MISSION STATEMENT
The aim of Wolverhampton Wanderers Football Club is to build and sustain a successful football club and compete at the highest levels in the game.
Our primary financial objective is to generate income to develop Wolverhampton Wanderers Football Club profitably over the medium to long term.
The core business of Wolverhampton Wanderers Football Club will always be professional football, but the Club is committed to developing a diverse range of commercial and community activities that will serve the whole of the community.
Wolverhampton Wanderers Football Club aspires to excellence in all that it does and will work in consultation with supporters and customers to maintain the highest standards of performance in an equal opportunities environment.
Wolverhampton Wanderers Football Club recognises that in the competitive world of professional football they must be ambitious, creative and adaptive to change.
Wolverhampton Wanderers Football Club will constantly strive to improve their products and services and keep the Club at the forefront of innovation.
Wolverhampton Wanderers Football Club takes great pride in its heritage and the strong bond which exists between the Club, and the people of Wolverhampton in particular. The Club will continue to represent the City and strive proudly to bear its name on a national and international stage.
The Club has introduced and subscribes to a customer charter.
SUPPORTER/CUSTOMER CHARTER
Customer Service
►The Club has nominated Karen Salt, Supporter Liaison Officer, as the customer service contact.Her hours of work are 9.00am to 3.00pm, Monday to Friday.
Karen can be contacted by post or via email atcustomerservices@wolves.co.uk.
►Supporters wishing to submit an official complaint must complete the following form and return it to main reception; (add link)
►The Club responds to any complaint from a customer within a maximum of ten working days.
►The Club generally responds in writing, i.e. post, e-mail or fax, but if a supporter or customer requests a verbal response, i.e. telephone or meeting, then the Club will do so, if possible.
►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 Premier League who will evaluate the issue, and if deemed appropriate, raise the matter with the Club.
►The Supporter Liaison Officer will summarise all complaints, and the timescale and manner in which they were dealt with, on a monthly basis to all Departmental Managers.
Consultation and Information
►The Club consults its supporters on a regular basis through the means of face-to-face discussion, Fans' Parliament meetings, group meetings, contact with supporters' groups and associations and via questionnaires and mail shots.
►The Club publicises its position on major policy issues in an easily digested format, both in the 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, e.g. schools, 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 undertakes research on the design of new strips.
Ticketing
►Pricing
The Club 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 instalments at a reasonable additional cost.This scheme is available during summer renewal period only.
►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 students on a match-per-match basis on production of a valid NUS Extra card.
►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'), then to home season ticket holders, and finally, by utilising the Loyalty Scheme if necessary.
►Cup Competitions
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 then the general public, utilising the Loyalty Scheme if necessary.
►Returns/Refunds
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 on-line.
Accommodating Away Supporters
►The Club abides by The Premier League regulations governing the allocation of tickets to visiting Clubs and for League and Cup games.The Club offers an area of approximately 1,500 tickets or one of approximately 3,000 tickets 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.
Merchandise
►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.
Community Activities
►The policy statement in relation to this is available on the official website; www.wolves.co.uk
Wolverhampton Wanderers FC
Molineux Stadium
Waterloo Road
Wolverhampton
WV1 4QR
Telephone:0871 222 2220
TicketLine:0871 222 1877
Email: info@wolves.co.uk
Web: www.wolves.co.uk
Community Activities
* The policy statement in relation to this is contained in Schedule 2.
Schedule 1
Equal Opportunities Policy
1. Equality of opportunity means that in none of its activities will Wolverhampton Wanderers Football Club ("the Club") discriminate against, or in any way treat less favourably, any person on the grounds of gender, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:
* Access to tickets and other products such as Club merchandise
* Ability to book corporate or other facilities
* Ability to join membership schemes
* The advertisement of jobs
* The selection of candidates for employment or promotion
* Job location or working environment
* Pay and employment terms and conditions
* Internal training and development activities
* External education activities
* Football development activities
* Selection for representative teams
* Appointments to honorary positions.
2. The Club is an equal opportunities employer. We are committed to equality of opportunity within our own organisation and to encouraging similar commitment from every organisation or individual acting within the game.
3. The Club will not tolerate sexual or racially-based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
4. The Club is committed to confronting and eliminating discrimination whether by reason of gender, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
5. The Club supports The Football Association in its commitment to develop a programme of ongoing training and awareness-raising events/activities in order to promote the eradication of discrimination.
