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Customer Charter

Last updated 3rd May 2017

Our mission is to achieve success in The Premier League, EFL and all other professional competitions 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.

Ticketing
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 or via slo@pne.com.

Pricing
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 instalment plan.  
  • The club will retain at its discretion a percentage of tickets for sale to non-season ticket holders.

Concessions
Concessionary prices are available to junior supporters (16 years and under), young adults (ages 17 to 21 inclusive) 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 for blind/partially sighted supporters to receive a live match commentary. Blind/partially sighted supporters can be 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 first come first served basis on the day of the game from the main Sir Tom Finney ticket office. For more information please contact the Disability Liaison Officer on 0344 856 1966 or via email slo@pne.com.  
  • There are no seats available for sale with a restricted view.

Away Matches
The allocation of ticket priority for away games will be announced via the club's media channels. In most circumstances priority will be provided to season ticket holders then to supporters with a required number of loyalty points followed by 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 day programme, club website, matchday announcements and local media.

Cup Competitions
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 then to supporters with a required number of loyalty points followed by general sale. Tickets for away fixtures will be allocated as above.

Returns/Refunds
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 given simply because a supporter is unhappy about or disagrees with a decision taken by the club, its shareholder or the board of directors.
  •  Refunds will not be made after the game.

Ticket Exchange And Ticket Relocation
To regrade a match ticket already purchased, or to relocate to an alternative seat or stand, the transaction must be completed in person along with your proof of purchase prior to kick-off at the ticket office. The relevant upgrade price or refund will be applicable.  

  • To regrade a season ticket seat to an alternative age band, the transaction must be completed in person prior to kick-off. You must produce your full season ticket book in order to complete this transaction. The relevant upgrade price or refund will be applicable.

Abandoned Match Policy
In the event that a match has to be abandoned or postponed for whatever reason, the following club policy will apply:

a) If a match is postponed or abandoned and is to be replayed , spectators will be offered free admission to the re-arranged fixture. Spectators are to retain the match ticket and produce this at the re-arranged game. Details of the re-arranged fixture will be communicated through the club's media channels;

b) If spectators are unable to return to the re-arranged fixture, refunds may be considered at the club's discretion.

Customer Service
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, post, etc.

Staff Conduct
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 belief, sex or sexual orientation collectively known as ‘Protected Characteristics’ under the Equality Act 2010.

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 belief, sex or sexual orientation collectively known as ‘Protected Characteristics’ under the Equality Act 2010.

This includes:  

  • 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 EFL 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.

Following the Government's Expert Working Group (EWG) Supporter Ownership and Engagement discussions, the club will meet EFL regulation 111 by holding at least two fans’ forums in each season to which its supporters are to be invited in order to discuss significant issues relating to the club. These will be held in one of the lounge facilities at Deepdale and be accessed on a ticket basis, first come, first served; details will be announced in advance with fans given at least two weeks to claim a ticket via the details announced.

Accommodating Away Supporters
Preston North End FC abides by EFL 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, young adults and junior supporters apply to supporters of a visiting club.

Merchandise
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.

Community Activities
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 head of community and appropriate 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 belief, sex or sexual orientation collectively known as ‘Protected Characteristics’ under the Equality Act 2010; 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.

Preston North End FC have established their own charitable trust, The Preston North End Community And Education Trust, which aims to deliver the above targets and aspires to improve the health and well-being of all citizens within the club's catchment area. 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.

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 cited 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.

You can find our mission statement for inclusion and anti-discrimination on the club's website, 'Equality and Diversity'.

Remembrance
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 EFL, or at the club's discretion if an individual who has represented the club with distinction has passed away in an untimely manner.

Complaints
All complaints made must be either:

a) in writing - Preston North End Football Club, Sir Tom Finney Way, Preston, PR1 6RU  
b) by email - enquiries@pne.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.

In the event that any supporters do not feel that a complaint has been satisfactorily resolved at club level you can now refer the matter straight to the Independent Football Ombudsman (IFO).

Full details on the IFO complaints procedure can be found on their website.

The Independent Football Ombudsman can be contacted as follows:

Address:
The Independent Football Ombudsman
Suite 49, 33 Great George Street
Leeds
LS1 3AJ

Email: contact@theifo.co.uk
Telephone: 0800 588 4066

Other general information
The EFL Supporter Services Department
EFL House
10-12 West Cliff
Preston
Lancashire
PR1 8HU

Email: enquiries@efl.co.uk
Telephone: 0844 335 0183

Last updated May 2017