charter 2014 the fa customer

the fa customer
charter 2014
1|1
Contents
introduction 4|5
Who We Are 6|7
About The Football Association
8|9
2014: The year ahead for The FA
10 | 11
History
14 | 15
St.George’s Park
20 | 21
Customer Relations
30 | 31
englandfans
32 | 33
Ticketing
34 | 35
Wembley Stadium
36 | 37
Merchandise
40 | 41
My Footballl
42 | 43
Equality
44 | 45
Charity Partners
46 | 47
Complaints Procedure
48 | 49
2|3
introduction
Welcome to The FA Customer Charter for 2014
The Football Association recognises the vital importance of supporters to
our national game. We know that it is only by talking to you directly that we
can hope to understand your opinions on how we can continue to make
the game we all love better for everyone involved. As such we aim to listen
to supporters at every level and we are determined to provide a continually
high level of service to all supporters and fans. We value the feedback we
receive from supporters and details of what you can expect from The FA are
highlighted throughout this charter.
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Who We Are
The FA was founded in 1863 as the governing body of the
game in England. We are responsible for developing and
regulating the game at all levels, from international
football to the grassroots.
As an organisation we have three key
goals:
Our Key Responsibilities
1. Football for Everyone – To give
everyone who wants to participate in
the game the opportunity to do so in a
safe and welcoming environment.
•
Get more people playing the game.
•
Develop better players and coaches
from all backgrounds.
•
Provide a safe and inclusive experience
in football.
•
Protect and improve football facilities.
•
Grow the women’s game.
•
Improve the technical abilities of our
teams and players.
•
Prepare players for International
Tournaments.
•
Make Wembley and St. George’s Park
inspirational homes for England teams.
•
Organise a number of national
competitions, including The FA
Challenge Cup.
•
Ensure the right rules are in place
for football.
•
Improve the decision making process
in football.
•
Apply the rules consistently and
transparently.
2. Build Winning Teams – To ensure that
across English football we are doing
everything we can collectively to build
winning teams, male and female, at
every age and ability.
3. Govern the Game Effectively – To
be responsible for governing the
game effectively, making the right
decisions, and working with all English
stakeholders, to develop the right rules
on behalf of the whole game.
06|07
About The
Football
Association
Supporting football since 1863
The FA is the not-for-profit, governing body of football in England. It grows participation,
promotes diversity and regulates the sport for everyone to enjoy.
Seven million players of all ages, 400,000 volunteers, 300,000 coaches and 27,000 qualified
referees help The FA keep the grassroots game going.
The FA runs 24 England teams, across men’s, women’s, youth and disability football,
utilising the world-class facilities of Wembley Stadium and St. George’s Park.
Football is the nation’s favourite game. The FA aims to grow it further. To find out more and
to get involved in football, visit www.TheFA.com and @FA
08|09
2014:
The year ahead
for The FA
2014 will be another exciting year for The FA.
As well as delivering our three Key goals the
organisation will also be.
