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Rams Squad Membership for Loss of Business Opportunity; Children Aged 2 to 12 Which Offers a Range of Other There Is a Postal Fee of £1 Per Transaction

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Rams Squad Membership for Loss of Business Opportunity; Children Aged 2 to 12 Which Offers a Range of Other There Is a Postal Fee of £1 Per Transaction SUPPORTER CHARTER. I Contents Introduction Welcome to the 2020/21 edition of the Derby County Introduction 1 Gay football supporters network 17 Football Club Supporter Charter, in which we explain Mission Statement 2 Equality & human rights commission 17 many of our policies and procedures which affect you as a supporter. First class customer service 2 Level playing field 17 Increased supporter engagement on matchdays 2 Disability information 18 Contained within this document we will detail how we Continued consultation with supporters 2 Access Guide for Supporters/ 18 will meet the objectives of our Charter throughout the Personal Assistant / season in relation to many aspects of the business. Increased digital presence at the football club 2 Requesting a Personal Assistant From ticketing, to supporter consultation, equality and Community engagement 2 Essential Companion Ticket 18 facilities. Customer service 4 The Role Of A Personal Assistant / Supporter Liaison Officer 4 At Derby County we are extremely proud of our heritage Essential Companion 19 and rich history. Yet firmly focused on the future. We Our complaints policy 5 Young Carers 19 recognise the special relationship the Club has with Staff conduct 6 What Happens If You Lose Your Support 20 its supporters and we will strive to add value and Equal opportunities 6 deliver exceptional service at every touch point. We Abusing The System 20 will provide a safe and comfortable environment for Ticketing information and policies 7 Season Tickets & Match-day Tickets 20 people to support our team and work with purpose to be Data protection policy 9 Ambulant Supporters 21 inclusive and a football club for all people. Stadium plan, location and directions 10 Wheelchair Users 21 Stadium seating plan 10 This charter is designed to be informative; equipping Temporary Mobility Restrictions 21 supporters with an overview of our operations, key Location map 11 Blind/Partially Sighted Supporters communication points and sign-posting individuals to Travel Information 12 & Deaf/Hard Of Hearing Supporters. 21 further information or relevant contacts where this Matchday car parking 12 may be required. Assistance Dogs 21 Matchday buses 12 Accessible Toilets 21 Matchday trains 12 Car Parking 22 Important information for all visitors to Pride Park Stadium 13 Seasonal Car Park Passes 22 Non-permitted items within the stadium 13 Match by Match 22 Smoking policy 13 Car Parking - Away Disabled Supporters 23 Standing policy 13 Catering Facilities 23 Foul and abusive language 13 Steward Training 23 Supporter consultation & Social media 14 Charitable support 24 Merchandise 15 Derby County Community Trust 25 Equality and Diversity 16 Vision 25 Declaration against discrimination 16 Purpose 25 Useful links 17 Matchday hospitality 26 Kick it out 17 Conference and events 26 Show racism the red card 17 Environmental policy 27 Safeguarding 27 01 Mission Statement • We are inclusive and a Club for all people SEPTEMBER JANUARY 5 Barrow AFC (Carabao Cup 1) 2 Sheffield Wednesday • We are proud of our heritage, yet focused firmly on the future 12 Reading 6 Carabao Cup SF 16 Carabao Cup 2 9 Emirates FA Cup 3 • We support our local community passionately 19 Luton Town 16 Rotherham United 23 Carabao Cup 3 19 AFC Bournemouth • We recognise our supporters are what makes this Club so special 26 Blackburn Rovers 23 QPR (Emirates FA Cup 4) • We will provide a safe and comfortable environment to support the team 30 Carabao Cup 4 30 Bristol City • We strive to add value at every touch point with the Club OCTOBER FEBRUARY 3 Norwich City 6 Barnsley • Together, WE ARE DERBY! 16 Watford 10 Emirates FA Cup 5 20 Huddersfield Town 13 Middlesbrough 23 Nottingham Forest 16 Wycombe Wanderers 28 Cardiff City 20 Watford 31 AFC Bournemouth 23 Huddersfield Town 27 Nottingham Forest NOVEMBER 28 Carabao Cup Final 4 QPR 7 Barnsley MARCH 21 Bristol City 2 Cardiff City 25 Middlesbrough 6 Coventry City 28 Wycombe Wanderers 13 Millwall 16 Brentford DECEMBER 20 Stoke City (Emirates FA Cup QF) 1 Coventry City 5 Millwall APRIL 9 Brentford 2 Luton Town 12 Stoke City 5 Reading 16 Swansea City 10 Norwich City 19 Rotherham United 17 Blackburn Rovers (Emirates FA Cup SF) 23 Carabao Cup 5 20 Preston North End 26 Preston North End 24 Birmingham City 29 Birmingham City MAY 1 Swansea City 8 Sheffield Wednesday 15 Emirates FA Cup Final Home Fixtures in Black. Away Fixtures in Green. Cup Fixtures in Grey. © Fixtures are subject to change. Compiled in association with Atos. Customer Service Our Complaints Policy Whilst we pride ourselves on our high standards, we If you are not satisfied with the response to your DEPARTMENT