Hull City Tigers

SUPPORTERS CHARTER & SUPPORTER LIAISON

The Hull City Customer Charter is available to view at the main KCOM Stadium reception and the Tiger Leisure store at the KCOM Stadium.

Customer Service

Helping Us To Help You

The Club actively welcomes feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer.

Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the Club with any suggestion or feedback of a positive nature please contact our Supporter Liaison Officer (SLO) on the following email address: [email protected]

Complaints Policy

We welcome the information and feedback from supporters, which has enabled the Club to improve the quality of service provided. We recognise the value in complaints and will accept the complaint openly. A complaint is seen as an opportunity to review and evaluate the service we deliver. Supporters should have confidence that complaints will be dealt with confidentially with no detrimental treatment to the complainant. Information from complaints made by children/vulnerable adults will be reviewed on a six-monthly basis by the Head of Safeguarding & Equality with a view to identifying themes/recommendations for change to be reported to the Board.

How to make a complaint?

If for any reason you feel that you have been treated unfairly or are unhappy with our service and would like to make a complaint you can call our Sales Centre on 01482 358418 and we will attempt to resolve the issue in the first instance.

If a complaint is in relation to a member of the Stadium Management Team, a match day and/or disabled access or Parking, please email Ann Holland our Supporter Liaison Officer: [email protected].

Any complaint in relation to amendments made to terms & conditions of Membership in preparation for future seasons can be sent to [email protected]. Please be reminded that all Memberships form part of an ongoing agreement in which is a rolling monthly contract. If you wish to cancel, a two-month notice period must be given in writing. Full terms and conditions regarding Membership can be found on our Official Website or by clicking here.

Any complaints regarding tickets or sales can be emailed to [email protected].

Alternatively, you can contact us by writing to Complaints, Hull City, KCOM Stadium, West Park, Hull, HU3 6HU.

Please provide a full description of the complaint, along with your full name, full postal address/e-mail address, membership number where applicable and what you would like us to do to resolve the issue. In order to receive a full response regarding your query or complaint, you must contact the Club via the above process.

What happens next?

We will aim to respond to all complaints sent via email within 5 working days. For complaint letters, we will aim to respond within 10 working days. We will aim at all times to treat everyone fairly within our complaints handling process and will ensure all views are heard and taken into consideration in a balanced way. If it is not possible to give a reply within this time (for example, if your complaint requires more detailed investigation) we will tell you what is being done and when you can expect a full response. We’ll make every effort to attempt to resolve your complaint within a day of receiving it. If the complaint is not resolved to the customer’s satisfaction, it can be escalated to Vicky Beercock (Head of Marketing and Communications) for the final Club decision and we will respond within 28 days of receipt of the complaint.

If a supporter feels that his or her complaint has not been dealt with appropriately they have recourse to The Independent Football Ombudsman, who can be contacted via phone on 0800 588 4066, or via mail at: The Independent Football Ombudsman, Suite 49, 57 Great George Street, Leeds, LS1 3AJ, or via email: [email protected]

Complaints procedure

1. In the first instance, complaints must be made over the telephone or in writing as determined by the customer.

2. The staff member receiving the initial complaint over the telephone will attempt to resolve the issue in the first instance. If this does not resolve the issue for the customer, the customer will be asked to put the complaint in writing and escalate to Ann Holland, Support Liaison Officer.

3. The complaint is recorded in the Complaints Log and forwarded on to the relevant department.

4. Initial investigation completed, response and decision determined by the relevant department.

5. Written response with outcome and resolution of complaint sent to the customer by post or email.

6. If the issue is still not resolved to the customer’s satisfaction, the customer can raise the issue with the relevant department manager.

7. The Manager will further investigate and prepare a response to the complainant and a report within 28 days of receipt of the complaint.

8. All complaint responses and outcomes should be recorded in the complaints log at each stage of the complaints process.

Staff Conduct

The Club is committed to confront and eliminate discrimination whether by reason of gender, marital status, social class, race, ethnic origin, creed, religion or disability.

The Club is an equal opportunities employer and undertakes to fulfil its social responsibility towards its employees and the communities in which it operates.

In this area, it recognises its obligations under the Race Relations Act, the Sex Discrimination Act, the Equal Payments Act and the Equality Act 2010.

The Club will review periodically its selection criteria and procedures to maintain a system where individuals are selected, promoted and treated solely on the basis of their merits and abilities, which are appropriate to the job.