As well as delivering our three key goals the organisation will also be:
• Taking part in the 2014 FIFA World Cup Finals in Brazil; the most evocative and
passionate of footballing destinations
• Kicking-off a new Women’s Super League structure and an expansion to a second tier
• Preparing and supporting the England Women’s team in their FIFA Women’s World Cup
Canada 2015 qualifying campaign
• Developing our coaching strategy from our new home at St. George’s Park, the English
game’s new National Football Centre. St.George’s Park is an inspiring home for coach
education at every level of the game and trains 800 coaches and 400 tutors every year
who work with and educate our 300,000 grassroots coaches
• Launching of the new “Premier League and FA Facilities Fund” which, managed by the
Football Foundation and co-funded by The FA, Premier League and Government, will
see £102m invested in grassroots facilities in the next three years
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Delivering our goals
As a not-for-profit organisation The FA invests over £100m a year back into
English football with over £42m going into the grassroots of the game. This
investment comes from the income generated by The FA’s broadcast and
sponsorship partnerships and has helped to deliver:
• Over 4.5m children participating in FA Tesco Skills programme courses
for children aged 5-11
• A huge increase in registered women and girls playing football since The
FA took over the brief 20 years ago (from 80 teams to over 5,000). Now
1.3 million women and girls play and it is England’s 3rd biggest sport in
terms of participation numbers
• Changing the face of youth football so it is more fun and children
develop better skills; 81% of mini soccer and youth teams (over 46,000
teams) now play in an FA Charter Standard Club
• There are now 35 County disability football leagues and 26 player
development centres across England; we have helped develop 1,275
new disability teams in the last five seasons
• Bringing together schools and local clubs has seen 13,265 new players
starting to play through the FA Club Links programme in the last
five seasons
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History
The Football Association marked its 150th Anniversary
in 2013. The global games oldest governing body dates
back to 26 Octobr 1863
The modern game of football was born on 26 October 1863. Ebenezer Morley, a solicitor
and sportsman living in Barnes in south-west London, thought that football should have
a set of rules in the same way that the MCC had them for cricket. His initiative led to the
meeting at which, on his proposal, The Football Association was formed.
The captains, secretaries and other representatives of a dozen London and suburban clubs
met at the Freemasons’ Tavern in Great Queen Street, near to where Holborn tube station
is today. Their purpose was to form an Association with the object of establishing a definite
code of rules for the regulation of the game.
The FA’s intention was to standardise the rules, to iron out differences, not to create a new
game. Morley became The FA’s first secretary, later its president, and he drafted modern
football’s first rules at his home in Barnes. The first match under those rules was played at
nearby Limes Field on 19 December 1863. Barnes and Richmond drew 0-0.
The Freemasons’ Tavern was extended and remodelled from 1905 and renamed the
‘Connaught Rooms’ in honour of the Grand Master, the Duke of Connaught. At around the
same time Limes Field was built on with housing that is now in ‘Limes Field Road’.
Before The FA was formed football was in a hybrid, nebulous state. Today it spans a world
that is caught up in the magic of its special thrill. To those men of a clear vision and high
resolve who first gathered together at the Tavern we owe a great debt. From them has
flowed an ocean of enjoyment, of fun, and humour, and many life-long friendships struck.
The tagline ‘Supporting football since 1863’ affirms The FA’s commitment to growing the
game from the grassroots and to providing the framework for all to enjoy football.
The Football Association is still the organisation that controls all football played in England.
There are now ‘Football Associations’ in more than 200 countries, while The FA is a proud
member association within UEFA and FIFA, the European and world governing bodies.
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The Anniversary
Year
The Football Association kicked off its 150th year in
January 2013 back where it all started – at the site of
the old Freemasons’ Tavern in London, now the Grand
Connaught Rooms.
England managers past and present joined
football’s biggest names to pay tribute
to The FA, and there was a first play of a
special Alex Oxlade-Chamberlain-voiced
film – 150 years in 150 seconds.
The inaugural FA England Awards debuted
in February at St. George’s Park and it
proved a night to remember. Steven
Gerrard and Steph Houghton took the main
men’s and women’s prizes while Team
GB Paralympics star Dave Clarke won the
lifetime achievement award.
England then welcomed Brazil to Wembley,
with Frank Lampard settling matters with
a stunning strike. Later that month, Bobby
Moore took centre stage again – as The FA
marked 20 years since his tragic death.
March saw old friends reunited with Eusebio
and Sir Bobby Charlton at the Soccerex
convention in Manchester, and Steven
Gerrard summed up The FA’s grassroots
goals when he spoke about the £100m The
FA invest back into the game each year.
The Three Lions put on a great display in San
Marino, before a draw against Montenegro.
FA Cup fever took hold in April, with
Manchester City and Wigan booking their
spots in the Wembley showpiece. It was
Ben Watson who emerged as the hero of
the day, with his late header ensuring a
fairytale final for the Latics.
April saw Wembley mark its 90th year
in style, with two Cup final heroes of
yesteryear coming together again in Ossie
Ardiles and Ricky Villa.
