Manchester United Club Charter

7/23/2019 Manchester United Club Charter

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MANCHESTER UNITEDCLUB CHARTER


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Dear supporter,Welcome to the latest edition of theClub Charter. Its a very importantdocument because it sets out what youcan expect from Manchester United atany time that you come into contactwith us whether visiting the stadiumor contacting us by post, telephone oremail. It sets out our service standardsand what we expect in return from you.Our aim is to give you the best servicepossible in an efcient and courteousmanner. The Club has built itsreputation on providing world classentertainment on the pitch, supported

by exceptional staff behind the scenes. Itis something we are constantly strivingto improve but we cannot do thatwithout your help and feedback.If you have any comments orquestions, please do drop us a line.Our dedicated team can be reached [email protected] wishesEd WoodwardExecutive Vice Chairman


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Our vision is to be the best football club in the worldboth on and off the pitch.

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CONTENTS

1. What You Can Expect From Us

2. Football Consultation Information

3. Tickets; Home & Away

4. Ofcial Membership Scheme

5. Manchester United Merchandise6. Ticketing & Membership Services

7. Code of Conduct

8. Supporters Clubs

9. Disabled Supporters Policy

10. Privacy Policy

11. Manchester United Foundation

12. Customer Care Team

13. Complaints & Grievance Procedure

14. Club Contacts


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WHAT YOU CANEXPECT FROM US

Everyone at Manchester United iscommitted to providing exceptionallevels of service. If we do not meetour standards of performance, thenyou can write to the relevant Manageror our Customer Care Team whoseaddress and responsibilities to you areoutlined in section 12 of this Charter.

The feedback you provide will help usto improve the service going forward.Similarly, we would also like to knowwhen a member of staff has donesomething particularly well for you,so we can pass your feedback and

compliments on to them andtheir Manager.

All staff at Manchester United will:

acknowledge/respond to your letters, emails, faxes within timescales or if they cannot, due to high volumes, we will publicise or inform you of this

do all that they can to make our services available to everyone,

irrespective of age, race, gender, creed or physical ability

strive to ensure that your experience with us is a

positive one

introduce themselves to you onthe telephone

be courteous and professional in their approach

be well informed, so that they are able to help you

call you back when they saythey will

provide facilities that are safe, clean and welcoming.


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Manchester United will:

consult supporters on a regularbasis through its fans Forum, theFAPL annual fan satisfactionsurvey and FAPL supporter panelsand focus groups

publicise its position on majorpolicy issues in an easily digestedformat through the Clubs ownmedia channels: including MUTV,the programme, website, InsideUnited magazine and MU mobile

continue to develop ways toconsult with sponsors, localauthorities and otherinterested parties

give the earliest possible notice ofany changes to its ticketing policyand the reasons for the change

undertake research on the designand number of new strips

not knowingly buy goods fromany manufacturer or supplierwho does not comply fully withthe labour, safety and otherrelevant laws of the country

of manufacture with respectto minimum wages, hours ofwork, overtime, sick pay andholiday entitlement

FOOTBALL CONSULTATIONINFORMATION

oppose the exploitation of childlabour and consequently place noorders with suppliers employingchild labour under the ageallowed in the country concerned

allow legitimate apprenticeships

or education-related work as longas there is no risk to the childrenshealth or safety

insist that suppliers must notuse forced labour and mustpractise universal respect for

human rights and freedom for all, without discrimination on thebasis of race, sex, languageor religion

retain UNICEFs condence that

Manchester United is committedto ensuring that no child labouris present in its supply chain andthat if found, the Club would dealwith it appropriately

operate a no tolerance policy toany forms of abuse, harassmentor discrimination

ensure that all equality measuresare met.


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Tickets - Matches at OldTrafford

Within the constraints of the excessdemand for tickets for home games,Manchester United is committed towidening access to matches by way of:

where applicable, addingprospective Season Ticket holdersto a priority list

allocating a minimum number ofseats for purchase by non SeasonTicket holders, in line with Premier

League rules

offering reduced priced tickets forthose fans aged over 65 andunder 21

10 tickets for Season Ticketholders under the age of 16

13 tickets for Ofcial Membersunder the age of 16

a dedicated area of the ground forthe use of families of Season Ticketholders, as Members or non-members cannot buy in this area

offering dedicated areas for ourdisabled supporters and theircarers

waiving the 3% card transactionbooking fee, where a paymentis taken automatically to full thepurchase of a home cup matchticket for a Season Ticket holder.However, should the transactionnot be authorised, subsequentticket purchases will be chargedthe standard payment card fee

ensuring that the Club abides by

the relevant governing body rulesregarding the allocation of ticketsto fans of visiting teams.

