12:00 01 July 2013
By Portsmouth FC
This charter is a revised edition for the current season in relation to the Football Task Force recommendations of 1998. It represents the club policy in regard to the standards the general public can expect when dealing with all aspects and departments of Portsmouth Football Club. It is displayed at prominent areas of the club and also appears on the official club website.
The phone number for main reception is (023) 9273 1204.
Emails should be sent to email@example.com
Portsmouth Football Club is the biggest community-owned club in British football and, as such, seeks to give its customers the highest standard of service possible in all areas.
The club will do its utmost to resolve any dissatisfaction through departmental heads or by staff addressing any complaint or grievance. We recognise that all supporters and customers should be respected and treated with courtesy and efficiency by all staff members at Portsmouth Football Club.
In the first instance, a complaint should always be made by phone, email or letter to the relevant head of department. All departmental contacts’ names, email addresses and telephone numbers are listed below. All the club’s staff are committed to acknowledging customer complaints/suggestions/enquiries within two working days of receipt.
Should customers/fans not receive the minimum of an acknowledgement within this time frame, they should contact Johnny Moore (Supporter/Press Liaison Officer) at firstname.lastname@example.org
If after 10 working days the complaint is not resolved to the customers’ satisfaction, it will be picked up by Johnny Moore or Ashleigh Emberson, PA to the chairman (email@example.com), who will be copied in to and monitor all previous correspondence.
They will, if necessary, refer it on to the club’s Chief Executive Mark Catlin (firstname.lastname@example.org) for final arbitration.
This arbitration will be delivered to the complainant by letter, phone or meeting. If the initial compliant is made by phone but remains unresolved, then the head of department will inform the above staff of this and it will follow the same procedure through to arbitration.
The club has closely reviewed its customer complaint procedure and the standards we attain will be closely monitored throughout the season and logged for accuracy, reliability and effectiveness.
English Football League (EFL) Customer Service
The English Football League (EFL) also has a customer services department and has its own customer charter. This sets out the league’s policies.
Andrea Brown is the Customer Services Manager at the EFL and is the principal contact for matters relating to customer services. Contact can be made in the following ways:
Phone: 0844 335 0183
Fax: 0844 826 5188
Post: Customer Services Department, The English Football League Operations Centre, Edward VII Quay, Navigation Way, Preston, PR2 2YF
Office hours: Monday-Friday, 9am-5pm
Independent Football Ombudsman
There is also an independent football ombudsman whose contact details are:
Phone: 0800 588 4006
Post: Suite 49, 33 Great George Street, Leeds LS1 3AJ
Supporter Consultation and Information
The Pompey Supporters’ Trust (PST) are shareholders of the club and currently own 48.47%. They were formed in 2010 when the club was at the height of its financial problems and launched a community share scheme to help takeover the club when it was placed into administration in February 2012.
The club, at the time of writing, has 20 recognised official supporter clubs both at home and abroad. The club maintains an excellent relationship with most of these and a Supporters’ Liaison Officer has been employed at the club for 16 years.
Club officials, players and staff attend supporter club meetings as many times as possible throughout the season. Supporter clubs outside the local area meet with club officials at the team hotel when the team has a match in their particular area.
There is also a supporters’ conference that meets regularly. The conference is made up of all the different supporter clubs and message board moderators and has had a real impact in making them a more united group.
The conference is very much seen as a vital cog in the wheel under community ownership and work closely with the club on projects involving ticketing, matchday hospitality, matchday experience and other day-to-day issues.
The club also has regular dialogue with our disabled supporters through the Portsmouth Disabled Supporters Association and disabled fan representation on the supporters’ conference.
For any club supporter enquiries, please contact:
Press/Supporters Liaison Officer: Johnny Moore
Phone: (023) 9273 1204
For any Pompey Supporters’ Trust enquiries, please contact:
Post: PST, c/o Pompey Study Centre, Anson Road, Portsmouth, PO4 8TB
Phone: 07980 843600
Press and Media
As soon as the club has any information to release this is relayed on the official website (www.portsmouthfc.co.uk) and via social media platforms, with the media subsequently informed.
The club have a number of social media channels (Twitter, Facebook, Instagram, YouTube) to provide information to fans. We also have a subscription video service, called Pompey Player (http://www.player.portsmouthfc.co.uk/).
Press conferences are usually held on a Thursday preceding a weekend game and on a Monday preceding a midweek game.
On receipt of accreditation for matches, all accredited press are sent an information sheet containing answers to the most common questions in preparation for their visit to Fratton Park.
The club strives to build on the excellent relationship already formed with the local/national press.
