WELCOME to the latest edition of our Customer Charter, which contains information on a wide range of issues, from ticketing to customer service. The club is currently engaged in a process to thoroughly examine and update all customer touch-points. In the interim, we invite you to take note of its contents and, should you have any queries, please do not hesitate to contact the responsible individual identified below. Plymouth Argyle Football Club remains totally committed to delivering the best possible service to all of our customers. Supporters and Customer Service The primary contact is Rick Cowdery, who, on a day-to-day basis, will: attend to any complaints requiring immediate resolution; collate all other complaints and forward them to the appropriate official for action and reply; maintain a record of complaints and ensure prompt and substantive replies. Rick can be contacted in normal club hours, 9am-5pm each weekday. In his absence, please contact Chris Parsons, on general matters, or Mark Lovell, if your query concerns the Football in the Community Trust. The club prefers comments to be made in writing to: Plymouth Argyle Football Club, Home Park, Plymouth, PL2 3DQ. Rick can also be contacted via: 01752 562561 (telephone) 01752 606167 (fax) or firstname.lastname@example.org (email). The club will make its substantive reply via post, e-mail or fax within 14 days. If circumstances dictate that this is not possible, an interim response will be made and a substantive response made as soon as possible thereafter. Verbal comments will be responded to verbally. A record of all comments will be retained and we will report the number received once a year and aim to improve on them annually. Staff Conduct Our staff are required and expected to maintain the highest standards of service and courtesy at all times, in all circumstances. The club does not tolerate discrimination or harassment against any individual or group on the basis of age, sex, religion, race, nationality or disability. Consultation and Information We have in place formal processes which will allow our supporters to play a significant role in the governance of the club. We also continue to develop our relationship with sponsors, the media, Plymouth City Council and other stakeholders. We will publicise our position on major policy issues in the match-day programme, through mailings, or on our website, www.pafc.co.uk. We undertake research on the design and number of new strips and will continue to involve our supporters in the selection process via the new governance arrangements. Ticketing We are committed to providing value for money to the widest spectator base, through our Membership schemes, pre-match day purchase discounts, appropriate concessions, and occasional offers. We will review ticket-pricing annually and give the earliest possible notice of any changes to our ticketing policy. Young people (anyone under 18) and senior citizens (65 years and over) will be among those entitled to a concessionary ticket price. The club's current policy to its disabled fans is posted on the club website. Away supporters in the appropriate category will enjoy the same concessions, and no away supporter will be subjected to any higher charge than that made to our fans. To improve security and safety, away supporters are required to use the area of the stadium allocated to them. Although each case will be considered on its merits, in general, refunds are only made in exceptional circumstances at the discretion of the club. Football League regulations will be followed in the event of postponed and abandoned matches. If a match has to be postponed before kick-off, ticket-holders will be entitled to free admission to the rearranged fixture, on production of a valid ticket. If the game is abandoned after kick-off, spectators will be entitled to half-price admission to the rearranged fixture, on production of a valid ticket. Merchandise All replica strip designs shall have a maximum lifespan of one season. Details of the next intended change of strips will be available via the shop, official website, and match-day programme as quickly as possible. The club carries out its obligations under Football League regulations to prevent price fixing in relation to the sale of replica strip. The club offers refunds on merchandise in accordance with its legal obligations and on production of a valid receipt. Community Activities The club embraces Football in the Community, and it endorses the employment of the Disability Officer. The club will co-operate on joint ventures to benefit the community through local public authorities, particularly schools and colleges, business, commercial, charitable and voluntary organisations. We will endeavour to ensure management players and officials are available to support community programmes and events; The club is committed to assisting more people to play and watch football. Stadium The club will ensure that a safe stadium environment is provided and in turn ask that supporters adhere to the official Ground Regulations which can be found by clicking this link. This Season We will consult with fans over all aspects of the construction of our new grandstand as part of the of the Higher Home Park Plymouth development; We will endeavour to improve the match-day experience for our supporters by employing people to act as meeters and greeters – Argyle Angels – at our home games; We will designate one of our home matches as an Armed Services Day game, celebrating the club’s proud association with its community and honouring local servicemen and women.