Supporter Charter 2013/14
At Leicester City, we are proud to represent both the Leicestershire community and the loyal supporters that entrust us with the safekeeping of their Football Club. Our aim is to strive for excellence both on and off the pitch and provide a welcoming, inclusive football experience that those supporters can be equally proud of.
We know what those 90 minutes on a Saturday afternoon mean to all of you, but we also understand that being a Leicester City supporter goes beyond what happens on the pitch. It is this part of the experience, our service to our supporters, that we have the greatest influence over and that the enclosed Supporter Charter guarantees.
Matchdays at King Power Stadium are family experiences. We are fully committed to enhancing that experience to safeguard the Football Club’s long-term growth by investing in our junior fans of the future, while recognising the importance of our established adult supporter-base.
Football being the unique environment that it is, we know we need to be adaptive to change, and are therefore committed to the on-going engagement of our supporters and a consultation process that will meet their changing needs. We welcome both feedback and constructive suggestions for improvement and will use both to develop the services we offer the supporters that are the lifeblood of the Football Club.
Thank you for your support.
Chief Executive Officer
Leicester City Football Club
Supporters can purchase a ticketing based product such as match tickets, season tickets and memberships as well as official LCFC merchandise in the same place at the new and improved LCFC Direct website.
Online users requiring just one simple log in through the new simplified registration process.
With the addition of the more user friendly LCFC Direct online ticketing system, buying your matchday tickets has never been easier. There is now a wide range of methods in which you can purchase tickets, however we recommend buying online or calling our Sales Centre.
Methods of purchase:
• In Person - Personal callers to the City Fanstore are always welcome. We are open 7 days a week and opening times are available at www.lcfc.com.
• By Phone – call 0844 815 5000 option 1 - Our Sales Centre opening hours are 9am – 5pm Monday – Friday, 9am – 1.00pm on Saturdays and closed on Sundays.
• By Post – All postal enquiries should be sent to Leicester City Sales Centre, King Power Stadium, Filbert Way, Leicester, LE2 7FL.
• E-mail – Send your full requirements to firstname.lastname@example.org (do not leave credit or debit card details) and a member of our Sales Team will call you back.
• Visit www.lcfcdirect.com and log in or sign-up using your client reference number (if you already have one) – follow the instructions to choose your seats and process payment all online.
Concessions – While it is important for us to welcome back those regular visitors to the stadium, it will also be vital that we continue to gather the interest of the fans of the future through a number of initiatives to engage with the next generation of Leicester City supporters and also attempt to engage with those less familiar with the drama and excitement of a live matchday. To enable us to do this for the 2013/14 season we will once again be offering competitively priced memberships and ticket pricing plans to suit a range of age groups and budgets.
Tickets for the 2013/14 season will be offered for the following age categories...
• Adults, Senior Citizens (65+), under 22s, under 18s under 12s, under 10s and under 8s and registered disabled supporters and their carers’.
Under 10’s will now be able to see the Foxes in action for FREE when seated within the Family Stand when accompanied by a full paying adult.
Tickets for home League matches will go on sale in blocks of 4 at different stages throughout the season offering supporters the chance to purchase their tickets for a desired game in advance across the various price points available.
Match-by-match tickets will be graded as either a ‘PLATINUM’, ‘GOLD’, or FANS fixture. Full pricing details can be viewed below and by visiting www.lcfc.com or www.lcfcdirect.com.
Throughout the 2013/14 season LCFC will operate occasional local promotions offering a selection of discounted tickets for ‘Themed Fixtures’ to further encourage members of the local community to experience live football at their local Club. These fixtures will be publicised through all regular LCFC communication channels.
As always the best way to follow the Foxes during the 2013/14 Championship season is with the purchase of a season ticket. This year’s offering not only provides the most affordable method of ticket purchase over the course of the season, but also offers a wide range of exclusive benefits and access to a number of exclusive Club events.
Each of the exclusive Season Ticket Holder promotions will be communicated to supporters via all of the regular communication channels.
As a Club our commitment to supporters is that purchasing a Season Ticket will ALWAYS provide the very best value over the course of the season.
Full pricing details for 2013/14 season tickets can be found at www.lcfc.com or by visiting www.lcfcdirect.com.
