Leicester City Football Club, within this Charter make the commitment to deliver the best facilities and excellence in service to all supporters, customers and visitors to the Walkers Stadium.

LCFC will maintain and develop its relationship with supporters and customers and welcomes comments about this Charter or any customer service issue.

LCFC has a dedicated Customer Service Department. The aim is to respond to any complaint or query, in the form of an acknowledgement, within 72 hours of receipt of the initial communication. We will endeavour to send a satisfactory response in no later than five working days.

Peter Jones, Supporter and Customer Relations Manager has overall responsibility for supporter and customer service and he can be contacted on 0116 229 4527 and customer.relations@lcfc.co.uk. A 24-hour/7 day Supporter/Customer Hotline (0116 229 4555) is available to all supporters and customers. All calls are actioned and reported to the Board monthly.

The Club is delighted to hear from any supporters, customers, suppliers and employees on any matter and will ensure that personal attention is given to each and every matter. In the first instance, please contact Peter Jones on 0116 229 4527

The aims of LCFC are as follows:

· To achieve promotion to The FA Premier League.
· To maximise stadium revenue.
· To have unrivalled facilities.
· To be an integral part of our community.
· To be financially stable.
· To nurture excellence in our staff.

LCFC have made 3 promises for Season 2006-2007:

1. To define and implement a Club Roadshow that goes out to the county's towns and extends the reach of the club into the community.
2. To consult with our supporters to upgrade match day entertainment before, at half-time and after games.
3. To define and implement an effective Customer Relations Management system.

The Customer Charter is divided into the following headings.

1. Contacting the Club
2. Matchday Services
3. Non-Matchday Services
4. Community Activities
5. Staff
6. Communication and Consultation.

1. CONTACTING LEICESTER CITY FOOTBALL CLUB

LCFC, Walkers Stadium, Filbert Way, Leicester LE2 7FL

Main Telephone Number - 0844 815 6000.

Supporter Hotline -24 hours/7days a week - 0116 229 4555

Supporter/Customer Relations Manager - Peter Jones - 0116 229 4527

2. MATCHDAY SERVICES

TICKET INFORMATION

There are a number of ways to purchase tickets or contact the Ticket Office:

E-mail the Ticket Office at ticket.sales@lcfc.co.uk

Buy on-line at lcfc.com - using the club's 'e tickets' facility. (Tickets are subject to a £1 booking fee per ticket)

Fax your ticket request direct to the Ticket Office on 0116 229 4404

Postal applications should be posted to The Ticket Office, Walkers Stadium, Filbert Way, Leicester, LE2 7FL

Personal visits - the Ticket Office is normally open 6 days a week. Opening times and dates can be confirmed by checking www.lcfc.com

Telephone 0870 499 1884. It should be noted that during busy periods it may be advisable to use e-mail or visit the Ticket Office in person.

A wide range of seating is available to suit individual choices within the Walkers Stadium and individual's budgets. Full details of each match can be obtained from the Ticket Office and information is updated on the website. Season tickets are also available, which is the cheapest way to watch matches on a regular basis.

Concession match ticket prices will be offered to junior supporters, senior citizens, supporters with a restricted view of the pitch, registered disabled supporters and their carers.

The Marks Electrical Family Stand is an area of the ground allocated exclusively for family groups and junior supporters.

There is free entry for the 2006-2007 season for under 8's to all public areas of the stadium.

The Club also operates a number of membership schemes for families, adults and junior supporters, which enable cheaper tickets to be purchased. Junior supporters can choose from a 'Platinum' or 'Standard' Junior Fox membership. Junior Fox members have the chance to be a mascot if they are platinum members.
Membership can be arranged by contacting or visiting the Ticket Office. Staff will assist with completion of documentation.

Priority for ticket sales will be given in the first instance to season ticket holders and members, subject to availability, this will be followed by general sale.

In the event of postponement of a match a ticket will be valid for the re-arranged match.
If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the re-arranged match by use of the purchased ticket. If a match is abandoned after kick-off but before half-time, spectators are entitled to half-price admission to the re-arranged match. No refunds will be made in the case of matches abandoned for any reason after half-time.

Other refunds will be considered only if the ticket is returned to the ticket office no later than five hours before kick-off when the match is played.

The Club runs travel services for home and away matches called Fox Travel - Information can be obtained from the Ticket Office regarding coaches available and directions.

A car share scheme is also in operation. Details can be found on the Club's official website on www.lcfc.com under the heading tickets and travel.

In all public areas there is access to programmes and refreshment kiosks.

For season ticket holders there is also a dedicated bar with refreshments provided on a first come first served basis, the 1884 Sports Bar.

Parking is generally freely available at Walkers Stadium on non match days. On match days space is available on a pre book basis. Information on other LCFC car parks can be obtained from the club.

INFORMATION FOR DISABLED SUPPORTERS

The Walkers Stadium has 186 designated wheelchair and carer spaces. They are both pitchside and on raised platforms. The Club works closely with the Disabled Supporters Association (LCFC - DSA). Their details can be found on the Club's official website on www.lcfc.com under the heading of FANS followed by SUPPORTERS CLUBS.
Match details for disabled supporters and their carers is provided by the Disabled Supporter Co-ordinator, who can be contacted at the Ticket Office, Walkers Stadium. Telephone 0844 815 5000 or ticket.sales@lcfc.co.uk

MERCHANDISE

Merchandise is available from the Megastore at the Walkers Stadium.

