Chelsea Template Guidelines (Main Title)

Chelsea Customer Charter

Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS

Telephone *0871 984 1955 (UK), 0044 207 835 6000 (international)

Chelsea Football Club is always reviewing key policies and these may change during the course of the season, if they do, this charter will be updated.

Chelsea’s policy towards its customers is, and always has been, to ensure that each of its customers, whether individual or hospitality, is provided with service and quality that exceeds their expectations in a safe and secure environment. Chelsea’s vision is: “To be recognised internationally, by 2014, as the world’s number one football club.” This applies to customer service, as well as achievements on the pitch.

Chelsea Football Club’s customers are defined as: -

. Individual supporters, whether season-ticket holders; executive club members, members or casual attendees.

. Hospitality members, whether season-ticket holders or casual non-match day visitors to the stadium.

. Hospitality or individual clients using the stadium's facilities on non-match days.

. Customers purchasing from the Chelsea retail stores and the Chelsea online stores: chelseamegastore.com, chelseamegastoreasia.com, chelseamegastoreusa.com

. Visitors to the management offices

. CFC staff and those of its related companies.

Ticketing

1.1. Chelsea FC will continue to promote greater accessibility of tickets for matches, with a range of prices and facilities that encourage the widest possible support.

1.2 The club recognises the need to encourage the attendance at matches of families and children to help ensure continuity of support in future years. Chelsea FC has a dedicated family section in the East Stand Lower North and South areas with over 3,000 seats available. These areas have concessionary pricing for juveniles (described as those under 18 years old) when accompanied by an adult and/or OAP. 1.3 There is concessionary pricing for existing juvenile season-ticket holders in other areas of Stamford Bridge also for both Premier League and UEFA Champions League/UEFA Europa League.

1.4. No more than 70% of Stamford Bridge will be allocated for use by season-tickets holders; therefore 30% will be available to Chelsea members, and possibly the general public, subject to segregation, the away club allocation and competition restrictions.

1.5. Season tickets do not include domestic or European cup matches. Match ticket prices for the Premier League, and UEFA Champions League, range from £35-£87.

1.6. Chelsea is committed to a discounted price scheme for domestic cup competitions. Subject to the approval of the visiting team, the prices are currently £30 and £15 for the FA Cup, £25 and £12 for the League Cup.

1.7. At all these matches season-ticket holders have first refusal, thereafter Chelsea members have the opportunity to buy tickets. Any residue seats are made available to the general public. Match tickets sold on general sale for all Chelsea matches will be sold at a £5 increase (adults) and £2.50 price increase (juveniles/senior citizens) on members admission price, subject to availability.

1.8. No admission charge is made for a replay whenever a match is abandoned within 30 minutes of kick-off or up to half-time and where spectators have been admitted to the ground. A 50% reduction in the ticket price will be offered when a match is abandoned after half-time.

1.9. A refund will be given in full for tickets, provided they have been properly purchased, and a request in writing (together with the tickets) has been received by the Ticket Office no later than 48 hours prior to the date of the match.

1.10. Chelsea FC does provide reduced-price tickets for seats with a restricted view, as defined by the Football Licensing Authority guidelines.

1.11. Disabled supporters will continue to enjoy special facilities and space made available for their personal assistant as appropriate. We offer three types of ticketing schemes for our disabled supporters. The rota scheme and disabled season ticket holders are free of charge for the disabled and their personal assistant. Tickets are issued to disabled members within the rota scheme 42 days prior to the match and sent direct to the disabled member free of charge. We also operate a disabled match membership scheme that gives disabled members the chance to purchase tickets. In order to do this you will need to be a member of the disabled match scheme and apply for tickets as detailed on the website. We offer a disabled membership free of charge or paying membership depending on requirements to disabled supporters on proof of disability. For all disabled information and to access the disabled ticketing policy please visit www.chelseafc.com/tickets or contact Chelsea FC’s Disability Liaison Officer; email: [email protected] Telephone: 020 7915 1950, fax: 020 7565 1462.

1.12. General ticketing information and the club ticketing and disabled ticketing policy can be found on www.chelseafc.com/tickets, by phone via the Box office 0871 984 1905 (UK), 00 44 207 835 6000 (international), in the matchday programme, the monthly Chelsea magazine and the annual fixture list. Other club outlets for ticket news include Chelsea TV, or the Chelsea NOW mobile service which is available at www.chelseafc.com or contact [email protected]

1.13. Chelsea offers supporters the chance to pay for their season-ticket by six monthly equal payments via a new instalment plan operated by Premium Credit Ltd.

