Our Customer Charter seeks to define our commitment to our supporters and the standards to which we work. In compiling this Charter we have consulted with STAR, the Supporters Trust At Reading.
All our staff will try to ensure that problems don not arise. However we realise that things do occasionally go wrong. When they do we will do our best to put them right as quickly as possible. We promise to genuinely and honestly investigate each and every complaint we receive, and our aim is that you will receive a reply or initial acknowledgement within five working days, Should our investigation take longer, you will receive a full response within a maximum of 28 days. Your complaints or suggestions should be sent by the following means:
Email: customerservice@readingfc.co.uk
By Phone: 0118 968 1211
By Post: Customer Service Manager, Reading Football Club, Madejski Stadium, Jun 11, M4, Reading, Berks, RG2 OFL
If however, you are not satisfied with the reply you receive, you are welcome to contact The Football League at the following address:
Customer services department
The Football League Operations department
Edwrd Vll Quay,
Navigation Way,
Preston
PR2 2YF
Email fl@football-league.co.uk
Tel 08704439222
Fax 0870442118
Website www.football-league.co.uk
All feedback received will be recorded, and used to further assist us in improving our customer service.
A report detailing the number and nature of feedback received, including any improvements we have made, will be submitted to the Football League annually. A copy of the 2007 report is online here, or available on request from our Customer Service Manager.
Consultation and information
The Club consults supporters on a regular basis through forums, questionnaires and through discussions with the official supporters' organisation, STAR.
An independent quality audit programme will be undertaken at least three times a season to give us an objective insight into exactly how well we are doing. More than that, it will help to identify ways to improve performance in everything from catering and security to cleaning and customer service. Information gathered is used to guide improvements and will be shared with STAR, published on the official club website www.readingfc.co.uk and in matchday programmes.
The Club publicises its position on major policies in the matchday programme and on the official website.
The Club has and continues to develop ways to consult with shareholders, supporters, sponsors, the local authority and other interested parties such as schools and community groups.
The Club gives the earliest possible notice to any changes to its ticketing policy and reasons for the changes. Before making changes the Club will consult with STAR.
Staff
At all times we expect our staff to be smartly dressed and to respond to supporters in an efficient manner. We expect them to carry out their duties in a professional manner and to make every reasonable effort to resolve problems on the spot. We are all aware that without our supporters, we do not have a football club.
Reading Football Club is an equal opportunities employer. We are committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, ace, nationality, ethnic origin, colour, religion or disability.
Please note that if staff are verbally or physically threatened by supporters either in person, on the phone, by email, text, fax or any other way whatsoever, the supporter may be banned from Madejski Stadium for a period of time. The ban may be lifted upon appeal to the Safety Officer in exceptional circumstances. Banned supporters are not entitled to any refunds whatsoever.
Ticket Office
We aim to cover the telephones and supporter-contact points during normal business hours, which are:
Monday to Friday: 9am-5pm
Saturday (non-matchdays): 9am-12pm
Saturday (matchdays): 9am-half time in person; 9am-12pm by phone
Sunday (non-matchdays): closed
Sunday (matchdays): depending on kick-off time
We will aim to answer your call as quickly as possible. We will endeavour to publish information regarding the best times to contact the Ticket Office on the official website www.readingfc.co.uk and occasionally in our matchday programme.
Buying Tickets
The Club continues to strive for wider access to matches by offering a broad range of ticket prices. The Club operates a scheme to enable supporters to pay for full season tickets by instalment at a reasonable rate of interest. Season tickets apply to Football League games only.
At least 10% of tickets to each home game will be made available to non-season ticket holders, subject to availability.
Concessionary prices are available to supporters who are 21 years of age and under and 65 yfears of age and over. Proof of eligibility may be required.
All tickets are subject to availability. For high demand games, Reading Football Club will offer priority on ticket purchases to supporters with a specified number of Royalty Points.
Tickets can be purchased by the following means:
In person at the Ticket Office
By phone: 0844 249 1871
Online: www.readingfc.co.uk
By Post: Cheques for season tickets should be made payable to Reading Football Club Ltd, and sent to Ticket Office, Reading Football Club, Madejski Stadium, J11, M4, Reading, Berkshire, RG2 OFL.
Member Cards
Member Cards are available to home supporters. When you book with a Member Card, your ticket will be automatically loaded onto your card. Confirmation of seat details is very important and we can send the details to you using text message or email, depending on how you book. If you forget your seat number, we have red-jacketed Customer Support Staff with electronic hand held card readers situated around the stadium on matchdays who will be able to help you. Alternatively, there are seat locator machines situated in various parts of the stadium.
To enter the stadium, insert your Member Card into the reader at the entrance to the turnstile. The reader checks against the database to confirm the card is valid, a green light is shown and you can go through the turnstile.
