HARTLEPOOL UNITED FC CUSTOMER CHARTER

CUSTOMER SERVICE

The Club customer service contact is Kate Harnish, Assistant Club Secretary, who is contactable Monday to Friday 9am till 5pm and 9am to 5pm Saturday home match days. Please email enquiries@hartlepoolunited.co.uk or call on 01429 272584 ext 9.

The Club actively welcomes feedback from our customers, both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer.

All queries must be submitted in writing - either by e-mail or letter - and will be acknowledged within 72 hours and, where possible, responded to within 10 working days. The acknowledgement and response will be sent in the same format in which the query was received.

STAFF CONDUCT

All members of staff will always endeavour to maintain a positive profile whilst representing the Club. This will be achieved by dedication and commitment towards achieving success on and off the field of play and will include:

- the establishment and maintenance of a sound, ethical and effective administration system conducive to a successful professional Football Club.

- continued improvements to the quality of services to the supporters of the Club.

As a football club we concur with the Football League's Anti-Discrimination Policy.

The Club is committed to developing and maintaining a lasting relationship with its customers and sponsors.

EQUALITY AND DIVERSITY

Hartlepool United FC Vision Statement

Hartlepool United is committed to providing each employee, potential employee, customer and service-users equality of opportunity across all areas of the Club's operation. Hartlepool United will ensure that equality practises are integral to every process and create an inclusive and positive environment for all.

Strategic Overview

Hartlepool United is a diverse organisation that values difference and recognises that people with different backgrounds, skills, attitudes and experiences bring fresh ideas and perceptions.

Hartlepool United is an equal opportunities employer and views all diversity as enriching the organisation and values the independent knowledge and experience that this delivers. Hartlepool United undertakes to manage, celebrate and develop each and every individual through relevant training and developmental practises.

All members of staff at Hartlepool United are committed to implementing this policy and to promoting its aims within the wider communities in which we operate. Hartlepool United is fully committed to a programme of action to make this policy fully effective.

Under the leadership of Russ Green (Chief Executive), Sarah Smith will have overall responsibility for the co-ordination and implementation of equality policy development and for identifying new priorities through regular assessment reviews.

Hartlepool United will assess the impact of existing policies, practises and procedures at regular intervals, to evaluate the effectiveness and success of our activities. Through regular consultation with all our partners, monitoring and review process, equality will be mainstreamed into our wider business strategy.

Disabled Facilities

We have 21 seats in front of the Cyril Knowles Stand at the South side. This area will also facilitate 21 wheelchairs if the seats are not used. There is also a bay for 10 wheelchairs in the Rink End (visitors). No seats are specifically designated for the disabled nor is there a particular allocation for the visually impaired. Tickets are charged at normal rates carers are admitted free of charge if the disabled fan is on high rate disability living allowance.

There is one disabled toilet behind the Cyril Knowles Stand, one behind the Rink End (away end) and one behind the Millhouse Stand.

There is an audio loop provided both in the Ticket Office and in the Cyril Knowles Stand.

There are limited disabled car parking spaces available in our Official car park at a fee per game, or a seasonal pass is available for all 23 home League games only. Please contact Kate Harnish for availability and the latest prices.

There are also limited number of disabled spaces available on a first come first served basis on Clarence Road.

Disabled access is available in our new Centenary Restaurant for supporters who wish to enjoy hospitality prior to the game. Please contact the commercial department on 01429 272584 ext 3 or email commercial@hartlepoolunited.co.uk.

For more information regarding our disabled facilities please contact our Disability Liaison Officer, Sharon Precious on 01429 272584 ext 2 or email tickets@hartlepoolunited.co.uk 

NO SMOKING AND ANTI SOCIAL BEHAVIOUR

Hartlepool United has a strict No Smoking Policy throughout the Stadium. Supporters will not be allowed re-entry into the stadium if they leave to smoke.

Hartlepool United discourages anti social behaviour and has procedures in place to eradicate such incidents. Should you experience any anti social behaviour during a home game please alert stadium staff by contacting the offices on 01429 272584 ext 9 or highlight the problem to your nearest steward.

CONSULTATION AND INFORMATION

The Club publicises at its discretion, its position on major policy issues in the Club Match Programme, on the official Club website and in the local press.

TICKETING - click here to visit the 'Ticketing' section of the Official Website.

The Club gives the earliest possible notice of any changes to its ticketing policy together with reasons for the changes.

Pricing

The Club strives to offer supporters a reasonably priced ticket facility, within the constraints of League and Cup rules, with reductions as appropriate.

The Club also operates a short term, interest-free installment plan for the purchase of Season Tickets ahead of the season starting. Other finance facilities may be available, please contact the Club for the latest details and offers.

Allocation

At least 5% of tickets are made available to non Season Ticket holders for each home game.

Concessions

Reduced price tickets are available to junior supporters (U13s, U16s, U19s), students in full time education (on production of a valid Student ID card) and Senior Citizens.