1.14. Chelsea offers various priority schemes for home domestic or European cup matches and away matches in the Premier League and Europe to season-ticket holders. Membership of these schemes commits the supporter to purchasing ALL tickets in the scheme, subject to availability. These tickets are generally allocated on a first-come, first-served basis. This may change at the discretion of Chelsea FC where there are demand issues. The club will use all reasonable endeavours to communicate any change in policy at the earliest possible opportunity.

1.15. Due to various UEFA or other cup competition commitments, it is possible that season-ticket holders in certain sections of Stamford Bridge may be displaced for individual matches. If this happens then the season-ticket holder will be able to purchase a match ticket in any other part of the ground at the same price as he/she would have paid in the area from which they were displaced subject to availability.

1.16. Chelsea will use all reasonable endeavours to give the earliest possible notice of any changes to its ticketing policy and the reasons for such changes.

1.17. In order to ease the ticket purchase experience, Chelsea FC has an on-line ticket purchase system to satisfy demand and increase speed of purchase.

1.18. All ticket sales are subject to terms and conditions and the stadium regulations. For full details on the ticketing policy please visit the tickets section on the website www.chelseafc.com/tickets

Away Support

2.1. Chelsea operates an FAPL Away Season Ticket Scheme for season-ticket holders and members, which gives priority to those in the scheme. The away Premier League scheme is now only payable over 8 monthly instalments. This scheme guarantees a ticket for the away match, depending on allocation, with tickets being sent out automatically to the supporters on the scheme. The remaining tickets will be split 60/40 between season ticket holders and members and sold on different selling dates. Full details can be found in the ticketing policy at www.chelseafc.com

2.2. Chelsea allocates these tickets under Premier League guidelines which advises the tickets are allocated according to the host club’s policy; therefore Chelsea cannot guarantee the quality of the seats.

2.3. Ticket prices are determined by the host club. In the event of an away domestic cup tie, Chelsea will attempt to secure discounted ticket prices in line with the club’s own policy for home matches, however if the host club does not operate a discount policy this is not always possible.

2.4. For visiting supporters at Stamford Bridge, the prices charged are comparable to those charged for Chelsea supporters. The club allocates tickets to visiting clubs as prescribed by the FA Premier League.

Chelsea FC Membership Scheme

3.1. Chelsea has a membership scheme for adults, True Blue, which for an annual subscription from £25 (UK price), provides a series of exclusive benefits. For full details go to the members section on the Chelsea website, www.chelseafc.com/memberships, or call the membership department *0871 984 1905 or international customers should call 0044 207835 6000. Chelsea generally makes approximately 10,000 tickets per match available to members, subject to individual match restrictions.

3.2. Chelsea also operates a membership scheme for under 18s, Junior True Blues, for £15.00 a year (UK price), that offers a variety of exclusive benefits. For full details go to the members section on the Chelsea website, www.chelseafc.com, or call the membership department on *0871 984 1905.

Chelsea FC Loyalty Scheme

4.1. A loyalty scheme continues to operate for all Chelsea FC home matches. This scheme also operates for all Chelsea away matches. Loyalty points will be used prior to domestic cup finals, UEFA Champions League/Europa Cup semi final and final and the Community Shield. Points earned leading up to these games will be activated giving priority on tickets, subject to availability. Chelsea Football Club reserve the right to apply the use of the loyalty point’s process in order to obtain match tickets to any other fixture outside of the matches listed above, if required.

4.2 The scheme now operates where by season ticket holders and members collect loyalty points for tickets purchased. Full details can be found at www.chelseafc.com. Consultation

5.1. Since the 2004/5 season, Chelsea has hosted Fans Forums, three times a season. The Forum is made up of 18 independently selected fans from different fan groups. These main meetings are supplemented by smaller meetings between the club and individual representatives of the forum. The whole process is overseen by the Electoral Reform Services to ensure best practice and independence.

5.2. All minutes of the meetings are posted on the club website, www.chelseafc.com.

5.3. In addition Chelsea will annually commission a Fans Satisfaction Survey aimed at assessing current satisfaction and setting targets for the future. This survey is independently commissioned by The Leadership Factor. The results are presented to the Fans Forum and they will continue to monitor progress, year on year. A summary of the findings will be available on the club website, www.chelseafc.com.

5.4. Chelsea is also a full participant in the FA Premier League National Fans Survey which researches the behaviour attitude and experience of fans from all clubs in the Premier League.

5.5. Chelsea actively promote the creation and official accreditation of supporters clubs in the UK and globally. Chelsea has a dedicated Supporter Club office and can be contacted by emailing [email protected]. There is will be a dedicated section on the club website, www.chelseafc.com providing further details, ticketing availability and other special benefits created exclusively for supporters clubs.

5.6. Chelsea has in place, and continues to develop, ways of consulting all stakeholders from a national to a local level. There are meetings, regular contact and good relations with more than 10 local resident groups, local politicians and MPs. These are also fostered through the local council, with whom the club are involved with on several projects.