The normal opening hours are:

Monday - Saturday 9am - 5pm
Matchday - 9am until kick-off and 45 minutes after the final whistle.
Seasonal selected Sundays and Late Night opening.

Alternatively go on-line at www.lcfc.com or contact the Order Line 0844 815 6000 (option 3) /Fax 0116 229 4644

The lifespan of each item of kit will be clearly indicated on the swing ticket. The Club carries out its obligations under Football League Rules to prevent price fixing in relation to the sale of replica kits.

We promise to despatch goods within a maximum of 14 days from the date of the order, subject to availability.

We want you to be happy with your purchases from The City Megastore. If you are not happy with your purchases, please feel free to return them for an exchange or refund, within 28 days of the purchase. Items with proof of purchase will be exchanged or refunded in full by the original method of payment. Items without proof of purchase will be exchanged or refunded by a credit note at the latest price. No exchange or refund will be given on worn out or damaged goods unless the items have a manufacturing fault. Your statutory rights are not affected.

HOSPITALITY MATCHDAY SERVICES

The Club runs a variety of hospitality packages, both for the general public and for businesses. These range from a meal and match ticket, to access to a bar, to fine dining, to executive boxes on both a match by match basis, and a seasonal basis. For details of these packages, please call our sales team on 0870 040 4444.

The Club runs a weekly Lottery (FOXLOT). A draw is made at every home and away match in the Coca-Cola Football League Championship and once a week out of season. Open to everyone over the age of 16 with profits going to the Club's Academy. For further information contact The Lottery Office via the main telephone number - 0870 040 6000.

3. NON-MATCHDAY SERVICES

The Walkers Stadium has a wide range of function suites available on non match days. The suites are fully equipped to make any event or occasion work for you. From parties, banquets, weddings (we are licensed for civil ceremonies), dinners to seminars, conferences or a meeting room. The 1884 Sports Bar is available for informal parties The stadium itself is also available for hire. To receive a brochure by post or arrange a viewing, contact our Sales Team on 0870 040 4444 or fax 0116 291 1248.
E-Mail - bookings&reservations@lcfc.co.uk.
Website - www.thewalkersstadium.co.uk

Fusions Restaurant - Our pitchside restaurant serves the best of classic and new world cuisine in modern contemporary surroundings. Open every lunchtime and evening Monday to Friday, also Saturday Evenings and for Sunday Lunch. Season ticket holders receive 10% discount when eating in Fusions Restaurant.
Bookings - 0116 229 4722 or www.fusionsrestaurant.co.uk

Filbert's Sunday Carvery - Between 12pm and 2.30pm most Sundays at the Walkers Stadium. Special appearances by Filbert Fox.
Reservations - 0870 040 4444

4. COMMUNITY ACTIVITIES

The Club is proud of the role it plays in the community. The Club provides coaching for schools and other groups through The Football in the Community Scheme.
Contact - Football in the Community, Training Ground, Middlesex Road, Leicester LE2 8PB - 0116 291 5223 for further details.

The Club also has a Study Support Centre where children from the city and county are encouraged to develop their enthusiasm for learning using sport and in particular football as motivation. Contact Study Support Centre Manager - 0116 229 4467 for further details.

The Club also works closely with The Princes Trust and in addition supports a number of charities , including The Players Adopted Charity Scheme. Tours of the Walkers Stadium and Filbert Fox visits are available for groups and individuals. Contact the Community Department - 0116 229 4532 for further information.

5. STAFF

The Club values its staff who in turn value our customers. The Club has a full equal opportunities policy and a commitment to racial equality. Any commendations or complaints regarding staff members should be directed to our Supporter and Customer Relations Manager on 0116 229 4527.

6. COMMUNICATION & CONSULTATION

Communication

The Club publicises its position on any major issues in the Club matchday magazine, local media and via the Club's Official website - www.lcfc.com. The Public Address system gives up-to-date matchday information both inside and outside the stadium. The media are fully briefed on a daily and weekly basis by the Club's Media Department. For any media issues contact our Media Relations Manager on 0116 222 8520.

Consultation

The Club will continue to actively involve its supporters to improve the level of service offered. Feedback is actively encouraged either through e-mail to our Supporter and Customer Relations Manager,customer.relations@lcfc.co.uk or the Supporter/Customer Hotline 0116 229 4555 (24 hour/7 day availability).

Consultation will be achieved in various ways, including:

· Regular meetings and contact with all Supporter Groups and individuals.
· Invitation to all to attend a number of open meetings which will be held during the year.
· Communication and meetings with separate supporter panels to discuss specific issues that arise during the season.
· Via feedback request through information published on the official website.

The Club will continue to develop relationships and consultation with other various stakeholders. They include shareholders, sponsors, corporate customers, local authorities, other interested parties and multi cultural community groups (Foxes Against Racism and others).