TELEPHONE EXTENSION EMAIL encourage feedback from our supporters if they feel complaint, you may contact the Independent Football that we have failed to deliver against the standards Ombudsman (IFO). Please note that the IFO has no Ticketing 0871 472 1884 Option 1 [email protected] and service levels that we set ourselves, so that we can authority to deal with any complaints until you have continuously improve. contacted the club. Merchandise/Megastore 0871 472 1884 Option 2 [email protected] COMPLAINTS SHOULD BE MADE The Independent IN WRITING TO EITHER: Football Ombudsman, Stadium / Matchday 0871 472 1884 Option 0 [email protected] Suite 49, 57 Great George Street, Supporter Liaison Officer at Pride Park Stadium, Leeds, LS1 3AJ. Hospitality 0871 472 1884 Option 3 [email protected] Pride Park, Derby, DE24 8XL Email: [email protected] Email: [email protected] Derby County 0871 472 1884 Option 5 [email protected] To view our full complaints policy please visit our Community Trust Please state valid contact information and contact website: https://www.dcfc.co.uk/media/get/2.13%20 name for a response. Complaints%20Policy-2.pdf General Enquiries 0871 472 1884 Option 0 [email protected] The Club will seek to respond to all complaints in the first instant within 14 working days of receipt, and thereafter Complaints will be subject to internal Supporter Liaison Officer investigations (if necessary). The Club’s Supporter Liaison Officer is Angela Allen. Angela can be contacted in the following ways: The role of the Supporter Liaison Officer is to act as a point of contact for supporters but also to deliver the Club’s policy with regards to its stakeholders and Angela Allen to liaise with the club’s management with regard to Supporter Liaison Officer supporter issues. Derby County Football Club, Pride Park Stadium, Pride Park, Derby, DE24 8XL. Email: [email protected] Telephone: 01332 667516 04 05 STAFF CONDUCT EQUAL OPPORTUNITIES At Derby County Football Club we pride ourselves on our We are committed to equal opportunities and to making high standards and commitment to customer service. the stadium a welcoming place for all, regardless of Prices will increase on a home matchday by £2 Promotional Matches Specifically, we expect our staff to treat supporters gender, race, ethnic origin, nationality, age, disability, for Adults, £1 for Concessions and no increase for with due respect and courtesy, to act upon feedback martial status, political or religious beliefs, sexual supporters aged 2-12. Home tickets may be restricted On up to four occasions the club will promote a ‘Family and complaints responsively and to treat all persons orientation or any other inappropriate distinction. for sale to registered supporters only, should the Day’ and have tickets priced specifically for children equally. visiting team sell out their away allocation and or families. The Club will take steps to confront and eliminate discrimination and ensure that appropriate action is Derby County guarantees its Season Ticket Holders The club, on up to two occasions, may promote a price taken to those who behave in a manner that is likely that no seat in the same block of the stadium will be sold discount on tickets for Season Ticket Holders’ friends to cause offense to others including the use of foul, cheaper than the price they have paid for that seat, for and family which is only available for Season Ticket abusive language or obscene chanting. their age concession for each League match. Pricing Holders to purchase. information can be requested at any time from the Derby County Football Club is an inclusive club for all. Ticket Office. Family Area Concessions The club will only sell match tickets to Adults who are accompanied by children in this area. The only exception Age related concessions are based on the supporters’ would be for Season Ticket Holders buying for Friends age as of the date of the fixture that they wish or Family to sit next to them. to buy a ticket for. Proof of date of birth will be required. If a fixture is rearranged for any reason and the concession ticket was purchased prior to the rearrangement, then the club will honour the concession ticket. Age related concessions will be offered to Senior Citizens aged 65 years or over, while an Under 18s ticket is also available for supporters aged 17 and under. Tickets for children aged from 2 to 12 will be available in all areas of Pride Park stadium (excluding hospitality). Children aged 13 or under must be accompanied by an Adult aged at least 18 years old and at a maximum ratio of three children to every one Adult, and they must be sat adjacent to the Adult that they are attending with. 06 07 Memberships Booking Fees MATCH ABANDONMENT POLICY Derby offers a Home Membership with 20% off Home Derby County charge a booking fee of £1 per ticket The Club shall be responsible to You for loss or damage You • If You are not a Business Customer then You can cancel a League match tickets for the 2020/21 season.
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