Corporate Social Responsibility (CSR)

6.1. Chelsea FC is committed to achieving best practice and being a good corporate citizen. This involves adherence to industry standards and reporting frameworks but also corporate leadership by creating innovative programmes in our immediate and wider community, beyond the industry norm.

6.2. Chelsea FC is a supporter of the Chelsea FC Foundation. The Foundation’s work has seen a huge increase in the number of children participating on a variety of courses in London and in Surrey, Essex, Hampshire, Sussex, Berkshire, Essex and Wiltshire as well as a number of programmes internationally. Programmes cover a wide range of coaching, disability and female specific courses all overseen by the dedicated staff of the Chelsea FC Foundation.

The Foundation also provide a series of programmes tailored to the particular needs and social make-up of the communities. Working in partnership with organisations such as the police and youth offending agencies, these initiatives help divert young people away from issues such as social exclusion, youth crime and anti-social behaviour.

In total around 750,000 children attended Foundation courses during the 2012/13 season. There is now a dedicated Foundation area of the website at www.chelseafc.com/foundation.

For more information on the Chelsea FC Foundation, call 020 7957 8220 or email [email protected]

6.3. Chelsea FC assisted more than 250 charities in 2012/13 providing signed merchandise. The club has an official global charity partner, Right To Play, who benefit from a focused effort from the club to raise both funds and awareness of their important work using sport to help tackle conflict, poverty and disease.

For more information about for Right To Play visit www.righttoplay.co.uk

6.4. Chelsea FC is committed to inspiring learning and education through the medium of football and to provide high quality programmes which respond to local needs. Through the Chelsea FC Foundation the club is building an extensive education programme with local schools and has established two learning centres (“The Hub” at Stamford Bridge and “The Hub2” at Cobham) aimed at supporting educational needs. For more information contact [email protected]

6.5. Chelsea FC is committed to tackling discrimination. Every matchday programme includes a full-page poster giving details on how to report discrimination, which are also displayed around the stadium on poster sites. These include an internal hotline number 020 7915 1919, or Crimestoppers on 0800 555 111 or Kick It Out on 0800 1699 414. For European matches posters are also displayed in the away area in the language of the visitors.

The club has introduced an email address to report discriminatory incidents, [email protected] and launched the Building Bridges campaign to promote equality in our communities. The Chelsea Foundation continues to work with Asian football and community groups to encourage and increase Asian participation in football, through providing coaching sessions and the Asian Star project.

National anti-racism campaigns have been fully endorsed by the club, such as ‘Lets Kick Racism out of Football’ and ‘Show Racism The Red Card.’ Chelsea has been awarded the intermediate level of the Racial Equality Standard for professional football clubs.

6.6. Chelsea FC has supported, or also fully supports, a variety of other projects which are backed by the Premier League and the Football Association.

Merchandise

7.1 All home, away and change replica strip designs shall have a one season life span. Year dates for the life span of strips feature on all replica shirt swing tags (example 2013-14 and/or displayed instore. Alternatively details of the next intended change of kit are available from the Chelsea FC Merchandise Department (Tel: *0871 984 79) at Stamford Bridge. For more information email [email protected] *all calls to 0871 numbers are charged at a maximum of 10p per minute, mobile networks may vary.

7.2. Chelsea carries out its obligations under the Premier League rule book to prevent price fixing in relation to the sale of its replica strip.

7.3. The policy on refunds is to provide a full refund for any faulty merchandise, provided that it is returned with the undamaged packaging (if any) and in the same condition as at the time of purchase. In addition, any item found to be unsuitable will be exchanged for a credit note to the same value where no alternative is available, provided that the packaging (if any) is returned and it is in the same condition as purchased. This does not preclude the customer’s statutory rights, nor Chelsea’s legal obligations, and any returned merchandise should be made within 28 days of purchase together with a valid receipt.

7.4. Items with custom printing cannot be exchanged or refunded unless the product is faulty. We accept no responsibility once a replica shirt or short has been printed, in the event that a player leaves the squad and/or his squad number changes, or if the badge changes in the future. Please be aware that our supplier for lettering does not supply any special characters, such as accents, ç or ñ.

Reminder: The squad numbers used on pre-season tours are not necessarily the final squad numbers for the upcoming season. Customer Service

8.1. Chelsea FC regards excellent customer service as a top priority for the business. All complaints or general enquiries are initially channelled into our general enquiries department, telephone 0871 984 1955, and then routed to the relevant department if the enquiries operative is not able to give a satisfactory answer. General enquiries response times may vary due to the high volume of calls particularly when match tickets go on sale. Outside of these high volume periods, Chelsea is confident that response times are competitive with other clubs. There are no football industry standard response time targets set by any official football body. 8.2. If a customer is not satisfied with the immediate response, or if the issue is more complex, put the complaint in writing, either by email to [email protected] or by letter to Customer Services, Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS.

