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Customer Charter

Customer Charter

Tranmere Rovers is committed to providing excellent customer service to all supporters (both home and visiting), businesses and stakeholders. We are a club at the heart of its community and we have a long standing commitment to being the best value for money family club in the region.

CUSTOMER SERVICE

Our point of contact for customer queries is Christine Roberts. She may be contacted as follows: By post – letters should be addressed to: Christine Roberts, Supporter Liaison Officer, Tranmere Rovers Football Club, Prenton Park, Prenton Road West, Birkenhead, Wirral CH42 9PY or by fax on 0151 609 0606 or telephone on 03330144452 from 9.00am to 5.00pm Monday to Friday or by e-mail to tellus@tranmererovers.co.uk

Tranmere Rovers will endeavour to respond to any letter within seven working days of receipt of such letter. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days following receipt of the original letter. The Club will respond by whatever method is appropriate taking into account the nature of the initial contact.

 

If you feel your complaint has not been resolved, you may then contact: The Independent Football Ombudsman Suite 49, 33 Great George Street, Leeds LS1 3AJ

STAFF CONDUCT

We expect our staff to conduct themselves in a courteous and responsive manner in all dealings with supporters and the Club is dedicated to treating all persons equally.

EQUAL OPPORTUNITIES

The Club is committed to eliminating discrimination. We will not tolerate discrimination on the grounds of race, disability, religion and belief, gender, sexual orientation and age and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs. The Club is committed to ensuring that its disabled supporters and customers have as full access as is reasonably possible to make to all goods, services and facilities provided or offered to the public by the Club. The Club will operate a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments. The Club recognises that not all of its facilities are fully accessible to disabled customers and confirms that it is committed to making the necessary reasonable adjustments described by the Disability Discrimination Act and its relevant Codes of Practice to ensure full compliance with the legislation. The Club has a grievance procedure in place and guarantees to its disabled supporters and customers that any complaints of discrimination will be dealt with quickly under that procedure. The Club has advised its staff that any incident of discrimination under the provisions of the Act is a serious matter and will be dealt with under the Club’s Disciplinary Procedures. The Club will provide the following: 48 Wheelchair spaces & 30 Car park spaces
Concessionary admission prices are available and carers are admitted free of charge. For further information and to book these facilities, contact the Ticket Office on 03330144452. Our disability liaison officer is Christine Roberts who can be contacted on 0151 609 3302.

COMMUNITY ACTIVITIES

Tranmere Rovers is committed to working with the local community. Tranmere Rovers’ senior staff and players regularly make visits to local schools, hospitals and charities. For more information or to request a school visit please contact the Club in writing. The ‘Tranmere Rovers in the Community’ team arranges coaching sessions in the community and gives advice about football, etc. They also run ladies and disability teams. For more information please contact Steve Williams, Tranmere Rovers in the Community, Tranmere Rovers Football Club or telephone 0151 608 2354.

SUPPORTER CONSULTATION

The Club consults supporters on a regular basis through:

  1. Tranmere Rovers Trust representation on the Club’s Board of Directors
  2. Monthly meetings with the Tranmere Rovers Official Supporters Club (TROSC)
  3. Regular supporter forums throughout the season

Tranmere Rovers uses its official website (www.tranmererovers.co.uk), social media channels matchday programmes and local media to publicise its position on major policy issues or up and coming events. Tranmere Rovers always strives to keep shareholders, supporters, sponsors, and the local authority informed and updated on relevant issues and changes. Tranmere Rovers ensures the earliest possible notice is given when communicating changes relating to the pricing of tickets. The Club undertakes consultation with TROSC members on the design of new strips.

SAFEGUARDING

Tranmere Rovers is committed to maintaining the highest possible standards to meet its social, moral and legal responsibilities to safeguard the welfare of every child/young person or vulnerable adult. Tranmere Rovers acknowledges its responsibility under the Children’s Act 2004 and the Education Act 2002 to safeguard the welfare of everyone under the age of 18 (and the Human Rights Act 1998 for apprentices aged 18 or over) who has been entrusted to its care and is committed to working to provide a safe environment for all. Tranmere Rovers has a role to play, in partnership with other agencies, to provide appropriate support and care for anyone who chooses to disclose abuse. Tranmere Rovers is fully supportive of The Football League’s Safeguarding Policy and will work closely with The Football League, The Football Association and The Football League Trust in supporting and promoting safeguarding issues. The protection and safety of child/young person or vulnerable adult is everyone’s responsibility. All staff, board members, partners and others have a responsibility to make the learning environment safe and secure for all. Ignoring abuse is not an option. All staff must recognise this and must report any concerns for the well-being of apprentices in accordance with this Policy. However, ultimate responsibility will continue to rest with parents and guardians.