Media Manager: Neil Weld
Phone: (023) 9277 8568
Match accreditation: www.football-dataco.com
Tickets and Accessibility
Portsmouth Football Club will continue to strive to provide a quality, value-for-money operation, accessible to as many as circumstances allow.
Season ticket holders and shareholders are given first priority with regard to the purchase of tickets for league and cup matches. Subject to availability, remaining tickets will go on general sale.
The club reserve the right to determine the number of tickets given to one individual, depending on the number available or the attractiveness of the fixture. Up-to-date ticket information is published in our matchday programme, on our official website and through the local media.
Portsmouth Football Club provides an allocated family area in the stadium with discounted prices for juniors. Adults and seniors sitting in this part of the stadium must be accompanied by a child.
Please note that in the event that games are rescheduled (eg, for television coverage) after supporters have made travel plans and incurred costs, the club accepts no responsibility for financial loss.
Early bird season ticket prices have been frozen for the 2016/17 season, while children under the age of 10 qualified for a free season ticket in the South Stand Lower, provided they are accompanied by a full-paying adult season ticket holder.
We provide our disabled supporters with facilities for home matches subject to availability and have a disabled liaison officer working from the ticket office. This is Allison McNeil, whose contact details are listed below. The club have regular consultation meetings with the Pompey Disabled Supporters Association and are in the process of upgrading and extending disabled facilities.
The club will make up to 2,500 tickets available to visiting supporters in compliance with the FA rule which states that away teams must be offered 10 per cent of ground capacity. This will happen in the event of the maximum capacity being reinstated. If it remains as present, then the number made available will be a minimum of 1,800.
Portsmouth Football Club will charge the same price to visiting supporters as home supporters for comparable areas, except for home promotions. The methods for obtaining tickets are as follows:
Phone: 0345 646 1898
Post: Ticket Office, Portsmouth FC, Frogmore Road, Fratton Park, Portsmouth, P04 8RA
Ticket Office opening hours
Saturday (Non-matchdays): Closed
Saturday (matchdays) 11am-3.45pm*
Midweek (matchdays) 10am-8.30pm
*Open for enquiries and upgrades only. Home tickets sales will be from the booths behind the Fratton End.
Disabled Liaison Officer: Allison McNeil
Phone: (023) 9387 3132
Abandoned Match Policy
Portsmouth Football Club has a policy in respect of abandoned home matches. If a fixture is postponed before the match has kicked-off, valid ticket holders and any spectators who have already entered the ground will be offered a refund or free admission to the rearranged game. If the fixture has been in progress for less than 60 minutes, a replacement ticket will be offered to all spectators. If a fixture is abandoned after 60 or more minutes of play, then no such arrangement will apply.
In all instances, ticket holders will be advised over the PA system to retain their tickets as proof of their admission to the game.
All details of the rearranged fixture, including details of how to claim the new tickets, will be displayed on the club’s official website and relayed to the local media. Information for visiting fans will be forwarded to the visiting club.
Please note that in the event that away games are rescheduled after supporters have made travel plans and incurred costs, the club accepts no such responsibility for financial loss.
All staff are made fully aware of their responsibilities to uphold the good name of Portsmouth Football Club, both in their general conduct and dealings with the general public.
Matchday staff are also fully trained and briefed with their responsibility to provide a safe and pleasant environment for spectators when they visit the club.
Portsmouth Football Club is fully committed to equal opportunities for all individuals, regardless of race, colour or creed. We are also committed to our policy of non-discrimination in dealings with all individuals and to uphold their rights. The club has a written Equal Opportunities Policy as outlined below.
Portsmouth FC Equal Opportunities Policy
Portsmouth Football Club are firmly committed to equal opportunities for all individuals whatever their race, colour, nationality, ethnic or natural origin, religious beliefs, gender, sexual orientation, marital status, age or disability.
The aim and attitude of the club is such that no person, whether they are an employee, job applicant or customer will receive any less favourable treatment.
The football club strives to recognise all people as one and to further instil these values in all who are employed here. We view the bringing together of an optimum of multi-faceted individuals as the key to also bringing out the maximum ability in all to the benefit of Portsmouth Football Club.
This ensures the absence of any discrimination in our employment recruitment and promotional practices. Everybody employed at Portsmouth Football Club has a personal responsibility to uphold this and the club’s Equal Opportunity Policy in the way they treat colleagues, prospective colleagues, job applicants and customers.
This responsibility involves fairness and impartiality to all with regards to treatment and attitudes in a working environment that is devoid of personal vendetta, harassment, or bullying on the basis of race, colour nationality, ethnic or national origin, religious beliefs, gender, sexual orientation, marital status, age or disability.