The FA’s search to find relatives of the
Founding Fathers of football captured the
world’s imagination and proved Ebenezer
Morley – the man who wrote the first laws
of the game - really is the daddy.
Eleven more big names came under the
arch in May when the Royal Mail launched
a special collection. John Barnes, Gordon
Banks and Bobby Moore were among those
gaining the stamp of approval.
FA legends returned to the pitch for an
unbelievable Army FA charity match at
Reading – and Ben Shephard stole the show
with a stunning goal.
Congress featuring HRH The Duke of
Cambridge and the Champions League
Finals were perfect birthday gifts from
UEFA, with Arjen Robben settling a thrilling
all-German contest as Bayern Munich
beat Borussia Dortmund. VfL Wolfsburg
took the women’s crown at Chelsea’s
Stamford Bridge.
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After a 22-year absence, the Republic of
Ireland returned to Wembley on a night
when Ashley Cole marked his 100th cap,
before a magic moment from Alex OxladeChamberlain ensured a 2-2 draw in the
return against Brazil at the Maracana.
A tremendous May was capped off when
good memories were made through an
England-Sports Relief partnership with a
view to a Rio return in 2014.
England youths stuttered in the summer,
but Ross Barkley took his chance to shine at
the Fifa Under-20 World Cup. Rachel Yankey
became England’s most-capped player with
126 and counting, as the women’s game
marked 20 years as part of The FA.
After David Bernstein bowed out, Greg
Dyke checked in as FA Chairman. We also
thanked Stuart Pearce and Hope Powell for
their excellent service with the men’s Under21s and Women’s seniors respectively.
Sir Bobby Robson National Football
Day lived up to the billing, with tens of
thousands turning out at 150 grassroots
events across the country in August.
Manchester United won the FA
Community Shield before Scotland headed
to Wembley for the Teenage Cancer Trust
international, recognising the official 150th
charity partner.
But a Rickie Lambert goal edged a five-goal
thriller with the Auld Enemy. A date at the
British Library saw the original FA Minute
Book containing football’s original laws
take pride of place in a national treasures
gallery alongside Shakespeare and the
Magna Carta.
World Cup matters resumed with Moldova
dispatched and a point gained in Ukraine,
where Frank marked his century. Liverpool
Ladies won the WSL and a special map
marked 150 years of football and the Tube
was unveiled to mark a shared anniversary
with London Underground.
October was a Royal celebration with
the Duke opening up the Palace for 150
grassroots heroes and the first match in the
Queen’s back-garden! Civil Service, the only
surviving FA founder club, took on their old
rivals Polytechnic.
It was back to Wembley after that as Roy
Hodgson’s team booked their place in Brazil
with convincing wins over Montenegro and
Poland. The celebratory mood kept going
with a Gala Dinner on 26 October – exactly a
century and a half since The FA’s formation
– when the global football family came
together to say ‘happy birthday’. Chief
among them were FIFA President Joseph S.
Blatter and UEFA President Michel Platini.
FA President HRH The Duke of Cambridge
gave the keynote address and spoke with
pride and passion about the year just gone
and the future to come.
The year concluded with a special service
at FA Founder Ebenezer Morley’s grave
on 19 December. The event on the Barnes
Common marked 150 years to the day of
the very first match played under FA laws.
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ST. GEorge’s park
Located in the heart of England, near Burton-UponTrent, St. George’s Park is the home to the National
Football Centre
Set in the National Forest, in 330 acres of
beautifully landscaped parkland, the centre
is the training base for the 24 England
teams and features a state of the art Hilton
hotel and Hampton by Hilton hotel.
St. George’s Park is also the home of FA
Learning, The FA’s educational
department. Through the delivery of
national coach education courses, St.
George’s Park provides a platform for
the communication of The Future Game
philosophy, which outlines a vision for the
development of English football. Already
in its inaugural year, there have been over
60 courses delivered here across football
coaching, safeguarding, refereeing and
medical courses, including the first FA
Advanced Youth Award and a UEFA Pro
Licence Course.