Once the letter or email has arrived with our Customer Service Co-ordinator a confirmation email will be sent to the customer within 48 hours to confirm the complaint has been logged and a reference number will be given. The logged complaint will then be passed to the relevant department to be dealt with direct with the customer.

8.3. Chelsea will use its best endeavours to respond to a written complaint within 14 days from receipt of the complaint. If it is felt the complaint cannot be resolved within that time, an acknowledgement of the communication will be made as an interim measure.

8.4. If you are still not satisfied with the response, you can contact the FA Premier League, whose charter can be found on www.premierleague.com. If you are still not satisfied the complaint should be forwarded to the Independent Football Commission. The Independent Football Ombudsman’s contact details can be found at www.theifo.co.uk or write to The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ.

8.5. We believe employees who enjoy a greater work experience are more likely to deliver a greater customer experience. Therefore our human resources strategy seeks to coordinate how people across the board join the company, how they are motivated and developed in the company and finally how they are acknowledged and rewarded.

8.6 Part of the Chelsea FC induction course for all new employees - full or part-time - emphasises the club’s total commitment to customer service. The Employee Handbook sets out Chelsea FC’s policy on sexual and racial harassment and warns that both are unlawful and unacceptable and subject to Chelsea FC disciplinary procedures.

All staff, members, supporters and applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment. All staff agree a Personal Development Plan with their Managers and an annual training plan is widely published and delivered by members of the HR department. The HR strategy has a major focus around communicating to the company the Mission, Vision and Values of the organisation. It provides workshop sessions for individuals at all levels in the business in specific skills development and to help staff understand their role in “making it real” for both the internal and external customers.

8.7. Launched in August 2005, the company now has a group-wide employee nomination program for excellence. Employees can be nominated throughout the month for a variety of positive customer service actions or targets including a letter of recommendation from a customer. There are a variety of rewards for levels of nomination.

A panel of senior managers reviews the nominees and appoints an overall winner for the month. These winners enter a pool for winner of the quarter and the winner for the quarter graduates to the pool for the employee of the year.

If you want to nominate a member of staff for an award write to Employee Nomination, Human Resources, Chelsea Football Club, Stamford Bridge, London, SW6 1HS.

8.8. Customers wishing to log satisfaction can do so in the following two ways: Either by email to [email protected] or by letter to:

Customer Service, Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS

Stamford Bridge Safety and Security

9.1. Chelsea FC will use all reasonable endeavours to ensure that Stamford Bridge is maintained to the highest standards and ensuring it is a safe and pleasant environment for supporters and visitors. If you want to know more about the club’s safety and security policy email Head of Security Keith Overstall on [email protected]

9.2. Where there are apparent breaches of the ground regulations, match ticket conditions of issue, or where there is behaviour connected to Chelsea Football matches which is deemed detrimental to the reputation of the club these will be investigated by the club with any necessary sanctions imposed based on the individual circumstances of the case. Appeals against such sanctions can be made in accordance with the Appeals Procedure

Data Protection

10.1. Any data you disclose to us is collected, stored and used in a responsible and secure manner. Our Privacy Policy supports this and will give you more information if you'd like to have confirmation of our commitment.

We collect your personal information in order to provide you with the services you have requested in a timely and efficient manner.

Chelsea FC plc will:

1) respect your right to privacy and we have in place technical and organisation methods as required under the Data Protection Act 1998 to keep that data secure.

2) collect permissions from you to send you the communications you have selected but we respect your right to change your mind and we have solutions in place to take note of your current preferences.

3) use plain English so that you can easily understand what will happen to your personal data when you share it with us.

4) pass your information on to third parties for marketing purposes only where you have given us your permission to do so.

5) pass your information on to suppliers whom we engage to process your information for us, for instance, to send you the Chelsea merchandise you have ordered, where we have contracts in place to ensure that they will take just as much care as we do whilst your data is in their care.

6) give you access to the data we hold about you. 7) train our employees to take care to protect individual's personal data, both inside and outside the office.

8) have written policies in place that comply with the privacy regulations so that there can be no doubt as to the commitment we place on using your personal data responsibly.

9) be responsive to any queries that you send us about how we collect, store and use the information that you have provided.

10) keep our policies and our promises up-to-date.

10.2. To learn more about how we use your information, or to choose not to receive communications from us, please e-mail [email protected] or write to Data Protection, CRM, Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS.

The Charter

11.1. The Chelsea customer charter will be posted on the club’s website, www.chelseafc.com and will also be made available at major club outlets or on written request to the Customer service department.

*calls cost 10p per minute plus network extras.