Chelsea Customer Charter
Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS
Telephone 0207 958 2190 (UK), 0044 207 836 9373 (international)
Chelsea Football Club is always reviewing key policies and these may change
during the course of the season, if they do, this charter will be updated.
Chelsea’s policy towards its customers is, and always has been, to ensure
that each of its customers, whether individual or hospitality, is provided with
service and quality that exceeds their expectations in a safe and secure
environment. Chelsea’s vision is: “To outperform our competitors both on
and off the pitch.” This applies to customer service, as well as achievements
on the pitch.
Chelsea Football Club’s customers are defined as: 
Individual supporters, whether season-ticket holders; executive club
members, members or casual attendees.

Hospitality members, whether season-ticket holders or casual non-match
day visitors to the stadium.

Hospitality or individual clients using the stadium's facilities on nonmatch days.

Customers purchasing from the Chelsea retail stores and the Chelsea
online stores: chelseamegastore.com, chelseamegastoreasia.com,
chelseamegastoreusa.com

Visitors to the management offices.

CFC staff and those of its related companies.
Ticketing
1.1.
Chelsea FC will continue to promote greater accessibility of tickets for
matches, with a range of prices and facilities that encourage the
widest possible support.
1.2
The club recognises the need to encourage the attendance at
matches of families and children to help ensure continuity of support
in future years. Chelsea FC has a dedicated family section in the East
Stand Lower North and South areas with over 3,000 seats available.
These areas have concessionary pricing for juveniles (described as
those under 20 years old) when accompanied by an adult and/or OAP.
1.3
There is concessionary pricing for existing juvenile seasonticket holders in other areas of Stamford Bridge also for both Premier
League and UEFA Champions League/UEFA Europa League.
1.4.
No more than 70% of Stamford Bridge will be allocated for use by
season-tickets holders; therefore 30% will be available to Chelsea
members, and possibly the general public, subject to segregation, the
away club allocation and competition restrictions.
1.5.
Season tickets do not include domestic or European cup matches.
Match ticket prices for the Premier League, and UEFA Champions
League, range from £35-£87.
1.6.
Chelsea is committed to a discounted price scheme for domestic cup
competitions. Subject to the approval of the visiting team, the prices
are currently £30 and £15 for the FA Cup, £25 and £12 for the League
Cup.
1.7.
At all these matches season-ticket holders have first refusal, thereafter
Chelsea members have the opportunity to buy tickets. Any residue
seats are made available to the general public. Match tickets sold on
general sale for all Chelsea matches will be sold at a £5 increase
(adults) and £2.50 price increase (juveniles/senior citizens) on
members admission price, subject to availability.
1.8.
No admission charge is made for a replay whenever a match is
abandoned within 30 minutes of kick-off or up to half-time and where
spectators have been admitted to the ground. A 50% reduction in the
ticket price will be offered when a match is abandoned after half-time.
1.9.
A refund will be given in full for tickets, provided they have been
properly purchased, and a request in writing (together with the tickets)
has been received by the Ticket Office no later than 48 hours prior to
the date of the match.
1.10. Chelsea FC does provide reduced-price tickets for seats with a
restricted view, as defined by the Football Licensing Authority
guidelines.
1.11. We offer three types of ticketing schemes for our disabled supporters.
The rota scheme and disabled season ticket holders are free of charge
for the disabled and their personal assistant. Tickets are issued to
disabled members within the rota scheme 42 days prior to the match
and sent direct to the disabled member free of charge. We also
operate a disabled match membership scheme that gives disabled
members the chance to purchase their ticket and receive their personal
assistant ticket free of charge. In order to do this you will need to be a
member of the disabled match scheme and apply for tickets as
detailed on the website. We offer a disabled membership free of
charge or paying membership depending on requirements to disabled
supporters. Disabled membership and season tickets applications
require proof of disability. For all disabled information and to access
the disabled ticketing policy please visit www.chelseafc.com/tickets or
contact Chelsea FC’s Disability department; email:
disability@chelseafc.com Telephone: 020 7915 1950, fax: 020 7565
1462.