The Club will seek to give all employees equal opportunities and encouragement to progress within the organisation and will provide facilities for any employee who believes that inequitable treatment has been applied to him or her to raise the matter through the appropriate grievance procedure.

The Club will not tolerate sexual or racially based harassment or other discriminatory behaviours, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

Fan Engagement

The Club encourages dialogue with its supporters on a regular basis.

Supporters’ Committee

The Club holds a Supporters’ Committee that represents all of the major constituencies amongst our supporter base. Two supporters from each stand are chosen, once a year, to represent the fans views on the committee alongside representatives from major supporter groups. The Supporters’ Committee meets twice a year.

The Club utilises its matchday programme, its official website information service and social media to publicise its position on major policy issues and to update supporters on a regular basis as to activities within the Club.

The Club also issues regular press releases to the local and national media to keep supporters fully informed.

The Club continues to develop ways of consulting with shareholders, sponsors, the local authority and other interested parties to ensure that the best interests of the football club and the local community are served.

The Club gives the earliest possible notice to its supporters of any changes to its ticketing policy, together with the reasons for any such change.

Supporter Liaison Officer

A message from our Supporter Liaison Officer, Ann Holland.

“I am available at the Club Monday to Friday and at home matches for any supporter-based issues that may arise. As a supporter of many years myself, I am always happy to discuss anything with fellow supporters and any queries/complaints should be brought to my attention.

If you would like to complain about anything that you have noticed at the Club, or simply to enquire regarding prices or match arrangements please give me a call.

We offer excellent facilities for supporters at the KCOM Stadium, which should enable all of us to get the most out of supporting our team. However, with continued feedback through fellow supporters, we can continuously improve the service that we offer.

Please keep in touch, as your feedback is always appreciated.

I can be contacted on (01482) 358303 or via email at [email protected]

Ticketing:

Pricing

The Club constantly reviews its ticketing policies annually.

The Club operates a scheme for supporters to pay for Memberships by monthly instalments.

Allocation

The Club will always ensure that, whichever division of the League it plays in, a minimum of 5% of tickets for each game are made available to non-Members.

The Club provides facilities for disabled supporters and their carers in all areas of the stadium. Special stewarding is provided and limited car parking is made available by prior arrangement. Ann Holland can be contacted at the football club for details of our disabled facilities.

The Club does not sell restricted view seats except in cases where a capacity crowd is expected.

In such cases, restricted view seats will be sold only after all other seats have been allocated.

Away Matches

For all-ticket away fixtures, tickets will be allocated on the following basis, with restrictions on the number of tickets available to each supporter dependent on the total allocation of tickets to the Club: –

1st priority – Members

2nd priority – General sale.

The ticket prices, including concessions for away games, are determined solely by the home club.

Cup Competitions

Tickets for home cup-ties will, in normal circumstances, be at the same prices as those charged for League games. On rare occasions, however, there may be instances when prices are increased or decreased according to the level of importance of the game. In such cases, advance notice will be given together with the reasons for the decision.

In all cases, ticket allocation will be as set out in “away matches” above.

Returns/Refunds

A refund can be issued if a match is rearranged before kick-off. Alternatively, ticket holders should retain their ticket counterfoils and will be entitled to free admission to the rearranged game. Details of how tickets can be obtained for the rearranged game will be announced in the local media. If the match is abandoned after kick-off spectators will be entitled to half price admission to the rearranged game. Again, ticket holders should retain their ticket counterfoils and see the local media for ticket sale details for a rearranged fixture. Match tickets are non-refundable in all other circumstances.

Away Supporters

The Club abides by the Football League and Football Association regulations governing the allocation of tickets to visiting clubs.

The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation.

Merchandise

In recent years the Club has changed the design of its replica strip on an annual basis.

Whilst recognising that some supporters may question this policy, the Club must also take into account the demand from many other supporters who consider that replica kits are now a major item of leisure wear and wish to purchase up-to-date designs, especially with regard to children who rapidly outgrow and out-use such kits.

Details of the next intended change of kits are available on our Official Website.

The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strips.

The Club offers refunds on merchandise in accordance with its normal legal obligations.

Community Activities

The Club is very active in the local community and operates a Football and Community Project on a full-time basis.

This Project involves such activities as: –

Schools football coaching, Saturday Club, Learning Through Football Educational Scheme, girls football, disability development programmes, visits to other league grounds, penalty competitions, school visits, player participation, anti-smoking and anti-drug campaigns, and clean air campaigns.

