Complaints Process

We aim to provide excellent service across all areas of the Club - however, from time to time, things might not go as planned. We take all complaints very seriously and will endeavour to resolve them quickly in every case.

 

What is the complaints process?

 

Step 1 - The Club will always endeavour to resolve issues quickly and aims to have the best outcome for all supporters. We have a dedicated care team who should be the first point of contact for any problems or concerns you may have. They can be contacted here and will aim to respond to all queries within 2 working days.

 

Step 2 - If you have already contacted our dedicated care team and still feel that your query has not been addressed to your satisfaction, you may request that your complaint is escalated. Your query will then be escalated as a complaint, and the points you raise will be investigated fully. The details of your complaint will be carefully reviewed and we will get in touch with you should any further information be required.

We will aim to respond to your complaint within 5 working days with an initial update and aim to investigate fully in this time. Should we require more time to address your complaint, we will let you know, but please note, depending on the nature of the complaint some may take up to 28 days to fully investigate from first contact.  If appropriate, we will also tell you what steps we will take to address the situation, and what steps we will take to ensure it does not happen again.

 

Step 3 - The Independent Football Ombudsman. Once you have been through the Club's complaints process outlined above, if you are unhappy with the outcome and have reached 'deadlock', or if it has been more than six weeks since you submitted your complaint and you feel it hasn't been appropriately addressed, you have the option to go to the Independent Football Ombudsman. Please see their website for more information.

 

If you have recently been contacted by the Club regarding a ban and would like to appeal the decision, please refer to our Sanctions and Banning policy for further information.

 

 

 

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