Supporter Services

Supporter & Customer Services

Wolves are committed to delivering an excellent supporter and customer service, however, inevitably, there are occasions when fans are not satisfied and wish to make a complaint. In this event, supporters should email customerservices@wolves.co.uk.

Wolves are committed to delivering an excellent supporter and customer service, however, inevitably, there are occasions when fans are not satisfied and wish to make a complaint. In this event, supporters should email customerservices@wolves.co.uk.

We are Wolves. Progressive, determined, bright, unified and humble. A pack that is hungry for success. Wolves is one of the fastest growing professional football clubs in the UK, and also boasts one of the richest histories in the beautiful game.

Formed in 1877, Wolves was a founder member of the Football League, and was one of the country’s most successful sides in the fifties and sixties. During a two decade spell the Black Country’s most decorated side won three First Division titles and one of its four FA Cups.

After a sensational 2017/18 season which saw Wolves clinch the Sky Bet Championship trophy and promotion to the Premier League, the club is now embarking on its first season in the top flight for seven years. But at Wolves it is all about what we will do, not what we have done.

We don’t simply look to the future, we seize it.

Supporter services

The Wolves Supporter Services team aim to deliver the highest level of service possible. We are proud of our relationship with fans and it is our mission to continue to interact to ensure we are delivering the best fan experience possible. We believe communication is a key factor in delivering what we want to achieve whether that be by making sure fans are updated with the latest news and information or by giving fans instant access to information that they may find useful.

Complaints

We are committed to delivering excellent supporter service but inevitably there are occasions where fans are not satisfied. On these occasions we will do our best to put things right as soon as possible. We advise supporters to call the relevant department when convenient as most problems can be resolved straight away. If your problem can’t be resolved immediately we will stay in touch until it is.

If you would still like to make a complaint we would ask you to contact the Wolves Help team in writing with full details of the problem. You can email customerservices@wolves.co.uk or write to Supporter Services, Wolverhampton Wanderers FC, Molineux Stadium, Waterloo Road, Wolverhampton, WV1 4QR.

We will endeavour to settle any complaint within 10 working days of receipt. On some occasions this may not be possible however should this be the case we will advise you of a likely timescale and keep you updated throughout.

If you are unhappy with the initial response the matter can then be referred to the Supporter Liaison Officer (SLO) where everything that has happened so far will be reviewed and a conclusive response will be provided explaining the final position.

At this stage we hope that there won’t be a need to escalate the matter further. However, if after following the complaints procedure you are not satisfied with the outcome you can pass your complaint on to the Independent Football Ombudsman www.ifo.co.uk.

Consultation & Information

We are proud of our long history of consultation with supporters and it is our commitment to continue to listen to supporters. We will continue to hold face to face meetings and engagement events with supporters through Wolves Fans Parliament meetings, supporters group associations, Junior Fans Parliament and the Wolves Disabled Supporters Association

We view communication as vital part of our strong relationship with supporters. When we make key policy decisions they are publicised across all our media channels including the official website, official app, social media and emails to opted in supporters

The club regularly uses a number of social media channels to communicate with supporters. We have a number of official twitter accounts @Wolves, @WolvesAcademy and @WolvesWomen Supporters can also follow the club on Facebook, Instagram and SnapChat. For overseas supporters we have a Spanish language twitter account @WolvesESPANOL and a Portuguese language account @WolvesPRT

We will continue to engage with overseas supporters with the launch of Worldwide Wolves. More information can be found at https://www.wolves.co.uk/fans/supporter-clubs/.

Ticketing

All match ticket information, including details of pricing and selling criteria, will be updated on a regular basis and made available via the official website. In addition, information will also be available from the Ticket Office, our matchday programme, e-mail and social media sites.

A brief summary of the Club’s ticket policy can be found below:

Tickets will be available to purchase in person at the ticket office, over the phone on 0371 222 1877 and online at tickets.wolves.co.uk.

All tickets are to be purchased by Wolves fans only and located in home supporter areas. The Club does not sell tickets to visiting supporters and there is no neutral supporter area.

Concessionary prices will be made to available to senior citizens aged 65 and over, junior supporters under the age of 17 and junior supporters under the age of 12 when accompanied by a full paying adult. A concessionary price will be offered to supporters under the age of 21 with an active membership. All concessions are subject to proof of age.