1.12. General ticketing information and the club ticketing and disabled
ticketing policy can be found on www.chelseafc.com/tickets, by phone
via the Box office 0871 984 1905 (UK), 00 44 207 835 6000
(international), Disability line 0207 915 1950 in the matchday
programme, the monthly Chelsea magazine and the annual fixture list.
Other club outlets for ticket news include Chelsea TV, or the Chelsea
NOW mobile service which is available at www.chelseafc.com or
contact chelseanow@chelseafc.com
1.13. Chelsea offers supporters the chance to pay for their season-ticket by
six monthly equal payments via a new instalment plan operated by
Premium Credit Ltd.
1.14. Chelsea offers various priority schemes for home domestic or
European cup matches and away matches in the Premier League and
Europe to season-ticket holders. Membership of these schemes
commits the supporter to purchasing ALL tickets in the scheme,
subject to availability. These tickets are generally allocated on a firstcome, first-served basis. This may change at the discretion of Chelsea
FC where there are demand issues. The club will use all reasonable
endeavours to communicate any change in policy at the earliest
possible opportunity.
1.15. Due to various UEFA or other cup competition commitments, it is
possible that season-ticket holders in certain sections of Stamford
Bridge may be displaced for individual matches. If this happens then
the season-ticket holder will be able to purchase a match ticket in any
other part of the ground at the same price as he/she would have paid
in the area from which they were displaced subject to availability.
1.16. Chelsea will use all reasonable endeavours to give the earliest possible
notice of any changes to its ticketing policy and the reasons for such
changes.
1.17. In order to ease the ticket purchase experience, Chelsea FC has an online ticket purchase system to satisfy demand and increase speed of
purchase.
1.18. All ticket sales are subject to terms and conditions and the stadium
regulations. For full details on the ticketing policy please visit the
tickets section on the website www.chelseafc.com/tickets
Away Support
2.1.
Chelsea operates an FAPL Away Season Ticket Scheme for seasonticket holders and members, which gives priority to those in the
scheme. The away Premier League scheme is now only payable over 8
monthly instalments. This scheme guarantees a ticket for the away
match, depending on allocation, with tickets being sent out
automatically to the supporters on the scheme. The remaining tickets
will be split 60/40 between season ticket holders and members and
sold on different selling dates. Full details can be found in the
ticketing policy at www.chelseafc.com
2.2.
Chelsea allocates these tickets under Premier League guidelines which
advises the tickets are allocated according to the host club’s policy;
therefore Chelsea cannot guarantee the quality of the seats.
2.3.
Ticket prices are determined by the host club. In the event of an away
domestic cup tie, Chelsea will attempt to secure discounted ticket
prices in line with the club’s own policy for home matches, however if
the host club does not operate a discount policy this is not always
possible.
2.4.
For visiting supporters at Stamford Bridge, the prices charged are
comparable to those charged for Chelsea supporters. The club
allocates tickets to visiting clubs as prescribed by the FA Premier
League.
Chelsea FC Membership Scheme
3.1.
Chelsea has a membership scheme for adults, True Blue, which for an
annual subscription from £25 (UK price), provides a series of exclusive
benefits. For full details go to the members section on the Chelsea
website, www.chelseafc.com/memberships, or call the membership
department *0871 984 1905 or international customers should call
0044 207835 6000. Chelsea generally makes approximately 10,000
tickets per match available to members, subject to individual match
restrictions.
3.2.
Chelsea also operates a membership scheme for under 20s, Junior
True Blues, for £20.00 a year (UK price), that offers a variety of
exclusive benefits. For full details go to the members section on the
Chelsea website, www.chelseafc.com, or call the membership
department on *0871 984 1905.
Chelsea FC Loyalty Scheme
4.1.
A loyalty scheme continues to operate for all Chelsea FC home
matches. This scheme also operates for all Chelsea away matches.
