THE FA CUSTOMER CHARTER 2014 1|1 CONTENTS INTRODUCTION 4 | 5 WHO WE ARE 6 | 7 ABOUT THE FOOTBALL ASSOCIATION 8 | 9 2014: THE YEAR AHEAD FOR THE FA 10 | 11 HISTORY 14 | 15 ST.GEORGE’S PARK 20 | 21 CUSTOMER RELATIONS 30 | 31 ENGLANDFANS 32 | 33 TICKETINg 34 | 35 WEMBLEY STADIUM 36 | 37 MERCHANDISE 40 | 41 MY FOOTBALLL 42 | 43 EQUALITY 44 | 45 CHARITY PARTNERS 46 | 47 COMPLAINTS PROCEDURE 48 | 49 2|3 INTRODUCTION WELCOME TO THE FA CUSTOMER CHARTER FOR 2014 The Football Association recognises the vital importance of supporters to our national game. We know that it is only by talking to you directly that we can hope to understand your opinions on how we can continue to make the game we all love better for everyone involved. As such we aim to listen to supporters at every level and we are determined to provide a continually high level of service to all supporters and fans. We value the feedback we receive from supporters and details of what you can expect from The FA are highlighted throughout this charter. 04|05 WHO WE ARE THE FA WAS FOUNDED IN 1863 AS THE GOVERNING BODY OF THE GAME IN ENGLAND. WE ARE RESPONSIBLE FOR DEVELOPING AND REGULATING THE GAME AT ALL LEVELS, FROM INTERNATIONAL FOOTBALL TO THE GRASSROOTS. As an organisation we have three key Our Key Responsibilities goals: • Get more people playing the game. 1. Football for Everyone – To give • Develop better players and coaches everyone who wants to participate in from all backgrounds. the game the opportunity to do so in a safe and welcoming environment. • Provide a safe and inclusive experience in football. 2. Build Winning Teams – To ensure that • Protect and improve football facilities. across English football we are doing everything we can collectively to build • Grow the women’s game. winning teams, male and female, at • Improve the technical abilities of our every age and ability. teams and players. 3. Govern the Game Effectively – To • Prepare players for International be responsible for governing the Tournaments. game effectively, making the right • Make Wembley and St. George’s Park decisions, and working with all English inspirational homes for England teams. stakeholders, to develop the right rules on behalf of the whole game. • Organise a number of national competitions, including The FA Challenge Cup. • Ensure the right rules are in place for football. • Improve the decision making process in football. • Apply the rules consistently and transparently. 06|07 ABOUT THE FOOTBALL ASSOCIATION SUppORTING FOOTBALL SINCE 1863 The FA is the not-for-profit, governing body of football in England. It grows participation, promotes diversity and regulates the sport for everyone to enjoy. Seven million players of all ages, 400,000 volunteers, 300,000 coaches and 27,000 qualified referees help The FA keep the grassroots game going. The FA runs 24 England teams, across men’s, women’s, youth and disability football, utilising the world-class facilities of Wembley Stadium and St. George’s Park. Football is the nation’s favourite game. The FA aims to grow it further. To find out more and to get involved in football, visit www.TheFA.com and @FA 08|09 2014: THE YEAR AHEAD FOR THE FA 2014 WILL BE ANOTHER EXCITING YEAR FOR THE FA. AS WELL AS DELIVERING OUR THREE KEY GOALS THE ORGANISATION WILL ALSO BE. As well as delivering our three key goals the organisation will also be: • Taking part in the 2014 FIFA World Cup Finals in Brazil; the most evocative and passionate of footballing destinations • Kicking-off a new Women’s Super League structure and an expansion to a second tier • Preparing and supporting the England Women’s team in their FIFA Women’s World Cup Canada 2015 qualifying campaign • Developing our coaching strategy from our new home at St. George’s Park, the English game’s new National Football Centre. St.George’s Park is an inspiring home for coach education at every level of the game and trains 800 coaches and 400 tutors every year who work with and educate our 300,000 grassroots coaches • Launching of the new “Premier League and FA Facilities Fund” which, managed by the Football Foundation and co-funded by The FA, Premier League and Government, will see £102m invested in grassroots facilities in the next three years 10|11 DELIVERING OUR GoaLS As a not-for-profit organisation The FA invests over £100m a year back into English football with over £42m going into the grassroots of the game. This investment comes from the income generated by The FA’s broadcast and sponsorship partnerships and has helped to deliver: • Over 4.5m children participating in FA Tesco Skills programme courses for children aged 5-11 • A huge increase in