It is the responsibility of the supporter to ensure that anyone using their season ticket or match ticket is aware of the Ground Regulations.

The Ticket Office is open 10am to 5pm Monday to Friday, 9am – 1pm non matchday Saturdays and 9am until kick off on home matchdays.

The club operates a Loyalty Scheme which is utilised to sell tickets for fixtures where anticipated demand for tickets is high. The loyalty scheme will be in operation for all home and away league fixtures in the 2018/19 season. More information on the loyalty scheme can be found here.

Ticket bundles and discounts may be offered to MyWolves, Young Wolves and #Wolfpack Members from time to time.

Concessionary tickets must be upgraded when being used by a supporter within a different age band.

When a disabled supporter is unable to attend a match, the Personal Assistant must upgrade their ticket.

Under 14s are not allowed in the stadium without being accompanied by an adult (over 18).

Pricing

Prices vary based on the location within the stadium and the age that you will be when the match is played. Tickets in the visiting supporter section will be price-matched for those in comparable home areas of the stadium. Tickets for Domestic Cup home matches will be priced dependant on a number of different factors,.

Away match tickets are capped at £30 for qualifying supporters.

Family Area

Children are welcome in all areas of Molineux, however the Club has reserved the Billy Wright stand lower tier for the sale of tickets to family groups and junior supporters. This area is for home supporters only and when purchasing tickets for this area, a group must include one junior (Under 18) to a maximum of 2 adults (Over 18). We reserve the right to adjust the qualifying sales criteria at any time, for example mid-week cup matches.

Matchday

Matchday is the highlight of the week and Wolves strive to deliver to the best possible matchday experience at Molineux for all supporters. The club will continually monitor all areas of the supporters journey to ensure a high standard is delivered for every game.

Please click here for our home supporters matchday guide.

Please click here for our visiting supporters matchday guide.

The club offer a number of seasonal, match to match and hospitality car parks available and continue to asses new options to increase car parking capacity due to high demand.

Wolves offer a wide range of hot and cold beverage options inside the ground. The club ensure to offer child friendly options and also meal deal offers. In addition to concourse kiosks supporters can gain access to The North Bank bar which is members only bar which is open pre and post game. Junior supporters can visit the junior fan zone Wolfies den and disabled supporters can access the Rachel Heyhoe Flint Lounge for refreshments prior to the game.

The club’s friendly stewards and here to help will be located around Molineux and surrounding areas to assist supporters as they make their way to and from the game

Visiting supporters will be allocated a maximum of 3000 tickets as per Premier League regulations and sales of those tickets will be managed by the visiting club. Visiting supporters will be located in the Steve Bull stand lower tier unless a decision is made prior to the game to receive a smaller allocation, in these occasions visiting fans will be located in the Stan Cullis quadrant. In the instance of the visiting team requesting a full 15% of capacity as per cup rules, the visiting fans will be located in both The Steve Bull lower and Stan Cullis quadrant subject to agreement by a number of parties. Visiting supporters will be charge a maximum of £30 for Premier league tickets and concessionary rates will be offered in line with home supporters.

Away match tickets will be sold using the Loyalty Scheme. The club will arrange supporter coaches to transport fans to all first team away fixtures. Coaches will be stewarded so fans can be assured they will be travelling in a friendly and safe environment. Travel tickets can be purchased online and through the ticket office.

Feedback on matchday experience is always valued and we would love to hear from you by emailing customerservices@wolves.co.uk

Safety

Wolves strive to create a positive, safe and friendly atmosphere that is welcoming to supporters of all ages and backgrounds. Our ground regulations and acceptable behaviour policy can be found here https://www.wolves.co.uk/club/policies/.

Accessibility

Wolves are committed to providing services and facilities for supporters with disabilities. Information on the clubs accessibility facilities can be found here https://www.wolves.co.uk/fans/disabled-supporters/.

Please click here for our Access Guide.

The independent Access Guide compiled by AccessAble can be found here https://www.accessable.co.uk/organisations/wolverhampton-wanderers-football-club.

Merchandise

Mail Order

We have several hundred products for you to buy, all of which are official club merchandise, and available to you 24 hours a day, 7 days a week via the clubs online megastore. Our aim is to make sure that ordering items from Wolverhampton Wanderers Online megastore is as easy as possible.