Loyalty points will be used prior to domestic cup finals, UEFA
Champions League/Europa Cup semi-final and final and the
Community Shield. Points earned leading up to these games will be
activated giving priority on tickets, subject to availability. Chelsea
Football Club reserves the right to apply the use of the loyalty point’s
process in order to obtain match tickets to any other fixture outside of
the matches listed above, if required.
4.2
The scheme now operates where by season ticket holders and
members collect loyalty points for tickets purchased. Full details can
be found at www.chelseafc.com.
Consultation
5.1.
Since the 2004/5 season, Chelsea has hosted Fans Forums, three
times a season. The Forum is made up of 18 independently selected
fans from different fan groups. These main meetings are
supplemented by smaller meetings between the club and individual
representatives of the forum. The whole process is overseen by the
Electoral Reform Services to ensure best practice and independence.
5.2.
All minutes of the meetings are posted on the club website,
www.chelseafc.com.
5.3.
In addition Chelsea will annually commission a Fans Satisfaction Survey
aimed at assessing current satisfaction and setting targets for the
future. This survey is independently commissioned by The Leadership
Factor. The results are presented to the Fans Forum and they will
continue to monitor progress, year on year. A summary of the findings
will be available on the club website, www.chelseafc.com.
5.4.
Chelsea is also a full participant in the FA Premier League National
Fans Survey which researches the behaviour attitude and experience of
fans from all clubs in the Premier League.
5.5.
Chelsea actively promote the creation and official accreditation of
supporters clubs in the UK and globally. Chelsea has a dedicated
Supporter Club office and can be contacted by emailing
supportersclubs@chelseafc.com. There is will be a dedicated section
on the club website, www.chelseafc.com providing further details,
ticketing availability and other special benefits created exclusively for
supporters clubs.
5.6.
Chelsea has in place, and continues to develop, ways of consulting all
stakeholders from a national to a local level. There are meetings,
regular contact and good relations with more than 10 local resident
groups, local politicians and MPs. These are also fostered through the
local council, with whom the club are involved with on several projects.
Corporate Social Responsibility (CSR)
6.1.
Chelsea FC is committed to achieving best practice and being a good
corporate citizen. This involves adherence to industry standards and
reporting frameworks but also corporate leadership by creating
innovative programmes in our immediate and wider community,
beyond the industry norm.
6.2.
Chelsea FC is a supporter of the Chelsea FC Foundation. The
Foundation’s work has seen a huge increase in the number of children
participating on a variety of courses in London and in Surrey, Essex,
Hampshire, Sussex, Berkshire, Essex and Wiltshire as well as a number
of programmes internationally.
Programmes cover a wide range of coaching, disability and female
specific courses all overseen by the dedicated staff of the Chelsea FC
Foundation.
The Foundation also provides a series of programmes tailored to the
particular needs and social make-up of the communities. Working in
partnership with organisations such as the police and youth offending
agencies, these initiatives help divert young people away from issues
such as social exclusion, youth crime and anti-social behaviour.
In total around 950,000 children attended Foundation courses during
the 2014/15 season. There is now a dedicated Foundation area of the
website at www.chelseafc.com/foundation.
For more information on the Chelsea FC Foundation, visit the website
or email foundation@chelseafc.com.
6.3.
Chelsea FC assisted more than 250 charities in 2014/15 providing
signed merchandise and fundraising activities. For more information
please contact charity@chelseafc.com.
6.4.
Chelsea FC is committed to inspiring learning and education through
the medium of football and to provide high quality programmes which
respond to local needs. Through the Chelsea FC Foundation the club is
building an extensive education programme with local schools and has
established two learning centres (“The Hub” at Stamford Bridge and
“The Hub2” at Cobham) aimed at supporting educational needs. For
more information contact matt.mead@chelseafc.com
6.5.
Chelsea FC is committed to tackling discrimination. Every matchday
programme includes a full-page poster giving details on how to report
discrimination, which are also displayed around the stadium on poster
sites. These include an internal hotline number 020 7386 3355, or
Crimestoppers on 0800 555 111 or Kick It Out on 0800 1699 414
The club has introduced an email address to report discriminatory
incidents, buildingbridges@chelseafc.com and launched the Building
Bridges campaign to promote equality in our communities.
