Customer Charter

Introduction
Vale of Leithen Football Club is a member of the Scottish Lowland Football League.

We recognise the commitment we owe to our supporters and the policies below lay out the club’s continuing commitment to not only supporters but also to the wider community and the environment. This charter is designed to improve standards of customer relations between Vale of Leithen Football Club and its supporters and customers.

Supporter and Customer Charter
Vale of Leithen Football Club is committed to delivering the very highest standards of service to all supporters and customers.

The club recognises the special bond between the club and its supporters. It recognises and respects the invaluable contribution the supporters have made in the past and continue to make to the life of the club. As such, the club will make every effort to ensure that its policies and practices are open, accessible and communicated as effectively as possible.

Key Issues Contained In This Charter;
1. Accessibility
2. Matchday
3. Loyalty and Membership
4. Consultation and Information
5. Community Activity
6. Staff Conduct
7. Customer Service

1. Accessibility
Vale of Leithen Football Club is committed to providing a high quality customer experience which is accessible to the widest possible audience.
i) Concessions are available for persons who qualify by virtue of age for a state pension and for junior supporters under 16 years of age. The club may on occasions request proof of eligibility.
ii) The club will provide free access for supporters with registered disabilities and their carers. Supporters with registered disabilities may apply for a free season ticket if they so wish.
iii) Victoria Park contains no covered seating at present, but the club are happy to provide seating in the covered enclosure, or elsewhere within the boundary of the ground if desired, for those who require it on medical grounds. As far as it is possible, we will try to ensure that the seating is placed in such a position as to offer an unrestricted view of the playing surface. Our definition of ‘restricted view’ is where you have to move to gain an unrestricted view. Movement of the head to the side to gain a view is not considered a restricted view. Please note that the number of seats that can be provided is limited and will be offered on a ‘first come, first served’ basis.
iv) The club offers reduced admission to replays of abandoned games.
• If a match is abandoned after spectators are admitted to the ground, but before kick-off, spectators are entitled to free admission to the re-arranged match.
• If a match is abandoned after kick-off and before half-time, spectators are entitled to reduced admission to the rearranged match.
• Admission reductions will not be given if a game is abandoned after half time.
• Refunds are not given under any circumstances.
v) The club will wherever possible set admission prices for Scottish Lowland Football League games in line with the minimum price enforced by the SLFL. The club will not charge supporters over and above this rate, irrespective of opposition. The club however reserves the right to review admission charges and amend at short notice if necessary. If this happens supporters will be kept fully informed via the clubs website, social media outlets, local press and any other relevant channels.
vi) Setting of admission prices for cup ties is subject to the approval of the, SLFL, SFA, Competition Sponsor, and/or visiting club. The club may determine the admission price taking account of the competition, status of the away club and the stage of the competition when determining cup tie prices.
vii) Tickets will only be sold in advance for games for which a crowd near or over Victoria Park’s spectator capacity is anticipated. Consultation will take place with away clubs to agree the percentage of tickets they will get allocated.
viii) Vale of Leithen Football Club will not charge home or visiting supporters a supplement to the advertised entry fee for access to certain spectator areas of Victoria Park, but the club reserves the right to review this policy at short notice and will notify supporters where it is possible to do so.

2. Matchday
At all times Vale of Leithen Football Club will endeavour to provide a safe and enjoyable atmosphere at Victoria Park for watching football.
i) The club will provide a safe and trouble free environment for all spectators and shall strive to ensure that the quality of service provided is of the highest standard possible. In the event of a match requiring stewarding, stewards engaged by the club will be easily identifiable by bright yellow ‘hi-vis’ jackets or vests. Customers have a right to expect to be treated with courtesy by stewards engaged by the club at all times.
ii) Vale of Leithen Football Club will endeavour to make available hot and cold snacks for all home games.
iii) Vale of Leithen Football Club have produced a Health and Safety Policy, Ground Regulations, First Aid Plan and Unacceptable Conduct Policy. These documents will be used by the club to ensure spectator safety is of the highest quality possible during match days.
iv) Any individual who is found to be in breach of the Ground Regulations are likely to be ejected from the ground. In extreme cases the individual may face a permanent ban from attending matches at Victoria Park and potential prosecution under the Criminal Law (Consolidation) (Scotland) Act, 1995 as amended by the Crime and Disorder Act, 1998 or the Public Order Act, 1986.
v) In return the club will expect all spectators to refrain from foul and abusive language, taunts or gestures. In addition racist or obscene behaviour of any kind will not be tolerated and any spectator finding an individual breaking these policies should contact the nearest club representative. For more details on unacceptable conduct, refer here.