Wolves has made every effort to reproduce colours in the online store as accurately as possible. However, different computers reproduce colours in slightly different ways, and so exact colour matches are not yet possible over the internet. This means that when you order products from the online store, colours may differ from what you see on the screen. If you are not satisfied with the colour of the product you have ordered, we operate a returns policy with details available online at www.wolves.co.uk/shop.

Molineux Megastore

If you prefer to shop in person you can do so at the Wolves Megastore located at Molineux stadium. The Megastore opens 9am – 5pm Monday to Fri and Sunday 10am – 4pm. The Megastore will operate extended hours on all home matchdays.

Adidas

At the start of the 2018/19 season Wolves were delighted to announce a new four-year partnership with Adidas, which saw the global sportswear giant become the club’s Official Technical Kit Supplier.

Privacy

Wolves respects your privacy and is committed to protecting your personal data. The clubs privacy notice was created to inform supporters as to how we look after their personal data and tell them about their privacy rights and how the law protects them.

It is important that supporters read this privacy notice together with any other privacy notice or fair processing notice the club may provide on specific occasions when we are collecting or processing personal data about them so that they are fully aware of how and why we are using their data.

The full privacy policy can be viewed at www.wolves.co.uk/club/policies/privacy-policy. There is also an option to download the policy in PDF format.

We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the DPO using the details set out below.

Full name of legal entity: Wolverhampton Wanderers Football Club Limited

Name or title of DPO: Matt Wild, Club Secretary

Email address: DPO@wolves.co.uk

Postal address: DPO, Wolverhampton Wanderers Football Club, 67 Waterloo Rd, Wolverhampton WV1 4QR.

Hospitality

Our award winning hospitality offers you the flexibility and choice to experience the match you want in the way you want it. Hospitality packages are available to purchase on a seasonal basis or for a one-off game, at a fixture of your choice.

Whether you prefer the Champagne and five course option of our Boardroom or the more relaxed style of WV1 Bar, you don’t just get 90 minutes of football, you get a winning combination that makes for one epic day out at Molineux Stadium.

Maybe it’s a gift, a special treat for yourself, a celebration, or a way to impress important business contacts, matchday hospitality at Wolverhampton Wanderers is an experience you will never forget.

Sponsorship

Wolves offer matchday sponsorship packages that gives customers exclusive behind the scenes access, player and management engagement, fine dining and catering in one of the clubs restaurant facilities.

Advertising Opportunities

Whether you're looking to promote your brand to the Molineux faithful or a global audience of millions, we have a number of advertising opportunities to promote your business or product.

Events

Wolves are not just about football. The club also hold a variety of events throughout the year for businesses to entertain or friends to enjoy a night out.

Venue Hire

Accommodating up to 500 guests, Molineux is and ideal venue to host your conference or exhibition. For hosting smaller events the stadium has a number of options perfect for meetings, seminars and team building.

For more information please visit www.wolves.co.uk/business.

Equality

The aim of the Equality Policy is to promote our own equality objectives  and in doing so, help to ensure everyone is treated fairly and with respect. The Club's commitment is to promote inclusion and to confront and eliminate discrimination. The policy can be found here.

Safeguarding 

Wolverhampton Wanders Football Club recognises and fully accepts it has a shared responsibility for the safety of all children and young people who come into contact with the Club.

A “Child” is defined as anyone under the age of 18.

The club has embedded a culture of promoting the legal and moral responsibility to protect children by ensuring every adult working at Wolverhampton Wanderers understands their individual responsibility. All staff must safeguard the welfare of children and young people by creating and maintaining an environment that protects them from harm. All staff have received the appropriate training in relation to the well-being of children and vulnerable adults.

The football club has a comprehensive range of safeguarding policies and procedures that identify best practice for all staff. All of the clubs activities fall in line with the rules and guidance of the Football Association and the Children Act 1989.

The wellbeing of children and young people is paramount for all staff and accordingly, they must make themselves aware of the Club’s Safeguarding Children Policy. Where appropriate, the following guidelines will be supplemented by in-service training and additional guidance.

