SEASON 2003/2004

The Football League is committed to providing excellent service.  This Charter sets out The League's policies.

MISSION STATEMENT

The role of The Football League is to provide a national membership organisation and structure for professional football through which The Football League can facilitate financial success, stability and development of professional football clubs, administer and regulate the professional game and promote the values and contribution of the professional game to our national life.

In fulfilling this role, The Football League's objectives will be to:

1.        Represent the interests of its members;

2.        Maximise the income generated collectively to support a healthy and sustainable level of professional football throughout the country;

3.        Regulate and administer the game to protect the reputation, credibility and image of professional football;

4.        Provide leadership in developing new initiatives and responding to external changes which affect the future direction of professional football;

5.        Promote an understanding of the sporting and business needs of its members;

6.        Represent The Football League on developments in football, sports generally, and other issues which have a potential impact on the professional game;

7.        Enhance and promote the place of football in our national heritage and culture, and in the pursuit of sporting and civic values.

CUSTOMER SERVICE

Patricia Brown is the principal customer services contact at The Football League. The League is a listening organisation, which is open and transparent in its dealings with all persons representing the interests of the game. 

The aims of the department are.

·         to provide a professional and approachable point of contact within The League for supporters and other members of the general public who need help, advice and information on any aspect of the League's activities.

·         To work within The League to ensure that a high level of customer service is provided to our members

Contact with the unit can be made in the following ways:

By post: Letters should be addressed to Customer Services Department, The Football League Operations Centre, Edward VII Quay, Navigation Way, Preston PR2 2YF.

By direct dial telephone: on 0870 443 9222

By fax: on 0870 442 1188

By e-mail: to fl@football-league.co.uk

Office hours are 9am to 5pm, Monday to Friday.

We will endeavour to respond to any letter, fax or e-mail within 7 working days of receipt of such communication.  If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication. We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint. The complainant does have the option after 28 working days of taking the complaint to the Independent Football Commission if they are dissatisfied with the progress made. Further details about the Independent Football Commission can be found at www.theifc.co.uk.

Details of all complaints are recorded and information will be provided to the Independent Football Commission as part of the reporting process.

STAFF CONDUCT

Football League staff will conduct themselves in a courteous and responsive manner in all dealings with customers. The League is dedicated to treating all persons equally.

Anti Discrimination Policy

The Company seeks to ensure that the talents of all employees are used to the full and that opportunities afforded to employees and prospective

employees will be solely on the grounds of capability.  In order that this may be achieved, no employee or job applicant will receive less favourable

treatment by the Company on any of the following grounds:  Gender, Marital Status, Race or Ethnic Origin, Religious Belief, Age, Sexual

Orientation, Disability or any other unjustifiable reason.  This policy applies to all current and prospective employees wherever they may be based,

and to all The Football League's employment practices

The Company will have special regard to the duties laid upon it by the Sex Discrimination Act 1975, the Race Relations Act 1976, the Disability

Discriminations Act 1995 and the Code of Practice on the Employment of Disabled People.

CONSULTATION

The Football League consults at National Level with the Football Supporters' Federation, is a member of the National Association of Disabled Supporters Group and the Consultative Committee of Supporters Direct contributing and responding over issues designed to improve supporters experience and enjoyment of the game.

The League also has representation on the National Kick it Out Group, and the National Advisory Group for Playing For Success where it continues to develop ways for consult with other football bodies and Government.

TICKETING

The Football League, as event organiser, has direct responsibility for the staging of the Finals of the Carling Cup, the LDV Vans Trophy and the Nationwide Football League Divisional Play-off Finals. 

The following policies apply in respect of these Football League events:

Pricing

The League continues to strive for wider access to matches by offering a broad range of ticket prices.

Allocation

The Football League will endeavour to allocate 80% of the tickets to the two clubs competing in the Final.

Concessions

Concessions will be available to junior supporters (under 16) and senior citizens (age determined in accordance with the competing clubs ticketing policy).

Disabled Spectators

Designated places will be available for disabled spectators and their carers.  These tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the cheapest priced seat for each disabled supporter and half price for their helpers.

Returns/Refunds

Every effort will be made to facilitate the return and re-distribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994), any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased for one of the Football League's Finals. Any unwanted tickets should therefore be returned to the point of sale (usually one of the clubs competing in the Final), where, providing the ticket-holder has a genuine reason for returning the ticket(s), a full refund will be given.

If any of the Football League's Finals should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged game.  If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the rearranged match. 

GOOD CAUSES

The Football League is committed to helping good causes. For Season 2003/04 it is focusing its efforts in targeting charities and good causes with which supporters of football can relate.