This world class facility is available to use
by national and international football
clubs to help drive excellence in
performance. In the last 12 months over
54 domestic and international clubs
have visited the centre, including the
likes of AS Monaco, Steau Bucharest and
Galatasaray FC, as well as other sports and
business organisations such as the RFU, GB
Basketball and GB Hockey.
Players, coaches, guests and athletes
from other sports have also had access to
the very best medical and sports science
facilities on site, which has recently been
recognised as a FIFA Medical Centre of
Excellence. A total of 814 physio sessions
have been delivered in the first year of
operation, in addition to 266 players
receiving cardio treatment. Perform at St.
George’s Park is a bespoke sports medicine,
rehabilitation and performance centre
operated by Spire Healthcare. It combines
25,000 square feet of cutting-edge
technology with elite medical expertise,
creating the most advanced sports
medicine, rehabilitation, performance
science and training centre in the UK.
Visitors can enjoy impressive
accommodation, with Hilton Worldwide
operating two hotels under one roof.
This innovative concept provides
accommodation options to suit any budget.
The hotels cater for individuals, groups or
team bookings, along with major sporting or
business conferences and banquets provide
onsite accommodation for those attending
residential courses run by FA Learning.
The first year has seen well over 1,400
conferences held at St. George’s Park.
St. George’s Park has been brought to life
in the football centre over the last year and
England’s 24 teams have stayed here over
50 times, in addition to 231 grassroots and
community teams. The facility includes a
full-sized indoor third generation football
pitch, a 60mx40m multipurpose indoor
sports hall, 11 full size outdoor pitches and
two elite dessot training pitches, one of
which is an exact replica of Wembley.
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St. George’s Park facts & figures
• The sports hall is 1/3 of the area of the
current Wembley pitch and is the largest
seamless area elastic PU floor in the UK
St. George’s Park has 1 altitude chamber
• 2 full size Futsal pitches can be
accommodated in the indoor sports hall
• 3.5 miles of rabbit fencing has been used
to protect pitches
• The rubber crumb used in the
gymnasium and rehabilitation rooms is
the same granulate used in the outdoor
track upon which Usain Bolt broke the
100m record 120m x 80m indoor full-size
artificial football pitch
• 132 miles to Wembley Stadium
• 250 person education complex
• 5 gymnasiums (Hilton and Hampton
by Hilton gyms, Biomechanical gym,
Rehabilitation gym, Strength and
Conditioning gym)
• 275 jobs created
• 5 pitches have under-soil heating and
floodlighting
• 800 new coaches to be trained and
qualified per year at St. George’s Park
• 12 full-size pitches, including one indoor
full-size pitch
• 800 coaches to receive Continued
Professional Development across the
game
• 232 air conditioned rooms in the Hilton
and Hampton by Hilton hotels
• 14 suites in the Hilton hotel
• The technology at St. George’s Park is
run by 15-20 servers
• St. George’s Park is home to 24
England teams
• East Midlands airport is 26.1 miles from
St. George’s Park
• Birmingham Airport is 32.8 miles from
St. George’s Park
• There are 41 executive rooms in the
Hilton hotel
• 60m running track 60m x 40m multipurpose indoor sports hall
• 65inch touch screen television in the
England senior team dressing room
• 330 acres of land
• 350 car park spaces
• 1,200 licensed coach educators (tutors)
to be trained and licensed The idea
of a national football centre was first
discussed in the year 1975 By 2017 The
FA is committed to reducing the ratio
of qualified coaches to players from
the 1:68 to 1:25 It takes 4,000 litres of
water per night to service the under-soil
heating
• 55,000 coaches will go through Levels
1 & 2 and youth award qualifications
which will be delivered by the new
1,200 coach educators 2.4million litres
of water is in a holding tank to service
the infield irrigation points There are
100million blades of Desso Grassmaster
synthetic fibres on the main ‘Elite’ pitch,
where the England senior team will
train - an exact replica of the surface at
Wembley Stadium
22|23
St. george’s park A year in numbers
Paid pitch hours
• 6497 hours year total
(approx. 4613 paid hours)
• The FA usage was 2989 hours (46%)
• Football usage (by other clubs) was 1710
hours (27%)
• Community usage was 958 hours (15%)
• Corporate usage was 572 hours (9%)
• Other sport usage was 268 hours (4%)
Clubs/other sports usage
Over 50 professional clubs have already
used the facility and stayed at St. George’s
Park – Fulham, Queens Park Rangers,
Sunderland, Stoke City, Norwich City
and West Ham United amongst a few
(*full list available).
