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Customer Charter

The aims of Crawley Town FC

To build and sustain a successful, professional football club.

To strengthen the links between the club and the community which it serves.

To be a club that is trusted and recognised as a major contributor to the community in which it operates.

To benefit present and future members of the community served by the club by promoting and encouraging football as a recreational and sporting activity and a focal point for community involvement.

The club will achieve this by:

Aspiring to excellence in everything that it does

Work in partnership with our supporters, customers and the community to maintain the highest possible standards in an equal opportunities environment.

Follow a policy of prudent financial management to develop the club profitably over the medium and long term.

Recognise that in the world of professional football that the club must be dynamic, adaptable, ambitious and creative.

Remain actively involved in the local community to ensure the club’s resources are used to our mutual benefit and monitor how we reach out to minority and disadvantaged groups in the community

Continue to recognise the importance of the club’s Football In the Community and youth development initiatives.

Crawley Town FC is proud of its heritage and will always seek to strengthen its ties with the local community while continuing to represent Crawley and West Sussex with pride on a national and international stage.

Objectives at the start of every season:

All teams representing Crawley Town Football Club aspire to finish in the highest position in their respective leagues and to making as much progress as possible in knockout competitions.

Every team representing the club is committed to respecting the ethos of Fair Play and the Football Association’s Respect campaign towards match officials.

CUSTOMER CHARTER

Customer Service

Customer Service contact is Bruce Talbot (General Manager) who will deal with enquires, complaints and concerns on 01293 410000 or by email to brucetalbot@crawleytownfc.com

The club will respond to any contact from a supporter within seven working days from receipt of the communication. If we cannot provide a full response within seven days the communication will be acknowledged and a reply given in 28 days.

If anyone with cause to complain to Crawley Town FC is not satisfied with their response they should contact the Independent Football Ombudsman at Suite 49, 57 Great George Street, Leeds LS1 3AJ

Staff Conduct

Crawley Town FC staff will conduct themselves in a courteous and helpful manner at all times when dealing with the general public.

Consultation and Information

The club’s official website www.crawleytownfc.com carries updated news and information including new signings, ticket details, match reports and interviews. There are also links on this website to the club's social media channels.

Equal Opportunities

At Crawley Town FC we respect the diversity within the local community, and take steps to interact with various groups, and are committed to challenging attitudes that promote discrimination.

Equal opportunities mean that the club will not discriminate against anyone on the grounds of sexual orientation, gender, ethnicity, disability, marital status, age or political or religious beliefs.

This includes:

Job Advertisements

Pay and employment terms and conditions

Development, training and educational activities

Crawley Town FC will not tolerate in any form sexual or racially-based harassment or discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour will be met with appropriate action in whatever context it occurs.

DATA PROTECTION

The club are committed to maintaining the privacy and security of the customer details held on record, in accordance with the 1988 Data Protection Act.

Football League Interactive, as the club’s official website provider, is responsible for ensuring data protection is in place in respect of any user data collected via the official website.

COMMUNITY ACTIVITIES

Crawley Town FC Community Sports Foundation is operated from Crawley Town FC and organise various activities.

For further details contact Birtug Kazim, Football in the Community, on 01293 410000 or email birtugkazim@crawleytownfc.com

SUPPORTERS’ CONSULTATION

The club is committed to regular dialogue with representatives of the Crawley Town Supporters Alliance.

The Club will hold at least two meetings/fans forums per Season to which its supporters (or representatives) will be invited in order to discuss significant issues relating to the Club. The first meeting will be held between August & November and the second meeting will be between January & April.

Any club policy which directly relates to supporters will be intimated through the club website, social media channels and match-day programme or at the meetings held between the Football Club and the Supporters Alliance.

For more information contact Supporter Liaison Officer Alex Stedman: alexstedman@crawleytownfc.com

TICKETING

The club will continue to offer a broad range of ticket prices to enable wider access to matches for supporters. Tickets can be purchased online.