Tickets can be purchased online atmanutd.com or by calling+44 (0)161 868 8000

+44(0)161 868 8009 for ourDisabled customers.

TICKETS,HOME AND AWAY

Tickets - Matches away fromOld Trafford

Manchester United fans are allocatedtickets for away FAPL and domestic cupmatches. All such tickets are sold toqualifying Executive Members, SeasonTicket holdersand MUDSA members.

In consultation with the Fans Forum,the number of tickets allocated toSeason Ticket holders will continue tobe divided between the loyalty potand the standard pot.

For European away games OfcialMembers are also eligible to applyfor tickets.

For domestic and European cup nals,Manchester United will, in the rstinstance, offer tickets to ExecutiveClub Members, MUDSA Members andSeason Ticket holders who satisfy thequalication criteria, as announced atthe appropriate time.

For full details regarding our awayticketing process for our ManchesterUnited Disabled Supporters call 0845230 1989

www.manutd.com/tickets


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Official Members:

have priority over the generalpublic when applying for homematch tickets. Where there is ahigh demand for tickets, the Clubmay run a ballot which is exclusive

to Ofcial Members. Members can enter the ballot during the advertised period either online at manutd.com/tickets or by calling

+44(0)161 868 8000+44(0)161 868 8009 for ourdisabled supporters

receive a 5 discount for tickets toall home xtures

have free entrance to homeleague U21 matches played at thehome venue. Simply show yourpersonalised membership cardat the turnstile

where applicable can apply to goon the Season Ticket Priority List

receive a discount to the Museumand Tour Centre on entry

obtain a discount on purchasesfrom the Megastore(both online and at the store)

receive a discount on meals in theRed Caf

receive an Ofcial Membershippack, a personalised welcomeletter and a unique membershipcard

receive exclusive Membershipmagazines each season, keepingMembers up to date with all thelatest Membership news whilstgiving a unique insight into life atOld Trafford with exclusive

player interviews. manutd.com/membership

can enter monthly e-competitionsto win exclusive prizes rangingfrom signed shirts and balls tomatch tickets for various matchesthroughout the season.

For more information call+44 (0)161 868 8000 or visitmanutd.com Supporters withaccessibility requirements canconsult with Manchester UnitedDisabled Supporters Association(MUDSA) on 0845 230 1989

OFFICIALMEMBERSHIPSCHEME


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Manchester United is proud towork with the best people in theworld to create the best products,manufactured to the higheststandards. Our merchandise policyis drawn up in line with footballindustry practice.

The Clubs home (red) kit is worn bythe First Team for one season unlessotherwise stated. Goalkeeper, awayand 3rd kits will operate for one ortwo seasons and will be changedaccording to announcements madeat the time of launch and displayedon the Club website and in

the Megastore.

If the Club changes kit or shirtsponsor, all kits are liable to change.The Megastore offers a 28 daymoney back or exchange guaranteeon purchases of merchandise onproduction of a valid receipt andall packaging. This policy does notextend to all personalised products,underwear, swimwear, gif t vouchersand mail order goods. This does notaffect your statutory rights.

MANCHESTERUNITED MERCHANDISE


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Ticketing & Membership Services hasa centralised Contact Centre that actsas a dedicated point of contact for allsupporters and customers.

The Clubs main telephonenumbers are:+44 (0)161 868 8000+44 (0)161 868 8009 for ourdisabled supporters

Professional and competent staff

Our Customer Service Advisors

undertake structured inductionand training programmes tohelp equip them with thenecessary knowledge and skillsto do their job to the best oftheir ability, ensuring our

supporters and customers receive a professional and

competent service.

If you telephone:

we will offer a call back facilityto prevent you holding on theline, if you call during a busyperiod. This service is designedto save you time and money

we will always strive to answeryour call right away; however, as

you can appreciate, at peaktimes, the demand placed onour Contact Centre means thatyou may experience longerwaiting times. We will do ourutmost to answer your call assoon as possible. Calls may berecorded for training and qualitypurposes.

24 hours a day, 7 days a week*:

we are open for telephone

assistance 08:00 20:00Monday to Friday and 09:00 17:00 Saturday, Sunday, Publicand Bank Holidays. Outside of

these hours you can use ourautomated phone service, to applyfor tickets, check ballot results.

If you visit us*:

our Ticket Ofce is open forassistance 08:00 - 20:00Monday - Friday and 09:00-17:00 Saturday, Public andBank Holidays.

open until one hour after thenal whistle on match days.