Schedule 2
COMMUNITY DEVELOPMENT PROGRAMME
Wolverhampton Wanderers Football Club's Community Development Programme has been operating since September 1991 and has been developed as a programme which continually addresses local issues and serves the needs of all groups within Wolverhampton.
The ethos of the programme is one of care, support and guidance which it is hoped will continue to identify individuals and groups within the City of Wolverhampton and deliver a range of activities which will truly improve the quality of their lives.
Aims and Objectives
* To develop community relations between Wolverhampton Wanderers Football Club and the people they serve.
* To ensure that a Football and Community Development strategy plan is produced with quantifiable targets.
* A strategic plan will identify the needs within the community, both for development of grass roots football and for substantial links between the Club and the community.
* To expand the already successful Community Development Programme using Wolverhampton Wanderers Football Club as the focal point for the development of community activities, where football is the major activity. Participation and instruction in the game of Association Football will provide benefit to all the community.
* To identify and attempt to meet the needs of specific target groups including:-
* Primary and secondary school children, both boys and girls, ethnic minority groups, teachers, coaches, youth leaders, parents and guardians, senior citizens, disability groups, children and girls and boys at risk.
* Participation in the scheme will be open to all members of the community, irrespective of political belief, nationality, religion, sex, race or colour.
* The programme will be committed to developing a diverse range of community activities that will serve the whole community.
WOLVERHAMPTON WANDERERS COMPETITIONS - TERMS AND CONDITIONS
1. These terms and conditions together with any specific rules set out in Competition Notices (as defined below) are the Competition Rules ("Rules") and apply to competitions on the www.wolves.co.uk website or such other website as Wolves shall, at its discretion, nominate ("Competition" and "Website" respectively), unless otherwise expressly stated. By entering a Competition, entrants agree to be bound by these Rules a copy of which may be obtained by sending a stamped addressed envelope to: Competition Rules, Marketing Department, Wolverhampton Wanderers Football Club, Molineux','height=700, width=900,scrollbars=1,resizable=1,status=1,toolbar=1,location=1')" href="javascript:;">Molineux Stadium, Waterloo Road, Wolverhampton WV1 4QR.
2. Competitions are organised and run by Wolverhampton Wanderers Football Club of Molineux','height=700, width=900,scrollbars=1,resizable=1,status=1,toolbar=1,location=1')" href="javascript:;">Molineux Stadium, Waterloo Road, Wolverhampton WV1 4QR ("Wolves").
3. Rules in relation to a particular Competition are displayed in a notice in the advertisement for such Competition (the "Competition Notice"). In the event of discrepancy between these terms and conditions and the Competition Notice, the Competition Notice shall prevail. In the event of any dispute regarding the Rules, Competition Notice, conduct, results and all other matters relating to a Competition, the decision of Wolves shall be final and no correspondence or discussions shall be entered into.
4. Wolves has the right to cancel or amend the Competition, the Competition Notice or these Rules at any time without prior notice. Any changes will be posted either within the Competition Notice or these Rules.
Qualification and disqualification
5. All entrants to a Competition must be resident in the United Kingdom at the time of entry.
6. By entering the Competition, you hereby warrant that all information submitted by you is true, current and complete and that either you have legal capacity to enter the Competition and agree to the Rules (i.e. that you are of sufficient age and mental capacity and are entitled to be legally bound in contract) or your parents have consented to your entry of the Competition on the basis of these Rules. A minimum age for entry may be stated in the Competition Notice and must be observed.
7. Employees of Wolves or any company involved in the Competition or, if relevant, any advertising agency or web design or hosting company engaged by Wolves (or any associated companies, agents or members of their families or households of the above), are not eligible to enter the Competition.
8. Wolves has the right to verify the eligibility of all entrants using such methods as it shall, acting reasonably, consider necessary.
9. A particular Competition may have its own additional qualification requirements, (such as a valid passport, visas and/or driver"s licence if the Competition prize includes travel outside the United Kingdom and/or car hire).
10. Wolves has the right to disqualify an entrant if it suspects that the entrant has breached any of these terms and conditions.
11. In the event of disqualification, Wolves in its sole discretion may decide whether a replacement contestant should be selected who will be selected on the same criteria as the original entrant and will be subject to these Rules.