Full information on match-by-match ticket prices and any local promotions currently on offer can be obtained by visiting the City Fanstore in person, by calling 0844 815 5000 option 1 or visiting: www.lcfcdirect.com or the Club’s official website: www.lcfc.com
Cup Match Ticketing (F.A/League Cups):
Priority tickets will still apply to Season Ticket Holders and Members for Cup fixtures for the 2013/14 season. Where possible, ticket prices will be agreed with the opposing club. On agreement of prices be it a home or away fixture, ticket pricing information will be available using the available Club media (in first instance www.lcfc.com).
Season Ticket Holders will be given priority to purchase their current seats in the event of Cup ties although should the seat be allocated to the opposition in compliance with competition rules a suitable relocation will be granted to the season ticket holder in this event.
In the event of a smaller anticipated gate for certain Cup fixtures all areas of the stadium may not be opened, this may result in certain Season Ticket Holders being required to relocate their regular seats.
Away Match Ticketing:
Season Ticket Holders obtain preference on all away match tickets on a priority basis.
This priority system is based on the number of points accrued when attending Away fixtures during the previous season as a way to further reward those whom travel the length and breadth of the country in support of the club.
The priority scheme is under review but will be available to all Season Ticket Holders. (For points required please see www.lcfc.com)
Selling dates for all away match tickets will be published on www.lcfc.com when available.
The Club reserves the right to vary this system at any time.
The matchday experience at LCFC is not limited to those seated within the home areas of the stadium on a matchday. We acknowledge as a Club that many supporters both home and away travel far and wide to see their club in action. We pride ourselves in endeavouring to offer the same care and attention to detail that is afforded to the home supporters throughout the season.
We are committed to offering supporters of away teams a comparable admission price compared to that of the home support and also offer an equal level of service in all aspects of what we do both inside and outside of the Stadium.
As with our own home support we endeavour to provide as inclusive an experience on a matchday as possible to all in attendance.
As a Football Club in accordance with Football League regulations we do reserve the right to organise local promotions during the season.
LCFC prides itself in providing a number of ways for supporters to further interact with the Club through various initiatives and Membership schemes.
The Club offers a number of membership packages for families, adults, and junior supporters.
Membership information is available from www.lcfc.com and can be arranged by contacting the City Fanstore through the various communication channels. Memberships can now also be purchased through the new and improved LCFC Direct website (www.lcfcdirect.com).
LCFC Refunds Policy:
In the unlikely event of any match postponement our refunds policy will take into account the following:
• Replays of abandoned matches – If a match is abandoned after spectators are admitted to the ground before kick-off, ticket holders will be entitled to free admission to the re-arranged match. Should the match be abandoned after the kick-off, ticket holders will then be entitled to half price admission for the re-scheduled date.
• In the event of postponement of fixtures after half-time no refunds will be made available to ticket holders in these circumstances.
• Dates and times of kick off will be announced on the Club website, in the matchday magazine and/or in the press and may be altered at short notice. It is the responsibility of supporters to ascertain the date and time of all fixtures including any re-arranged or postponed matches
• Leicester City Football Club provides a safe and inclusive environment for all supporters. We operate a zero tolerance to anti-social behaviour and anyone who breaches our ground regulations will be subject to a banning order. In some instances the Club reserves the right to use season and lifetime bans.
• A person ejected from King Power Stadium is expelled via the Police detention room whereby a duty Police Officer records their details and a slip is served outlining an automatic three match ban. The EHS Officer will serve notice via an official letter to the perpetrator posted the following working day. Subject to a Police enquiry the Football Intelligence Officer may also request an extension to the ban.
• Depending on the severity of the offence a banned supporter may be requested to sign a good behavioural document before the ban is rescinded.
• An appeal should be lodged via a signed and dated letter served through Fanzone stating the reason for a request to be heard.
• The appeal procedure will be chaired by the Operations Director and supported by The Football League Intelligence Officer of Leicestershire Police.
• The person will be advised of the Club’s decision by an official letter within three working days of the appeal.
• A second offence carries a lengthier ban subject to advice from Police Intelligence cells.