Member Card holders also receive Royalty Points (Reading FC's version of loyalty points). For high demand games, these points will allow the club to fairly allocate tickets based on supporter loyalty.
You can apply for a Member Card in the following ways:
In person: at the Ticket Office
By Phone: 0844 249 1871
For any further enquiries, please email memberservices@readingfc.co.uk
Away Season Tickets
Travelling supporters can reserve a ticket for every away game with our away season ticket, which means you will be sent a ticket for every away game without having to visit the Ticket Office or make a single phone call. You will be charged before the ticket is sent out. No cancellation of individual games.
Cup Competitions
Tickets for Cup Competitions are priced in accordance with Football Association and Football League regulations. Ticket prices for cup games are set by the home club in agreement with the away club, as the gate money is shared. Should the home and away club not agree, the home club has the right to request a ruling from the Football League. Season ticket holders receive priority for home Cup games where demand is likely to outstrip supply, followed by Member Card holders with the highest number of Royalty Points.
Abandoned games
If a match is abandoned, our policy is as follows:
If a match is abandoned before kick off, ticket holders are entitled to free admission to the re-arranged match.
If a match is abandoned after kick-off, supporters are entitled to half price admission to the re-arranged match.
Refunds - tickets
Refunds are only given in the case of a match abandoned before kick-off when tickets cannot be used for the re-arranged date. Refunds will only be given if the Ticket Office is contacted at least 24 hours before the re-arranged kick-off and tickets are returned before the kick off.
Reserve Team matches
It is common for reserve fixtures to change at short notice. We therefore advise supporters to check our website www.readingfc.co.uk for fixture confirmation.
Visiting Supporters
Visiting clubs will be allocated up to 2,300 seats in the South Stand. Prices will be the same as those paid by our own supporters for comparable accommodation, including concessionary rates.
Replica Kit
Customers should be aware that sizing may vary from previous replica kits. The correct size should be obtainted before printing as we are unable to exchange or refund after letters/numbers have been applied to personalise your item. Reading Football Club cannot accept liability for any changes to player's names and numbers due to transfer.
Megastore Mail Orders
The Megastore can be contacted in the following ways:
Telephone: 0118 968 1234
Online store: www.readingfc.co.uk
Email: merchandise@reading.co.uk
The Megastore is open Monday-Saturday 9am-5.30pm & most Sundays 10am-4pm. Please note there is no Sunday opening during the closed season.
On London Irish home matchdays, please note that only a very limited range of RFC stock will be available.
We aim to process and dispatch your orders within 36 hours, whilst 80% of our customers receive their orders next day.
Refunds - Megastore
We will offer a full refund on any item/s that are returned in their original condition within 28 days with proof of purchase.
Refunds will be credited in the original method of payment.
We are unable to offer a refund on goods returned in their original condition without proof of purchase.
We may offer gift vouchers or an exchange at the current selling price. We regret that we cannot offer a refund or exchange on shirts that have been printed unless we deem them to have a manufacturing fault. This is in addition to your statutory rights.
Disabled
This is a summary of Reading FC policy. For the full policy click here or call 0118 968 1006 or email disability@readingfc.co.uk
For purposes of this policy only, the definition of a disabled supporter is any person who, because of their disability or impairment, is unable to use ordinary seating without contravening Health and Safety Regulations. Any such person will be considered for use of the 'designated areas' of the stadium in line with the procedures set out in this policy, and will be entitled to a free personal assistant ticket if required.
The Club will provide a limited number of disabled parking spaces @ £65 for the season or £5 per game. All seasonal disabled parking must be pre booked through the Ticket Office 0844 249 1871.
Please note there are no longer any 2010/11 seasonal disabled parking spaces available. The £5 matchday permits are available but are only allocated on arrival on matchdays - on a first come, first served basis to drivers with a valid Blue Badge.
Community Activities
Reading Football Club recognises its important role in the community and undertakes to support charitable and community events whenever possible through player appearances and assisting with publicity of good causes. The Club will ensure that young children in particular should benefit from the positive influence which football can deliver.
Data Protection
Reading Football Club has a legal obligation under the Data Protection Act to ensure that all information held and processed about our supporters complies with the principles of the Act. The Act requires all personal data and information to be treated in the strictest confidence, and only used for the purposes of which supporters are aware. Under the terms of the Act, supporters have a right to obtain a copy of the information that we hold about them.
Supporters with questions or queries about the usage of data by Reading Football Club can contact the Customer Service Department (in writing) at:
Customer Service
Reading Football Club
Madejski Stadium
Jun 11, M4
Reading
Berks
RG2 OFL
Child Safety Guidelines
We have a complete guide to our Child Safety policies available here