The Chelsea Foundation continues to work with Asian football and
community groups to encourage and increase participation and the
number of coaches in football, through providing practical sessions
and campaigns such as the Asian Star project.
National anti-racism campaigns have been fully endorsed by the club,
such as ‘Lets Kick Racism out of Football’ and ‘Show Racism The Red
Card.’ Chelsea has been awarded the advanced level of the Equality
Standard for professional football clubs.
6.6.
Chelsea FC has supported, or also fully supports, a variety of other
projects which are backed by the Premier League and the Football
Association.
Merchandise
7.1
All home, away and change replica strip designs shall have a one
season life span. Year dates for the life span of strips feature on all
replica shirt swing tags (example 2013-14 and/or displayed in store.
*All calls to 0871 numbers are charged at a maximum of 10p per
minute, mobile networks may vary.
7.2.
Chelsea carries out its obligations under the Premier League rule book
to prevent price fixing in relation to the sale of its replica strip.
7.3.
The policy on refunds is to provide a full refund for any faulty
merchandise, provided that it is returned with the original packaging
(if any) and in the same condition as at the time of purchase. In
addition, any item found to be unsuitable will be exchanged for a
credit note to the same value where no alternative is available,
provided that the packaging (if any) is returned and it is in the same
condition as purchased. This does not preclude the customer’s
statutory rights, nor should Chelsea’s legal obligations, and any
returned merchandise should be made within 28 days of purchase
together with a valid receipt.
7.4.
Items with custom printing cannot be exchanged or refunded unless
the product is faulty. We accept no responsibility once a replica shirt
or short has been printed, in the event that a player leaves the squad
and/or his squad number changes, or if the badge changes in the
future. Please be aware that our supplier for lettering does not supply
any special characters, such as accents, ç or ñ.
Reminder: The squad numbers used on pre-season tours are not
necessarily the final squad numbers for the upcoming season.
Customer Service
8.1.
Chelsea FC regards excellent customer service as a top priority for the
business. All complaints or general enquiries are initially channelled
into our general enquiries department, telephone 0207 958 2190, and
then routed to the relevant department if the enquiries operative is not
able to give a satisfactory answer. General enquiries response times
may vary due to the high volume of calls particularly when match
tickets go on sale. Outside of these high volume periods, Chelsea is
confident that response times are competitive with other clubs. There
are no football industry standard response time targets set by any
official football body.
8.2.
If a customer is not satisfied with the immediate response, or if the
issue is more complex, put the complaint in writing, either by email to
customer.services@chelseafc.com or by letter to Customer Services,
Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6
1HS.
Once the letter or email has arrived with our Customer Service Coordinator a confirmation email will be sent to the customer within 48
hours to confirm the complaint has been logged and a reference
number will be given. The logged complaint will then be passed to the
relevant department to be dealt with direct with the customer.
8.3.
Chelsea will use its best endeavours to respond to a written complaint
within 14 working days from receipt of the complaint. If it is felt the
complaint cannot be resolved within that time, an acknowledgement of
the communication will be made as an interim measure.
8.4.
If you are still not satisfied with the response, you can contact the FA
Premier League, whose charter can be found on
www.premierleague.com. If you are still not satisfied the complaint
should be forwarded to the Independent Football Commission. The
Independent Football Ombudsman’s contact details can be found at
www.theifo.co.uk or write to The Independent Football Ombudsman,
Suite 49, 33 Great George Street, Leeds, LS1 3AJ.
8.5.
We believe employees who enjoy a greater work experience are more
likely to deliver a greater customer experience. Therefore our human
resources strategy seeks to coordinate how people across the board
join the company, how they are motivated and developed in the
company and finally how they are acknowledged and rewarded.
8.6
Part of the Chelsea FC induction course for all new employees - full or
part-time - emphasises the club’s total commitment to customer
service. The Employee Handbook sets out Chelsea FC’s policy on
sexual and racial harassment and warns that both are unlawful and
unacceptable and subject to Chelsea FC disciplinary procedures.
