LINCOLN CITY FOOTBALL CLUB
Lincoln City Football Club Customer Charter is revised and published annually in advance of the new season. Copies are obtainable online at www.redimps.com and from all customer contact functions around the Stadium i.e. Club Shop, Stadium Reception and Ticket Office. You may also request a copy by contacting the Club on 01522 880011.
Lincoln City Football Club remains totally committed to delivering the very highest standards of service and care to all of its supporters and customers.
Specifically, Lincoln City Football Club respects the right of every supporter and customer to be treated with the utmost courtesy and respect at all times by LCFC personnel.
LCFC regularly invest in customer care, customer service and complaint handling training for all full-time and part-time personnel.
In respect of complaint handling, all formal complaints submitted are recorded. The handling of complaints is regularly tracked and monitored with all complaints being responded to within 14 days of receipt.
LCFC personnel are responsible for ensuring that the very highest standards of customer service and customer care are maintained at all times.
However, Steve Prescott, in his role as Chief Executive Officer for LCFC has overriding responsibility for monitoring customer service standards.
The Club's official website www.redimps.com is updated daily to ensure all news, information and major policy issues reach supporters as soon as possible.
On a match day our programme and public address system will give up to date information on ticketing and forthcoming events. The press and media are briefed on a weekly basis by the Club's Press Officer.
Full details on ticketing, membership ticket priority etc is sent to all Season Ticket Holders prior to the start of the season and further updates will be sent during the season if necessary.
The Club is committed to a consultative process with its supporters on decisions that affect those most. We intend to meet with representatives of the Supporters Association to discuss issues of importance on a regular monthly basis. Supporters are also encouraged to offer suggestions/feedback on areas of concern or improvement via letter or email (firstname.lastname@example.org).
> LCFC has and will endeavour to continue ways to develop communications with shareholders, sponsors, the local authority, supporters and other interested parties.
> The club will give, at the earliest possible notice, any changes to its ticketing policy and will give reasons for that change.
> LCFC undertakes to carry out the necessary research, including consultation with supporter groups, on the design and number of new strips.
> The Club continues to strive for wider access to matches by offering a broad range of ticket prices.
> The Club will always make it clear to its customers buying tickets if these tickets are in restricted view area.
> Season Ticket Holders are given first preference for sales of tickets to away matches, cup games and play off tickets.
> A ticketing procedure is in place, and can be seen on request.
> Concessionary prices are available to junior supporters, senior citizens (men and women of the age 60 years) and students.
The Club provides:
> An area of the ground for exclusive use of family groups and junior supporters.
> Support for disabled spectators and their carers. The Ticket Office Manager can be contacted for details of our disabled facilities and ticket allocation.
> Tickets for Cup Competitions are priced on merit and are allocated as follows if demand dictates and are in short supply, to season ticket holders prior to open sale.
> The Club's policy on the return and distribution of unwanted tickets is as follows, at the Club's discretion a full refund of the ticket price will be offered up to 24 hours prior to kick off subject to a valid reason.
> If a match is postponed before kick-off, spectators who have paid for entry are entitled to a full refund. If a match is abandoned after kick-off but before half time, spectators are entitled to half price admission to the rearranged game. From half time onwards no refunds will be made. Vouchers will be available for collection on exit from the ground if appropriate.
ACCOMODATING AWAY SUPPORTERS
> The Club abides by Football Conference Regulations governing the allocation of tickets to visiting clubs.
> The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation *. In particular our concessionary rates offered to senior citizens, junior supporters and family groups (advance ticket purchase only) apply to supporters of a visiting club.
* see ticketing procedure for further information
LCFC will not tolerate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability and is committed to confronting and eliminating any such instances.
LCFC does not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal. The Club works with others to ensure such behaviour is met with the appropriate action in whatever context it appears.
The Club will not tolerate the use of racist language or behaviour inside or outside of the Sincil Bank Stadium. Whether home or visiting supporters are responsible, the Club, in conjunction with Lincolnshire Police force seeks to eliminate unacceptable and anti-social behaviour. Any person found using such language or behaviour may be banned by the Club and the person concerned may be liable for arrest and subsequent prosecution. This in turn may lead to a banning order being issued by the Club.
The Club fully supports the Football Association in their commitment to develop a programme of discrimination awareness training to promote the eradiation of discrimination.
Equal Opportunity Policy:
LCFC is an equal opportunities employer. The Club is committed to equality of opportunity within its organisation and encourages a similar commitment from organisations with which we have contact, either through our business or socially.
Equality of opportunity at LCFC means that we will not discriminate against or in any way treat less favourably, any person on grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation in any of our activities. This includes the advertisement of jobs, the selection of candidates for employment or promotion, job location or working environment, pay and employment terms and conditions and internal and external training activities and awards.
The details that we hold:
LCFC have a legal obligation under the Data Protection Act to ensure that all information held and processed about our customers complies with the principles of the Act. The Act requires all personal data and information to be treated in the strictest confidence and only used for the purposes of which customers are aware. Under the terms of the Act, customers have a right to obtain a copy of the information that we hold about them.
Customers with questions or queries about the usage of data by LCFC can contact the Marketing Department (in writing) at:
Lincoln City Football Club
Sincil Bank Stadium
Specifically LCFC have 3 main uses of data:
Providing the service(s) that you have applied for:
LCFC will only record and use your details for the service(s).
Keeping you informed:
On occasion LCFC will inform you of a service or product offered by a third party or us when we believe that the service or product may benefit you. To inform you of the offer or product, we may use mail, telephone, email or SMS. You are under no obligation to purchase any of the items offered. If you don't wish to receive any communications of this nature, then please write to us to inform us of your decision. Please use the contact address as above.
Research and statistical analysis:
We will on occasions use your data to help us understand individual requirements and business trends in order to improve the services and products we offer you.
We will treat all of your data as confidential and nothing about your name and address will be released to anyone else, other than in these exceptional circumstances:
> where we are legally compelled to do so
> where there is a duty to the public to do so
> where disclosure is required in our interests (this will not be for marketing purposes)
> where disclosure is made at your request or with your consent
There are some types of data that the Data Protection Act classifies as 'sensitive' and this includes such subjects as racial/ethnic origins, sexual life, mental or physical health and religious beliefs. We will only collect and use this data where we have your explicit consent.
Lincoln City Football Club will endeavour to work closely with all sections of the local community to promote the club as a family orientated sporting organisation. Through its links via the local education authority, schools and other community organisations, Lincoln City FC seeks to act as a role model in encouraging healthy and active lifestyles.
LCFC remains totally committed to grass roots football development involving football participation, training and coaching and a range of educational initiatives involving children throughout the community.
LCFC offers a fully equipped classroom at the Sincil Bank Stadium during school hours for use by schools and an after school hours study support programmed specifically tailored to the needs of underachieving children. In addition, we have a Kids Club for school holidays, run by our Sport & Education Trust team.
LCFC will ensure that all those who participate in any community activity organised by the Club will receive the same high standards of coaching, tuition and professionalism, irrespective of age, sex, ability or ethnic background.
We will ensure that players are regularly available to participate in public appearances, community programmes and events/activities organised by the Club. LCFC is committed to eradicating racism from the sport of football and will continue to actively promote the League wide 'Kick It Out' campaign both at the Sincil Bank Stadium and through our community based activities and programme.