Mission Statement
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, Success.
Wolves takes great pride in its heritage and the strong bond, which exists between the Club and the people of Wolverhampton. Wolves is committed to developing a diverse range 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.
SUPPORTER/CUSTOMER CHARTER
Customer Service
► Supporters can contact the club by emailing customerservices@wolves.co.uk
► Supporters wishing to submit an official complaint must complete the following form and return it to main reception. Click here for a copy of the form
► 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 online.
Click here to view Season Ticket Terms and Conditions
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