Senior Citizens are deemed aged 60 or over for men and women. Junior supporters are aged under 16, ie once their 16^th birthday is reached an U19 price is applicable and once their 19^th birthday is reached, an adult price is applicable (unless they are a student in full time education with valid identification, in which case a student ticket may be purchased).

The Club provides ID cards for those wishing to purchase concessionary tickets. Fans must produce a form of ID (passport, birth certificate) plus a passport-sized photograph to the Ticket Office and they will then be provided with a HUFC ID card. These cards must be used when purchasing any concessionary tickets from the Ticket Office throughout the season and also should be shown at the turnstile.

The Club provides the Family Enclosure, situated in the Cyril Knowles Stand for the exclusive use of family groups and junior supporters. There must be a minimum of one child with one full paying adult. No other concessionary rates apply in this area of the ground.

The Club has introduced an U16 Season Ticket, allowing unaccompanied children to purchase a discounted Season Ticket for any home area of the ground. An U13 Season Ticket is also available which must be purchased at the same time and in the same area as an adult Season Ticket. The child must also be family related to the adult.

All home fans purchasing a match ticket will be required to register with the Club's ticketing database. A form of identification with your name and address on (such as a driving licence or utility bill will be required).

Loyalty and Membership Schemes

The Club gives priority to Season Ticket holders on the pre-purchase of all cup and Play-off tickets.

The Club also asks that supporters retain their ticket stubs from all home games as these may be required for priority ticket sales for cup and Play-off tickets once Season Ticket holders have had the opportunity to pre-purchase their tickets.

Junior Poolies - click here to visit the 'Junior Poolies' section of the Official Website

The Club's Junior Supporters' Group continues to grow in popularity with more young fans signing up. Supporters aged from birth - 14 years can sign up to become a member of this fantastic Club.

Members will receive an impressive welcome pack full of top Pools merchandise, receive a welcome letter from the Manager and be entered into a draw to lead the teams out at The Vic.

Ticket Returns/Refunds

Once purchased in full or by instalments, a season ticket cancelled prior to the start of the season will be subject to the following charges: £80 per Adult, £40 per Senior Citizen/Under 19/Student and £20 per child. Once the season has commenced the full cost of the ticket will be retained.

If a Season Ticket is lost/stolen, there will be a £25 admin charge for a replacement Season Ticket (a replacement match ticket may be issued. If your ticket has been used through the turnstile, a further fee may be chargeable).

The Club does not normally offer refunds for any match tickets not used but would consider it under very exceptional circumstances at the discretion of the Management.

If a match is postponed before kick-off, but the supporter has paid and entered the ground, ticket holders are entitled to free admission to the rearranged game.

If a match is abandoned after kick-off, but before half-time, spectators are entitled to half price admission to the rearranged fixture.

However if the match is abandoned after the commencement of the second half, no refund will be made.

Proof of original ticket purchase must be retained and produced to the Club upon request for any of the above re-entry requirements.

Away Matches

The Club's supporters are allocated tickets for away matches, on the basis of Season Ticket holders first, followed by a voucher system where applicable, or proof of attendance at away games and then general sale. The home club determines the cost and availability of these tickets.

Away transport is organised by the Club's Supporters Association. This is not the responsibility of Hartlepool United FC and all enquiries should be directed to The Corner Flag on (01429) 261197.

Cup Competitions

Tickets for cup matches are priced after consultation between both clubs and any Football League/Football Association rulings and are offered to Season Ticket holders first. Procedures are then followed as per away matches.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by Football League 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 are also offered to senior citizens and junior supporters of a visiting club providing the required ID is provided.

REPLICA KITS

The Club endeavours to ensure that all home team kit designs shall have a minimum lifespan of two seasons, and the away strip one season. However, the Club cannot guarantee this as several factors including change of shirt sponsor and supply of shirts may be outside of the Club's control.

Details of the next intended strip change, when decided by the Club and/or main sponsor, will be advised to supporters on the Club Website.

The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica kits.

THE CLUB SHOP (JUST SPORT LTD)

The Club Shop (Just Sport), located at the Club, offers replacements on faulty merchandise. Refunds would be considered in extenuating circumstances upon production of the relevant shop receipt and/or under any legal requirements. Such decisions are at the discretion of the Shop (Just Sport) and any queries should be made in writing or in person to Tracy Mallabar, Manageress who is contactable on 01429 260491.

Click here to visit the Official Club Shop Online.

COMMUNITY ACTIVITIES

The Club is committed to encouraging children to play and watch football, through our Community Sports Foundation. Click here for further details or Contact the Hartlepool United Community Sports Foundation via email hucsf@hartlepoolunited.co.ukor on 01429 862595.

COMMUNITY INVOLVEMENT

The Club aims to increase attendances by issuing free tickets to local organisations through the Hartlepool Borough Council Safe Soccer Scheme and direct through contact with local organisations and schools.

Updated June 2009.