12:32 15 February 2012
By Club Staff
Crewe Alexandra FC Customer Charter
Formed in 1877, Crewe Alexandra is one of the oldest Football League clubs in Britain and has experienced many highs and lows during its history. From the trauma of re-election to promotion to the Championship in 1997, Crewe Alexandra has an established and proud history as a club that often ‘punches above its weight’.
The appointment of the visionary Dario Gradi in 1983 and the security of a united and long-serving board of directors helped Crewe Alexandra develop into one of the most friendly and respected clubs in the country. Crewe Alexandra was honoured with the Football League’s Most Respected Club Award in 2005 – an accolade that takes pride of place at the Alexandra Stadium.
Under Dario, the Football Club has developed a well renowned and respected youth Academy that has produced a number of full internationals and generated over £25 million in transfer revenue.
Crewe Alexandra continues to nurture young talent and provide them with an opportunity to play first-team football. Our objective is to produce talented, skilful footballers, as well as disciplined and respectful men both on-and-off the pitch. The club is often awarded the PFA and FA Fair Play Awards for our excellent discipline.
Despite having to sell playing assets to survive, Crewe Alexandra reached the Championship for a period of eight seasons and always strives to play at the highest level possible. 2012 saw the club promoted back to League One via the play-offs and a year later winning the Football League Trophy (Johnstone’s Paint Trophy) for the first time in the club’s history, while establishing ourselves in League One.
The club’s Soccer in the Community scheme is also award winning and holds sessions for children of all ages, as well for those with disabilities and learning difficulties.
We also pride on ourselves on the work our dedicated staff members embrace with local schools, colleges and local universities, as well as our own in-house schools’ project ‘The Alex Zone.’
In the forthcoming season, everyone at the Club is aiming to build on our successes both on and off the pitch whilst forming even more partnerships with the local community and attracting more supporters to watch live football at Gresty Road.
During these tough economic times, The Football Club is also keen to assist our supporters by offering real value for money in relation to ticketing and season tickets. We continue to offer some of the cheapest seats in the entire Football League, especially for our younger supporters. Our free season ticket offer for our Under-11s has once again proved very popular with families.
We aim to improve our customer service through our improving CRM functionality to give our supporters more of a voice on those things that affect them and for which we can improve upon. We aim to improve our communication between the club and its supporters.
We aim to repeat the standard we have set on a match day and aim to retain the family excellence award.
The Club’s customer service contact is the first instance is the Supporters Services Manager (Beverley Dyer) who will forward any queries to the appropriate member of staff and will ensure a response within seven working days. Bev can be contacted on 01270 252610, via email on email@example.com or in the ticket office from 9am-5pm Monday-Friday.
· The method of responding to any issue raised with the club should be relevant to the query; in the majority of cases this will be either a returned telephone call or email, whilst a response through Royal Mail will be made if this is deemed appropriate.
· The Football League Customer Services Department can be contacted on the below address should the correspondent not be satisfied with the club’s response.
The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire, PR2 2YF
Telephone 0844 335 0183
● If you remain unsatisfied then you can refer the complaint to the Independent
Football Commission, all communications should be sent to The Independent
Football Ombudsman, Suite 49, 57 George Street, Leeds, LOS1 3AJ, email
firstname.lastname@example.org or call 0800 588 4066 who will investigate and report
findings back to all parties.
Supporter Liaison Officer (SLO)
In response to the Football League’s directive that all clubs must appoint a Supporter Liaison Officer (SLO), Crewe Alexandra Football Club have appointed from the start of the coming season, Beverley Dyer the Clubs Customer Service Manager and Long Standing Supporter Dave Tomlinson to work jointly in the role of SLO in being the official channel of communication between the fans and the club shareholders/management. Bev and Dave will be available to speak to supporters at Crewe Alexandra games both home and away and throughout the week at the Football club. On home matchdays the SLOs will be available in the Crewe Alexandra Suite and the Ticket Office prior to kick off and after the match they will be in the Carlsberg Lounge. At away matches the SLO will be travelling with our supporters and will be available in the away section of the ground. For matters relating to supporter/club communication, Bev and Dave can be contacted by email email@example.com or by letter
Supporters Liaison Officer
Crewe Alexandra Football Club
The Alexandra Stadium
· All club employees are expected to comply with the Club’s high Customer Service Standards and any matters arising on this issue should be forwarded either to the Supporters Services Manager or Business Operations Manager who will investigate the issue and acknowledge receipt within seven working days.
Consultation and Information
· In addition to the annual Supporters evening, the club continues to listen to the views of supporter groups.
· The club will use all available media to promote and inform customers of major policy changes and club information.
· The club is committed to ‘inclusionary’ ticket pricing in order to make home fixtures accessible for all members of the community and will endeavor to inform supporters of any significant changes or discount promotions with appropriate notice.
· Match tickets can be purchased in the following ways, subject to ticket allocation and on-sale dates. Please refer to the Club’s communication channels for full ticket details of the relevant fixtures.
· Tickets can be purchased
By telephone– Ticket Office 01270 252610 Monday to Friday 9am-5pm and Saturday Match days 9am-3pm You will require your postcode and house number, together with a valid credit/debit card.
In person -At the ticket office, open from Monday –Friday 9am-5pm and Saturday Match days from 9am – Kick off.
exception of American express. All season tickets are subject to a transaction
fee as outlined.
· Refunds on unwanted tickets will be offered as long as the ticket is presented to the Ticket Office no less than three working days before the fixture.
· The club operates a scheme to enable supporters to pay for season tickets by installment at a reasonable rate of interest.
· The club will always provide support for disabled spectators and their carers. Details of all ticketing arrangements and our disabled support service can be obtained from Beverley Dyer (01270 252610)
· At least 5% of tickets to each game will be made available to Non-Season ticket holders.