4. Consultation and Information
Regular two-way communication with supporters, customers, suppliers, partners, shareholders, the media and the local community remains a priority focus for Vale of Leithen Football Club.
i) The club welcomes open consultation from its customers and welcomes all feedback, comments and suggestions. This can be conveyed to any committee member, sent to the club in writing, or emailed.
ii) The club will give due consideration to all feedback, comments and suggestions and implementing change where appropriate.
iii) The club will communicate regularly with supporters and customers, informing them of new developments, policies, fixtures and price changes. This can be done through the club’s official web site, published media and social media.
iv) The club will establish and maintain effective partnerships with all sectors of the media and will endeavour to make available for interview relevant club personnel and provide media outlets with club and squad information regarding new signings and all other related articles of media interest.
v) The club will endeavor to maintain its official web site with the latest information regarding match fixtures and all other related information.
vi) The club will publicise its position on major issues through the official club web site and, where applicable, through press releases.
vii) The club will advertise the date of its Annual General Meeting on the club web site, local newspaper, in the venue at which the AGM will be held and any other location or media outlet deemed to be relevant in reaching notice to potentially interested parties.
viii) In line with the club’s constitution, office bearers and committee members will be elected at an Annual General Meeting.
ix) Members have the right to call for an Extraordinary General Meeting if they feel the requirement to do so. This will be publicised as with an Annual General Meeting.

5. Community Activity
The club recognises the role it can play in generating and supporting activity both in the local community and the wider football community.
i) The club will work with local groups, charities and worthy causes and allow them to conduct matchday collections, on the provision that they have given the club advance notice of their intention to do so and it is not a cause that will potentially aggravate or offend those attending the ground.
ii) The club supports local community and schools events that promote youth football and grass roots football.
iii) The club will support visits by charities carrying out events, provided the approval of the club has has been sought in advance of activities.
iv) The club will support pre-arranged ground tours to all interested parties and groups, especially school children.
v) Whenever possible and appropriate the club will promote issues such as anti-racism, anti-drug and prevention of crime initiatives. The club supports the aims of leading initiatives such as ‘Show Racism the Red Card’ to tackle problems of racism in the game and has its own policy against racism.
vi) The club will support community events through visits and appearances of the players and management where possible.

6. Staff Conduct
i) Vale of Leithen Football Club is committed to eliminating discrimination. We will not tolerate sexual or racially based harassment or other discriminating behaviour and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs. The club has a separate Anti Discrimination Policy.
ii) It is the policy of the club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, conditions of service and opportunity regardless of sex, marital status, creed, colour, race, age, disability, sexual orientation or ethnic or national origin. The club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients and suppliers.

7. Customer Service
All Vale of Leithen Football Club committee members and personnel are responsible for ensuring that the very highest standards of customer service and customer care are maintained.
i) The club respect the right of every supporter and customer to be treated with the utmost courtesy and respect at all times by all Vale of Leithen Football Club personnel.
ii) The club strives to provide value for money in all areas.
iii) The club aims to respond promptly to any contact from a customer.
iv) To avoid confusion Vale of Leithen Football Club would prefer that any request, complaint, comment or suggestion, are made in writing by letter. We will endeavour to provide a full response within 14 days, but in extenuating circumstances this period may be longer.
v) In the first instance all correspondence should be addressed to the Secretary.
vi) In the event that you feel your complaint has not been dealt with promptly or satisfactorily by the Secretary, you have the further right to progress directly through the Chairman, who has overall responsibility for the Customer Charter.

All correspondence should be addressed to the following;

Rob Wilson,
Secretary, Vale of Leithen FC
10 Connor Street
Peebles
EH45 8HD
Email: wilsor84@gmail.com

Policy Review
The club will conduct an annual review of its Customer Charter, making changes in accordance with the recommendations put forward from groups or individuals and from guidelines received from the relevant governing bodies. The club reserves the right to make amendments at short notice to this policy but all changes will be communicated to supporters through the Vale of Leithen Football Club website and other approriate channels and media outlets.

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You can download and keep a PDF version of our Customer Charter