays and generally promote the development of soccer in the North of the county.  They are also involved with special needs and work closely with all Local Authorities.  They organise Birthday parties at the Club and other venues in the area.  They also run a holiday play scheme with approximately 60 children attending each day and have been involved with the local council to promote reading and writing initiatives within the community,

CUSTOMER CHARTER

·          This is available from the Ticket Office, Commercial Office, and the Club Shop and on the Official Website.

CONTACT NUMBERS

CUSTOMER SERVICE / CUSTOMER CHARTER

SUE GREEN

01246 209765

COMMERCIAL OFFICE

JIM BROWN

01246 209765

FOOTBALL IN THE COMMUNITY

ANDY MORRIS

01246 550930

CHESTERFIELD FOOTBALL SUPPORTERS SOCIETY

PHIL TOOLEY

01246 861360


CLICK HERE FOR A WORD VERSION