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Our Customer Charter

Find out what you can expect as a customer of Luton Town Football Club

Luton Town FC Customer Charter

What you can expect from Luton Town Football Club 2020 Ltd

CUSTOMER SERVICE

Luton Town Football Club seeks to give its customers the highest standard of service possible in all areas.

The club will do its utmost to resolve any dissatisfaction through departmental heads and or staff addressing any complaint or grievance. We recognise that all supporters and customers should be respected and treated with courtesy and efficiency by all staff members at Luton Town Football Club.

If you have any queries, feedback or complaints, we will endeavour to help you.

Contact can be made by post to:

Customer Services
Luton Town Football Club
Kenilworth Stadium
1 Maple Road
Luton
Beds LU4 8AW

E-mail: info@lutontown.co.uk
Telephone: 01582 411622

In addition contact can be made to:

Supporters Liaison Officer

E-Mail: john.miller@lutontown.co.uk

You can find out more about John Miller and his work as our supporter liaison officer here.

Communications

  • The club strives to respond to any contact from a customer within seven days.
  • The club responds by telephone, e-mail, fax or letter.
  • The procedure of customer care and the standards we attain will be closely monitored throughout the season with the aim of improving in this area for the coming season.
  • In the event that any supporter feels that their initial complaint to the club has not been resolved they should contact the Independent Football Ombudsman as follows:

The Independent Football Ombudsman can be contacted at:

The Independent Football Ombudsman
Suite 49
33 Great George Street
Leeds
LS1 3AJ
contact@theifo.co.uk
0800 588 4066

The EFL also has a customer services department and has its own customer charter. http://www.efl.com/page/CustomerCharterDetail
This sets out the league's policies. Andrea Brown is the Club Relationships Manager at the EFL and is the principal contact for matters relating to customer services. Contact can be made in the following ways:

Telephone: 01772 325808
Fax: 01772 325801
Email: enquiries@efl.com
Post: Club Relationship Department, the EFL League Operations Centre, Edward VII Quay, Navigation Way, Preston, PR2 2YF
Office hours: Monday-Friday (9am-5pm)

CONSULTATION, INFORMATION & COMMUNICATION

In line with EFL Regulation 111 the Club will meet regularly with various supporter groups each season to discuss significant issues relating to the Club. Such meetings will be held with Supporters Group Committees in addition to a minimum of 2 public forums which will be advertised on the Club Website.

The club consults supporters on a regular basis through forums and via the official website.

The club publicises its position on major policy issues in the club programme and web site - www.lutontown.co.uk
The club gives the earliest possible notice of any changes to its ticketing policy.

For further details email Press Officer Stuart Hammonds
stuarthammonds@lutontown.co.uk

EQUALITY MATTERS

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

Luton Town Football Club 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.

The quality of opportunity at Luton Town Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion, disability or age. 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.

Luton Town 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.

Luton Town Football Club supports The Football Association and the EFL in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.

TICKETING

Pricing:

The club operates a scheme to enable supporters to pay for season tickets by instalmentsAllocation

Allocation

At least 5% of tickets for each game will be made available to non-season ticket holders.

Concessionary Prices:

Concessionary prices are available to junior supporters aged under 10, 17, and 22 years, and also disabled people. Two concessionary rates are available to senior citizens aged either over 65 or 75.

Seating for Families

The Lower Tier of the Kenilworth Road Stand is designated for the use of family groups and junior supporters.

Disabled Supporters:
There are two disabled areas holding in total 28 disabled supporters and 28 helpers. Information regarding tickets can be obtained from the Ticket Office on 01582 416976.

The Luton Town Football Club Disabled Supporters Association works closely with the Club to help provide a positive experieince for people living with any disabilities. Email the LTDSA to find out more: ltdsa@lutontown.co.uk 

Away League Matches:

The clubs supporters are allocated tickets for away matches as follows: - Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets.

Cup Competitions:

Tickets for cup competitions are priced according to the importance of the competition and are allocated as follows:-
Season ticket holders will have the first opportunity to purchase tickets.

Returns/Refunds:
The club's policy on the return and distribution of unwanted tickets is as follows:-

  • Unwanted tickets returned 24 hours prior to the kick off of any match will receive a full refund. Tickets returned after a game has taken place will not be eligible for a refund.
  • If a match is postponed before kick - off, tickets holders are entitled to free admission to the re-arranged game, or a refund on their ticket if returned to the Ticket Office at least 24 hours before the re-arranged match. If a match is abandoned after kick-off but before half time, spectators are entitled to free admission for the re-arranged match, upon production of their ticket to the Ticket Office at least 24 hours before the re-arranged match. Away supporters should refer to the point of purchase.

The methods of obtaining tickets are as follows:

Opening hours:

  • Monday-Friday: 10am to 5pm
  • Saturdays Non Match day: 9am to 12 noon
  • Saturdays Match day: 9am to half hour after match finishing.

DISCOUNTS

  • Season ticket holders receive a 10% discount in the Club Shop on full priced merchandise on production of their season ticket book. Also free admission to home reserve league matches.

AWAY SUPPORTERS AT LUTON TOWN

  • The club abides by the EFL 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. Concessionary rates apply to supporters of a visiting club.

MERCHANDISE

  • Luton Town Football Club endeavour to provide quality football merchandise and serve our customers with pride ensuring they are satisfied with both their purchases and the service they receive.
  • Luton Town Football Club aim to work with local suppliers wherever possible to ensure their merchandise has a local flavour to it as opposed to being generic.
  • The club carries out its obligations under the Football Association and EFL regulations to prevent price fixing in relation to the sale of replica strip.
  • The club offers refunds on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITIES

The club operates a Community Trust backed by the EFL a football in the community programme, which in turn organises a varied programme of activities aimed at all sectors of the community.

More information on these activities can be obtained from the club's Community Officer on 01582 391927 or via the Club's official website.

PRESS AND MEDIA

As soon as the club has any information to release this is relayed on the official website and via social media platforms, and subsequently the media are informed.

Press conferences are usually held on a Thursday preceding a weekend game, and on a Monday preceding one played in midweek.

CHARITY POLICY

The Club operate a Club charity of the Year policy in addition to a Players Charity of the Year and a Supporters Charity of the year. All details are available on the Website. The Club will also deal with all charity donation requests that come into the club. Every request dealt with receives a reply. Priority to the numerous requests the club receives is given to locally based charities that in turn benefit the community

DATA PROTECTION

Luton Town Football Club 2020 Ltd will not do anything with your personal data that you would not anticipate from privacy conscious company with contact strategy founded upon permission based marketing.

How we use your Data:

We will use the information you provide us, or we have garnered from web-based technology, for administration, marketing, customer services and profiling your purchasing preferences.
If compelled to do so, we will disclose your information to law enforcement agencies. We may keep your information for a reasonable period to contact you about our services, offers and promotions.

CONFERENCE & BANQUETING

We have a dedicated team in the C&B department who deal with all banqueting, corporate and hospitality for match and non-match day operations. Our own catering team provide the highest quality of service at competitive prices throughout the stadium at all times, be it for match day or non-match day. The club regularly monitors feedback from the stadium kiosks as well as corporate and hospitality events and functions that are held throughout the year and look at ways to improve the service and packages that are on offer at Kenilworth Road.