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Customer Charter

Our commitments to you

Brentford Football Club (the Club) is committed to providing a high quality of service to all its customers, and to maintaining and enhancing its relationships with the local community and other stakeholders.

1.1. Customers should contact the Supporter Liaison Officer with their questions, complaints, concerns and feedback and it will be that person's responsibility to ensure that all issues are dealt with within the terms of the Customer Charter by the relevant department or persons concerned.

Email: enquiries@brentfordfc.com

Post: Attention Supporter Relations Officer, Brentford FC, Braemar Road, Brentford, London, TW8 0NT

Phone: 020 847 2511 (Monday – Friday, 9am to 5pm)

Fax: 020 8568 9940

The Club will acknowledge receipt of all written enquiries within three working days and will respond fully, where possible, within seven working days.

1.2. If the customer feels that they are less than satisfied with the outcome they should direct their concerns to the Club's Chief Executive, Mark Devlin.

Email: mdevlin@brentfordfc.com

Post: Mark Devlin, Chief Executive, c/o Brentford FC, Braemar Road, Brentford, TW8 0NT

1.3. If after dealing with the Chief Executive the customer still feels dissatisfied they should contact the Adjudicator:

Email: donald.kerr@beesunited.org.uk

Post: Donald Kerr, Vice-Chairman & Adjudicator, c/o Brentford FC, Braemar Road, Brentford, TW8 0NT

1.4. The Vice-Chairman will acknowledge receipt of all written enquiries within three working days and will respond fully, where possible, within seven working days.

1.5. If the customer feels that they are less than satisfied with the outcome received from the Bees United Adjudicator they can direct their concerns to the Independent Football Ombudsman.

The Independent Football Ombudsman (IFO) has been established by the football authorities (The FA, The PL and The EFL) to receive and adjudicate on complaints which have not been resolved at an earlier stage:

Email: contact@TheIFO.co.uk

Website: www.theifo.co.uk

Post: The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ

Phone: 0800 588 4066

2.1. The Club expects its staff, stewards and representatives to be courteous, helpful and well informed. Any person who feels that any of the Club's personnel are failing to meet the standards they would reasonably expect should notify the Club, as per point one above.

2.2. The Club will monitor the phone system and website regularly to ensure that all information provided is current, fully updated and working to its full ability.

2.3. The Club will run a 'Mystery shopper' exercise to monitor customer care during at least two matchdays.

The Club recognises the need to make reasonable adjustments to Griffin Park to allow access to all members of the community and in doing so comply with the Disability Discrimination Act.

The Club also offers:

3.1. A pricing strategy which meets the needs of all individuals by means of a range of ticket prices.

3.2. Concessions on matchdays for junior supporters (under 18 years of age), young people (18-24 years) and senior supporters (of 65 years and over).

3.3. Season Tickets payable by instalments through the Club's external credit agency at a reasonable rate of interest where this facility is made available.

3.4. An equal opportunities policy, a copy of which is issued to all staff. A copy can also be obtained from the Club during office hours and is available on the website.

We will ensure that:

3.4.1. In none of its activities will the Club 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.

3.4.2. Any discriminatory behaviour, whether physical or verbal, will be met with appropriate disciplinary action in whatever context it occurs.

3.5. The Club operates a smoke-free policy inside stadium areas on matchdays.

4.1. For home League matches discretion will be applied to the number of tickets available to each applicant and will be confirmed when that match goes on sale. This allocation is at the Club’s discretion. The Club will sell tickets in the following order of priority subject to availability:

1. Club Members

2. Season Ticket Holders

3. Previous Purchasers

4. General Sale (at the discretion of the Club)

4.2 For home Cup matches discretion will be applied to the number of tickets available to each applicant and will be confirmed when that match goes on sale. This allocation is at the Club’s discretion. The Club will sell tickets in the following order of priority subject to availability. 

1. Season Ticket Holders

2. Club Members

3. Previous Purchasers

4. General Sale (at the discretion of the Club)

4.3 For away matches discretion will be applied to the number of tickets available to each applicant the Club will sell tickets in the following order of priority subject to availability:

1. Season Ticket Holders

2. Club Members

3. Previous Purchasers

4. General Sale (at the discretion of the Club)

4.4. Ticketing details for cup competitions will be announced via the Club website and other appropriate Club channels, once agreed by the two clubs.

4.5. Griffin Park has a number of 'Restricted View' seats, and in the event that these are sold each would be clearly marked on the ticket, these tickets will be offered at a slightly lower price to reflect the restriction.

4.6. Once a ticket is purchased it is non-refundable unless the given match is rescheduled, postponed, cancelled or abandoned. If a match is rescheduled, postponed or abandoned fans will have seven days to claim a refund. If no refund is claimed their ticket will be valid for the re-arranged fixture.

4.7. A register of all complimentary tickets will be maintained at the Club.

4.8. For all away matches the Club will liaise in writing with the home club and agree a fair allocation to be available for sale in advance, which will be based on the anticipated demand for tickets from Brentford supporters and communicated when tickets go on sale. Brentford Football Club will ensure that pricing to Brentford supporters is consistent with Football League rules in regard to away ticket pricing.