Safety Advisory Group:
• The Club meets regularly with the Safety Advisory Group to discuss all home fixtures.
o The Safety Advisory Group comprises of several organisations which include the Local Authority, Leicestershire Police, Leicester Fire and Rescue Service, East Midlands Ambulance Service amongst others. The Operations Director represents the Club and two Leicester City Supporters also sit on the committee; the names of the supporters are available on request.
City Fanstore and Sales Centre opening hours can be found at www.lcfc.com or www.lcfcdirect.com.
Accessibility for All:
All visitors will be given the best possible opportunity to enjoy the available facilities to their fullest with the help of our dedicated staff in and around the stadium on a matchday.
We are extremely proud of our ongoing commitment to allowing spectators from all backgrounds regardless of gender, race, age and ability to enjoy the experiences of a Leicester City first team fixture or event.
Reinforcing this commitment is the close partnerships we as a Club have developed with a number of local community groups and also the Club’s very own Disabled Supporters Association (LCFC-DSA).
There are currently 186 designated wheelchair and companion spaces allowing for a wide range of viewpoints of the action with both ground level and mid-view vantage points each with fully functioning lift access points.
Our Supporter Liaison Officer is also our Disabled Liaison Officer and is available to assist with any enquiries and can be contacted by either telephoning 0844 815 5000 option 4 or e-mailing email@example.com
Transport links continue to be a key benefit of the location of Leicester City Football Club for supporters, customers and visitors alike, with road and rail links both in close proximity to the stadium.
The main road links of the M1 and M69 motorways provide excellent access from the north and south to the City’s already favourable central location. Non road users can also benefit from the great transport links with Leicester Train Station only a short distance away.
Supporters and customers living around the county boundaries and beyond will find getting here relatively hassle-free.
By Road - From North & South:
The M1 and M69 Motorways interchange at Junction 21 (M1), where you should exit and follow the signs for the City Centre via the A5460. After 3 miles turn right onto Upperton Road, go through a roundabout and take the first right down Western Boulevard and you will see King Power Stadium on your right-hand side.
King Power Stadium is five minutes drive or 20 minutes walk from British Rail, London Road, Leicester.
Please use the following links to find the most suitable route to King Power Stadium http://www.leicester.gov.uk/your-council-services/transport-traffic/transportpolicy/sustainable-team-homepage/buses-public-transport/ or to find a specific route to and from King Power Stadium please use this email address www.travelineeastmidlands.co.uk
Fox Travel – Away
Your support is important both home and away, so when travelling to those away destinations we like to ensure that the journey is as hassle free as possible with our Fox Travel away service.
Each coach is hosted by two of our excellent stewards who will be there to help you on your way to and from the match.
Prices for up and coming games can be found on the Club website and the matchday magazine.
We acknowledge that car parking is essential for those often making long distance car journeys to a fixture or event. To assist with this we are always looking to increase the levels of car parking available to users of the Stadium through dialogue with local companies to offer further parking solutions.
For further information on this please email firstname.lastname@example.org
Spaces are available nearby on a game-by-game basis at our Filbert Street car park for £12.50 per space. Car park spaces should be pre booked preferably before the day of the match, however, late bookings can be made up until 10am on the day of the match, subject to availability. Please contact the Sales Centre on 0844 815 5000 option 1 or visit the City Fanstore to purchase a space
Alternatively you can purchase a seasonal space through the City Fanstore or by telephoning the Sales Centre on 0844 815 5000 option 1.
Car Parking is also available at nearby NCP car parks next to the Leicester Tigers Rugby ground and also NCP car park next to Morrisons Superstore .
Parking is available on Freemans Common Business Park on individual business car parks. The parks are run in aid of the Multiple Sclerosis (MS!) Therapy Centre. Parking is £3 or £4 depending on the location and all proceeds go to the charity.
Car sharing is an initiative the Club would urge all supporters to look into, this not only helps with costs but also the environment. The Club itself actively promotes the notion of supporters sharing car journeys to the stadium to limit congestion and also to reduce the carbon footprints of those travelling to matches.
Information on the Leicester City Car Sharing Scheme can be found at www.lcfc.com.
The City Fanstore is the flagship for all official lines of LCFC merchandise, of which many can now be purchased globally through the new and improved LCFC Direct website, and throughout Thailand at all King Power Duty Free outlets.
Open 7 days a week, the City Fanstore aims to provide top quality official Leicester City merchandise at affordable prices to its customers.
