20:32 20 July 2012
By Dave Johnson
Port Vale Football Club
The Club's Customer Service contacts are Bill Lodey, Club Secretary and Janet Ellis, Ticket Office Manager. They are based at Vale Park, Stoke-on-Trent, ST6 1AW, Monday to Friday 9.00am to 5.00pm and on match days from 9.00am until the end of the match. Their telephone and fax numbers are as follows:
Bill Lodey Telephone: 0871 221 1876 Fax: 01782 834981
Janet Ellis Telephone: 0871 222 1950 Fax: 01782 834981
It is the Club's policy to respond to customers within seven working days and this will be done either by telephone or letter. If it is not possible to provide a full response within this period then an acknowledgement will be issued and a full response given within a further fourteen days.
Information is available via the Club's website, social media platforms and match day programme. The Club continues to develop its relationships with all supporters, i.e. able-bodied, disabled, hospitality box holders, sponsors and advertisers.
Management and Staff are normally accessible at informal functions held at Vale Park during the year. The Club also ensures that all major announcements are made through the Club's Website, Press Office and local media.
The Club has stayed with its traditional black and white team colours whilst adopting black as its preferred away change colour. Each kit is rotated bi-annually; prices for our replica kit are priced by size to keep costs reasonable for the supporters. (This may be affected by any change to the Main Shirt Sponsor)
How to voice your opinion!
Port Vale take your involvement and opinions extremely seriously. Feedback is a crucial part of any business and can be used as an excellent way of checking that the organisation is perceived in the correct light.
We have broken up our feedback into three section so that responses and matter can be dealt with as quickly as possible. Please pick which you feel is most suitable for feedback.
To Complain – “A statement of unhappiness: a statement expressing discontent or unhappiness about a situation.” Once received a confirmation letter/email will be sent back to you with a date that you will get your response back by. The complaint is passed from Port Vale's personal assistant onto the correct department and logged through all appropriate systems.
If you wish to complain please email firstname.lastname@example.org.
Or write to us at: Customer Services, Port Vale FC, Vale Park, Hamil Road, Burslem, Stoke on Trent, ST6 1AW
To Comment - “remark: a remark that states a fact or expresses an opinion”
You may not receive a response if you send through a comment but all matters will be discussed at Staff meetings to see if changes can be implemented.
To Compliment - “statement of praise: something said to express praise or approval”
If you wish to comment or compliment Port Vale FC we ask that you please send these in an email to our Fan Engagement Executive email@example.com
Or write to us at: Heather Corbett, Port Vale FC, Vale Park, Hamil Road, Burslem, Stoke on Trent, ST6 1AW.
Football League Contact Details
The Football League Ltd,
Edward VII Quay
Telephone – 0844 463 1888
Customer Service Manager – Andrea Brown
Independent Football Ombudsman
33 Great George Street,
Telephone – 0800 588 4066
The Stadium is all-seater with a current capacity of just over 19,000.The visitors' area is the Hamil Road Stand and contains 4,550 seats.
Ticket prices are competitive and give a wide range of seating within the price structure. Season Ticket prices give good discounts when compared to match day prices. This does not preclude the Club from making special offers during the season i.e. kids for a quid or similar.
Match day prices include free admission for Under 12 years (Football League games only) concessionary rates for juveniles aged 12-18 years, and all senior citizens over 62 years of age.
Season Ticket rates also include concessions for the above range of supporters. The Club has special concessions for our and any visiting disabled supporters and has a specialist facility stand specifically for the use of disabled supporters and their helpers.
The issue of Under 12 free admission is subject to the tickets being purchased from the Club's Ticket Office where proof of age will be required. Anyone attempting to use an Under 12 ticket who is overage will be refused admission and become subject to a banning order.
The 2013-2014 season has seen Port Vale introduce a new all-ticket system to Vale Park, which sees supporters scanned into the stadium ahead of the match.
The new system does not allow for tickets to be purchased at the turnstiles, before entering supporters must now purchase their ticket prior to the match either on the day or before from the new Club Shop and Ticket Office located on Hamil Road.
We extend these concessionary prices to those visiting supporters housed in the Hamil Road Visitors Stand. The Club has special concessions for any visiting disabled supporters and has a specialist facility stand specifically for the use of disabled supporters and their helpers. The Club do have a strict criteria for entry to this area. Bookings are available via our Disabled Liaison Officer (01782 655804).
The allocation of tickets for away fixtures is prioritised by giving Season Ticket holders priority purchase rights before going on general sale to other supporters. The Club sell these at the price determined by the home Club supplying the tickets.
Prices for cup competitions will be those prices agreed between the competing clubs in accordance with the rules of the competition.
Return/ Refunds Policy
Every effort will be made to facilitate the return and re-distribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994):any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased. Unwanted tickets should be returned to the Club, before the date of the fixture, where, providing the ticket holder has a genuine reason for returning the ticket(s), a full refund will be given.
If any fixture should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged match. If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the re-arranged game. Should the match be abandoned after the second half has kicked-off, then no refund will be given.
Accommodating away supporters
The Club abides by the Football League's regulations governing the allocation of tickets to away supporters. The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable facilities, in particular, concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
Port Vale staff will conduct themselves at all times in a courteous manner when dealing with customers and will adhere strictly to The Football League anti-discrimination policy.
Port Vale has a policy for Equal opportunities that can be found here
After current changes happening within the Club and external organisation we are currently reviewing our policies and processes in relation to safeguarding in the stadium.
Port Vale FC continues to ensure that all members of public that come to the Stadium or work alongside the club are cared for in the most appropriate manner.
Port Vale will continue to support and develop community-based projects.
The Club's highly successful Football In The community programme continues to grow and provides many different activities for the community that include a school programme, birthday treats, after schools clubs, Saturday morning clubs and holiday soccer schools.
These are open both to boys and girls of all abilities.
Our community scheme seeks to encourage more people, especially children, to play and watch football but also educates them in issues including teamwork, racial discrimination, fair play and also how to lead a healthy lifestyle.
The scheme also assists within the community by way of providing help and transport for old age pensioners to Day Centres etc and also to the Disabled.
Study Support Programme
Port Vale have a fully equipped study centre based at our Community Programme Office.
We support the furthering of education in the areas of numeracy and literacy. The Club provides football related rewards, as well as staff and players to support the participants and also present prizes as required.
The centre is also the base for children who undertake coaching sessions in the school holidays.
We have a web page dedicated to information on our Football Stadium which can be found here
Ground regulations can be accessed via this link
The clubs data protection policy can be viewed here
All information on Hospitality can be found by clicking the following link
The Club endeavours to ensure that all replica strip designs shall have a minimum lifespan of two seasons. (This maybe affected by change of the Main Shirt Sponsor).
Details of our next change of replica kit will be published to all our supporters prior to its sale via our website, matchday programmes and through advertisements in our local paper. The Club offers refunds on merchandise in accordance with its legal obligations.
All Charity requests should be forwarded to firstname.lastname@example.org
. We will endeavour to allow as many charities as we deem suitable to work alongside with Port Vale, we do however get a high number of requests.
Information on the Club's process for banning supporters
There are two types of bans, a club and a court ban. The club will send out a banning letter if a supporter has been given a club ban. The club shares information with Staffordshire Police to ensure safety of everyone at Vale Park.