Customer Charter 2012

7/31/2019 Customer Charter 2012

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charter 2012the fa customer


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contents

introduction 4

Who We are 6

our Key responsibilities 8

2012: the year ahead for the fa 10

delivering our goals: 12

customer relations 14

englandfans 16

ticKeting 18

Wembley stadium 20

merchandise 22

get into football 24

equality policy 26

charity partners 26

data protectio n act 26

complaints procedure 26


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introduction

The FA recognises the vital importanceo supporters to our national game.We know that it is only by talkingto you directly that we can hope tounderstand your opinions and needson how we can continue to make thisgame we all love better or everyoneinvolved. As such we aim to listen tosupporters at every level and we aredetermined to provide a continuallyhigh level o service to all supportersand ans. We value the eedback wereceive rom supporters and details owhat you can expect rom The FA arehighlighted throughout this charter.

Welcome to the facustomer charter for 2012

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Who We are

the fa Was foundedin 1863 as thegoverning body ofthe game in england.

We are responsiblefor developingand regulating thegame at all levels,from internationalfootball to thegrassroots.

As an organisation we have threekey goals:

1. Football or Everyone To giveeveryone who wants to participatein the game the opportunity todo so in a sae and welcoming

environment.

2. Build Wining Teams To ensurethat across English ootball weare doing everything we cancollectively to build winning teams,male and emale, at every ageand ability.

3. Govern the Game Eectively To be responsible or governingthe game eectively, makingthe right decisions, and workingwith all English stakeholders, todevelop the right rules on behalo the whole game.

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our Key

responsibilities

Get more people playing the game.

Develop better players andcoaches.

Provide a sae and un experienceo ootball.

Protect and improve ootballacilities.

Grow the womens game.

Improve the technical abilities oour teams and players.

Prepare players or InternationalTournaments.

Make Wembley and St. GeorgesPark inspirational homes orEngland teams.

Organising a number o nationalcompetitions, including The FA

Challenge Cup. Ensure the right rules are in place

or ootball.

Improve the decision makingprocess in ootball.

Apply the rules consistentlyand transparently.

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2012:the year aheadfor the fa2012 promises to be anexciting year for the fa. asWell as delivering our threeKey goals the organisationWill also be:

Putting orward radical proposalsto change the ormats o youthootball and enhance technicalplayer development right acrossthe youngest age groups inthe game.

Opening the doors o St. GeorgesPark, the English games newNational Football Centre.St. Georges Park will be an inspiringhome or coach education at everylevel o the game, and the home oall 24 England teams including the

mens senior team. Preparing and supporting the

England team in their EURO 2012campaign in Poland Ukraine.

Continuing our support orWomens ootball including thesecond ull season or the FAWomens Super League.

Preparing the mens and womensTeam GB ootball teams or theLondon 2012 Olympics.

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delivering our goals:as a not-for-profitorganisation the fa invests

over 60m a year bacK intoenglish football Withover 38m going into thegrassroots of the game. thisinvestment comes from theincome generated by the fasbroadcast and sponsorshippartnerships and has helpedto deliver:

Over 2.5m children participating inFA Tesco Skills programme courses.

7,700 acilities projects deliveredthrough our partners the FootballFoundation since its creationin 2000.

Over 4.5m invested annually inwomens ootball including theestablishment o Englands rstsemi-proessional competition The FA Womens Super League.

A 20% increase in mini-soccerparticipation in the last three years.

An increase in the number odisability ootball teams rom 80to over a thousand in the lastthree years.

An 18% increase in active reereesin the last three years.

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customer relations

Everyone at The FA acknowledgesthe act that all ootball ans have theright to make their views heard and weopenly seek your eedback. We aim toensure that at all times our complaintshandling process is air to everyone,ensuring all views are heard and takeninto account in a balanced way. Wealso collate eedback that we receiveon customer issues which enables usto monitor particular concerns andwork with the relevant departmentswithin The FA to respond eectivelyto individual cases and assess any

relevant uture change o policy.

