Last updated June 17th 2015
Our mission is to achieve success in The Football League in a manner which rewards the shareholder, supporters and employees, in a stadium that all people connected to the club can be proud of.
To carry out such ancillary activities which are consistent with our footballing aspirations and the overall image and brand identity of Preston North End FC.
To attain the highest level of professionalism and integrity throughout the whole of the business and to act as a good community partner and ambassador for football and the City of Preston.
The Club's customer service contact is the Supporter Liaison Officer. She is available from Monday to Friday 9am to 5pm and at all home matches. Contact is via the club ticket office on 0344 856 1966.
- Preston North End FC continues to strive for wider access to matches by offering a broad range of ticket prices both in terms of matchday tickets and season tickets.
- Preston North End FC operates a scheme to enable supporters to pay for season tickets by installment plan.
- The Club will always retain the recommended percentage of tickets for sale to non-season ticket holders.
- Concessionary prices are available to junior supporters (U16), young adults (ages 16 to 18), students and senior citizens (over 65) upon production of the relevant ID.
The Club Provides:
- An area of the stadium for the exclusive use of family groups, junior supporters and senior citizens;
- Support for disabled spectators and their carers;
- Facilities are available for blind/partially sighted supporters to receive a live match commentary;
- Blind/partially sighted season ticket holders are issued with a radio receiver and headset and listen to a broadcast from our premium content service on PNE PlayerHD. This is currently operated on a rotational basis.
- Tickets for all seats that are impaired by a restricted view (obliterating part of the goal) are marked up and priced appropriately.
The allocation of ticket priority for away games will be announced via the usual channels. In most circumstances priority will be provided to season ticket holders and then general sale. Decisions will be based on the opponents, the profile of the fixture and the allocation of tickets received. Information will be conveyed to supporters via a press release, the match magazine, club website and matchday announcements.
Tickets for cup matches are priced dependent upon the opponents, the profile of the fixture and the competition. Ticket priority for home games will rest with season ticket holders followed by general sale. Tickets for away fixtures will be allocated as above.
The Club's policy on the return and distribution of unwanted tickets is as follows:
- Tickets purchased by supporters who find they are unable to attend will be refunded in full provided that:
- A suitable reason is provided for being unable to attend;
- The Club is notified in writing and receives the tickets back at least 48 hours prior to the day of the game;
- Refunds will not be made after the game unless exceptional circumstances exist. Should such a situation arise the the head of commercial and ticketing will assess each case on its individual merits.
- Refunds will not be given simply because a supporter is unhappy about or disagrees with a decision taken by the Club, its shareholder or the board of directors.
Abandoned Match Policy
In the event that a match has to be abandoned for whatever reason the following club policy will apply:
1. If a match is postponed after spectators have been admitted to the ground but before the match has kicked off, ticket holders and any spectators having entered the ground will be offered free admission to the re-arranged game.
2. If a League match kicks off, but is abandoned before the commencement of the second half, spectators in attendance will be offered admission to the rearranged fixture for 50 per cent of the admission price they paid to attend the original fixture.
3. If a cup match kicks off, but is abandoned before the commencement of the second half, the Club will endeavour to provide spectators in attendance with the opportunity to purchase tickets for the rearranged fixture at 50 per cent of the admission price they paid to attend the original fixture. This will be subject to the agreement of the opposing team and fulfilling the requirements of the official bodies governing the competition.
All spectators will be advised by means of the PA system to retain their tickets as proof of their admission to the game and to claim their seats for the rearranged game.
Preston North End FC responds to customer enquiries within a maximum period of five working days. Where personal contact is made by supporters, the Club staff will endeavour to address any concern at the initial point of contact.
The Club will respond by the most efficient and appropriate method of communication, i.e. telephone, email, fax, correspondence etc.
Preston North End FC undertakes to confront and eliminate discrimination, whether by reason of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and believe, sex or sexual orientation.
Preston North End FC is an equal opportunities employer and encourages similar commitment from every organisation or individual acting within the game.
Equality of opportunity at Preston North End FC means that in none of our activities will we discriminate against, or in any way treat less favourably any person on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and believe, sex or sexual orientation.
- Job advertisements;
- Selection of candidates for employment or promotion;
- Job location or working environment;
- Pay and employment terms and conditions;
- Internal training and development activities;
- External education activities and awards;
- Selection for representative teams;
- Appointments for honorary positions.
Preston North End FC will not tolerate sexual or racially based harassment or other discriminatory behaviour, either physical or verbal, which is dealt with by appropriate disciplinary action in whatever context it occurs.