Entries
12. There is no purchase requirement to enter a Competition and there is no charge to register on the Website.
13. Only one entry per person per Competition is allowed, any further entries will be disqualified.
14. All entries must be made in the manner and by the closing date specified in the Competition Notice.
15. Where an offer is made for participation in a Competition involving a premium rate telephone call, the Competition Notice will include details of the estimated length of the call and cost, and any other guidance to which Wolves must adhere in compliance with ICSTIS rules. Where entry to a Competition is by premium rate telephone call, entry may also be made by post by writing to: [Name of Competition] Competition, Wolverhampton Wanderers Football Club, Molineux','height=700, width=900,scrollbars=1,resizable=1,status=1,toolbar=1,location=1')" href="javascript:;">Molineux Stadium, Waterloo Road, Wolverhampton WV1 4QR, to be received by the closing date as stated in the Competition Notice.
16. Proof of posting cannot be accepted as proof of delivery.
17. Wolves accepts no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of, or unauthorised access to entries, or entries lost or delayed whether or not arising during operation or transmission as a result of server functions, virus, bugs or other causes outside its control.
18. Wolves will not, unless stated otherwise, return any Competition entries, whether they consist of artistic or other material or not.
Prizes
19. Any claim for a prize must be made in the manner and within the time specified on the Competition Notice. Failure to claim a prize within this time or in the manner specified may result in disqualification and selection of an alternate winner
20. Prize winners will, unless otherwise stated, be chosen at random, from all qualifying entries within 28 days of the closing date of the Competition Notice. Wolves will judge any necessary tie-breakers in cooperation with, if required, an independent adjudicator and their decision shall be final and no correspondence or discussion shall be entered into.
21. All winners will be notified in the manner and within the time specified in the Competition Notice. Return of any prize notification as undeliverable or failure to reply as specified in the notification within the time stated therein may result in disqualification and selection of an alternate winner.
22. If more than one prize is awarded in a particular Competition only one prize per entrant will be awarded.
23. Competition winner(s)' names may be published on the Website and can be obtained by writing to "Competition Prize Winners", Wolverhampton Wanderers Football Club, Molineux','height=700, width=900,scrollbars=1,resizable=1,status=1,toolbar=1,location=1')" href="javascript:;">Molineux Stadium, Waterloo Road, Wolverhampton WV1 4QR when writing you should name the specific competition and include a self-addressed stamped envelope
24. All prizes are awarded at Wolves' discretion and are non-transferable and there is no cash alternative. Wolves reserves the right to substitute one prize for another of equal or greater value at any time.
25. All taxes, insurances, transfers, spending money and other expenses (including meals or personal expenses upgrades etc.) as the case may be in relation to any prize are, unless specifically stated, the sole responsibility of the relevant prize winner.
Intellectual Property
26. In return for Wolves agreeing to consider entrants to the Competition, each entrant hereby assigns to Wolves the complete copyright and all other rights in any entry and any supporting materials other than personal information.
27. You hereby warrant that the information which you submit and/or distribute will not infringe the intellectual property, privacy or any other rights of any third party, and will not contain anything which is libellous, defamatory, obscene, indecent, harassing or threatening. Wolves reserves the right, but not the obligation, to screen, filter and/or monitor information provided by you and to edit, refuse to distribute or remove the same.
Liability
28. Wolves accepts no responsibility for any damage, loss, injury or disappointment suffered by any entrant entering the competition or as a result of accepting any prize. Wolves is not responsible for any problems or technical malfunction of any telephone network or lines, computer on-line systems, servers, or providers, computer equipment, software failure of any email or entry to be received on account of technical problems or traffic congestion on the Internet, telephone lines or at any web site, or any combination thereof, including any injury or damage to entrant's or any other person's computer or mobile telephone related to or resulting from participation or downloading any materials in the Competition. Nothing in these terms or otherwise shall exclude Wolves' liability for death or personal injury as a result of its negligence or for fraud.
Data Protection and Publicity
29. Competition winners may be requested to take part in promotional activity and Wolves reserves the right to use the names and addresses of winners, their photographs and audio and/or visual recordings of them in any publicity.
30. All personal data supplied by entrants will be processed in accordance with the relevant data protection legislation and will not be disclosed to a third party without the individual's prior consent.
Law
31. The Competition and the terms and conditions of this agreement will be governed by English law.
Contact Information
32. You can contact us by writing to Marketing Department, Wolverhampton Wanderers Football Club, Molineux','height=700, width=900,scrollbars=1,resizable=1,status=1,toolbar=1,location=1')" href="javascript:;">Molineux Stadium, Waterloo Road, Wolverhampton WV1 4QR or by email at info@wolves.co.uk. Please mark all correspondence with the name of the Competition to which they relate.