With the majority o emails that wereceive, we will try to ensure thatyou receive a response within 5working days o receipt. For lettercorrespondence, we target a 10working day response time.

Contact InoContact Us is a acility provided bythe Customer Relations team toanswer questions rom the generalpublic on the wide range o servicesThe FA provides.

Ofce hours:9am till 5pm, Monday-Friday

Please contact us via one o theollowing options:

E-mail: Via our Contact Us orm here

Tel: 0844 980 8200 (option 3)Fax: 0844 980 8201

Post:Customer Relations TeamWembley StadiumPO Box 1966

LondonSW1P 9EQ

FANThe Football Association Number(FAN) is a unique reerence or everyindividual involved in ootball (player,coach, reeree, administrator, volunteer,parent, spectator). Created as parto The FAs Customer RelationshipManagement strategy, FAN is uniyingall the existing membership schemesand administration systems toultimately provide a single view o anindividuals involvement in ootball andinteractions with The FA. Supporterswho currently hold FANs are able to

use it to access customised servicesvia TheFA.com as well as additionalbenets, such as the purchase o ticketsor England games, shopping online,access to special promotions etc.

For more details on FAN benets andhow you can register or one, pleasevisit TheFA.com/FAN.

the customer relations teamWorKs to collate vieWs fromthe general public, build apicture of public opinion andfeed this bacK internally tothe relevant departmentsWithin the fa.

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englandfans

englandans is the ofcial Englandsupporters club. Membership operateson a tournament-to-tournament basis.The 2010-2012 membership startedon 12 July 2010 and will expire on 1July 2012.

To cater or dierent supporterspreerences, englandans has twomembership categories:

englandans GOLD: For ans wantingtickets to home and away games,plus access to tickets or tournamentsinvolving England.

englandans SILVER: For ans wantingaccess to tickets or England homegames in advance o the generalpublic sale.

Members receive the ollowingkey benets:

Priority ticket booking or all Englandhome matches and access ormembers o englandans GOLD totickets or England away matches,including the UEFA Euro 2012.

Ticket-price discounts or homegames at Wembley Stadium (5or adults and 2.50 or c hildren),

provided tickets are purchased inthe members priority sale period.

Exclusive members-only access togain entry to events attended byEngland management and players,such as England training sessions.Junior members are able to enter acompetition to be a Player Escortat England home matches.

Access to lots o other englandans-only benets, such as a permanent15% discount on all merchandisebought at the ofcial Englandonline store and exclusive oersrom FA commercial partners.

One o our main priorities hasalways been to ensure that as manysupporters as possible get thechance to access tickets to Englandsaway matches. Tickets or our awaymatches are only sold to ully vettedenglandans GOLD members and

are allocated using our own loyalty(caps) system.

Membership o englandans is opento everyone irrespective o abilityor disability, race, gender sexualorientation, nationality, ethnic origin,colour, religion or belie. We want toencourage and increase involvementwith the national team and ootball asa whole rom every part o our society.

To join englandans, please visitTheFA.com/englandans.

Also ollow us on Twitter or up to theminute news updates @englandans

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ticKeting

In addition to these xtures, TheFA is also responsible or The FAWomens Cup Final, Womens Englandinternationals and England mensUnder-21 and Youth internationals.In each instance tickets or thesematches are sold via the host venue.

Tickets or FA matches involvingdomestic club sides (The FA Cup,The FA Community Shield, The FAVase and The FA Trophy) are sold bythe participating clubs, although thepricing policy and guidelines are setby The FA.

The Football FamilyThis group consists o the clubsparticipating in The FA Cup, CountyFAs, sponsors and the ootballauthorities. All o these groupsparticipate in the running o the gameat all levels across the country. Byallocating tickets to FA Competitionsalong with England home matches,we are thanking them or their tirelesswork in developing and promotingootball at all levels.