Reporting Your Concern

Safeguarding is everyone’s responsibility and club personnel have a duty to safeguard the welfare of children and vulnerable adults. Wolverhampton Wanderers Football Club has a number of people trained and ready to deal with matters of abuse, harassment or bullying involving vulnerable people.

If you have a concern about the safety or welfare of a child or vulnerable adult, you can speak to the following people:

  • A member of staff
  • The person in charge of the activity
  • The Safeguarding Officer

To view the full clubs safeguarding policy in full please visit www.wolves.co.uk/club/policies.

Wolves Foundation

Wolves’ official charity has changed its name to Wolverhampton Wanderers Foundation.

After wide consultation with fans, staff, partners and the Premier League, the decision was confirmed by the board of trustees in July 2018, meaning that the club’s registered charity would change from Wolves Community Trust to Wolverhampton Wanderers Foundation.

Wolverhampton Wanderers Foundation began operation as Wolves in the Community in 1991 and moved to a registered charity in 2008 as Wolves Community Trust. The original ‘Football in the Community’ schemes started as a PFA pilot in 1986 at six north west clubs to support local communities while providing employment for ex-players.

The schemes grew in popularity, as did their objectives, and are now firmly established as an essential component of the modern-day football club, identifying football’s contribution to social responsibility.

Their growth has been helped by widespread investment, predominantly from the Premier League, and the continuous development of operating standards driven through football authorities.

Last season’s successes include:

  • Delivering over 30 unique projects of work
  • Engaging participants aged from 4-93
  • 94,000 contact hours in primary schools
  • Offering pathways into sport to over 500 participants with disabilities
  • Staff and volunteers gaining over 100 qualifications and accreditations
  • Delivering type 2 diabetes education programme to 184 people
  • Supporting 250 boys and girls making progressions in the Wolves Player Pathway

The vision is simple - for children, young people and adults within our community to be healthy, active, confident and able to determine and achieve their own aspirations.

The mission - to enhance people’s lives by using the unique strength of Wolverhampton Wanderers Football Club to engage, enable and empower people.

This work also forms part of the Fosun CSR network, supporting the owners’ desires to be a leading organisation for the development and delivery of Corporate Social Responsibility amongst its network of companies

Charity

Every week the club receive many requests for signed items / merchandise and gifts to be donated to charities and notable causes however, we cannot fulfil every request. Therefore, Wolves have implemented a policy in order for fans to see if they meet the criteria set for obtaining a charitable donation.

Charitable donations are an important part of Wolves Football Club’s community efforts. Since 2008, Wolves Aid has donated over £900,000 to 93 charities and community groups who meet criteria. Wolves is proud to say that Wolves Aid is unique in football and is the largest charity of its type in the game.

The following are the criteria upon which applications will be accepted.

  • Priority given to charities and recognised community groups based in Wolverhampton and the surrounding areas.
  • Only registered charities and those without political affiliation.

National Charities such as Comic Relief will be supported directly by the Club where and when applicable in lieu of individual donation requests.

We are unable to accept personal items for signing.

If you are a local junior football team, charity, school or community group, every six months Wolves conduct a draw for signed items.

Please note Wolves will only contact successful applicants.

Details on how to apply can be found at www.wolves.co.uk/club/charity-donations.

For Further Assistance

For further information please contact your Supporter Liaison Officer Dave Wood: davewood@wolves.co.uk.

Following recent Government changes relating to the 2015 Alternative Dispute Consumer Regulations, the IFO sought accreditation as a certified Alternative Dispute Resolution (ADR) body, to ensure both its Ombudsman status and role within football’s complaint system was retained. In February 2016 the IFO was formally recognised as an approved ADR body.

With effect from 1st July 2016, The IFO’s ADR status will mean a change to the current football complaints process. Formerly any supporter whose complaint could not be resolved at club stage would then have been advised to contact the relevant governing body (e.g. EFL). Should the EFL have been unable to assist in establishing a resolution, the complainant had the right to refer the complaint to the IFO.

Under the new ADR system, supporters can refer any complaints straight from club to IFO stage, removing the requirement for a formal governing body stage. The IFO has confirmed that, should it consider a complaint warrants further investigation, it will still then seek information from the relevant football governing body concerned in considering any potential adjudication.

The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ.

Email: contact@theifo.co.uk | Telephone: 0800 588 4066