Preston North End FC supports The Football Association and The Football League in its commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
Consultation And Information
- Preston North End FC consults supporters on a regular basis;
- Preston North End FC publicises its views on major policy issues through the matchday programme, website and the local media;
- Preston North End FC has and continues to develop means of consulting with stakeholders, sponsors, the local authority and other interested parties;
- Preston North End FC provides the earliest possible notice of any changes to its ticketing policy, usually after consultation with the relevant supporter groups;
- Preston North End FC undertakes research on the design and number of new strips.
Accommodating Away Supporters
Preston North End FC abides by Football League Regulations governing the allocation of tickets to visiting clubs.
Preston North End FC does not charge admission prices to supporters of a visiting club which are higher than those charged to non-member home supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens, students, young adults and junior supporters apply to supporters of a visiting club.
Details of the next intended change of kit will be provided by the Club via all usual channels, including the Club shop.
Preston North End FC refunds on merchandise in accordance with its legal obligations.
Club Shop Promotions
From time to time there will be independent Club promotions [PNE Shop] any such promotion cannot be used in conjunction with other benefits that are from time to time afforded to customers, former shareholders or season ticket holders who will be given the opportunity to take advantage of the single most preferential promotion on offer for a particular item/deal and at a particular time.
The Club will endeavour to set out rules in relation to each promotion as and when it occurs should the position be any different.
Preston North End FC is committed to playing a full and active role within the local community. To achieve these aims, the Club has developed a structure which includes a community manager (and staff).
Preston North End FC aim to encourage and develop partnerships at all levels regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and believe, sex or sexual orientation; to work with all members of the community including business, commerce, charitable and voluntary organisations.
Preston North End FC develops and assists groups in improving opportunities for young people to participate in sport.
The community programme in professional football aims to:
- To encourage more people (especially children) to play football;
- To encourage more people (especially children) to watch football;
- To promote closer links between Professional football clubs and the community;
- To encourage more people to become interested and support their local football club;
- To maximise community facilities and their community usage at football clubs;
- Where appropriate, Club projects are encouraged to provide temporary and/or gainful employment and training for unemployed people.
Preston North End FC have established their own charitable trust, the Sir Tom Finney Foundation, which aims to deliver the above targets and aspires to improve the health and well-being of all citizens within the Football Club's catchment area.
Inclusion and Anti-Discrimination
Preston North End Football Club are committed to providing an inclusive environment for all and preventing discrimination. The Club recognises the nine protected characteristics as sighted in the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.
In the event of the passing of a former Preston North End player who has played 300 or more fixtures for the first team, the Club will hold a minute's silence or applause at the next convenient home fixture, based on the preference of the departed player's family. Any other former players who pass away will be acknowledged prior to the teams emerging from the tunnel via the PA system and big screen, with supporters offered a chance for reflection in whatever fashion they see fit.
Supporters who sadly pass away will also be acknowledged by the club on matchdays, if requested. Our preferred method is via a public announcement during the half-time interval, with the option for a tribute slide on the big screen if a suitable message and photograph are supplied by the family or an official supporters' club. Though such tributes can be submitted by other third parties, we ask that they seek permission from the family of the deceased before sending the details to us.
There will be a minute's silence ahead of kick-off at the final home game of each calendar year to remember those connected with the Club, including supporters, who sadly passed away during the year.
The only other circumstance under which a minute's silence or applause will be held is if requested by one of the game's governing bodies, such as the Football Association or Football League, or at the Club's discretion if an individual who has represented the Club with distinction has passed away in an untimely manner.
All complaints made must be either:
a) in writing - Preston North End Football Club, Sir Tom Finney Way, Preston, PR1 6RU
b) by email - email@example.com
c) fax - 01772 693366
to the 'business development manager'.
We will endeavour to respond to complaints within five working days and the complaint will be directed to the appropriate departmental head for comment/response. 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 of taking the complaint to the Football League:
The Football League Customer Services Department
Edward VII Quay
Telephone: 0844 335 0183
...and after 28 days to the Independent Football Ombudsman (IFO) if they are dissatisfied either with the progress or way their complaint has been dealt with. Further details about the Independent Football Ombudsman can be found as follows:
The Independent Football Ombudsman
Suite 49, 33 Great George Street
Telephone 0800 588 4066
Details of all complaints are recorded and information will be provided to the Independent Football Commission as part of the reporting process.
Last updated July 2015.