Supporter Charter

Port Vale Football Club will:

✓ Treat all supporters fairly, courteously and with respect.

✓ Deliver excellent customer service across ticketing, retail, hospitality and matchday operations.

✓ Communicate clearly, honestly and transparently.

✓ Listen to supporter feedback and use it to improve.

✓ Provide a safe, welcoming and inclusive environment for all.

✓ Work closely with supporters, supporter groups and the wider community.

✓ Ensure football remains accessible and enjoyable for future generations.

Everything we do is guided by our commitment to:

Community

Proudly representing Burslem, Stoke-on-Trent and our wider supporter base.

Respect

Treating supporters, staff, players and visitors with fairness and dignity.

Inclusivity

Creating an environment where everyone feels welcome regardless of age, disability, race, religion, gender, sexual orientation or background.

Accountability

Being open, transparent and responsible in our decision making and service delivery.

Ambition

Continuously improving both on and off the pitch.

We aim to provide a professional and consistent service across all departments.

Telephone Enquiries

• Calls answered promptly during operating hours.
• Voicemails responded to as soon as reasonably practicable.

Email Enquiries

• Initial acknowledgement within 3 working days.
• Full response within 10 working days where possible.

Matchday Enquiries

• Dedicated staff available to assist supporters before, during and after fixtures.

Complaints

• Logged and reviewed fairly.
• Investigated by the relevant department.
• Responded to within a reasonable timescale.

Where a matter requires longer investigation, we will provide regular updates.

We believe supporters should have a meaningful voice within the Football Club.

We will:

• Hold regular Supporters' Club and Supporters' Board meetings.
• Facilitate supporter forums throughout the season.
• Conduct supporter surveys when appropriate.
• Consult supporters on significant issues affecting the supporter experience.
• Share outcomes and actions arising from supporter feedback where practical.

Port Vale Football Club operates a zero-tolerance approach towards discrimination, harassment and abuse.

Everyone should feel safe and welcome at Vale Park.

We are committed to:

• Equality of opportunity.
• Inclusive facilities and services.
• Accessible communications.
• Challenging discrimination in all forms.

Promoting diversity throughout the club and community

We are committed to ensuring disabled supporters can enjoy football without unnecessary barriers.

The club will:

• Continuously improve accessibility where possible.
• Work with disabled supporters on planned improvements.
• Provide accessible ticketing options.
• Maintain suitable matchday assistance services.
• Support reasonable adjustments wherever practical.

Supporters requiring assistance should contact our Disability Access Team prior to attending.

We are committed to delivering a safe, enjoyable and welcoming environment.

We will:

• Maintain high standards of stewarding and safety.
• Provide clear information before matchdays.
• Assist supporters requiring additional support.
• Offer family-friendly environments.
• Promote positive supporter behaviour.

Our ticketing service will:

• Publish accurate ticket information.
• Clearly communicate sales periods and eligibility criteria.
• Ensure pricing information is transparent.
• Provide support for online, phone and in-person sales.
• Handle supporter enquiries fairly and consistently.

Where fixture changes occur, information will be communicated as quickly as possible.

Our Club Store and online store will:

• Offer quality products at fair prices.
• Provide clear product and delivery information.
• Process orders efficiently.
• Resolve issues promptly where products are faulty or damaged.
• Maintain transparent refund and exchange procedures.

We continually review our retail offering using supporter feedback

Port Vale Football Club takes safeguarding responsibilities extremely seriously.

We are committed to:

• Protecting children, young people and adults at risk.
• Maintaining robust safeguarding procedures.
• Investigating concerns appropriately.
• Providing a safe environment for everyone attending club activities.

Any safeguarding concerns should be reported immediately to a member of staff or the club's safeguarding team.

We ask supporters to:

• Treat fellow supporters, staff, players and officials with respect.
• Follow stadium and EFL regulations.
• Report incidents of discrimination or abusive behaviour.
• Respect club property and facilities.
• Help us create a safe, welcoming environment for everyone.

The club reserves the right to take disciplinary action where conduct falls below expected standards.

Port Vale Football Club recognises its responsibility to the communities it serves.

Working alongside Port Vale Foundation and community partners, we will continue to:

• Support local initiatives.
• Promote education, health and wellbeing.
• Encourage participation in sport.
• Create opportunities for young people.
• Strengthen community engagement throughout the region.

We welcome feedback and suggestions from supporters.

Feedback helps us improve the experience we deliver both online and at Vale Park.

If you are dissatisfied with any aspect of our service, please contact us directly so we can investigate and resolve the matter.

Should a complaint remain unresolved, supporters may refer the matter to the Independent Football Ombudsman where appropriate.

Supporter Services

supporterservices@port-vale.co.uk 01782 655800

Ticket Office

ticketoffice@port-vale.co.uk 01782 655821

Club Store

shop@port-vale.co.uk 01782 655833

General Enquiries

enquiries@port-vale.co.uk 01782 655800

Supporter Liaison Officer

slo@port-vale.co.uk (or designated SLO email address)

Disability Access Officer

dao@port-vale.co.uk 01782 655821

Safeguarding

safeguarding@port-vale.co.uk

This Charter is reviewed annually alongside supporter feedback, EFL requirements and best practice across the football industry.

Our goal is simple:

To deliver the best possible experience for every supporter, every visit, every interaction.