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Customer Charter

WEST BROMWICH ALBION FOOTBALL CLUB LTD.

CUSTOMER CHARTER

1. CUSTOMER AND SUPPORTER SERVICE

1.1 West Bromwich Albion Football Club aims to provide its supporters and its neighbouring community with the opportunity to watch live football in a high quality stadium. We aim to provide our supporters with a team which is successful and of which they can be proud.

1.2 The Club operates a policy of continual improvement in all areas of its activities.

1.3 The Club seeks to achieve a high level of service in all its operations.

1.4 The Club will ensure that its facilities are fully accessible in accordance with current legislation.

The Club will further ensure that all facilities are maintained to a high standard.

1.5 The Club aims to treat all customers and supporters with respect and courtesy. The Club is committed to equality, diversity and inclusion. Please visit the Club's Equality Statement.

1.6 Customers and supporters requiring service from the Club should use the following numbers:

  CONTACT PHONE NUMBER
TICKET ENQUIRIES Ticket Office 0121 227 2227
MERCHANDISE ENQUIRIES Retail Department 0871 271 9790 
HOSPITALITY ENQUIRIES Commercial Office 0871 271 9800 
FOUNDATION ENQUIRIES Albion Foundation  0871 271 9840 
OTHER ENQUIRIES Main switchboard  0871 271 1100 

Calls to the 0871 numbers cost 2p per minute from a normal BT landline, calls from other operators or mobiles may cost more. Calls to the 0121 number are charged at standard rate and may be included free in many call packages.

1.7 To ensure that any complaint is dealt with promptly and efficiently, the Club prefers all complaints to be made in writing by letter and the Club will respond by letter. In the first instance customers and supporters should contact the office or department relevant to their query or complaint. The Club shall endeavour to respond to such query or complaint within 14 days. If a complaint has not been dealt with speedily and efficiently by the office or department concerned, the customer or supporter should then write to The Chief Executive.

2. TICKETING FOR HOME FIXTURES

2.1 The Club continues to strive for wider access to matches for all supporters, by offering a range of ticket prices.

2.2 The Club operates a scheme to enable supporters to pay for season tickets by a ten month direct debit plan through V12 Finance, or interest free through the Albion MasterCard.

2.3 Home season tickets (Stilecards) entitle supporters to entry to the Club's home league games only. For the avoidance of doubt, season tickets (Stilecards) do not entitle supporters to entry to pre-season friendlies, cup games and/or playoff games. Season tickets (Stilecards) need to be upgraded, or a ticket must be purchased separately to attend such games. Season ticket (Stilecard) holders do however have a seat guaranteed for purchase, for a limited time for home cup and/or playoff games.

2.4 The Club offers concessionary prices to junior supporters (under-17s), 22 and under, students in full time education (on production of a valid NUS card) and senior citizens. Concessions to senior citizens are available to both men and women at 60 years of age (concession tickets in the West Stand are restricted to those existing concessionary season ticket holders, prior to the 2011/12 season). All persons wishing to enter the stadium (regardless of age) must be in possession of a ticket or Stilecard.

2.5 The Club provides support for disabled spectators and their carers, (spectators wishing to bring a guide dog are requested to inform the club on purchase of a ticket). Details of disabled facilities are available from the Club.

2.6 The Club discourages the use of inappropriate language or behaviour, in any part of the stadium.

2.7 The Hawthorns is a no smoking stadium, including the use of electronic cigarettes.

2.8 A minimum of five per cent of home tickets for each game are made available to non season ticket holders.

2.9 The Club does not offer restricted view seats for sale unless there are no other seats available in the stadium. On the occasions that restricted view seats are sold, the Club makes clear to the purchaser that the seats are restricted view and a discounted price is charged. A seat is categorised as restricted view if the spectator is unable to view all four corner flags without moving from the seat.

2.10 As a general rule, at the sole discretion of the Club, there are no refunds for unwanted or unused tickets other than in exceptional circumstances.

2.11 If a home match is abandoned after supporters have been admitted to the ground but before kick-off, ticket holders are normally entitled to free admission to the rearranged match. If a match is abandoned after kick-off then no more than half-price will be charged to ticket-holders for the rearranged match.