Burton Albion and Notts County are
regular users.
Chelsea, Manchester City and West
Bromwich Albion amongst Premier League
club academies to use the facility.
Monaco, Steaua Bucharest and Galatasaray
have used the facility for training camps.
England Rugby Union, England Rugby League,
GB Hockey, British Basketball, Leicestershire
Cricket Club, professional golfers and athletes
amongst other sports users.
Community bookings/usage
There has been a total of 231 community &
grassroots clubs play football at least once,
at St. George’s Park between October 2012
and August 2013. This has either been part
of a football package experience, pitch
hire or as part of the local agreement with
Staffordshire County Council.
There have also been 28 different schools
nationwide use the facility in its first year.
4, 287 people have booked The FA football
experiences and 2,166 have undertaken
a behind the scenes tour* (As of July
2013 only).
Events/conferences
Up to the end of August 2013 there were
over 1370 bookings for conferences
and events at the Hilton, with up to 80%
occupancy of its extensive meeting
facilities. This includes events for a
number of St. George’s Park partners and
stakeholders, including: PGMOL – 18 events
Premier League – 11 events
BT - 12 events Nike - 10 events
Continental – Five events Technogym
– One event
Burton & South Derbyshire College
– Eight events
Coaching
There were a total of 57 courses across
coaching (at all levels), safeguarding,
medical and refereeing delivered by FA
Learning at St. George’s Park in its first year*
(Oct 2012- September 2013)
Of these there were 34 coaching courses
There were 17 medical, sports science and
psychology courses delivered
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In addition there have also been 2
refereeing courses delivered and 4
safeguarding courses.
There was 1021 coaches who attended LCC
Conferences at SGP in its first year. Over 400
Goalkeeper coaches attended the latest
Licenced Coaches Club conference at St.
George’s Park.
Completion of first FA Advanced Youth
Award Course, 44 candidates completing
the course (tutors not included)
Successful Pro Licence took place at
St. George’s Park with 21 candidates
in attendance.
Completion of the first FA Elite Coaches
Award, 16 candidates completing the course
The FA Coach’s App on iPad was launched
in August 2013, allowing coaches to build,
share and edit their practices. #1 app in 6
countries, been purchased in 19 and now
have 1000’s of coaches using it.
13 online courses were completed over
15,000 times in the 2012/13 season.
Three new Future Game resources were
delivered on USB, featuring over 6 hours of
live sessions and allowing coaches to further
their understanding of the game through
observation and reflection. SGP assisted
in this by allowing the full team, present in
one place for the first time, to work together
collaboratively and fluidly.
• Over 561 students from 27 schools have
had educational workshops in Perform
• Cardiac scholar screening has reached out
to 34 clubs with over 266 players screened
• Club England Cardiac Screening
– 18 Camps
• A total of 814 physio sessions have been
delivered in the first year of operation
• PFA Residential Rehab – A total of 110
weeks of rehab have been delivered with
36 clubs sending players
Hilton
There have been 49, 386 bed nights across
the two on-site hotels in the first year, 51%
of which were for corporate guests and
conferences. Occupancy rates reached 70%
in July.
31% of the bed nights across the two hotels
come from the FA’s own business - FA
Learning, Club England, County FA’s,
PGMOL etc.
