Customer Charter 2021/22 Season Introduction Welcome to Millwall Football Club’s Customer Charter for the 2021/22 season. Our Charter is designed to help you, the supporter, understand the club’s many policies in order to make your experience with us as enjoyable and memorable as possible. This document covers a wide range of aspects. Millwall Football Club is dedicated to providing the best possible matchday experience for all fans that visit The Den. At the heart of everything we do here at Millwall is our loyal and passionate fan base, which is why we actively encourage fans to give us any feedback they may have. Whether it’s positive or negative, we want to hear from you, as we strive to make our matchday experience the best it can be. If you’d like to give feedback, please email Supporter Liaison Officer, Shona Groves, ([email protected]). You will receive a response within five working days. All feedback and comments received are key to improving the service we deliver to you. This document is intended to further improve communication channels between the club and our fan base. Thank you for your continued support. Steve Kavanagh Chief Executive Officer Millwall Football Club Millwall Football Club, The Den, Zampa Road, London SE16 3LN Customer Service Complaints Procedure It is the responsibility of staff at the club to ensure that all correspondence received are responded to within five working days of receipt. If a complaint requires additional investigation, then the supporter will be notified of this. All correspondence received are passed onto the relevant Head of Department (where necessary) in order for the appropriate action/investigation to take place. Feedback received allows us to measure our success off the field, helping us to develop. It is not possible for all policies and procedures to appeal to all supporters of the club; however, all constructive feedback is welcomed. Should a supporter have comments, suggestions, ideas, queries or complaints relating to Millwall Football Club, they can contact email [email protected] or write to: Supporter Liaison Officer, Millwall Football Club, The Den, Zampa Road, London, SE16 3LN The vast majority of supporter and customer complaints are successfully brought to a conclusion by the club. However, if a supporter is not completely satisfied with the outcome of their complaint, they should refer the matter directly to The Independent Football Ombudsman (IFO). Complaints should be made in writing and may be submitted by post to: The Independent Football Ombudsman, Suite 33, Great George Street, Leeds, LS1 3AJ; by email to [email protected] or via their website theifo.co.uk. The Independent Football Ombudsman was established at the beginning of the 2008/9 season. It has a clear remit to receive and adjudicate on complaints from football supporters and participants that have not been resolved by the football authorities, and to raise any policy issues which have been highlighted by those complaints, directly with The FA, Premier League and The Football League. The Ombudsman is an independent and final arbiter of football complaints. Millwall Football Club, The Den, Zampa Road, London SE16 3LN The Independent Football Ombudsman (IFO) is the final stage in the complaints process established by the English professional Football Authorities (FA), The Premier League and The EFL. The IFO is comprised of an Ombudsman, his Deputy and an Advisory Panel. This section explains the role of the IFO. Further information and guidance are available in a short leaflet, which may be requested, using any of the contact addresses given above. For further information on the IFO, please visit the website theifo.co.uk or contact them using the details above. Staff Conduct All staff members are aware of their roles and responsibilities as Millwall Football Club’s ambassadors. We expect our staff to carry out their duties professionally and to communicate with supporters and stakeholders in a respectful, courteous and efficient manner at all times. If problems arise, we expect our staff to make every reasonable effort to solve them on the spot; however, we appreciate this is not always possible and further endeavors may be necessary. Diversity and Equality Millwall Football Club is committed to promoting equality by treating people fairly and with respect; by recognising inequalities exist; by taking steps to address them; and by providing access and opportunities for