A failure to uphold our Equal Opportunities Policy or an allegation to this effect will be vigorously investigated where necessary and may lead to summery dismissal. Under the Criminal and Public Order Act of 1994 this could constitute a criminal offence punishable by imprisonment or a fine.
Human Resources Manager: Ian Home
Phone: (023) 9277 8510
Pompey in the Community
Pompey in the Community (PitC) is the charitable arm of Portsmouth Football Club. Last season, across Portsmouth and the surrounding area, more than 37,000 people directly benefited from their programmes. During term time, they deliver to around 7,000 youngsters every week and this figure is growing continually.
The club is the heartbeat of the city so PitC’s work is vital. Many clubs talk of being ‘community clubs’ but this is truly the case with Pompey, who offer an innovative range of coaching, inclusion, health and disability programmes. We recognise that through the power of football, and more specifically Pompey, we can really impact the lives of local people.
The ethos of PitC is to use the motivational power of Pompey to promote education, healthy living and sporting participation and achievement among people of all ages. Pompey’s inclusion projects enable, promote and encourage the social, emotional and physical development of children and young people, primarily aged 8-19. The provision of opportunities, combined with a comprehensive programme of support, promotes young people’s positive contribution to the local community.
Pompey are widely recognised as having innovative and imaginative programmes that make a real impact and over the coming years we plan many more initiatives to work with our community in new and exciting ways.
PitC deliver a wide range of sports-related projects and educational programmes throughout Portsmouth, Gosport and Fareham, Leigh Park and Havant, West Sussex, Petersfield and Liphook and the Isle of Wight; meeting and exceeding the standards usually expected of a professional football club.
PitC were awarded the Football League’s prestigious ‘Community Club of the Year’ for the SW Region for 2014. The award was in recognition of the wide range of activities on offer as well as their children’s PUP matchday programme, created by, and for, local youngsters.
During this season, they will be working with partner organisations to design and deliver projects that offer opportunities for all, targeting those who feel alienated from mainstream provision by ensuring they develop accessible and affordable projects, while ensuring every opportunity is open to all, regardless of background.
Working with Jobsite, they were awarded ‘Business in the Community’s’ Social Impact Award for the SE Region for a youth volunteering project that culminated in the youngsters spending three months volunteering in the townships of Cape Town.
Director of Community Projects: Clare Martin
Phone: (023) 9277 6822
Portsmouth FC Charity Policy
As a community club, we are committed to helping local charities wherever we can. The club are, however, inundated with requests both locally and nationally and there are limitations to what and how much can be given.
The policy is to assist as many local charities as we can. Therefore, if such organisations provide us with a shirt or a ball, the club will ensure that the playing squad sign these for raffles, etc. Charities outside the area will receive a courtesy response explaining our commitment to good causes within the locality.
Charity requests should be made to Ashleigh Emberson (email@example.com) and Johnny Moore (firstname.lastname@example.org).
All bucket collections on a matchday are dealt with by Pompey in the Community and requests should be directed to Clare Martin (email@example.com).
Matchday Hospitality and Events
Here at Fratton Park we have a variety of welcoming lounges for you to enjoy matchday hospitality or a non matchday events in style.
Whether you are celebrating a birthday, special occasion or would like to sponsor the match, we have just the package for you!
We have a very dedicated and professional team who will cater for all your hospitality, conferencing and event enquires. Our catering team provide the highest quality service at competitive prices throughout the stadium, be it for matchday or non-matchday.
The club regularly monitors feedback from our clients to enable us to be extremely competitive and offer the most unique experience within the region.
Head of Hospitality & Events: Tom Jeffes
Phone: (023) 9277 8558
Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association and The Football League in respect of the relevant competition. The Ground Regulations incorporate the club's Customer Charter. Entry to the Ground shall constitute acceptance of the Ground Regulations.
"Ground" means this football stadium and all locations owned, occupied or utilised by the Club.
"Club" means this football club.
"Match" means any association football match (or any part or aspect of such a match) taking place at the Ground.
"Material" means any audio, visual or audio-visual material or any information or data.
“Football Authorities” means The Football League, Premier League, Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football.
1 Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground any person:
1.1 that fails (or in the Club's reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward; and/or
1.2 whose presence within the Ground is, or could (in the Club's reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.
2 On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).
3 The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.
4 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.
5 In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club's Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.
6 All persons seeking entrance to the Ground acknowledge the Club's right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.
7 The following articles must not be brought within the Ground – knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground.
8 Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing
worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Club’s management.
