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Customer Charter

 

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 her at:
NORTHAMPTON TOWN FOOTBALL CLUB LIMITED, the PTS Academy 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, Suite 49, 33 Great George Street, Leeds, LS1 3AJ. contact@theifo.co.uk or 0800 588 4066.

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. Supporters are asked to note that people on High level disability benefit will be given priority for the disabled car parking spaces at Sixfields. 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 christine.clark@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 the PTS Academy 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.

Customer Engagement Charter

MISSION STATEMENT
To be an open football club that gives all supporters a voice and encourages support and engagement throughout.

BACKGROUND
The club wants to show their commitment to supporters by formalising an engagement policy. This policy is designed to ensure that supporters feel they have a part to play in strategy and decision making.

It is a policy to encourage trust and communication between all stakeholders in the club. It is to show a positive 'working together' attitude which will make the football club stronger.

CLUB COMMITMENTS
. Supporters Advisory Panel - Create and develop a Supporters Advisory Panel. Meet 3 times per year formally with additional informal discussions. Panel to be open to all and to include a cross section of the fan base. Structure and organisation will be developed by the group in a cooperative manner.
. Open Fans Forum - At least two open fans forum per year to be organised the Supporters Trust and attended by senior management of the football club.
. Open Door Policy - Club staff will operate an open door policy so there is open communication through all channels to include senior staff.
. Open Training Sessions - Two open training sessions per year.
. Meet the Chairman - Commitment to at least two full days per year for supporters to 'Meet the Chairman' one on one or in small groups for a coffee and a chat.
. Social Media - Two social media Q&A's per year with the Chairman on the club's official social media channels.
Additionally, the club agree to work closely with the official Supporters Trust;
. Trust Board Meetings - Commitment to meet with the board of the Supporters Trust at least 4 times per year to include but not limited to the Open Fans Forums.
. Two places on the Supporters Advisory Panel dedicated for Supporters Trust members.


GDPR
NTFC are working to ensure we and our Processors are GDPR compliant, therefore by joining as a season ticket holder, or match day ticket purchaser, or attending any event inside the PTS Academy Stadium, you agree to the below GDPR terms & conditions.
• NTFC and our Processor GREEN4 will retain your details on our database for a period of one season, that being the 2018/19 season
• Use of this data will be solely for the marketing and promotion of NTFC products, fixtures, games and events and it’s Partners/sponsors
• You have the right to be forgotten (removal from database) at any time by contacting marketing@ntfc.co.uk referencing RIGHT TO BE FORGOTTEN
• You have the right to object and prohibit the use of your data by contacting marketing@ntfc.co.uk referencing DATA OBJECTION
• Incomplete data will not be stored on our database and therefore you will not receive offers, news, promotions in respect of your purchase
• You have the right to access and learn how your data is being processed and how by contacting marketing@ntfc.co.uk referencing RIGHT TO ACCESS
• You have the right to request your data is transported to another data controller/purchaser, if required
• No other NTFC data is accessed by any other Processor
• In the event of an under 16 year old data, NTFC will only contact the parent/guardian of the young person via the data supplied.
• No payment details are held at NTFC or through our Processor
• By attending an event or fixture at the PTS Academy Stadium, NTFC reserve the right to record footage, or take pictures for use on NTFC publicity materials. In the event you do not wish for this to be utilised this is the responsibility of the ticket holder to inform marketing@ntfc.co.uk. However, if your image is part of a large crowd we will not be able to remove your image from this therefore having purchased a ticket you consent to your image being utilised.

Polite Notice
The club do not permit the consumption of your own food or drink on the premises. We reserve the right to confiscate any such goods.