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Customer Charter

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Northampton Town Football Club has represented the county town of Northamptonshire in the nation's most popular sport since 1897. We pride ourselves on our history, our heritage and our place in and our work with the local community. We strive to offer a first class service to supporters, partners, associates and stakeholders.

Customer Service and Supporter Liaison Officer
Wendy Lambell is the principal customer services and supporters liaison contact at Northampton Town Football Club Ltd for questions, complaints or concerns and she can be contacted as follows:

By Post - letters should be addressed to Wendy at:
NORTHAMPTON TOWN FOOTBALL CLUB LIMITED, Sixfields Stadium, Upton Way, Northampton NN5 5QA

By Telephone: +44 (0)1604 683700

By Fax: +44 (0)1604 751613

By Email: wendy.lambell@ntfc.co.uk

Office hours are 9.00am to 5.00pm, 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 acknowledgment will be sent and a detailed reply will follow within 21 working days of receipt of the original communication.

Should you not be satisfied by the response you can contact the Independent Football Ombudsman.

Independent Football Ombudsman
Premier House
1-5 Argyle Way
Stevenage
Hertfordshire
SG1 2AD
Tel: 0330 165 4223
Email: contact@theifo.co.uk

Equality Policy Statement
The aim of Northampton Town Football Club's Equality Policy is to promote our own equality objectives and in doing so, help to ensure that everyone is treated fairly and with respect and that the club is equally accessible to all. Football is for everyone; it belongs to, and should be enjoyed by anyone who wants to participate in it, whether as a player, official, staff member or spectator. Full policy can be found: www.ntfc.co.uk/club/equality-statement

If you have any concerns or wish to report a matter in relation to this policy please email nick.ancel@ntfc.co.uk or call Nick on 01604 683700.

Staff Conduct
All employees will deal with other employees, supporters, sponsors and suppliers in a friendly, efficient and effective manner designed to enhance the image of Northampton Town both in the local and national communities.

Safeguarding of Children
The club takes all steps possible to ensure the safeguarding of children both when attending club events and when on-line. Policy can be found: www.ntfc.co.uk/club/safeguarding-children

Consultation and Information
The club will consult and communicate through supporter organisations, Open Forums, travel clubs, programme, web site and local and social media on issues relating to ticketing and other subjects.

Ticketing Allocation
At least 5% of tickets to each home game will be made available to non season ticket holders.

Concessions
Concessions are available to juniors and seniors. We recognise definitions put forward in the Disability Discrimination Act. The Government offers 3 levels of Disability payments and those supporters receiving medium and high level allowance can take advantage of ticket prices for disabled supporters and a carer. If anyone feels they qualify please contact the Ticket Office where each case will be considered on its own merits. The onus of proof lies with the supporter claiming, not the club. Disabled parking is offered on a season basis, when all spaces are allocated a waiting list is held. The club provides an area of the ground within the East Stand for the use of family groups and junior supporters. Please contact the box office on 01604 683777 or email tickets@ntfc.co.uk for details of our disabled facilities and ticket allocation.

Cup Competitions and Away Matches
Season Ticket holders receive a priority period, time permitting, following which tickets are available generally.

Returns and Refunds (Not Season Tickets)
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 Club's fixtures. Any unwanted tickets should therefore be returned to the point of sale at least three days prior to the fixture where, providing the ticket-holder has a genuine reason for returning the ticket(s), a full refund will be given. If any of the Club's home fixtures 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.

Accommodating Away Supporters
The club abides by EFL Regulations governing the allocation of tickets to visiting clubs. The club does not charge higher admission prices to supporters of a visiting club than those charged to 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.

Ground regulations
Northampton Town's ground regulations can be found: www.ntfc.co.uk/tickets/ground-regulations

Banning Supporters
Ticket holders and/or purchasers of tickets will be responsible for compliance and observance of any ground regulations governing persons entering, present at or leaving Sixfields Stadium of Upton Way, Northampton NN5 5QA. Misconduct of the ticket holder or nominee, failing to adhere to this policy or acting in a manner which the Club considers is detrimental to its interests or is likely in the reasonable opinion of the Club to bring Football or the Club into disrepute shall permit the Club to confiscate or forfeit (in each case without compensation) the ticket, to prevent access to the Stadium for the fixture in question and/or to ban the ticket holder from attending future matches or other events at the Stadium for such time as the Club deems appropriate. The club will seek where relevant to prosecute to the full extent of the law where applicable as well as informing other bodies either Football Regulatory or Law enforcement of any breaches of this nature.

Conditions for sale of tickets
Please see: www.ntfc.co.uk/tickets/ticketing-terms-and-conditions

Hospitality
Details of our matchday hospitality can be found: www.ntfc.co.uk/commercial/matchday-hospitality

Community Activities
The Club will support the EFL who is committed to helping good causes nominated by them. The Club also assists up to eight local charities each year via the club's Charitable Foundation. Further the Club will assist youth groups, schools and local charities with reduced price tickets in order to encourage fundraising and attendance among those unable to do so otherwise.

 

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