9 The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
10 Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
11 The following acts are offences under the Football (Offences) Act 1991 (as amended):
11.1 The throwing of any object within the Ground without lawful authority or excuse.
11.2 The chanting of anything of an indecent or racialist nature.
11.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.
Conviction may result in a Banning Order being made.
12 All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.
13 Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.
14 The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.
15 EFL stadia are smoke-free and smoking is not permitted inside the Ground. This includes the use of electronic cigarettes and vaporisers.
16 Mobile telephones and other mobile devices are permitted within the Ground provided that (i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes); and (ii) no Material that is captured by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.
17 Under the Sporting Events (Control of Alcohol etc) Act 1985 (as amended), the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:
17.1 Attempting to enter the Ground or being inside the Ground while drunk.
17.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.
18 Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.
19 Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) to the Club and The Football League. You further agree (if and whenever required to do so by the Club and/or The Football League) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and The Football League absolutely and with full title guarantee.
20 No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.
21 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club or otherwise in accordance with the relevant ticket terms and conditions. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground and/or “blacklist”, any person who has offered for sale or transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions). Tickets remain the property of the Club at all times.
22 CCTV cameras are in use around and in the Ground. Body worn video cameras recording video and/or audio may also be used as appropriate, for example to record prohibited behaviours as referenced in paragraphs 9 and 10. The Club may itself use or pass to the police or any Football Authority or other clubs, any recordings for use in any proceedings.
23 At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.
24 By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary.
25 Further to paragraph 24, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.
26 Refused entry to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.
The club has a formal agreement with Hampshire Constabulary to share and exchange information with regard to any persons who commit offences, to prevent breaches of football banning orders, deter those convicted/involved in football criminality or deter potential violence, disorder or disruption.
Published by EFL in June 2016
Portsmouth Football Club Ejection and Banning Policy
Portsmouth Football Club are committed to taking the appropriate action that will deter or prevent offences or acts of unacceptable behaviour being committed at home fixtures.
Those supporters who are identified as having breached ground regulations, committed offences or behaved in manner likely to harm the Club's reputation will be subject to the action as detailed below.
Arrests (home and away)
Any persons arrested for a football-related offence, which is an arrestable offence or is a breach of the ground regulations, will have their season ticket/match ticket confiscated by the Club without reimbursement and will be banned from all fixtures (home and away) until the matter has been dealt with by the police.
If the person is bailed to court, then the ban will remain in force until a decision has been made by the court.
If the person is acquitted of all charges by the court, Portsmouth Football Club reserve the right to impose a club ban.
Where a banning order has been made, the Club reserves the right to impose an indefinite ban from attending Portsmouth Football Club fixtures.
Upon expiry of the court ban, the offender may contact the club in writing to have the case reviewed.
Ejections (home fixtures)
The Club reserve absolutely the right to eject from the ground any persons failing to comply with the ground regulations or whose presence within the ground is, or could reasonably be constructed as, constituting a source of danger, nuisance or annoyance to any other person.
The Club will confiscate the season ticket/match ticket if applicable without reimbursement.
In addition, if persons are ejected, they may receive a warning or a fixture ban which will be for a minimum of one fixture and a maximum of three fixtures per offence. This may include the purchase of tickets for away fixtures.
Ejections (away fixtures)
Any persons ejected for a breach of ground regulations at an away fixture may be subject to a home fixtures ban, together with the purchase of tickets for away fixtures.
Other Acts of Unacceptable Behaviour
The Club reserves the right to refuse admission, withdraw tickets or ban any persons who, through their actions, behaviour or opinion, bring the Club's name or reputation into disrepute.
The penalties for their actions will be determined as appropriate depending upon the circumstances.
Any persons appealing a Club ban can apply in writing to the safety officer. Such an appeal will be heard by a four-person panel, made up of chief execution Mark Catlin, security stadium manager Marie Stedman, supporters' liaison office Johnny Moore and inclusion officer Colin Farmery.
The club will be privy to using any video or witness evidence to substantiate the ban, while the affected fan will be able to give their account and produce any evidence supporting their appeal.
First Aid Cover at matches consists of the following:
1x Emergency Care Practitioner
2x Command Officers
1x A&E Ambulance
Safety Officer/Security Manager: Marie Stedman
Phone: (023) 9277 8538
All the club official kit and merchandise is managed by and under contract to Sondico/Sports Direct.
You can contact them at firstname.lastname@example.org or by writing to Unit A, Brook Park, Meadow Lane, Shirebrook, Mansfield NG2O 8RY.
Pompey and Sondico have also set up a dedicated email address (email@example.com) for queries from fans about replica kit and the general retail operation.