12:32 15 February 2012
The aim of Wolves is to build and sustain a successful football club and compete at the highest levels of the game. Wolves aspires to excellence in all that it does and works in consultation with staff, players, supporters and customers to maintain the highest standards of performance. The Club is fundamentally committed to its Academy and developing young elite players based on its core philosophy, the 'Wolves Way:' Work, Organisation, Loyalty, Values, Education, and Success.
Wolves takes great pride in its heritage and the strong bond, which exists between the Club and the diverse communities of Wolverhampton. Wolves is committed to developing a multitude of community activities - through its official charity, Wolves Community Trust (www.wolvescommunitytrust.org.uk) - which serve the whole of the community. The charity focusses on five core themes: Health, Social Inclusion, Education & Enterprise, Community Sports and, via Wolves Aid, community donations, distributing over £100,000 to local charities and community groups.
Wolves are committed to continual improvement however, there are occasions when customers are not satisfied and wish to make a complaint. Should a customer wish to make a formal complaint they should do so by completing a ‘complaint’ form.
Click here to inform us of your complaint.
Our promise is to:
· Respond to any complaint from a customer within a maximum of ten working days either in writing, i.e. post, e-mail, but if a supporter or customer requests a verbal response, i.e. telephone or meeting, then the Club will do so, if possible. It must be recognised that not all complaints can be resolved within this time scale but the club will always endeavour to do so.
· If the supporter is unhappy with the reply they can refer the matter to the Chief Executive. If they remain unhappy they can submit the matter to the Football League who will evaluate the issue, and if deemed appropriate, raise the matter with the Club.
· The Supporter Liaison Officer (SLO), will summarise all complaints, together with the timescale and manner in which they were dealt with, on a monthly basis to all Departmental Managers. While the complaint is being investigated, the SLO will also maintain contact with the complainant bringing them up-to-date with the current situation.
Consultation and Information
Wolverhampton Wanderers FC prides itself on its long history of consultation with the fans. The involvement of fans in the development of the club is paramount to maintaining and further broadening the already huge fan-base. This is achieved by:
· Consulting the supporters on a regular basis through the means of face-to-face discussion, Fans' Parliament meetings, Steering Group meetings, supporters' group associations and the Wolverhampton Wanderers Disabled Supporter Association.
The Club views communication as vital to its success therefore:
· When the Club makes key policy decisions, those are publicised in an easily digested format, both in the official Club programme, on the official web site and via local and sometimes national media.
· The Club will continue to develop ways to consult with sponsors, the local authority and any other interested parties that may well be concerned with Wolverhampton Wanderers Football Club, such as schools and youth organisations, etc.
· The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for those changes.
· The Club strip is continually evolving and as such research on the design of new strips is an on-going process.
· Pricing: Wolverhampton Wanderers FC continues to strive for wide access to matches by offering a broad range of ticket prices and special offers.
· The Club operates a scheme to enable supporters to pay for season tickets by direct debit at a reasonable additional cost. This scheme is available during early renewal period and summer season ticket sales.
· Concessionary prices on match day and season tickets are available to supporters under the age of 12 when accompanied by a full-paying adult.
· Concessionary prices are available to senior citizens aged 65 or over, junior supporters under 17 years of age and under 21 years of age subject to a membership and proof of age.
· Allocation: At least 5% of tickets to each game will be made available to non-season ticket holders.
The Club provides an area of the ground for the exclusive use of family groups and junior supporters and has areas specifically designated for disabled supporters and their carers. The disabled co-ordinator, contactable via the ticket office, should be the initial point of contact for details of disabled facilities and ticket allocation, whether that is for persons confined to wheelchairs or ambulant disabled.
The Club operates a Loyalty Scheme which is a means of tracking supporters' dedication to following their team, making full use of the technology in the ticket office. Points are awarded automatically when tickets are purchased in advance and individual supporter numbers are quoted. The Loyalty Scheme will be utilised to sell tickets for high-profile games where anticipated demand for tickets is high.
The Club's supporters are given the opportunity to buy tickets for away matches in the following order.
· Priority is given to away season ticket holders ('ASTs'), followed by:
· Home season ticket holders, and finally:
· Utilisation of the ‘Loyalty Scheme’ if necessary.
Tickets for home cup competitions are priced dependent upon the competition, the stage of the competition and the anticipated interest in the game and are allocated to season ticket holders and the general public, utilising the Loyalty Scheme if necessary.
The Club policy on the return and redistribution of match tickets no longer required, is that a refund is granted up until 48 hours before kick-off and the ticket is then made available for re-sale. After that time, refunds are not given.
Booking Fees Are Non-Refundable.
Season tickets are non-refundable. Please refer to item 5 in the terms and conditions listed in your season ticket book.
If a match is postponed before kick-off, ticket holders are entitled to use the ticket for the re-arranged game and supporters unable to attend that game are given a refund.
If a match is abandoned after kick-off and during the first half, tickets for the re-arranged game would normally be half of the standard admission price and if abandoned during the second half, tickets would normally be full price for the re-arranged fixture.
· Buy Back Scheme
The scheme enables season ticket holders to offer their seat back for resale and share the value at which the ticket is resold by receiving credits that will be deducted from the next purchase of a season ticket.
For further information regarding how to activate a 'buyback' please refer to the leaflet can that be provided by the Ticket Office
· Travel Club
For every away League match the Club organises official coach travel, departing from Molineux. Stewarded by employed staff, fans can be assured that they will be travelling in a friendly and safe environment. Tickets are sold through the Ticket Office and are also available online.
Accommodating Away Supporters
· The Club abides by The Football League regulations governing the allocation of tickets to visiting Clubs and for League and Cup games. The Club offers an option of areas the number of tickets allocated can be upto 2,500 to the away club in a League fixture. If an allocation of at least 15% of capacity is required for a Cup tie, then the Club will comply.
· The Club does not charge admission prices to supporters of a visiting Club which are higher than those charged for our own supporters for comparable accommodation. In particular, our concession rates offered to senior citizens and junior supporters also apply to supporters of the visiting club. However, a home club membership scheme may entitle the member to a discount not available to the away supporter.
· The Club endeavours to ensure that all replica strip designs shall have a minimum life span of one season.
· The life span of a kit will be on display in the club shop and/or displayed on the string/neck labels on the kit.
· The detail of the next intended change of kit will be announced at the Fans' Parliament and made available on the web site.
· The Club carries out its obligations under Football League 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.
· The policy statement in relation to this is available on the official website; www.wolves.co.uk
Wolverhampton Wanderers FC
Telephone: 0871 222 2220
Ticket Office: 0871 222 1877
For Further Assistance
If you are not completely satisfied with the findings of your complaint then you can write to the Football League Customer Services or the Independent Football Ombudsman at the below addresses:
Customer Service Department
The Football League Limited
Edward VII Quay
T: 0844 335 0183
The Independent Football Ombudsman
57 Great George Street