PATIENCEFORM LTD T/A DONCASTER ROVERS FOOTBALL CLUB
CUSTOMER SERVICES CHARTER

Customer Services
- All staff are encouraged to be friendly, polite and helpful as they are the contact with the customer.
- The Club endeavours to reply to customer enquires/complaints within a reasonable time period of 7-10 days by e-mail, letter or telephone.
- The Club has a customer service contact available during club opening hours to deal with any issues that may arise.

Staff Contacts
- All staff are in contact with the general public and must respond to enquiries in the appropriate manner.
- All staff must be friendly, polite and helpful at all times.
- It is understood by all staff that the Club is committed to eliminate all discriminatory behaviour.

Consultation and Information
- The Club strives to keep supporters informed on a regular basis through forums, questionnaires, website, press releases and match programmes.
- The Club gives the earliest notice that is possible for ticket policy changes and the reason for this change.
- The Club will try to develop ways to consult with all interested parties whether sponsors, local community, councils etc.

Ticketing
- The Club will inform supporters of the club policy in respect of refunds for postponed and/or abandoned matches.
- The Club strives to offer an appropriate band of pricing including concessions for junior supporters and senior citizens over 60.

Accommodation
- The Club abides by the competition rules and regulations governing the allocation of tickets for visiting clubs.
- The club does not charge higher ticket process for visiting supporters and that concessions will apply to visitors as well as home supporters.

Merchandise
- The endeavours to ensure that all replica strip designs have a minimum lifespan of two seasons.
- The Club carries out its obligation under competition rules and regulations to prevent price fixing in relation to the sale of replica strip.
- The Club offers refunds on merchandising in accordance with its legal obligations.

Community Activities
- The Club aims to increase attendances by issuing free tickets for home games to local organisations and schools.
- The Club is committed to encouraging children to play and watch football, through our Football in the Community scheme.
- The Club works with children with special needs and disabilities through coaching sessions at special schools.