Sheffield Wednesday Football Club (SWFC) aims to achieve the following goals, at all times, throughout our business:

- To perform to the best of our ability
- To deliver excellent results
- To achieve customer satisfaction by constantly hitting the target
- And, when our performance is not up to scratch, to work harder to improve it.

We hope that publishing and constantly reviewing this Customer Charter will help us to provide good service, therefore improving our ability both to attract new customers and retain existing customers.

Background
This Customer Charter has evolved since the publication of the Football Task Force report in December 1999. The report recommended that football clubs should publish details on a range of their policies, including ticketing, supporter consultation, community activities and customer service. SWFC welcomes the opportunity to make its relevant policies known, as part of the Club's desire to continue its good relations with its supporters.

Customer Service
Our Customer Services can be contacted during normal business hours as follows:

Telephone: 0871 995 1867
Fax: 0114 221 2122
e-mail: enquiries@swfc.co.uk
Mail: Sheffield Wednesday F C Ltd, Hillsborough, Sheffield S6 1SW

We would prefer all complaints to be in writing (by e-mail, fax or letter) as they may involve investigations by more than one Department Manager within the Club. A copy of our Complaints Procedure is included within this document.

SWFC will respond to any contact from a customer within seven working days.

Staff Conduct
SWFC expects its entire staff to provide the highest standards of care and attention to all supporters and customers. Training and support is provided to ensure that these standards are maintained.

Information and Policy Statements
The Club publishes its position on major policy issues in the matchday programme, and will give the earliest possible notice of changes to any of its policies.

Copies of this Customer Charter are available to read in our Main Reception and the Megastore at Hillsborough.

SWFC's contact information is shown at the end of this document and is also published in the matchday programme.

Community Programme Aims and Objectives
The Sheffield Wednesday Football Club Community Programme (SWFCCP) has been a Registered Charity since November 2005 and partnered with The Football League Trust.

The aims and objectives of the SWFCCP are:

- To encourage more people (especially children) to play football
- To encourage more people (especially children) to watch football
- To promote closer links between Sheffield Wednesday Football Club (SWFC) and the local community
- To encourage more people to become interested in and support SWFC Ltd To maximise the community facilities at SWFC and their community use
- To utilise the game of football, and SWFC's facilities, as a vehicle for improvements in education, health and social inclusion

SWFC was one of the first football clubs in the country to launch a Study Support and Learning Centre. The centre was initially created to provide additional learning support to 10 boys and 10 girls from over 20 local schools each year. SWFCCP also offers in-school Literacy and Numeracy support.

The Study Support and Learning Centre also provides support in Literacy, Numeracy and ICT as well as improving pupils' attitudes and motivation to learn. This in turn contributes to pupils' confidence, progress and sense of achievements.

An experienced full-time teacher, part-time ICT technician and Study Support Officer operate on a day to day basis. Volunteer mentors also attend to give praise and encouragement to the pupils and help to review and evaluate their learning. These sessions are located within the South Stand at Hillsborough which run four nights per week.

If you would like to make any comment you can contact Marcus Brameld, Community Manager, by telephone on 0114 221 2152 or in writing to Sheffield Wednesday Football Club, Hillsborough, Sheffield, S6 1SW.

SWFC also assist wherever possible local charities to raise money.

Equal Opportunities
All Club members, supporters, clients and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion, gender, sexual orientation, marital status, age, disability or ethnic origin.

Contact Details
Sheffield Wednesday FC
Hillsborough
Sheffield
S6 1SW

Tel: 0871 995 1867
Fax: 0114 2212 122
Email: enquiries@swfc.co.uk
Website: www.swfc.co.uk

Directors
R M Grierson
K Cooke
G K Hulley
A Carson

Club Staff
Chief Executive/Football Secretary - Kaven Walker
Company Secretary - Paul Johnson
Head of Retail, Ticketing and Marketing Operations - Karen Brookfield
Ticket Office Manager - Julie Hollingworth
Communications Manager - Colin Wood
Community Manager - Marcus Brameld
Commercial Manager - Steve Coakley
Head of Catering - David Smith
Head Groundsman - Steve Kiddy
Retail Manager - Sue Evans
Stadium Operations Manager - John Rutherford
Academy Manager - Sean McAuley
Academy Education and Welfare Officer - Richard Groves
Club Doctor - Dr Richard Higgins
Team Manager - Brian Laws