Around 18% of the bed nights across the
two hotels are from business that FA has
brought in - Football teams, other sports
such as RFU, sponsor events.
Hilton health club and spa gained 559
members in its first year. That equals out
at a total of 2125 hours of booked spa
treatments, yielding £38 per hour.
Perform (stats below up to August
2013)
• 118 executives have booked corporate
experience packages with Perform
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LMA
• Over 300 LMA Members and over 500 PFCA members have visited SGP
• The LMA’s first major event to be held at SGP was its fourth Annual Management
Conference, sponsored by Barclays
• The LMA/PFCA hosted two Coaching Clinics
• The LMA hosted the inaugural European Managers & Coaches Forum which brought
together a group of high profile British managers and overseas Head Coaches for two
days devoted to the sharing of insight and information and discussion of the most
important issues affecting football and the modern day Manager.
• 20 Members attended Fit to Perform tests at SGP
• PFAA held its annual Conference at SGP where 60 key decision makers from league
clubs including 7 Premier League clubs attended a 2 day conference
• LMA Partner, Anglian, hosted a 2 day conference involving leadership seminars, a
private dinner with 2 Ambassadors and use of the facilities at the National Football
Centre attended by 70 members of staff
• LMA now hosts its AGM at the Hilton
• LMA Regional Managers Meeting held throughout the season at SGP
More information on St. Georges Park is available via our website - http://www.thefa.com/
st-georges-park
If you have any specific queries about FA Learning courses please email
FALearningSupport@TheFA.com or call 0844 980 8212
28|29
Customer Relations
The Customer Relations team works to collate views from the
general public, build a picture of public opinion and feed this
back internally to the relevant departments within The FA.
Everyone at The FA acknowledges the fact that all football fans have the right to make their
views heard and we openly seek your feedback. We collate all feedback that we receive
on customer issues which enables us to monitor particular concerns and work with the
relevant departments within The FA to respond effectively to individual cases and assess
any relevant future change of policy. With the majority of emails that we receive, we are
able to respond in a timely manner. However, please note that due to the large volume
of queries that we service it may take up to 5 working days to be dealt with. For letter
correspondence, we target a 10 working day response time.
Contact Information
FAN
‘Contact Us’ is a facility provided by the
Customer Relations team to answer
questions from the general public on the
wide range of services The FA provides.
The Football Association Number (FAN)
is a unique reference for every individual
involved in football (player, coach, referee,
administrator, volunteer, parent, spectator).
Created as part of The FA’s Customer
Relationship Management strategy, FAN
is unifying all the existing membership
schemes and administration systems
to ultimately provide a single view of an
individual’s involvement in football and
interactions with The FA. Supporters who
currently hold FANs are able to use it to
access customised services via TheFA.
com – as well as additional benefits, such
as the purchase of tickets for England
games, shopping online, access to special
promotions etc. For more details on FAN
benefits and how you can register for one,
please visit www.TheFA.com/FAN
Office hours:
9am until 5pm, Monday-Friday
Please contact us via one of the following
options:
E-mail: info@TheFA.com
Tel: 0844 980 8200 (option 3)
Fax: 0844 980 0666
Post:
Customer Relations Team
The Football Association
Wembley Stadium
PO Box 1966
London
SW1P 9EQ
30|31
englandfans
englandfans is the official England supporters club. Membership
operates on a tournament-to-tournament basis. The 2014-2016
membership starts on 14 July 2014 and will expire on 10 July 2016.
englandfans offers members the opportunity to purchase tickets to both home (in advance
of the general public sale) and away games, plus access to tickets for tournaments involving
England, including UEFA EURO 2016 in France.
Members also receive the following key benefits:
• Ticket-price discounts for home games at Wembley Stadium (£5 for adults and £2.50 for
children), provided tickets are purchased in the members’ priority sale period.
• Exclusive members-only access to gain entry to events attended by England
management and players, England training sessions, VIP match experiences.
Junior members are able to enter a competition to be a Player Escort at England
home matches.