2.12 The Club offers a membership scheme covering all ages, which enables supporters to purchase tickets online, in person, or over the phone, and ahead of the general public. Full details of the scheme are available on the membership page of the club's main website.

2.13 The purchase of individual match tickets/stile cards shall at all times be subject to the Club's ticket terms and conditions and by purchasing a ticket and entering the ground you acknowledge and accept that you shall at all times be subject to the Club's ground regulations. To read the Club's ground regulations, click here.

2.14 Due to the noise and crowds at a football match, the Club considers that it may be inappropriate for parents to bring infants into the stadium. If, however, a parent chooses to do so, then they will be responsible for that infant's welfare, comfort and safety and must purchase a seat ticket for that infant.

3. TICKETING FOR AWAY FIXTURES

3.1 Tickets for away fixtures are allocated to the Club's supporters on the following order of priority:
a) Away season ticket holders
b) Home season ticket holders
c) Members
d) General Sale

3.2 The Club has no control over the prices of away match tickets which are determined by the home club.

4. ACCOMMODATING AWAY SUPPORTERS

4.1 The Club abides by regulations of the appropriate body, governing the allocation of tickets to visiting clubs.

4.2 The Club charges admission prices to away supporters which are the same to those charged to home supporters in comparable areas of the stadium.

4.3 The Club offers similar concessionary rates for away disabled, junior, under-21, students and senior supporters to those offered to home supporters.

5. RETAIL

5.1 The Club reserves the right to change replica kits on a seasonal basis. This is subject to contractual obligations resulting from a new technical or commercial partner.

5.2 Details of the next intended date for changes of kit are available from the Retail Department.

5.3 The Club abides by the regulations of the appropriate football bodies to prevent price fixing in relation to the sale of replica kit.

5.4 The Retail Department offers refunds on merchandise it sells in accordance with its legal obligations.

5.5 The Retail Department is unable to offer refunds or exchanges on replica products that have been finished with a name or a number. This also applies if a player leaves the Club during the current season.

6. COMMUNITY ACTIVITIES

6.1 The Club is committed to supporting football's grass roots through football-based activities, multi-sports and educational initiatives.

6.2 The Club seeks to build close links with the community and aims to engage with children and adults, regardless of race, financial status or ability, to sporting and or educational activities to improve physical participation, educational attainment, confidence and self-esteem.

6.3 The Albion Foundation offers a range of sports coaching, educational programmes, health and inclusion activities to schools, colleges and other organisations.

7. STAFF CONDUCT

7.1 The Club's staff endeavour to deal with all customers and supporters in a professional, courteous, prompt and efficient manner. Everyone will be regarded equally irrespective of their race, colour, nationality, religion, sexual orientation, disability, marital or family status, age, ethnic origin, pregnancy or maternity status.

7.2 The Club has internal systems in place, through Staff Contracts and Policies and Procedures, to ensure the above is adhered to.

8. CONSULTATION AND INFORMATION

8.1 A Communication Matrix is in place as part of the Club's commitment to communicate with the different stakeholder groups. This is achieved through the media (radio, television, social media, local and national newspapers), a fans consultation group and liaison with supporter clubs.

8.2 The Club communicates with shareholders on a regular and timely basis through the Annual Report, at the AGM, through the consultation group and other meetings as appropriate.

8.3 Where appropriate, the Club publicises its position on major policy issues in an easily digestible form in the Club's programme, on the Club's website and by the issue of press releases to news organisations.

8.4 The Club gives the earliest possible notice of any changes to its ticketing policy together with the reasons for the changes.

9. SAFEGUARDING STATEMENT

9.1 West Bromwich Albion Football Club is committed to protecting all young people and vulnerable adults that are in the clubs care or attending our premises.

9.2 The football club has a full range of safeguarding policies and best practise guidelines for all staff.

9.3 All of the clubs activities and policies comply with national legislation and are in accordance with rules outlined by the Football Association and the Premier League.

9.4 The club's safeguarding officer can be contacted via the main switchboard 0871 271 1100

10. EFFECTIVE DATE

10.1 This customer charter has been effective from 1 June 2001.


Date of last amendment 20th May 2016.