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Customer Charter

Customer Service

The Club customer service contact is Kate Betts, Ticket Office Supervisor, who is contactable Monday to Friday 10am until 4pm, and 9am to 5pm on Saturday home match days. Please email enquiries@hartlepoolunited.co.uk or call on 01429 272584 (Option 9).

The Club Supporter Liaison Officer is Kate Betts who is contactable as above.

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.

Should you not be satisfied with the response you receive from the Club, you can contact the Independent Football Ombudsman by writing to The Independent Football Ombudsman, Suite 49. 57 Great George Street, Leeds, LS1 3AJ or emailing contact@theifo.co.uk or telephone: 0800 588 4066. They will investigate the complaint thoroughly and report the finding back to all parties.

However you are respectfully asked to give the Club ample opportunity to resolve your comment/query before contacting any of the above outside bodies as it is important they are contacted only as a last resort and that their resources are used to the maximum efficiency once all responses from the Club have been received and the Club advises that the matter, in the Clubs opinion, has been answered or is closed.

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.

Pam Duxbury (Chief Executive) 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.

Stadium and Matchday

For full details regarding Victoria Park Ground Regulations please click here.

Smoking and Anti-Social Behaviour

Hartlepool United has allocated smoking areas and would request that fans only smoke in these designated areas for the comfort of other supporters.

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 (Option 9) or highlight the problem to your nearest steward.

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 Smith & Graham Rink End Stand for visiting supporters.

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.

Ambulant disabled fans are permitted to go in any area of the ground at the responsibility of their carer.

There is one disabled toilet behind the Camerons Cyril Knowles Stand, one behind the Smith & Graham Rink End and one behind the Niramax 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. There are also limited number of disabled spaces available on a first come first served basis on Clarence Road. Please contact Annie Whitelock (01429 272584 (Option 9)) for availability and the latest prices.

Disabled access is available in our Centenary Lounge for supporters who wish to enjoy refreshments prior to the game and there is a Disabled Toilet in this bar as well.

Our Customer Charter and Ground Regulations are available in braille and audio format from reception on request.

For more information regarding our disabled facilities please contact our Disability Liaison Officer, Kate Betts on 01429 272584 (Option 9) or email enquiries@hartlepoolunited.co.uk

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.

The Club have now also introduced an online ticketing website, allowing supporters the ability to purchase tickets from home - click here to visit our online ticketing website.

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 has once again launched a season ticket campaign which aims to bring affordable football to the town and increase attendances at Victoria Park - click here for details.

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 (U16s, U19s), students in full time education (on production of a valid Student ID card) and Senior Citizens and members of the Armed Forces.

Senior Citizens are deemed aged 60 or over for men and women. Junior supporters are aged under 16, ie once their 16th birthday is reached an U19 price is applicable and once their 19th 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 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.

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).

No juniors under the age of 12 are allowed entry to Victoria Park unaccompanied.

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.

Ticket Returns/Refunds

Once purchased in full, 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/Armed Forces and £20 per child.

Once the season has commenced the full cost of the ticket will be retained.

The Club will not accept any responsibility whatsoever if the season ticket card is lost, stolen, damaged or destroyed and duplicate tickets will not be issued, unless in exception circumstances. If issued, a non refundable admin charge will be payable.

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.

If a match is rescheduled prior to being played, match tickets which have been purchased for this game will automatically be transferred to the rearranged fixture. If the ticket holder is unable to attend the rearranged match a full refund can be given as long as this is done prior to the rearranged fixture. No refunds will be given once the rescheduled game has taken place.

The Club will not accept any responsibility whatsoever if the match ticket is lost, stolen, damaged or destroyed and duplicate tickets will not be issued, unless in exception circumstances. If issued, a non refundable admin charge will be payable

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 to 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, and a welcome letter from the Manager.

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.

Club Shop

More information on the Club Shop will be available here shortly.

Replica Kits

Home and Away kits will be changed every season. 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. All store staff will be provided with information on the next intended kit change as soon as it is confirmed.

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

Supporter 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 social media and in the local press.

Following the outcome of the Government's recent Expert Working Group (EWG) Supporter Ownership and Engagement discussions, from 2016/17, the introduction of EFL regulation 111 means senior executives at clubs will be required to, 'hold at least two meetings/fans forums per Season to which its supporters (or representatives) are to be invited in order to discuss significant issues relating to the Club'. More information will follow in due course.

Data Protection

The Club recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is stored confidentially in accordance with the Data Protection Act (1998) and no other data is issued or sold without prior consent.

Safeguarding

The Youth Development Child Welfare Officer is Colin Galloway who is contactable on 01429 272584 (ext 7)

The person responsible for Safeguarding for our Community Sports Foundation is Keith Nobbs and he can be contacted on 01429 862595 or email hucsf@hartlepoolunited.co.uk

Community Activities

The Club is committed to encouraging children to play and watch football, through our Community Sports Foundation.

Contact the Hartlepool United Community Sports Foundation via email hucsf@hartlepoolunited.co.uk or 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.

Any requests for player appearances should be made in writing to media@hartlepoolunited.co.uk for the attention of Becky McNamee.

Charity Donations

Any Charity Donation requests should be made to the Club in writing to Becky McNamee either by post or email media@hartlepoolunited.co.uk or enquiries@hartlepoolunited.co.uk

The Club receives a large number of requests and unfortunately cannot help on every occasion. No financial donations will be made. Assistance may be made in the way of tickets or signed merchandise for raffles or auctions.

Request for Player Trials

CVs should be sent to the Club in the first instance. Players under the age of 18 should send their details to John Hewitson either via post or email to enquiries@hartlepoolunited.co.uk.

Any players over the age of 18 should send their CV for the attention of the Chief Scout as above.

The Management will not speak to any player or agent who calls the Club prior to sending this information. Please provide your contact details with your CV and you will be contacted should the Club be interested in progressing further.

Updated June 2016