· If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game or a refund, provided this is claimed prior to the date of the rearranged game. If a match is abandoned after kick-off, spectators are entitled to half price admissions to the re-arranged match.
· The club abides by Football League Regulations governing the allocation of tickets to visiting clubs.
· Match day Tickets for Visiting Supporters will always be comparable to Home supporter prices in order to encourage larger attendances and also ensure that that all customers are treated fairly.
All supporters must adhere to our Club’s ground regulations which can be viewed outside of each turnstile entrance to the stadium. Supporters must abide by these comprehensive set of rulings and regulations and can face ejection if these are not abided by. A full and comprehensive guide can be found on our web-site http://www.crewealex.net/club/Ground-Regulations/
Safeguarding Children Policy - Match Day
Crewe Alexandra Football Club is committed to providing a safe environment for all supporters.
It has come to our attention that a small number of young children are entering the stadium unaccompanied by an adult for the duration of the match
All children aged 12 and under attending a match at the Alexandra Stadium must be accompanied by a responsible adult for the duration of the game.
This policy has been introduced to safeguard our younger fans in the event of an emergency on match day.
Any children who become separated from family or friends should approach a uniformed steward who will take the appropriate action.
If children enter the stadium unaccompanied, the club reserves the right to treat them in the same manner as older supporters, including ejecting them from the stadium if they are in breach of the ground regulations.
Loyalty & Membership Schemes.
- The club are continuing with its Family Season tickets that allows every full priced paying adult or guardian season ticket holder to bring under 11 to all league games for free.
- The club runs a membership scheme, which is perfect for those supporters who come regularly but are not in a position to commit to a full season ticket, this offers benefits including discounts on match tickets and priority purchase.
The Alexandra Store is open and can be contacted between the hours of 9am-5pm Monday to Friday, matchday opening hours vary.
- The Club will work towards a policy that all replica strip designs shall have a minimum life span of two seasons.
- The Club will carry out its obligations under football league regulations to prevent price fixing in relation to the sale of replica strip.
The Club is aware that it is an integral part of the local community and will always ensure that it’s resources and facilities are highly accessible to all. The Community Team based at the Alexandra Soccer Centre in Shavington exists to provide a non-discriminatory program, which will develop local youngsters; harbour local talent and promote healthy lifestyles.
During the 2012/13 season the club built long lasting relationships with a number of worthwhile charities, a number of bucket collections for local and national charities have raised substantial funds, these have taken place for just some of the following charities
Macmillan Cancer Support
Marie Currie Cancer Care
Guide Dogs for the Blind
British Retinitis Pigmentosa Society
Charity and fundraising requests for 2013/14
Crewe Alexandra Football Club will endeavor to assist charitable organisations where possible.
All requests received into the Football Club will be assessed on their individual merit and must fulfill the following requirements
- Be located within the Cheshire area (30 mile radius)
- From a local registered charity
- From a local community group
Due to the high volume of requests that we receive on a weekly basis, we must receive your request at least four weeks prior to the event.
Requests that do not meet our criteria will not be considered
Should you wish to apply for a charity request please contact Beverley Dyer on firstname.lastname@example.org or 01270 213014 ext. 100
The Football Club is registered under the Data Protection Act, 1998 and undertakes and adheres to the strict data protection policy to ensure the security details of supporters and customers of the club.
Supporters when purchasing tickets, hospitality, functions or merchandise are made aware that any details they voluntarily offer to the club may be used by the club for future marketing.
The club does not share or sell its data to any source and will only ever advertise third party organizations to those supporters who have actively opted-in to receive such messages.
FLi are responsible for ensuring data protection for all user data collected via club websites.
Crewe Alexandra Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, age, nationality, ethnic origin, colour, religion or disability.
The club is an equal opportunities employer. We are committed to equal opportunity within our own organization and to encouraging similar commitment from every organization or individual acting within the game.
Equality of opportunity at Crewe Alexandra Football Club means that in none of our activities will we discriminate against, or in any way treat less favorably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability:
· The advertisement of jobs
· The selection of candidates for employment or promotion
· Job Location or working environment
· Internal training and development activities
Crewe Alexandra Football Club will not tolerate sexual or racially based harassment or other discriminatory behavior, whether physical or verbal, and will work to ensure that such behavior is met with appropriate disciplinary action in whatever context it occurs.
Location and Directions
Crewe Alexandra is just a five minute walk from Crewe train station, and with great links to the country it's easy to get here.
Once you arrive at the train station, you can see the ground, turn left out of the main entrance and walk down to the second left, marked with the road sign Gresty Road. Then the ground is just a five minute walk down the road.
Crewe Alexandra Football Club can be accessed by two junctions off the M6, but please note that it is easier to get here by leaving at junction 16.
Exit the M6 and follow signs for Crewe on the A500 and then the A5020, at the roundabout take the 3rd exit and continue to the next roundabout, take the first exit continuing to follow signs for Crewe Town Centre and Crewe Railway Station.
Pass Crewe Hall on your right, and at the next roundabout continue forward down Weston Road. Away supporters parking can be found on the industrial estate on Weston Road, this is approximately a ten minute walk to the ground. If you continue down to the roundabout this will take you towards the ground, take the first left at the roundabout and continue past the train station. Take the second left down Gresty Road and continue down to the junction and the ground is on your left.
If you require the postcode for Sat Nav it is CW2 6EB.
A number of buses stop on Gresty Road or at the Railway Station, From Crewe Bus Station, bus number 6, 31, 31A, 37, 37E, 38, and 84
For further information please call Travel Line 0871 200 22 33
Matchday Car ParkingThe is a 564 space pay and display car park at the ground which is £3.50 to park, as well as some street parking in the vicinity.