Disabled TicketingThe FAs Customer Relations Team selltickets or England matches to disabled

supporters with a FAN. The hotline orthese tickets: 0845 458 1966

Ticket Reund PolicyIn the event o an FA xt ure beingpostponed in advance o kick-o,ticket holders will be entitled to reeadmission to any re-arranged match ora ull reund. I a match is abandonedater kick-o, ticket holders are entitledto ree entry to a rescheduled xture ora partial reund.

All reunds are issued in line withThe FAs Terms and Conditions,ull details o which can be oundon TheFA.com or by calling TheFA Customer Relations team. Anycustomer with a complaint about theirexperience at an FA match should alsocontact The FAs Customer Relationsteam. To protect genuine ans TheFAs Legal Department, along with ourCustomer Relations team, carry outextensive monitoring work to preventFA match tickets being sold throughunauthorised channels, especiallyinternet auction sites. Tickets

appearing or sale on such websitesare removed rom sale and whereappropriate, action may be takenagainst both the seller and the agent.

Commitments or 2012As part o our commitment to you wewill ensure that:

Our pricing policy oers a airspread o pricing or domesticcup competitions and Englandinternationals.

A amily area will be available orunder 16s along with a schools andjunior ootball club enclosure atevery England game.

We will endeavour to provideexemplary customer service to ourcustomers.

We are ully committed toproviding an excellent service orour disabled supporters.

We will continue to investigate andintroduce new technology in orderto make the ticketing process andsupporter experience as efcientas possible.

the fa is responsible for theticKeting arrangementsfor all fa run matches atWembley stadium: the matchesthat We host are englandsenior internationals, the facommunity shield, the fa vasefinal, the fa trophy final, thefa cup semi-finals and the facup final.

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Wembley stadiumWembley is one of the mostfamous stadiums in the World.it is a World class venue thatattracts some of the biggestevents in sport, music andentertainment and more than2 million visitors per year.

Wembley stadium re-openedin may 2007 on the same siteas the much loved formerstadium. the stadiums 133mhigh arch has become a neWlandmarK for london and isnoW instantly recognisablearound the World. the neWstadium has quicKly re-established itself a s thehome of english footballand as the ultimate liveevent experience. as thelargest football stadiumand music venue in the uK andWith a legendary history,Wembley provides a firstclass experience for fans offootball, music and sport. itis the perfect venue to stage

and celebrate the Worldsmost important live events.

Wembley is the home o the Englandnational ootball team, as well asthe FA Cup Final and Semi Finals,The Football League Cup Final, TheFA Community Shield, The FootballLeague Play O Finals and The RugbyFootball League Challenge Cup Final.The stadium also regularly hosts othermajor sporting events including aregular season NFL game and is knownworldwide or its epic music concerts.

2011 has been a landmark year orWembley Stadium. Just two weeksater hosting a hugely successul UEFAChampions League Final betweenManchester United and FC Barcelonain May, the stadium was again chosenby UEFA to host the prestigious Final in2013. Take That then staged a recordbreaking 8 nights o their spectacularProgress tour at Wembley whichin total was enjoyed by more than600,000 ans and smashed the previousWembley record o seven nights heldby Michael Jackson or his 1988 Badtour. In 2012 Wembley will host themen and womens ootball nals o theLondon 2012 Olympic Games.

Wembley Stadium is owned by TheFootball Association and operatedby Wembley National Stadium

Limited, part o The FA Group.Located in Wembley in north-westLondon, the stadium is a publictransport destination linked to majorinternational and regional transportroutes. It is conveniently accessiblethrough Londons public rail andunderground network, and is servedby three stations and ve train lines.