*(excludes Christmas Day)

[email protected]/tickets

TICKETING ANDMEMBERSHIPSERVICES


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What we ask of supportersThe passion, excitement anddedication shown by all supportersat every game played here atOld Trafford cannot be deniedor go unnoticed. Supporters arewelcomed from across the globeirrespective of race, age, gender,creed or physical ability and toensure the experience is enjoyed byall attending, we ask that supportersbehave in way that shows respect toand for their fellow supporters andthe Clubs Ofcials.We aim to create a safe, positive

and friendly atmosphere for all thefamily and with this in mind wealso ask that Supporters familiarisethemselves with and abide by ourGround Regulations. Behaviour athome and away games is governedby these regulations and theConditions of Issue relating to thepurchase and use of our matchtickets. Supporter who behaveinappropriately and contravenethese regulations and conditions canexpect to receive a verbal warning orbe ejected from the Stadium and insome cases may be subject to moreserious sanctions.

Persistent Standing

Old Trafford is an all-seater stadiumas required by our Safety License. Allspectators who enter the stadium doso in accordance with our GroundRegulations. In addition we wouldask supporters to be respectful thatnot all supporters want to or are ableto stand for prolonged periods andtherefore supporters who do standare obstructing the views of theirfellow supporters.All staff at Manchester Unitedare here to help and provide fast,efcient and courteous levels of

service, as a valued home or visitingsupporter we ask that you behavein a manner that ensures youand others have a positive overallexperience with us.

Any supporter who wishes tocomplain or send in a complimentabout a member of staff or level ofservice received they can do so byemailing [email protected] to www.manutd.com for termsand conditions of sale/groundregulations

CODE OFCONDUCT


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We believe that our SupportersClubs provide:

a strong community ofManchester United fans

an opportunity for combinedtravel arrangements to matches

a link between the Club andits fanbase

The Club also recognises thatallocation of tickets for homegames is an important element inattracting Ofcial Manchester UnitedMembers to join local SupportersClubs and that allocation of ticketson an advanced basis, enablescost effective travel arrangementsto be made. There are many otherbenets outlined in the SupportersClubs Charter. A copy of this canbe obtained from Ticketing &Membership Services.

Call: +44(0)161 868 8000 orEmail: [email protected]

SUPPORTERSCLUBS


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The Clubs Disabled SupportersPolicy shows how ManchesterUnited underpins its commitment toits disabled supporters.

Manchester United will channel alldisability related issues through,and act in partnership with, theManchester United DisabledSupporters Association (MUDSA)be they practical, administrativeor advisory.

We seek to make every reasonableadjustment to all the services

provided by the differentdepartments of Manchester United.Department managers andpersonnel of Marketing, Catering,Membership, Museum and Toursare aware and instructed to complywith the provisions of the EqualityAct 2010. We seek to ensure thataccess to goods and services, aswell as match day facilities, are fullyassessed with measures in place toensure compliance with allrelevent legislation.

The full details of this policy can befound on the manutd.comwebsite or from Mr Phil Downs MBE.MUDSA c/oMU Foundation,Sir Matt Busby Way,Old Trafford,Manchester M16 ORA.

Email: [email protected]: +44 (0) 161 868 8009For specialist advice: +44(0)845 2301989

DISABLEDSUPPORTERSPOLICY


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Manchester United takes theprivacy of all its fans, customers andwebsite users very seriously, whilsttaking great care to protect yourinformation.

The privacy policy explains whatinformation we collect about you,how we may use it, and, the steps wetake to ensure that it is kept secure. Italso explains your rights and how tocontact us.

For the full details please go tomanutd.com/privacy

PRIVACYPOLICY


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Manchester United Foundationworks in some of the mostdisadvantaged areas across GreaterManchester and uses the passionfor Manchester United to educate,motivate and inspire young people.

We deliver football coaching,educational programmes andpersonal development, providingyoung people with opportunities tochange their lives for the better.

Our GoalTo educate, motivate and inspire

future generations to build bettercommunities for all. We aim toachieve our goal by delivering inve areas:

FootballWe provide football opportunitiesfor school children and those withphysical or mental disabilities. Wealso deliver girls only sessions andmanage an FA Girls Centre ofExcellence.

Community CohesionWe aim to engage some of the mosthard to reach young people in thecommunity by delivering footballcoaching and a range of alternativeactivity sessions at times when theycould otherwise become engaged inanti-social behaviour.

HealthUsing football, and other sports, wedeliver a range of programmes toimprove the health and wellbeing oflocal communities.

EducationWe develop partnerships withschools to create community hubsand also deliver a range ofeducational programmes to primaryand secondary schools, usingManchester United as a hook toengage students.

CharitiesThe Foundation manages the Clubscharity partnership with UNICEF, thelongest standing relationship of itskind between a sports organisationand a global childrens charity,and the distribution of signedmerchandise for charitable purposes.

www.mufoundation.org

MANCHESTERUNITEDFOUNDATION


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You support us - we support you!