If a game is postponed tickets purchased for the new date will be valid. Supporters unable to attend a match on a new date will be offered tickets to an alternative fixture. If a supporter is unable to attend the re-scheduled game or an alternative match during the season a cash refund will be made.

If a game is postponed prior to kick off but after supporters have already entered the stadium they will be entitled to free admission to the re-arranged fixture.

If a match is abandoned after kick-off supporters will be entitled to reduced admission to the re-arranged game. Prices and ticket selling arrangements in such instances will be notified on the club’s website.

No refunds for tickets purchased for a match will be offered after the fixture has been played.

Concessions

Concessionary season tickets and admission are available to supporters aged under 18 years on August 1 or over 65 and to serving military personnel on production of valid photo-ID documentation. Concessionary season tickets only are also available to under-11 supporters.

These concessionary rates are also available to away supporters. Proof of age may be asked for when seeking concessionary admission or tickets. The club abides by Football League regulations governing the allocation of tickets to visiting clubs.

Tickets for Disabled Supporters

Our disabled tickets policy is based on the levels of 'Disability Living Allowance' (DLA) that the supporter receives, as set out by the Government.

If you are in receipt of 'Middle Rate' or 'Highest Rate' you are entitled to a free ticket for a companion to assist you.

Ambulant disabled and wheelchair user tickets cannot be booked online. Please contact the Ticket Office on 01293 410000 for information and to book tickets or email tickets@crawleytownfc.com

Tickets for disabled supporters for the West Stand and People's Pension East Stand are available on a first-come-first-served basis. Away fans are accommodated in the East Stand. All disabled seating is under cover.

STADIUM REGULATIONS

All persons attending the Checkatrade Stadium must abide by the stadium regulations which are displayed on notice boards in high visibility positions at the entrances to the stadium and at point-of-sale areas. A copy of the Stadium Regulations can also be sent upon request by emailing brucetalbot@crawleytownfc.com and are also on display at the turnstiles.

Crawley Town operate a zero tolerance policy on discrimination of any sort. Anyone found to be in breach of this may find themselves liable to a lifetime banning order.

Anyone anonymously wishing to report discrimination or inappropriate behaviour at the Checkatrade Stadium on matchdays can do so by emailing brucetalbot@crawleytownfc.com or calling 01292 410000.

MERCHANDISE

The club shop operates at the Checkatrade Stadium during normal office hours, Monday-Friday (closed Wednesday) 9am-4.30pm.

On home match days the shop will close 30 minutes after the final whistle and open at 10am.

A full refund on any item purchased and returned within 30 days will be made on production of a receipt.

The club carries out its obligations, under Football League regulations, to prevent price fixing in relation to the sale of replica shirts.

If you have any complaints about the service received or quality of goods please refer them in the first instance to Sales Manager Sophie Bickers by emailing clubshop@crawleytownfc.com

HOSPITALITY AND CATERING

The club is committed to providing the highest quality and best possible service in its hospitality areas and stadium food outlets.

Our food and drink are fair trade and ethically sourced by our catering partners where possible and all food is prepared to the highest possible standards of cleanliness and hygiene, as directed by the local authority.

STADIUM PARKING

The Checkatrade Stadium car park has 350 spaces. These are allocated on a first come-first served basis or you can book a car park space for the whole season by calling 01293 410000 or emailing brucetalbot@crawleytownfc.com

Season tickets for car parking are also available to purchase from the Ticket Office.

The car park opens three hours before kick-off on a match day. There are 16 places for disabled supporters also available on a first-come first served basis.

Free parking at various sites within walking distance of the stadium is also available. Full details are on the club’s website.

CHARITY/ GOOD CAUSES POLICY

Chestnut Tree House children’s hospice is the club’s principal charity.

Requests from charitable organisations for merchandise and tickets for fundraising activities are welcome and should be directed to Bruce Talbot: brucetalbot@crawleytownfc.com
Please note we only consider requests from fundraisers or individuals based within ten miles of the Checkatrade Stadium.