Club

Customer Charter

Customer Charter

Dundee Football Club recognises the special bond between the Club and its supporters. It further recognises and respects the invaluable contribution the supporters make to the life of the Club.  As such, the Club makes every effort to ensure that its policies and practices are open, accessible and communicated as effectively as possible with its supporters.

The Club will conduct an annual review of its customer’s charter and associated activities and make changes as found appropriate in line with the guidance from relevant governing bodies. Documentary evidence of this shall be included in its Club Licensing audit submission.

Key Issues

  • Accessibility
  • Visiting Support/ Away Matches
  • Loyalty and Membership
  • Consultation and information
  • Community Activity
  • Equality
  • Customer Service

 

  • Accessibility
  • Dundee FC continues to strive for wider access to matches by offering Concession rate tickets for chosen groups (under 12, under 18, over 65, full-time students and disabled supporters).
  • Corporate packages are tailored to suit a variety of budgets and requirements.
  • Visually impaired supporters are offered a commentary service which is available to all home matches.
  • Free tickets are issued to children taking part in the DFC in the community soccer camps during the school term holidays.
  • DFC has a comprehensive Ticket Policy which is displayed in the Ticket Office. Tickets can be purchased in person at the Ticket office, by Telephone and online.
  • Tickets for cup competitions are offered, where practical, on a preference basis first to season ticket holders, Corporate Season Ticket Holders, and Supporters clubs affiliated to Dundee FC Supporters Association. Thereafter, they go on general sale.
  • As a general rule tickets purchased are non-refundable except where the club for whatever reason does not fulfil the fixture for which the ticket was purchased. The Club’s Ticket Policy clearly sets out the circumstances under which such refunds are made.

 

  • Visiting Support/ Away Matches
  • The Club’s supporters are allocated tickets for away matches in a similar way to that used for home cup matches. Tickets will normally be offered initially to Season Ticket Holders, Clubs affiliated with Dundee FC Supporters Association. The hosting club normally determines the cost of these tickets after consultation with the visiting club.
  • The Club will not charge admission prices to visiting supporters, which are higher than those charged to home supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens, young supporters, students and the disabled are also available to the away support.
  • The Club will always adhere to the rules of both the SFA and SPFL when allocating ticket allocations to visiting clubs.

 

  • Loyalty and Membership.
  • The Club runs a membership scheme for junior supporters (Junior Dees). This entitles members to a range of benefits such as a certificate of membership, a birthday card, a DFC goodie bag, free entry to a Junior Dee Christmas party, subsidised escorted trips to selected away games and other benefits.
  • The 1893 Foundation was set up in 2020 offering a range of memberships with benefits based upon a monthly subscription from £10 to £100 per month. Exclusive Benefits include hospitality, an 1893 tie, t-shirt, scarf, badges, and exclusive entry to 1893 events.

 

  • Consultation & Information
  • The club will consult with supporters on a regular basis through dialogue with the office bearers of Dundee FC Supporters Association who will communicate on behalf of their membership and through regular meetings with the Supporter Liaison Officer.
  • Q&A sessions are open to all supporters and regular information is disseminated via the Official Club website.
  • The club will publicise its position on major policy issues in a concise format in the Match Day Magazine, Official Website and through press releases.
  • The Club will give the earliest possible notice when changes are made to club policies. This will of course have been preceded by the Board’s discussion and decisions which will involve supporter’s representatives including where appropriate the SLO.
  • The Club will, where appropriate, consult with supporter representatives regarding the design of both home and away kit. The method and timing of this consultation process will be determined by the Board.

 

  • Community Activity
  • The Club support activity both in the local community and the wider football community and it is actively involved in several schemes through its charitable arm, Dundee FC Community Trust. The Trust which is registered with OSCR (SC047946), has several staff to deliver its programmes within the community and more information on the Community Trust can be found on its website dfccommunitytrust.org.uk
  • The Community Trust works with local and national agencies including the local authority, NHS and Scottish Government and the Club and Trust will continue to work with ‘Show Racism the Red Card’, and organisations to tackle problems of racism within football and the wider community.  The trust aims to provide community programmes to the local area tackling important social issues including disability, racism, discrimination of all kinds and general social inclusion.
  • The Club has a Charity Policy, but preference is given to the Club’s charitable arm, Dundee FC Community Trust. The Club will conduct an annual review of performance against the objectives set out in this document. The Club offers pre-arranged stadium tours to interested parties, more of which can be found on the Club website.

 

  • Equality
  • It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointments, terms of employment, conditions of service and opportunity for training and promotion regardless of sex, marital status, creed or religion, colour, race, age, disability, sexual orientation, ethnic or natural origin. The club is also committed to the development and promotion of such equality of opportunity. This policy also applies to the treatment of customers, clients and suppliers.

 

  • Customer Service
  • Dundee Football Club Strives to achieve and provide good value for money in all areas of its business.
  • All Customers will be treated with courtesy and respect.
  • The club will ensure that all information on its automated telephone answering systems is relevant and current.
  • The Club will endeavour to respond promptly to any contact from customers.
  • For the avoidance of doubt, the club would prefer that any complaints are made in writing by email or letter and will be responded to in the same form. In the first instance, we would ask that the customer contact the relevant department or director who should acknowledge any complaint where possible within 3 working days of receipt and will endeavour to provide a full response within 10 working days.
  • If you feel your complaint has not been dealt with speedily and within the timescales above, please contact the General Manager, Greg Fenton, who has overall responsibility for customer service. Contact Details are as follows:

 

Post:     Dundee Football Club, Gardyne Campus, Gardyne Road, Dundee, DD5 1NY

Tel:        01382 889966

Email:    [email protected]

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