Company Information - Customer Charter

NAME: Aldershot Town FC (1992) Ltd

Company No: 2711473

Company Address:

EBB Stadium
High Street
Aldershot
Hampshire
GU11 1TW

VAT Registration: 591 8205 27

A new regulation authorised by the Football League requires every club to declare publicly the identity of any individual who directly or indirectly owns a stake of 10% or more in that club.

The following persons own a stake of 10% or more of the used share capital of the club:

Mr Kris Machala
Mr Michael McGinty

The Club Believes:

  • Customer Care starts on the inside, with a good team of staff and work ethic.Always keep Customers updated with progress reports whenever they have to wait.
  • Remain courteous even in difficult situations. The Club and its staff know they are
    offering a service and that they would like every customer to return.
  • Do end every conversation on a positive note, no problem is too big that together
    we cannot solve.
  • It is important to remember that people come first when offering a service.
  • Friendly, helpful service with a smile and knowing your job and everyone's rights is
    the key.
  • Forget the distractions; ensure that without being subservient the customer comes
    first and be sure to give them your full attention.


In Addition

  • Caring about your Job will ensure that you care about your customer.
  • If you make sure each customer has something positive to say about you and the
    Club, each customer will remain happy.
  • Treat every customer, as you would like to be treated yourself.
  • You should always aim to achieve ultimate customer satisfaction in the clubs
    business.

Ticketing and Pricing

The Club continues to strive for wider access to its home matches by offering a broad range of ticket prices for both match day tickets and season tickets.

Concessions

Concessionary prices are available for:

Juniors 16 years and under.

Senior Citizens at the age of 60 for both Men and Women.

Students on production of a valid NUS Card.

Disabled (see disabled section).

Disabled Facilities and Ticket Allocation Contact

Ticket Office Manager - Tim Russell
01252 320 211
Email enquiries@theshots.co.uk

Away Matches

The Clubs supporters are allocated tickets for away matches and where the demand is expected to exceed the allocation received; the club will give priority to season ticket holders and token holders.

Cup Competitions

Tickets for Cup competitions are priced at normal league admission prices unless stated or as mutually agreed with the visiting club. Season ticket holders can claim their allocated seat during a priority sales period.

Returns/Refunds

The Club's policy on the return and distribution of unwanted tickets is as follows:

Supporters are not entitled to return tickets for a refund.

Any unwanted tickets i.e. unclaimed season ticket holders tickets for cup competitions will go on sale to the general public after the priority sales period has ended. For each match all the relevant sale times are advertised. These are as follows Monday - Friday 9.30am - 4.30pm, Saturday (home match days only) 10.00am - 2.45pm, Midweek matches 9.30am - 7.30pm.

Abandoned Match Policy

If a match has been postponed after spectators have been admitted to the ground but before the match has kicked off, ticket holders and any spectators having entered the ground will be offered free admission to the re-arranged game on production of their original ticket(s).

If a match kicks off but is abandoned before commencement of the second half spectators in attendance at the match will be offered admission to the re-arranged game for 50% of the admission price they paid to attend the original fixture on production of their original tickets.

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. In particular our concessionary rates offered to senior citizens, students and junior supporters apply to supporters of a visiting club.

Smoking

Aldershot Town Football Club has a Smoking Policy whereby smoking is allowed within marked areas of the ground.

  • The north east section of the ground bounded by a fenced area (next to exit gate E2)
  • Alternatively within the white lines at Gate H5. (High Street)
  • Also in the away section East Bank Terrace (Designated Area)

Consultation and Information

  • The Club publicises its position on major policy issues in a user friendly manner via the Club's Matchday Programme, specialist publications and the Club's Official website.
  • The Club has and will continue to develop ways of consulting with shareholders, sponsors, season ticket holders and other interested parties.
  • The club gives the earliest possible public notice of any changes to its ticketing policy and the reasons for the change.

Merchandising

  • The Club endeavours to ensure that all replica shirt designs shall have a minimum life span of one season.
  • The Club will provide supporters with information on replica strip launch dates.
  • The Club carries out its obligations under Football League regulations to prevent price fixing in relation to the sale of replica strips.
  • The Club offers refunds on merchandise sales in accordance with its obligations under the Sale of Goods Act.

