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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

This Charter represents the club policy with regard to the standards the general public can expect when dealing with all aspects and departments of Luton Town Football Club. It is displayed at prominent areas of the club and also appears on the official club website.

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

Fax: 01582 405070
Telephone: 01582 411622

 In addition contact can be made to:

Supporters Liaison Officer - John Miller

E-Mail:  john.miller@lutontown.co.uk 
Telephone: 01582 411622

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

E-mail: contact@theifo.co.uk
Telephone: 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 112 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 instalments.

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.

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 using wheelchairs and 28 helpers. The Club also offers disabled admission to ambulant disabled supporters and their carers in all parts of the stadium. Information regarding tickets for disabled supporters can be obtained from the Ticket Office on 01582 416976.

The Club also has an official Disabled Supporters Association who can be contacted via email at 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 for 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/development squad 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 Trust, which 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 Trust Offices on 01582 561622 via their own website www.lutontowncommunity.co.uk 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. Each season a bucket collection is granted to each of these three charities in addition to one for the EFL’s nominated charity; the Royal British Legion Poppy Appeal; and the Salvation Army.

All details are available on the Website. The Club will also deal with all charity donation requests that come into the club. Every request will 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

The Club recognises its responsibilities with reference to all customer information on our databases. All information is stored confidentially in accordance with the General Data Protection Regulation (2018) and no data is issued or used in any way without prior consent. Please visit https://www.lutontown.co.uk/club/ltfc-privacy-policy/ for full details of our policies and how we handle data.

COMMERCIAL DEPARTMENT/CONFERENCE & BANQUETING

We have a dedicated team who deal with all commercial matters including banqueting, corporate hospitality for match and non-match day operations and sponsorship. 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.

Please call 01582 411622 for further details.