In keeping with the many improvements that have been made at King Power Stadium, the expansion of the Club’s retail operation is one of the most significant. Customers and supporters will be offered a truly unparalleled shopping experience throughout the City Fanstore.
Every aspect of the Club’s retail operation has received an overall improvement leading to streamlined processes across both merchandise and ticketing for physical and online transactions.
Wherever your purchase is made we want to guarantee you enjoy first class service, whether your transaction is made in store in person, via our dedicated mail order service or online at www.lcfcdirect.com.
We want our customers to be 100% satisfied with the products purchased and to reaffirm this intention a full refunds policy is in place.
What we will do for you –
• Guarantee the despatch of goods within a maximum of 14 days of the date of initial order (subject to availability of goods)
• Allow for exchange or refund within 28 days of good purchased by original method of payment should you be unhappy with your purchase (proof of purchase required).
Failure to provide proof of purchase will result in items only being exchange for a credit note to the value of products retail value at the time of return.
• Ensure that the lifespan of each item of kit will be clearly indicated on the item when on display within the City Fanstore to ensure transparency on all official kit that is supplied and sold through the various retail outlets.
• Faulty items must be returned clean, items that are being worn by a supporter whilst visiting the Fanstore will not be accepted.
Non-Matchdays at LCFC:
King Power Stadium is more than just a football stadium, all year round our first class facilities are available for hire for a host of different events and conferences.
Our unique venue features 42 Executive Boxes for smaller meetings with extensive pitch facing views; conference space for 550 in the Walkers Hall; banqueting and party facilities for up to 600 guests and over 2000 square metres of exhibition space plus free car parking for up to 500 cars.
Call our dedicated events team today on 0844 815 5000 for further information, alternatively you can email us – email@example.com
LCFC and our Community Trust are combining to offer a holistic programme to schools. This is in the form of our Schools Partnership which we are launching in September 2013.
Our programme covers a wide range of curriculum areas in Key Stage 2, 3 and 4, including Healthy Lifestyles, Physical Education, History and Literacy. This is delivered by a team of qualified FA coaches and teachers who have all undergone a comprehensive screening process through the Disclosure and Barring Service (DBS).
For further information on our schools programme please email us at firstname.lastname@example.org
The Remembrance Garden at King Power Stadium is available to all fans as a special place to remember their loved ones. The quiet and peaceful garden is located to the south-west corner of the stadium and is accessible to everyone.
It is a great privilege for me to be associated with this wonderful facility; something I take extremely seriously and feel passionate about. I regularly visit the garden as I have a plaque there to remember my Mum and the peace and tranquillity of the area, within a very busy part of the stadium, never fails to amaze me.
We are honoured to oversee the maintenance of this facility to a high standard and we hope you will share this view as the garden continues to flourish over the years. Please help us to maintain the area by respecting the criteria we have put in place regarding temporary memorial items.
Plaques can be ordered to be erected in the garden and are aluminium mounted on a wooden background - these will be attached to the railings around the edge of the garden.
15-18 words may be chosen by yourselves and need to be submitted to the Club in writing on the form attached.
The cost of the plaque is £75 including VAT. Please make cheques payable to ‘County Engraving’.
The order usually takes a minimum of three weeks and once received we will erect the plaque and contact you by telephone or email to confirm that it is in place.
Scatterings in our Remembrance Garden can be carried out at any time by yourselves, including weekends, as long as it does not clash with a matchday.
Scatterings can be administered by either a Funeral Director or by personal request the Club Chaplain may also attend and hold a short private service, availability permitting.
All scatterings must be booked in advance, at least 48 hours before the desired date and all scatterings must take place in the centre circle of pebbles in either of the gardens.
The cost of a scattering is £25 including VAT. Please make cheques payable to ‘LCFC’.
Please contact fanzone on 0844 815 5000 option 4 or email email@example.com for further information on our Remembrance Garden
Helping in the Community
Leicester City Football Club continues to be at the centre of the community when it comes to helping charity.
Each season the Club plays its part in raising the profile of many local charitable organisations through the work of the LCFC Foxes Foundation (registered charity number 1144791), which continues the great work over the past 30+ years which has helped to raise in excess of £1million for good causes.