Community Activities

The Aldershot Town Football Club Football in the Community. The Club is committed to developing a strong community partnership in Hampshire and Surrey.
The Club carries out its Football in the Community obligations using registered and qualified staff in accordance with FA regulations and code of practice.

Aldershot Town Football in the Community activities include:

  • School in term Coaching Courses
  • Football Skills Development Centres
  • Football Fun Days
  • Youth School Tournaments
  • Working with Special Schools and Young People with Disabilities
  • Ladies Football Programmes
  • Football skill Programmes for people with special needs
  • Participation and visits by the Team Manager, Coaches and Players
  • Fans of the Future Initiatives

Anti Discrimination Policy

Aldershot Town Football Club is committed to confront and eliminate discrimination on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation.

Aldershot Town Football Club does not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal and works with others to ensure such behaviour is met with the appropriate action in what ever context it appears.

Aldershot Town Football Club supports The Football Association and the other football bodies in their commitment to develop ongoing training and awareness raising activities in order to promote the eradication of discrimination.

Aldershot Town Football Club does not condone the use of racist language or behaviour inside or outside The Recreation Ground. Whether home or visiting supporters are responsible, the club seeks to eliminate unacceptable and anti social behaviour.

Any person found using such discriminatory 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 served by the club.

Customer Service

Aldershot Town Football Club's 'Achieve by Unity' Fans Partnership Contact is 01252 320 211

The Club would normally respond to any contact from a customer within a period of 14 working days. However, every endeavour will be made to address any concern raised by a supporter at the initial point of contact.

The Club will respond by email, telephone, fax or letter depending on the most appropriate means.

If a Customer requests a written response, one will be provided.

The Supporter Liaison Representative will arrange meetings with Customers by prior arrangement.

Disabled Policy

Aldershot Town Football Club fully supports the principle of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability.
The Club operates a specific ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.

Definition of Disability

As a fundamental principle the Disability Discrimination Act 1995 states that disabled people should not be treated 'less favourably', without justification and 'reasonable adjustments should be made to make goods, facilities and services accessible'. For the purposes of this policy only, the definition of a disabled supporter is:- 'Any person who, has a physical or mental impairment which has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities and because of their disability or impairment, is unable to use ordinary stand seating without contravening Health & Safety Regulations, Guidelines or Policy or where the Club has provided a 'reasonable adjustment' to enable that supporter to attend the venue. Any such person will be considered for use of the 'designated areas' of the stadium in line with the procedures set out in this policy'. A 'reasonable adjustment' in the context should include the need to bring a 'personal assistant' for either personal care or safety reasons. A 'designated area' is any area (including specific seats around the stadium) that the Club shall, in its sole discretion determine as being available for the disabled ticket price. A person has a 'disability' if he/she has a physical or mental impairment which has a substantial and long term adverse effect on his/her ability to carry out normal day-to-day activities.

Aldershot Town Football Club reserves the right to request 'proof of a disability' before issuing any concession.

Such proof shall include: Receipt of the middle or higher rate of the Disability Living Allowance (mobility or car component), receipt of either the Severe Disablement Allowance or Attendance Allowance. A personal letter from your GP.
NB Receipt of an Orange/Blue badge will not be considered sufficient proof disability.

Facilities for supporters using wheelchairs

The Club has the following positions for wheelchair supporters and, if required, a carer:

Home section (North Stand): 9 spaces
Away section (South Stand): 3 spaces

Home Section (North Stand)

It is the Club policy that one helper with any disabled person using a wheelchair receives their admission to the ground free of charge. The wheelchair-bound fan is required to pay the normal admission price for that particular game.
In conjunction with the proof of disability (as previously mentioned) this concession will only be available to those people who meet the eligibility criteria described below:

Wheelchair using applicants must be largely confined to a wheelchair, or not capable of walking a distance further than that required to reasonably and safely access any other part of the stadium. Wheelchair using applicants should ideally, also be accompanied by a person who is capable of supporting the disabled person's needs in the event of an emergency. For this reason the Club strongly recommends that a carer is sixteen years of age or over and not be infirm.