The stadium has state o the artacilities and has set new standardsor visitors and perormers. All 90,000seats in the stadium are spacious,close to the action and enjoyspectacular, uninterrupted views o theaction. The stadiums concourses arewide and airy and easily accessed vialits, stairs and escalators. Wembleyboasts our o the largest restaurantsin London and there is a wide sele ctiono ood and drink available rangingrom ne dining on the Club Wembleymembers concourse to specialdeals or ootball avourites like shand chips and a pie and a pint. Thestadiums bars are themed to celebratehistoric Wembley events and there isa wide selection o event merchandiseavailable rom the Stadium Store andthe merchandising units located onthe stadium concourses.

Other acilities available to ans includededicated event programme units,plasma screens, cash-machines andmore toilets than any other building inthe world.

The stadium is ully accessible withsensory assistance available and morethan 310 wheelchair spaces across all

levels o the stadium.

Wembley is also an exceptionalconerence and banqueting venueproviding outstanding event space,views and acilities.

The Stadium Tour operates all yearround. Highlights include a visit tothe England dressing room, the pressconerence acilities, the royal box andplayers tunnel.

As the national stadium Wembleytakes its corporate responsibilityvery seriously and is committed tooperating both responsiblyand sustainably. spacious, close tothe action and enjoy spectacular,uninterrupted views o the action.The stadiums concourses are

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merchandise

Prots made rom the sale otickets to international matchesand The FA Cup Semi-Finalsand Final.

Purchase o FA-licensedproducts, including best-sellerssuch as the England shirt(www.EnglandStore.com) andEngland match day programmes(TheFA.com/programmes)

Within The FA, there is a businessdevelopment team to maximiserevenues rom licensed products,here and abroad. The two majorproperties or which The FA grantslicences are the England teamand The FA Cup. Tight controlis exercised on the quality oproducts, with The FA receivingroyalties on all products which aresold under an ofcial licence.

in Keeping With its not-for-profit status, the fare-invests all its surplusrevenues bacK into footballat all levels, so the gameconstantly groWs andflourishes. these revenuesare often generated bysupporters and cover:

We also strenuously police non-licensed products, to stop moneygoing out o ootball and to protectthe integrity o the brands we manage.

Fans can tell whether a product isofcial or not by The FA hologramgenuine products carry and can

purchase in the condence thatthey are also helping Englishootball develop.

I a customer is dissatised with thequality o an ofcial FA product theyvepurchased, they should address thiswith the retailer in the rst instance.However, The FA is always happy toreceive eedback rom customersto improve the quality and range oproducts going orward.

Reinvesting Supporter-GeneratedRevenueOverall, the two biggest sources oincome or The FA are the sale obroadcast rights here and abroad,and sponsorship. Maximising revenuerom these sources is absolutely vitalto running all aspects o The FA andhelping und ootball in this country.

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get into footballI you are a player, there are playingopportunities or all ages, and levels.Whatever your level you can use TheFAs Find A Club tool

TheFA.com/ndaclub to nd a clubin your area. Once playing, The FAsFullTime league administration systemcan provide xture and league tableupdates or your team. I youre nolonger able to commit to the rigourso club ootball but are keen to stayplaying our new FA Mars Just Play!programme could be just what yourelooking or. Open to adults aged 16and above, men and women, o anyability or tness level FA Mars JustPlay oers inormal kickabouts and apathway back into the game. Check itout at TheFA.com/justplay.

I you are a keen parent looking to nd

opportunities or your child, The FATesco Skills Programme is available orchildren aged 5-11 and provides skillstraining at centres across the UKwww.TheFA.com/Skills

Football needs more coaches and TheFA has many ways in which you canbecome involved. The rst step is toenrol on a level one coaching course.You can nd a course in your area byvisiting The FAs nd a course tool onTheFA.com/yourgame.

I you are keen on becoming a reeree,the FA is aiming to recruit 8,000 newreerees by the end o 2012. The rststep is to take your basic reereeing

course, and you can nd a coursein your area using The FAs nd acourse tool on TheFA.com/yourgame.Alternatively you can visitTheFA.com/ootballneeds or moreinormation on what becoming acoach or reeree is all about.