• Access to lots of other englandfans only benefits, such as a permanent discount on all
merchandise bought at the official England online store and exclusive offers from The FA
commercial partners.
• Exclusive access to the englandfans member’s website.
One of our main priorities has always been to ensure that as many supporters as possible
get the chance to access tickets to England’s away matches. Tickets for our away matches
are only sold to fully vetted englandfans members and are allocated using our own loyalty
(‘caps’) system.
Membership of englandfans is open to everyone – irrespective of ability or disability, race,
gender, sexual orientation, nationality, ethnic origin, colour, religion or belief. We want to
encourage and increase involvement with the national team and football as a whole from
every part of our society.
To join englandfans, please visit www.thefa.com/englandfans. Or if you have any questions
about the membership please call 0845 458 1966 and speak to one of our team.
Also follow englandfans on Twitter (@englandfans) and Facebook (www.facebook.com/
englandteam) for up to the minute news.
32|33
Ticketing
The FA is responsible for the ticketing arrangements for
all FA - run matches at Wembley Stadium: the matches
that we host are England senior internationals, The FA
Community Shield, The FA Vase Final, The FA Cup Semi-finals
and The FA Cup Final.
Tickets for FA matches involving domestic club sides (The FA Cup, The FA Community
Shield, The FA Vase and The FA Trophy) are sold by the participating clubs, although the
pricing policy and guidelines are set by The FA.
The Football Family
This group consists of the clubs
participating in The FA Cup, County FA’s,
sponsors and the football authorities. All
of these groups participate in the running
of the game at all levels across the country.
By allocating tickets to FA Competitions
along with England home matches, we are
thanking them for their tireless work
in developing and promoting football at
all levels.
To protect genuine fans The FA’s Legal
Department, along with our Customer
Relations team, carry out extensive
monitoring work to prevent FA match
tickets being sold through unauthorised
channels, especially internet auction
sites. Tickets appearing for sale on such
websites are removed from sale and where
appropriate, action may be taken against
both the seller and the agent.
Commitments for 2014
Disabled Ticketing
The FA’s Customer Relations Team sell
tickets for England matches to disabled
supporters with a FAN. The hotline for these
tickets is: 0845 458 1966
Ticket Refund Policy
In the event of an FA fixture being
postponed in advance of kick-off, ticket
holders will be entitled to free admission
to any re-arranged match or a full refund.
If a match is abandoned after kick-off,
ticket holders are entitled to free entry to a
rescheduled fixture or a partial refund.
All refunds are issued in line with The FA’s
Terms and Conditions, full details of which
can be found on TheFA.com or by calling
The FA Customer Relations team. Any
customer with a complaint about their
experience at an FA match should also
contact The FA’s Customer Relations team.
As part of our commitment to you we will
ensure that:
• O
ur pricing policy offers a fair spread of
pricing for domestic cup competitions
and England internationals.
• A
family area will be available for
under 16s along with a schools and
junior football club enclosure at every
England game.
• W
e will endeavour to provide exemplary
customer service to our customers.
• W
e are fully committed to providing
an excellent service for our disabled
supporters.
• W
e will continue to investigate and
introduce new technology in order to
make the ticketing process and supporter
experience as efficient as possible.
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Wembley Stadium
Wembley is one of the most famous stadiums in the
world. It is a world class venue that attracts some of
the biggest events in sport, music and entertainment
and more than 2 million visitors per year.
Wembley Stadium re-opened in May 2007 on the same site as the much loved former
stadium. The stadium’s 133m high arch has become a new landmark for London
and is now instantly recognisable around the world. The new stadium has quickly
re-established itself as the home of English football and as the ultimate live event
experience. As the largest football stadium and music venue in the UK and with a
legendary history Wembley provides a first class experience for fans of football, music
and sport. It is the perfect venue to stage and celebrate the world’s most important
live events.
Wembley is the home of the England national football team, as well as the FA Cup Final
and Semi Finals, The Football League Cup Final, The FA Community Shield, The Football
League Play Off Finals and The Rugby League Challenge Cup Final. The stadium also
regularly hosts other major sporting events including regular season NFL games and is
known worldwide for its epic music concerts.