Facilities for Supporters with Ambulatory Disabilities

The Club recognises that there are a considerable number of people in the community who use wheelchairs mainly for outdoor mobility purposes but are not necessarily confined to their wheelchair. There are also many people suffering severe walking difficulties who may wish to watch a match. For the purposes of this policy and the administration of the concessionary ticketing policy both categories of people will be termed 'ambulatory disabled supporters' and those supporters with ambulatory disabilities of a severe nature will qualify for the concessionary treatment and have access to seating nearest the entrances/exits.

Eligibility to these areas will be dependent on individual merit.

Disabled Toilets

The Club has disabled toilets with most of the toilets being alarmed. If you experience any problems with the use of the disabled toilets please contact the nearest steward on the day or the Club Safety Officer after the match.

Conclusion

Every reasonable adjustment is being made to all the services provided by the different departments at the club in order to comply with the provisions of the Disability Discrimination Act 1995.

Tackling Racism In Professional Football

The Club recognises that professional football has made significant attempts to tackle the issues of racism in recent years. The governing bodies have committed themselves to the campaign and have been keen to spread the message through their members. The Lets Kick Racism out of Football policy at the Recreation Ground includes:

  • The Club has issued a statement stating they will not tolerate racism, spelling out the action it will take against those engaged in racist chanting. These objectives have been printed in the match day programme and displayed prominently around the ground, from time to time, as part of an ongoing campaign.
  • The Club uses its public address announcements to condemn racist chanting as part of the campaign.
  • The Club strives to ensure that season ticket holders do not take part in racist abuse.
  • The Club takes action to prevent the sale of racist literature both inside and outside of the ground.
  • The Club takes disciplinary action against players who engage in racial abuse.
  • The Club contacts other Clubs as required and when asked to do so to ensure that they understand the Clubs policy on racism.
  • The Club encourages a common strategy between all staff, stewards and police for dealing with racial abuse.
  • The Club removes racist graffiti from the ground as a matter of course.
  • The Club adopts an equal opportunities policy in relation to employment and service provision.
  • The Club works with other groups and agencies such as the Professional Footballers Association, supporters, schools, voluntary organisations, youth clubs, sponsors, local authorities, local businesses and police, to develop an active programme and raise awareness to eliminate racial abuse and discrimination.

Aldershot Town Football Club 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 business or socially

Equality of opportunity at Aldershot Town Football Club means that we will not discriminate against or in any way treat less favourably, any persons on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation in any of our activities.

These activities include:
The advertisement of jobs
The selection of candidates for employment or promotion
Job location or working environment
Pay and employment terms and conditions
Internal and external training activities and awards

Aldershot Town Football Club Contact Details

Main Operating Address And Contact Details:

Aldershot Town Football Club
The EBB Stadium
The Recreation Ground
Aldershot
Hants
GU11 1TW

Tel: 01252 320 211
Fax: 01252 324 347
E Mail: enquiries@theshots.co.uk

Ticket Office

Tel: 01252 320 211
Fax: 01252 324 347
Email: enquiries@theshots.co.uk
Ticket Office Manager: Tim Russell

Media & Press Department

Tel: 01252 320 211
Fax: 01252 324 347
Email grahambrookland@gmail.com
Contact: Media and Communications Consultant: Graham Brookland

Club Shop

Tel: 01252 320211
Contact: Karl Prentice

Football in the Community

Contact: Community Officer Kirk Wheeler
Tel: 01252 339 384
E Mail: fitc@theshots.co.uk

Supporter Liaison

Tel: 01252 320 211
Fax: 01252 324 347
Email: richard@theshots.co.uk
Contact: Richard Petty

Safety Officer

Michelle Moorehouse
Tel: 01252 320 211
Fax: 01252 324 347

Supporters Away Travel Booking Office

Contact: The Shots Trust
Mobile: 07798 888740

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