I you would simply like to volunteeryour services to your local league orclub, there are many ways in whichyou can get involved. The FA hasrecently launched a new websitecalled TheFA.com/yourgamewhere you can nd inormation onvolunteering and community links,and even how to set up your own team

or club.

the fa is committed toproviding football foreveryone, and there arenumerous Ways in Whichyou can get involved.

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equalityThe FAs commitment is to conrontand eliminate discriminationwhether by reason o gender, sexualorientation, marital status, race,nationality, ethnic origin, colour,religion or belie, ability or disabilityand to encourage equal opportunities.

This policy is ully supported by theBoard o The FA and the Director oFootball Governance and Regulation isresponsible or the implementation othis policy.

The FA, in all its activities, will notdiscriminate, or in any way treat anyoneless avourably, on grounds o gender,sexual orientation, marital status,race, nationality, ethnic origin, colour,religion or belie, ability or disability.The FA will ensure that it treats peopleairly and with respect and that it willprovide access and opportunities orall members o the community to takepart in, and enjoy, its activities.

The FA will not tolerate harassment,bullying, abuse or victimisation o anindividual, which or the purposeso this policy and the actions and

sanction applicable is regarded asdiscrimination. This includes sexualor racially based harassment or otherdiscriminatory behaviour, whetherphysical or verbal. The FA will work toensure that such behaviour is met withappropriate action in whatever contextit occurs.

The FA is committed to thedevelopment o a programme oongoing training and awarenessraising events and activities inorder to promote the eradication odiscrimination within ootball.

The FA is committed to a policy oequal treatment o all members toabide and adhere to this policy and therequirements o the Equality Act 2010as amended rom time to time.

The FA commits itsel to theimmediate investigation o any claims,when it is brought to their at tention, odiscrimination on the above groundsand where such is ound to be thecase, a requirement that the practicestop and sanctions imposed asappropriate.

I you wish to report an incident oabuse and/or discrimination pleaseuse the contact details below:

Tel: 0800 085 0508Email: [email protected]

the fa is responsible forsetting standards andvalues to apply throughoutfootball at every level.football belongs to, andshould be enjoyed by, anyoneWho Wants to participatein it. the aim of this policyis to ensure that everyoneis treated fairly and Withrespect and that the fa isequally accessible to all.

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The FAs Charity Programme compriseso The Bobby Moore Fund Street

Data Protection ActFor urther inormation on how


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o The Bobby Moore Fund, StreetLeague, Action For Children andinternational charity Coaching or Hope.

All the selected charities went througha stringent process to become ofcialFA partners and the organisationsencapsulate ootball, health, global,national and local issues. As wellas a substantial ve-gure nancialdonation rom The FAs CommunityShield Fund, all the charities benetrom a direct association with The FA.

Charity partners are entitled to a hosto FA Group benets which they use toraise unds including signed Englandshirts or auction, Wembley StadiumTours, exposure in The FAs matchdayprogrammes, mascot places, tickets orEngland internationals and an annualundraiser event at Wembley Stadium.

The FA remains a huge supporter othe Armed Forces. The FA was one othe ounding partners o Tickets ForTroops and continue to donate 500tickets or Wembley matches.

For urther inormation on howpersonal inormation is usedplease visit:

TheFA.com/Privacy

Complaints ProcedureIn order to view The FAs ComplaintsProcedure, please click onto thelink below:

TheFA.com/TheFA/WhoWeAre/ContactUs/ComplaintsProcedure

charity partners

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the football associationWembley stadiumWembleymiddlesex ha9 0Ws

postal address:the football associationWembley stadiumpo box 1966

london sW1p 9eqt 0844 980 8200f 0844 980 8201e www.tfa.

the fa is committed tomeeting your needs.

therefore this publicationmay be available in braille,large print and audio. formore information, pleasecontact the fa groupscustomer relations team on0844 980 8200 (option 3) [email protected]

Documents

Customer Charter 2012