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.

Mission Statement

At Wolves we are a family. We know who we are and by working as one and playing with passion we can take our proud tradition into our future.

Wolves’ aim is to continually develop a successful football club, which competes at the highest levels of the game - both on and off the pitch. The Club aspires to excellence in all that it does and works in consultation with supporters, customers, staff and players to maintain the highest standards of performance.

Wolves take great pride in their heritage and the strong bond, which exists between the Club and the diverse communities of Wolverhampton and the surrounding area . The Club is committed to delivering a range of community activities via its official charity: Wolves Community Trust. (See the ‘Wolves Community Trust’ section for more details).

CUSTOMER CHARTER

The Club’s promise is to:

 Endeavour to respond to any complaint within a maximum of ten working days either in writing or verbally. It must be recognised that not all complaints can be resolved within this time scale but the club will always attempt to do so.

• If the supporter is unhappy with the initial response, they can refer the matter to the Supporter Liaison Officer and then, finally, the Managing Director. If they remain unhappy they can submit the matter directly to the IFO.

• 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 & Information

Wolves are proud of their long history of consultation with supporters:

• Face-to-face meetings and engagement events with supporters on a regular basis through Wolves Fans Parliament meetings, supporters’ group associations, Youth Parliament and the Wolves Disabled Supporter Association.

• The Club views communication as vital to the strong relationship with its supporters, customers and partners: When the Club makes key policy decisions, they are publicised across all of Wolves’ media channels, including social media, wolves.co.uk and emails direct to opted-in supporters.

• Wolves participate on a number of groups to promote Wolverhampton and the local community, such as: Wolverhampton Business Champions, Economic City Board and the Business Improvement District. The Club also works very closely with key local partners such as the University of Wolverhampton, Wolverhampton College and Wolverhampton City Council.

• Wolves give the earliest possible notice of any changes to the ticketing policy and the reasons for those changes.

• For further information please contact your Supporter Liaison Officer Tracey Randle: traceyrandle@wolves.co.uk.

Ticketing

• Choice and Pricing: Wolves offer a range of different ticketing products and special offers making live football at Molineux both affordable and convenient.

• The Club operates a scheme to enable supporters to pay for season tickets by direct debit. This scheme is available during Early Bird 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. An under 12 season ticket in the Family Area is just £23 or £1 per League Game (admin fee applies).

• 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.

Wolves offer a Family Area for the use of family groups and junior supporters. The Club also has areas specifically designed for disabled supporters, such as the upper and lower level disabled viewing platforms in the Stan Cullis Stand and the Paycare Accessible Lounge, also within the Stan Cullis Stand. 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.

Loyalty Scheme

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.

Cup Competitions

Tickets for home cup competitions are priced dependent upon a number of different factors, including the competition, the round of the cup and the anticipated interest in the game and are allocated to season ticket holders, members and match-to-match supporters, 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.
Admin fees are non-refundable.

Season tickets are non-refundable. Please refer to item 5 in the terms and conditions to be found online at wolves.co.uk.

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.

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 EFL regulations governing the allocation of tickets to visiting Clubs and for League and Cup games. Wolves offer an option of areas and the number of tickets allocated can be up to 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.

• Wolves do not charge admission prices to supporters of a visiting Club which are higher than those applied for Wolves fans in comparable accommodation. In particular, the Club’s 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 detail of the next intended change of kit will be announced at the Wolves Fans Parliament and made available on the web site.

• The Club 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.

Data Protection

Wolves will collect the data of supporters to inform them of important information such as fixture changes, purchase confirmations and from time to time, special offers and promotions. Wolves also grant selected partners and sponsors, the opportunity to contact supporters with their products.

Supporter data will never be handed directly to the partner and the communication will be sent through Wolves. At any time supporters can update their data records and contact preferences to select which information they would like to receive and to opt out or opt in from receiving offers sent on behalf of sponsors and partners. This can be done by emailing fans@wolves.co.uk.

Matchday Hospitality

Wolves’ award winning match day hospitality offering ranges from the relaxed and informal surroundings of WV1 Bar and Grill to the refinement of WV1 Restaurant and the Boardroom, which includes arrival drinks and a bespoke tailored four course menu.

The Club also offers match day sponsorship packages that give customers exclusive behind the scenes access, player and management engagement and for up to ten guests per sponsorship option, fine dining and catering in one of our restaurant facilities. Match day sponsorships include – Main Match, Match Ball and Manager.

Environmental Policy

Wolves are fully committed to continually improving environmental performance across all activities, and will encourage their business partners and members of the wider community to join them in this effort.

The Club trains colleagues in good environmental practice and encourages employee and supporter involvement in environmental action to reduce risks to health or safety hazards for fans, employees and others. The operation and maintenance of company vehicles (where appropriate) will always be with due regard to environmental issues, as far as reasonably practical, and we will encourage the use of alternative means of transport and car sharing as appropriate.

Equality

Wolves strive to maintain a culture of equality and respect, which puts supporters, customers and staff at the heart of everything we do.

Wolves uphold a zero tolerance policy towards any bullying, harassment, or discrimination, either verbal or physical, by visitors to the Stadium or employees. The Club is an equal opportunities employer who is committed to upholding the principles of equality, diversity and human rights. If you see, hear, or are the victim of racial, homophobic or disability abuse call Kick it Out: 0800 169 9414.

Child & Vulnerable Adult Safeguarding

Wolves take very seriously their responsibility to protect those children and vulnerable adults, who come into contact with the Club. If you have any questions regarding child & vulnerable adult safeguarding at Wolves, then please contact Paul Richards, Club Safeguarding Services Manager.

Wolves Community Trust

Wolves Community Trust are the Club’s registered charity, supporting Wolverhampton and the surrounding area via a number of projects and initiatives based on five core themes: Community Sports, Health, Education & Enterprise, Inclusion and, via Wolves Aid, Community Donations.

Wolves Community Trust works hand-in-hand with key partners such as: Wolverhampton’s Public Health Team, West Midlands Police, University of Wolverhampton, Wolverhampton College and the Premier League and the EFL. Visit wolvescommunitytrust.org.uk for more information.

For Further Assistance

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