registered women and girls playing football since The FA took over the brief 20 years ago (from 80 teams to over 5,000). Now 1.3 million women and girls play and it is England’s 3rd biggest sport in terms of participation numbers • Changing the face of youth football so it is more fun and children develop better skills; 81% of mini soccer and youth teams (over 46,000 teams) now play in an FA Charter Standard Club • There are now 35 County disability football leagues and 26 player development centres across England; we have helped develop 1,275 new disability teams in the last five seasons • Bringing together schools and local clubs has seen 13,265 new players starting to play through the FA Club Links programme in the last five seasons 12|13 HISTORY THE FOOTBALL ASSOCIATION MARKED ITS 150TH ANNIVERSARY IN 2013. THE GLOBAL GAMES OLDEST GOVERNING BODY DATES BACK TO 26 OCTOBR 1863 The modern game of football was born on 26 October 1863. Ebenezer Morley, a solicitor and sportsman living in Barnes in south-west London, thought that football should have a set of rules in the same way that the MCC had them for cricket. His initiative led to the meeting at which, on his proposal, The Football Association was formed. The captains, secretaries and other representatives of a dozen London and suburban clubs met at the Freemasons’ Tavern in Great Queen Street, near to where Holborn tube station is today. Their purpose was to form an Association with the object of establishing a definite code of rules for the regulation of the game. The FA’s intention was to standardise the rules, to iron out differences, not to create a new game. Morley became The FA’s first secretary, later its president, and he drafted modern football’s first rules at his home in Barnes. The first match under those rules was played at nearby Limes Field on 19 December 1863. Barnes and Richmond drew 0-0. The Freemasons’ Tavern was extended and remodelled from 1905 and renamed the ‘Connaught Rooms’ in honour of the Grand Master, the Duke of Connaught. At around the same time Limes Field was built on with housing that is now in ‘Limes Field Road’. Before The FA was formed football was in a hybrid, nebulous state. Today it spans a world that is caught up in the magic of its special thrill. To those men of a clear vision and high resolve who first gathered together at the Tavern we owe a great debt. From them has flowed an ocean of enjoyment, of fun, and humour, and many life-long friendships struck. The tagline ‘Supporting football since 1863’ affirms The FA’s commitment to growing the game from the grassroots and to providing the framework for all to enjoy football. The Football Association is still the organisation that controls all football played in England. There are now ‘Football Associations’ in more than 200 countries, while The FA is a proud member association within UEFA and FIFA, the European and world governing bodies. 14|15 THE ANNIVERSARY YEAR THE FOOTBALL ASSOCIATION KICKED OFF ITS 150TH YEAR IN JANUARY 2013 BACK WHERE IT ALL STARTEd – aT THE SITE OF THE OLD FREEMASONS’ TAVERN IN LONDON, NOW THE GRAND CONNAUGHT ROOMS. England managers past and present joined the day, with his late header ensuring a football’s biggest names to pay tribute fairytale final for the Latics. to The FA, and there was a first play of a April saw Wembley mark its 90th year special Alex Oxlade-Chamberlain-voiced in style, with two Cup final heroes of film – 150 years in 150 seconds. yesteryear coming together again in Ossie The inaugural FA England Awards debuted Ardiles and Ricky Villa. in February at St. George’s Park and it The FA’s search to find relatives of the proved a night to remember. Steven Founding Fathers of football captured the Gerrard and Steph Houghton took the main world’s imagination and proved Ebenezer men’s and women’s prizes while Team Morley – the man who wrote the first laws GB Paralympics star Dave Clarke won the of the game - really is the daddy. lifetime achievement award. Eleven more big names came under the England then welcomed Brazil to Wembley, arch in May when the Royal Mail launched with Frank Lampard settling matters with a special collection. John Barnes, Gordon a stunning strike. Later that month, Bobby Banks and Bobby Moore were among those Moore took centre stage again – as The FA gaining the stamp of approval. marked 20 years since his tragic death. FA legends returned to the pitch for an March saw old friends reunited with Eusebio unbelievable Army FA charity match at and Sir Bobby Charlton at the Soccerex Reading – and Ben Shephard stole the show convention in Manchester, and Steven with a stunning goal.