4.9. For home matches, all tickets sold will be traceable back to the purchaser and should these tickets be touted or used by Away supporters, the future right to purchase tickets could be withdrawn and if disorder occurs banning orders could be considered.

4.10 Ticket Access Points will be used to manage access to tickets where availability is limited.

5.1. The Club abides by Football Association and English Football League rules governing the allocation of tickets to visiting clubs.

5.2. Any away fan found in any of the designated home areas of Griffin Park will be ejected from the ground.

6.1. Replica kit has a life span of a minimum of one season. The Club is committed to ensuring a competitive price for all replica kits and not entering into price-fixing in relation to the sale of Replica Kits.

6.2. The Club offers refunds on merchandise in accordance with its stated policy on display in the Club Shop and legal obligations. This can be found in the "conditions of sale" section of the Club's online store.

7.1. The club offers various membership schemes. The respective benefits of the current schemes will be made available at brentfordfc.co.uk no later than when the Club goes on sale with the respective schemes:

1. Season Ticket Holders (Club): Priority access for Cup and away League matches. Discounts on away travel. Ticket Access Points to help fans gain priority access to tickets where availability is limited.

2. Club Membership (Club, Adults and Juniors): Priority access to home League matches and a £5 discount against advance Matchday prices for home league games (Adults only). Ticket Access Points to help fans gain priority access to tickets where availability is limited.

4. Lifeline (Independent): Where a Lifeline member is not already a member of the above Club initiatives, at the Club's discretion priority on match tickets and discount on away travel.

5. Bees United (the Brentford Football Community Society Limited, Independent): Where a Bees United member is not already a member of the above Club initiatives, at the Club's discretion priority on match tickets and discount on away travel.

6. BIAS (Brentford Independent Association of Supporters) (Independent). Where a BIAS member is not already a member of the above Club initiatives, at the Club's discretion priority on match tickets and discount on away travel.

Brentford FC is proud of the contribution it makes to the community and will continue to further this work through its policies and initiatives.

8.1. Information on the Brentford Football Club Community Sports Trust available at www.brentfordfccst.com.

Enquiries regarding the scheme should be made to:

Telephone: 0844 247 1889

Email: info@brentfordfccst.com

8.2. Information on the Griffin Park Learning Zone can be obtained by calling 020 8758 0523.

8.3. The Club will ensure that members of the First Team squad attend a number of community events during the season.

Brentford Football Club will only accept charity requests that come in writing on headed charity notepaper or with an accompanying letter from the appropriate charity.

Charity requests are not accepted by email.

Brentford FC receives dozens of requests every month for tickets or merchandise to raise funds for charity.

The Club is committed to working with the local community, in partnership with Brentford FC Community Sports Trust, and supporting charities wherever possible. However, due to the number of requests received, it is not possible to support every request.

Priority is given to local charities and to Brentford supporters performing acts for charity.

The Club also supports the Football League's charity – currently Prostate Cancer UK.

A letter requesting support should include as many details as possible about the charity and what assistance the Club can provide.

A request is likely to be turned down if it is not from a local charity or organisation, if the charity or organisation has already had support from the Club in the past 12 months or if the Club's limit on charitable donations in a particular period has been reached.

Requests should be sent to Charity Request, Reception, Brentford Football Club, Griffin Park, Braemar Road, Brentford, London, TW8 0NT.

Brentford FC does not accept unsolicited requests to hold a charity bucket collection at Griffin Park.

Brentford FC is happy to welcome anyone visiting as part of a "Tour of the 92" during normal opening hours.

Due to the number of requests received, it will not usually be possible to advertise such a visit via Club communications channels.

Merchandise and souvenirs are not given away for free; they can be bought at www.brentfordfc.com.

10.1. The Club will publicise its policies and initiatives on the Club website and in the Matchday programme and any other relevant Club channels.

10.2. The Club will consult with supporters and supporters' organisations on a regular basis.

10.3. The Club will arrange to consult with sponsors, the Local Authority, residents' groups, and other interested parties, where appropriate.

10.4. The Club will give early notice of any changes to its ticketing policy and the reasons for those changes.

10.5 Senior Executive(s) from the Club agree to meet with BIAS on at least a quarterly basis to discuss issues relating to Brentford FC. These meetings will cover relevant items identified by both the Club and BIAS, including but not limited to any questions that BIAS receive from fans of the Club which they deem are appropriate.

Brentford Football Club has the right to ban any supporter or another person from Griffin Park at the discretion of the Club.

Bans or Acceptable Behaviour Contracts will be considered in the event of any breaches of ground regulations, evidence of football-related offences committed elsewhere, and any other circumstances that are likely to bring the reputation of Brentford FC into disrepute.

Brentford FC will invite each supporter whom it is considering a ban or other sanctions to the Club to discuss the allegations prior to the next home fixture.

If the supporter fails to attend the meeting the Club will impose sanctions in their absence. These sanctions will be confirmed in writing to the supporter.

At the end of each season, the Club will provide to the Football League in confidence, a summary of club bans imposed that season, which will include the number of supporters receiving club bans, the duration of these bans, the offences for which they were imposed, the number of initial meetings with supporters held, the number of supporters who have used the appeal process and the number of successful and unsuccessful appeals.

12.1. To meet the English Football League's end of June deadline the formal annual review with BIAS will commence in May each year.