During the Foundation’s first two years 17 charities have joined a growing list that has been assisted by the great work of the Club’s staff, players and supporters who have helped to walk, row, climb and much more in pursuit of some impressive fundraising.
The fundraising efforts will continue to make a difference during the 2013/14 season.
For the 2013/14 season we will also be working closely with the Football League in support of their designated charity for the season, Prostate UK.
A familiar sight to Leicester City supporters, we will once again be actively acknowledging Remembrance Sunday by placing embroidered poppies on all first team shirts for our fixture against Nottingham Forest on Saturday 9
November 3.00pm kick off in support of the Royal British Legion’s Poppy Appeal.
Our Commitment To You
LCFC will always offer the forum for supporter and customer feedback through the designated Fanzone hotline, 0844 815 5000 option 4 and email address, firstname.lastname@example.org
All correspondence through Fanzone will be responded to within 72 hours of receipt with a full resolution whenever possible to be made within one week of the initial communication. If you are not happy with your response please e-mail the Manager, CEO & Board Office – email@example.com If you are unable to resolve your issue with the Club you can contact The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire PR2 2YF,
or e-mail firstname.lastname@example.org or telephone 0844 335 0183. If you are not happy with the response from the Football League you may contact the Independent Football Ombudsman, Suite 49, 57 George Street, Leeds LS1 3AJ or e-mail email@example.com or telephone 0800 588 4066.
Fanzone is also operational on a matchday through the dedicated text shortcode which can be used to alert our stewarding teams to any situations occurring within King Power Stadium on a matchday, use of this service is actively promoted within the pages of the matchday magazine, the video screens and across the matchday PA system. Merely use your mobile by texting 60066 starting with ‘FOXES’ followed by your message and our supporter service staff will monitor the situation.
Leicester City Fans Groups
• Leicester City Football Club works closely with our supporters and holds regular meetings with the Fans Consultative Committee. Anyone wishing further information should contact firstname.lastname@example.org
• Leicester City Disabled Supporters Association: email@example.com
• Leicester City Supporters Club: firstname.lastname@example.org
• The Foxes Trust: email@example.com
Leicester City will maintain the privacy and security of all details that we keep on record in accordance with the Data Protection Act 1998.
We may contact supporters from time to time with information we think may be of interest about upcoming fixtures, events or new products, as well as all the latest news and exclusive competitions from the Club.
Leicester City Football Club prides itself in being an equal opportunities employer. Those involved in any aspect of LCFC, whether a valued member of staff, a customer or a loyal supporter, we will always endeavour to provide inclusive opportunities for all whenever and wherever possible.
Safeguarding at LCFC:
Leicester City Football Club is proud to operate within the stringent safeguarding guidelines as set out by the Football Association. All employed staff whose roles include contact with children and those under the age of 18 are all fully accredited with the relevant Criminal Records Bureau (CRB) check.
The Club can also refer to a dedicated Children’s Officer to ensure that any changes in policy or procedure are also implemented to further safeguard our many employees, supporters and customers.
Contact details/opening hours:
Supporters or customers wishing to contact Leicester City Football Club can do so through the following channels –
Leicester City Football Club, King Power Stadium Filbert Way, Leicester, LE2 7FL
Main Telephone Number – 0844 815 5000
Match tickets, season tickets, merchandise orders, memberships, Fox Travel, car parking, stadium tours, Foxes Player, PA & Video Screen matchday messages, football coaching courses, Filbert appearances.
Telephone – 0844 815 5000 - option 1
E-mail – firstname.lastname@example.org
Online – www.lcfcdirect.com
Sponsorship and Advertising
Telephone – 0844 815 5000 – option 2
E-mail – email@example.com
Conference and Events
Telephone – 0844 815 5000 – option 3
Website – www.lcfcevents.co.uk
E-mail – firstname.lastname@example.org
Telephone – 0844 815 5000 - option 4
E-mail - email@example.com
Community Trust - Leicester City Football Club in the Community
Telephone – 0844 815 5000 - option 5
E-mail - firstname.lastname@example.org
Telephone - 0844 815 5000 – option 5
E-mail – email@example.com
Families at Leicester City Football Club
Telephone – 0844 815 5000 – option 5
E-mail - firstname.lastname@example.org
Leicester City Foxes Player registration queries
E-mail – email@example.com