12:32 17 June 2012
The Hull City AFC Customer Charter is available free of charge, from the main reception or Tiger Leisure at the Hull City Football Club.
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 Supporters Liaison Officer (SLO) on the following e-mail address, firstname.lastname@example.org
If you would like to make a complaint to the club, please contact our Supporters Liaison Officer (SLO) at the following email address, email@example.com Alternatively, you can contact the SLO via the following methods:-
Telephone 01482 304835 or you can write to:- Ann Holland, Supporters Liaison Officer, Hull City AFC. The KC Stadium. The Circle, Walton Street, Anlaby Road, Hull. HU3 6HU.
In order to receive a full response regarding your query or complaint, you must contact the Club via the above process.
The SLO will log and acknowledge your comments and ensure that you receive a full response from the relevant Head of Department within 14 working days from receipt of communication. If your complaint/query requires further investigation, you will receive a response within 21 working days. The SLO will inform you of the status of your complaint.
The Football League Customer Services Department can be contacted should the correspondent not be satisfied by the club's response. The Footbal League Customer Services Department can be contacted at the following address:
The Football League Customer Services Department
Edward VII Quay
Telephone: 0844 335 0183
No Smoking & Anti –Social Behaviour Policy
Hull City AFC/Super Stadium Management Company operates a strict no smoking policy. Smoking is not allowed in any area within the Stadium. Persons who wish to leave the Stadium to smoke may do so, but they will not be re-admitted.
Hull City AFC/Super Stadium Management discourages anti-social behaviour and has a text service for fans to use at home games to alert stadium staff of any incidents of anti-social behaviour. The text number is 07544 245 572.
We wish to point out the following:
The text number is only to be used for the reporting of anti-social behaviour within the KC Stadium.
The number is active between turnstiles opening and 20 minutes after the final whistle.
This service does not permit telephone calls and we are unable to respond to Text messages, upon receiving a text complaint the Stewarding staff will monitor the area and act accordingly.
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 behaviour, whether physical or verbal. And will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
Consultation & Information
The Club encourages dialogue with its supporters on a regular basis.
Occasional Fans Forum meetings are arranged periodically.
The Club utilises its match day programme and its official website information service 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.
The Club constantly reviews its ticketing policies annually.
The Club operates a scheme for supporters to pay for season tickets by monthly instalments.
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-season ticket holders.
Concessions/Disabled/Restricted View Seats
Concessionary ticket prices are available to fans under 23 years and also senior citizens, both male and female, over the age of 65 years old.
The Club's South Stand is where it focusses its family activities and where the ticket prices will be considerably reduced from the normal admission charges.
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 and at a concessionary price.
Such tickets will be marked as restricted view and customers informed at the point of sale.
For all ticket away games 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 Season Ticket holders
2nd priority (in certain circumstances) ticket stub holders from specified home or away games.
3rd priority general sale.
The ticket prices, including concessions for away games are determined solely by the home club.
Tickets for home cup-ties will, in normal circumstances be the same 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.
Should a supporter purchase a ticket in advance and then find that he/she is unable to attend the game the Club will endeavour to ensure that an appropriate refund is made provided that notice is given, together with the relevant ticket details, to the Ticket Office either by telephone or in person at least 48 hours prior to the game in question.
If a match is postponed before kick off, ticket holders should retain their ticket counterfoils and will be entitled to free admission to the re-arranged game.
Details of how they will be able to obtain such tickets for the re-arranged 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 re-arranged game.
Again, ticket holders should retain their ticket counterfoils and see the local media for ticket sale details for a re-arranged fixture.
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.
In particular, our concessionary rates offered to senior citizens and junior supporters apply to supporters of the visiting club.
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 from the Club Shop.
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.
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, Clean Air Campaigns.
The Club also regularly contributes to local charities by way of offering raffle/auction prizes etc. on a regular basis to charities, under-privileged and other deserving causes.
The Club is committed to working very closely with the local community and recognises the important role it has to play in this context.