The Club is dedicated to helping the local community and we appreciate that a football club has a great opportunity to benefit charities in our region. Our Official Charity Partners for the 2019/20 season are the Tigers Trust and WWF.

For more than a quarter of a century, the Tigers Trust has been a recognised provider of Sport and Education, within the Hull and East Riding. The projects the Tigers Trust run aim to produce positive outcomes in these areas: Health and Well-being, Education and Employability, and Crime and Anti-Social Behaviour. They also deliver a wide range of Disability Sport projects for all ages and abilities.

The Club was very pleased to announce a ground-breaking partnership with WWF in 2017, one of the world’s leading conservation charities. This partnership will see the Club contribute towards WWF’s campaign to help double the number of wild tigers by 2022.

The Club will raise funds and awareness through a variety of activities, including a designated WWF fixture and retail merchandise. We have also introduced a small charge on print at home tickets and car parking on matchdays to encourage people to make greener choices.

The Club is committed to working very closely with the local community and recognises the important role it has to play in this context.

Safeguarding

Any individual who has concerns related to safeguarding are advised to contact a Steward on matchdays or any member of Club staff at any other provision without delay. Individuals may also directly contact the Club Safeguarding team – contact numbers are available on our Official Website and by clicking here.

The Club’s Safeguarding Policy can be viewed by clicking here.

Behaviour at the KCOM Stadium

When you attend a match at the KCOM Stadium you must behave in accordance with the Ground Regulations and the Club’s condition of issue of home tickets and Memberships.

Failure to comply with any of these terms could result in ejection from the stadium and, in some cases, a ban from the KCOM Stadium.

Where the behaviour may be a criminal matter, the Club will fully support the police in their enquiries and any subsequent prosecution.

No Smoking Policy

Hull City / SuperStadium Management Company operates a strict no smoking policy. Smoking is not allowed in any area within the KCOM Stadium. Five minutes before half time, supporters may exit the stand to smoke outside to return no later than five minutes after the match restarts. Electronic cigarettes are not allowed in the stadium.

A full copy of our ground regulations can be found on our Official Website and by clicking here.

Disabled Supporters

The Club’s Disability Liaison Officer is Ann Holland, who is on hand 9am-5pm five days a week to deal with any queries you may have.

She can be contacted on (01482) 358303 or via email at [email protected]

Facilities

The KCOM Stadium has good facilities for disabled supporters and provides 150 spaces for wheelchair users and their helpers.

Guide Dogs and Assistance Dogs are welcome at the KCOM Stadium and it would be helpful if you would contact Ann Holland [email protected] in advance of the game to enable arrangements to be made.

Headsets are available for visually impaired supporters. However, there are no hearing loops at the KCOM Stadium. Ear defenders are available on request.

Disabled toilets are available, however not Radar key operated.

Turnstiles open 90 minutes before the stated time of the match.

Ticketing

Disabled Supporters Memberships

The Club offer the opportunity for a carer/personal assistant to attend alongside a disabled supporter free of charge, provided the disabled supporter is in receipt of one of the following:

  • Middle or higher rate of the Disability Living Allowance (mobility or care component)
  • Enhanced rate of mobility component of the Personal Independence Payment

The disabled supporter must provide a copy of the Disability Living Allowance or Personal Independence Payment as proof.

Disabled supporters wishing to attend games on a match-by-match basis will pay the full appropriate admission charge according to age and the stand for which the application is made, with a carer/personal assistant admitted free of charge subject to the above criteria being met.

If the disabled supporter cannot attend a match, the carer must purchase a match ticket in order to attend.

The above also applies to away supporters. Appropriate proof of disability must be included if applying in advance to the KCOM Stadium ticket office or on the date of the game at the turnstile entry point. We advise away supporters to book their tickets in advance of the fixture date.

Parking

Home Disabled Supporters: Parking is available on the Walton Street Car Park, which is adjacent to the KCOM Stadium. There is a designated parking area for Blue Badge holders, and parking is free of charge.

Visiting Disabled Supporters: Parking is available on the Walton Street Car Park, which is adjacent to the KCOM Stadium. There is a designated parking area for Blue Badge holders, and parking is free of charge. There are also a limited number of spaces available within the area where away supporter coaches park, applications must be made by telephone or email to Ann Holland at least 48 hours before the game.

For further information, please contact Ann on (01482) 358303 or send an email to [email protected] 

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