This is the team to go to should youwish to:

make a non ticket relatedenquiry by email

make and log an ofcialcomplaint, compliment oridea for improvement.

Staff at Manchester United willdo everything within their powerto ensure that you have the bestpossible experience. If not, we wantto hear from you.

We will:

introduce ourselves to you

listen to you and allow you tohave your say

remain respectful and courteousat all times

call you back when we saywe will

endeavour to acknowledge orrespond to you within 48 hours

aim to resolve your complaintwithin 15 working days. If not,we will keep you informed

strive to provide you with asatisfactory and fair outcome.

The address for Customer Care is:

Customer Care TeamManchester United Football ClubOld TraffordSir Matt Busby WayManchesterM16 0RA

Email: [email protected]

CUSTOMERCARE TEAM


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Customer Care TeamManchester United Football ClubOld TraffordSir Matt Busby WayManchesterM16 [email protected]

Everyone at Manchester Unitedacknowledges that all supportersand customers have the right tomake their views heard and weopenly seek your feedback.

We aim to ensure that ourcomplaints handling process isfair, ensuring all views are heardand taken into account in abalanced way.

We hope that you do not have reasonto complain or feel aggrieved, but ifyou do, then in the rst instance, youcan forward your written complaintto the Customer Care Team at theabove address.

Every form of feedback orcommunication is recorded bythis team so they can monitor anyparticular concerns. They will alsowork with the relevant departments

across the Club to respond effectivelyto individual cases and assess anyrelevant future change that is needed.

We aim to resolve all complaintswithin 15 working days of receipt,if we are unable to resolve in thistimescale, you will be kept informed.

If you are not satised with theresponse from the Customer CareTeam, your complaint will beescalated at your request to therelevant Manager or Director.

All football related complaints willbe escalated within the team to theDirector of Venue Development orthe Director of Venue Operations.

If you are still not satised you canwrite to:

Mr Philip TownsendDirector of CommunicationsManchester United Football ClubSir Matt Busby WayOld TraffordManchesterM16 0RA

COMPLAINTS& GRIEVANCEPROCEDURE

Philip will review your case andrespond back to you within 15 days.

If you are still not satised you canwrite to the FA Premier League orthe Football Association dependingon the issue. Each of theseorganisations has its own proceduresfor dealing with complaints.

If, after the football authorities havedealt with your complaint you arestill not satised, you may wish towrite to the Independent FootballOmbudsman (IFO).

Please note that the IFO is unableto deal with a complaint unless theprocedures detailed above have beencompleted.

The address of the IFO is:

The Independent FootballOmbudsmanSuite 4957 Great George StreetLeedsLS1 3AJ

Or email: [email protected]

All non-football related complaintswill be escalated, at your request,to the relevant Manager/Director atManchester United.


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Address:Manchester United, Sir Matt Busby Way,Old Trafford, M16 ORA

Telephone enquiries: + 44 (0) 161 868 8000Disabled supporters: +44 (0) 161 868 8009

MU Tickets - Sales and ticket [email protected]

MU Hospitality - Sales and [email protected]

Official Membership - Sales and [email protected]

Museum and Stadium Tour - Sales Enquiries & feedbackSchools and Educational Visit [email protected]@manutd.co.uk

United EventsConference, Special Events,Sales and [email protected]

MU Megastore, Old Trafford+ 44 (0) 161 868 [email protected]

Online Megastore+ 44 (0) 871 224 [email protected]

SponsorshipEnquiries / Opportunitieswww.manutd.com/sponsorship

Executive Club Support [email protected]

MU Disabled Supporters Association(MUDSA)Specialist advice+44 (0) 845 230 [email protected]

CLUBCONTACTS

MU FinanceCredit Cards, Mortgages, Savings0161 868 8000- option 4

MU Programme andMagazine Subscription+44 (0) 845 677 7801www.manutd.com/programme

MU Human [email protected]/jobs

MU Childrens Services Officer and VulnerableAdults Services Officer

Joanna Madyarchyk+44 (0) 161 868 [email protected]

MU Brand Protection(Protecting/ Using the MUL Brands/ name/ logo)[email protected]

MU FoundationCharity requests and enquiries+44 (0) 161 868 [email protected]/charityrequests

MU General Enquiries and [email protected]

MU Red Caf

+44 (0) 161 868 8000www.manutd.com/RedCafe

MU Mobile+44 (0) 870 750 [email protected]

MUTV subscriptionsUK Only 0870 848 6888

General information+44 (0) 161 868 8009

Manchester United Club Charter

Documents

Transcript of Manchester United Club Charter