CLUB CHARTER Powered by

CUSTOMER CHARTER

All customer service issues should be made directly to the Chief Executive. They should be in writing by either letter or e-mail and will be given a prompt written response.

Club opening hours are 9.30am to 5.30pm Monday to Friday and all customer service issues will be top priority.

The Club responds to any contact from a customer within a maximum of seven days.

Barnet Football Club Limited is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

Barnet Football Club Limited is an equal opportunities employer. We are committed to equal opportunity within our own organisation and to encouraging similar commitment from every organisation or individual acting within the game.

Equality or opportunity at Barnet Football Club Limited means that in none of our activities will we discriminate against, or in any way treat less favorably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:

The advertisement of jobs

The selection of candidates for employment or promotion

Job location or working environment

Pay and employment terms and conditions

Internal training and development activities

External education activities and awards

Football development activities

Selection for representative teams

Appointments to honorary positions

Barnet Football 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.

Barnet Football Club is committed to develop a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.

The Club formally consults supporters on a regular basis through forums, and informally by regularly mixing with supporters at every available opportunity.

The Club publicises its position on major policy issues on the website (www.barnetfc.com) and in the Club programme for each home game.

The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority, regulatory authorities and other interested parties.

The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

The Club will in the future undertake research on the design and number of new playing strips.

Pricing

The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

Allocation

At least 50% of tickets to each game will be made available to non season tickets holders.

Concessions

Concessionary prices are available to junior supporters under the age of nineteen and senior citizens over the age of 60.

Children under fourteen are able to gain free admission to matches if they are Bees members.

The Club provides an area of the ground for the exclusive use of family groups and junior supporters.

Wheelchair bound disabled spectators and ambulant disabled supporters will be charged for their seat or wheelchair space for the 2011/2012 season and their helper will be free of charge.  Mr Tony Peck can be contacted for details of our disabled facilities and ticket allocation.

Loyalty and Membership Schemes

The Club runs a Bees membership scheme. The benefits are reduced admission prices to home games and priority booking on Cup matches.

Away Matches

The Club's supporters are allocated tickets for away matches. The home club determines the cost of these tickets.

Cup Competitions

Tickets for Cup Competitions are priced consistently with League games.

Returns/Refunds

The Club's policy on the return and distribution of unwanted tickets is to refund the monies in full as long as the tickets are physically handed over at least 24 hours prior to the kick-off of the game in question.

If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned during the first-half, spectators are entitled to half price admission to the rearranged match. If a match is abandoned after the first half is completed, then there is no reduced admission to the rearranged match.

The Club abides by the Football League 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 a visiting club.

The Club endeavors to ensure that all replica strips, wherever possible, have a reasonable lifespan.

The Club replica shirts contain sewn in labels clearly stating "one season only".

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 try to prevent price fixing in relation to the sale of replica Strip.

The Club offers refunds on merchandise in accordance with its legal obligations.