All staff, members, supporters and applicants for employment will be
regarded equally and be given equal opportunities irrespective of their
race, colour, nationality, religion or belief, sex, sexual orientation,
marital status, age, ethnic and national origin, disability or gender
reassignment.
All staff agree a Personal Development Plan with their Managers and
an annual training plan is widely published and delivered by members
of the HR department. The HR strategy has a major focus around
communicating to the company the Mission, Vision and Values of the
organisation. It provides workshop sessions for individuals at all
levels in the business in specific skills development and to help staff
understand their role in “making it real” for both the internal and
external customers.
8.7.
Launched in August 2005, the company now has a group-wide
employee nomination program for excellence. Employees can be
nominated throughout the month for a variety of positive customer
service actions or targets including a letter of recommendation from a
customer. There are a variety of rewards for levels of nomination.
A panel of senior managers reviews the nominees and appoints an
overall winner for the month. These winners enter a pool for winner of
the quarter and the winner for the quarter graduates to the pool for
the employee of the year.
If you want to nominate a member of staff for an award write to
Employee Nomination, Human Resources, Chelsea Football Club,
Stamford Bridge, Fulham Road, London, SW6 1HS.
8.8.
Customers wishing to log satisfaction can do so in the following two
ways: Either by email to customer.services@chelseafc.com or by letter
to:
Customer Services
Chelsea Football Club
Stamford Bridge
Fulham Road
London
SW6 1HS
Stamford Bridge Safety and Security
9.1.
Chelsea FC will use all reasonable endeavours to ensure that Stamford
Bridge is maintained to the highest standards and ensuring it is a safe
and pleasant environment for supporters and visitors. If you want to
know more about the club’s safety and security policy email Head of
Security Keith Overstall on keith.overstall@chelseafc.com
9.2.
Where there are apparent breaches of the ground regulations, match
ticket conditions of issue, or where there is behaviour connected to
Chelsea Football matches which is deemed detrimental to the
reputation of the club these will be investigated by the club with any
necessary sanctions imposed based on the individual circumstances of
the case. Appeals against such sanctions can be made in accordance
with the Appeals Procedure
Data Protection
10.1. Any data you disclose to us is collected, stored and used in a
responsible and secure manner. Our Privacy Policy supports this and
will give you more information if you'd like to have confirmation of our
commitment.
We collect your personal information in order to provide you with the
services you have requested in a timely and efficient manner.
Chelsea FC plc will:
1) Respect your right to privacy and we have in place technical and
organisational methods as required under the Data Protection Act
1998 to keep that data secure.
2) Collect permissions from you to send you the communications you
have selected but we respect your right to change your mind and we
have solutions in place to take note of your current preferences.
3) Use plain English so that you can easily understand what will happen
to your personal data when you share it with us.
4) Pass your information on to third parties for marketing purposes only
where you have given us your permission to do so.
5) Pass your information on to suppliers whom we engage to process
your information for us, for instance, to send you the Chelsea
merchandise you have ordered, where we have contracts in place to
ensure that they will take just as much care as we do whilst your data
is in their care.
6) Give you access to the data we hold about you.
7) Train our employees to take care to protect individual's personal data,
both inside and outside the office.
8) Have written policies in place that comply with the privacy regulations
so that there can be no doubt as to the commitment we place on using
your personal data responsibly.
9) Be responsive to any queries that you send us about how we collect,
store and use the information that you have provided.
10)
Keep our policies and our promises up-to-date.
10.2. To learn more about how we use your information, or to choose not to
receive communications from us, please e-mail
dataprotection@chelseafc.com or write to Data Protection, CRM,
Chelsea Football Club, Stamford Bridge, Fulham Road, London, SW6
1HS.
The Charter
11.1. The Chelsea customer charter will be posted on the club’s website,
www.chelseafc.com and will also be made available at major club
outlets or on written request to the Customer Service department.
*calls to 0871 numbers will cost you 13p per minute plus your phone
company’s access charge.