TICKETING

Tranmere Rovers will seek innovative ways to widen the spectator access to our fixtures. The Club ensures that there is wide access to matches by offering a broad range of ticket prices. The Club offers discounted season tickets for Juniors (under-18 and under-12), Young Persons (18 to 22 years), Seniors (65+) and supporters living a significant distance from the Club (over 75 miles radius). Tranmere Rovers season ticket holders have the option of paying by instalment. Match tickets can be purchased at trfctickets.co.uk

 

ALLOCATION

At least 5% of tickets to each game are always made available to Non Season Ticket holders.

CONCESSIONS

Tranmere Rovers offers concessionary prices to junior supporters, young people and senior citizens. Concessions for senior citizens are available to men and women who are 65 or more. The Club endeavours to make all areas of the ground suitable for families and ambulant disabled supporters. In particular we recommend the Kidzone in the Kop Stand for home supporters for families or those bringing young children to matches.
There are a small number of restricted view seats in the Main Stand. These are only sold in the event of capacity attendance and customers are notified prior to purchasing a ticket.

AWAY MATCHES

Season ticket holders receive priority for the purchase of tickets for away matches when it is considered that demand for tickets may exceed the allocation. The home club determines the cost of these tickets. Details are advertised locally, on the official website and in the matchday programme. The Club arranges travel to away matches and has provided subsidised travel on a number of occasions over the last few seasons in appreciation of those who travel away.

CUP COMPETITIONS

Tickets for Cup Competitions are priced according to the competition, the stage in the competition and status of the opponent. In some competitions ticket prices must be agreed to by the opponent. Details are advertised locally, on the website and, when possible, in matchday programmes. Ticket allocation depends on the fixture but, whenever demand is expected to exceed the allocation, season ticket holders are given priority. Prices for the FA Cup Final, League Cup Final and Play Off finals are fixed by the FA / EFL not by the clubs participating in the Final.

RETURNS/ REFUNDS

The Club’s policy on the return and distribution of unwanted tickets is to offer a full refund up until 24 hours before kick off. The ticket is then made available for re-sale. After that time, refunds will not be given. This policy may be varied for high profile fixtures and, if so, details will be incorporated into ticket publicity for that match. If the match is postponed before kick–off, ticket holders are entitled to use the ticket for the rearranged game and customers unable to attend that game are given a full refund up to 24 hours before the re-arranged match. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match.

ACCOMMODATING AWAY SUPPORTERS

Tranmere Rovers abides by EFL  Regulations governing the allocation of tickets to visiting clubs. Tranmere Rovers 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 seniors, young persons and junior supporters apply to supporters of a visiting club.

DATA PROTECTION

Tranmere Rovers seeks to categorically adhere to all data protection guidelines. 

New data protection legislation came into force in May 2018 which aims to protect people’s privacy further. The new law applies to all public bodies, businesses and other organisations that process personal data. The legislation comprises the General Data Protection Regulation (GDPR) which comes into force on 25 May 2018 and the new Data Protection Act (DPA) 2018 which will come into force around the same time. This will provide a single regulation across the European Union (EU) and place obligations on organisations that operate outside of the EU but provide goods or services to EU citizens.

Our GDPR principles

  • we will process all personal data fairly and lawfully
  •  we will only process personal data for specified and lawful purposes
  • we will endeavor to hold relevant and accurate personal data, and where practical, we will keep it up to date
  • we will not keep personal data for longer than is necessary
  • we will keep all personal data secure
  • we will endeavor to ensure that personal data is not transferred to countries outside of the European Economic Area (EEA) without adequate protection

CATERING

Our ground catering is run by Cowshed Catering. They can be contacted at aarona@tranmererovers.co.uk

STADIUM

The Club has a duty to ensure that it provides a safe stadium environment on match days and in turn supporters adhere to the official ground regulations which can be found here.

MERCHANDISE

Tranmere Rovers carries out its obligations under EFL regulations to prevent price fixing in relation to the sale of replica Strip. The Club offers refunds on merchandise in accordance with its legal obligations. Details of the next intended kit change are available from the Club Shop.

Club Shop opening hours are as follows:
Monday to Friday: 9.00am – 5.00pm
Midweek match nights: 9.00am – kick off
Non-match Saturdays: 10.00am – 1.00pm
Match Saturdays: 10.00am – kick off

June 2018