36|37
2013/14 In Focus’
The Football Association and Wembley Stadium
celebrated a special year in 2013 with The
FA celebrating 150 years since its inception
and Wembley Stadium 90 years since the
stadium was first created back in 1923. A host
of celebratory internationals were played,
including games against Brazil, Germany and
the Republic of Ireland, but arguably the most
triumphant moment of 2013 was the return
of the UEFA Champions League Final just two
years after it was last hosted at Wembley
Stadium. Bayern Munich added their fifth
European trophy.
Not to be outdone, however, the music calendar
produced one of its best line-ups since the
stadium re-opened in 2007 with the Capital
Summertime Ball, The Killers, Bruce Springsteen,
Robbie Williams and Roger Waters: The Wall
providing spectacular performances, and
being watched by just under 600,000 fans over
the eight nights in total that the acts were at
Wembley Stadium.
After a special 2013, the calendar for 2014 is
already shaping up nicely with One Direction
being the stand out moment as the global
pop icons are due to play three nights at the
stadium in June. In a World Cup year The FA has
already confirmed a pre-tournament warm-up
against Denmark, with further matches to be
announced. Saracens FC will repeat their world
record breaking fixture against Harlequins in
March, with the culmination of the Football
League season in May, as well as the completion
of The FA Cup with the semi-finals and final.
Undoubtedly one of the highlights of 2014 will
be the three NFL games to be played in the
autumn, with Jacksonville Jaguars, Atlanta
Falcons and Oakland Raiders all playing home
games against Dallas Cowboys, Detroit Lions
and Miami Dolphins respectively, capping off
what promises to be another stunning year for
the stadium.
Wembley Stadium is owned by The Football
Association and operated by Wembley
National Stadium Limited, part of The FA
Group. Located in Wembley in north-west
London, the stadium is a public transport
destination linked to major international
and regional transport routes. It is
conveniently accessible through London’s
public rail and underground network, and is
served by three stations and five train lines.
The Wembley Tour operates all year round.
Highlights include the England dressing
room, the press conference facilities, the
Royal Box and players’ tunnel.
As the national stadium Wembley takes its
corporate responsibility very seriously and
is committed to operating both responsibly
and sustainably.
The stadium has state of the art facilities
and has set new standards for visitors and
performers. All 90,000 seats in the stadium
are spacious, close to the action and enjoy
spectacular, uninterrupted views of the
action. The stadium’s concourses are wide
and airy and easily accessed via lifts, stairs
and escalators.
Wembley boasts four of the largest
restaurants in London and there is a wide
selection of food and drink available ranging
from fine dining on the Club Wembley
members’ concourse to special deals for
football favourites like fish and chips and
a pie and a pint. The stadium’s bars are
themed to celebrate historic Wembley
events and there is a wide selection of event
merchandise available from the Stadium
Store and the merchandising units located
on the stadium concourses.
Other facilities available to fans include
dedicated event programme units, plasma
screens, cash machines and more toilets
than any other building in the world. The
stadium is fully accessible with sensory
assistance available and more than 310
wheelchair spaces across all levels of
the stadium.
Wembley is also an exceptional conference
and banqueting venue providing
outstanding event space, views and facilities.
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Merchandise
As a ‘not for-profit’ organisation, The FA re-invests all its surplus revenues back into football
at all levels, so the game constantly grows and flourishes.
These revenues are often generated by supporters and cover:
• Profits made from the sale of tickets to international matches and The FA Cup SemiFinals and Final.
• Purchase of official FA licensed products, including best-sellers such as the England shirt
(available at www.EnglandStore.com) and England & FA Cup match day programmes
(available at www.TheFA.com/programmes).
The FA’s Business Development team look to maximise revenues from all officially licensed
products, here and internationally. The two major brands for which The FA grants licences
are the England team and The FA Cup. Tight control is exercised on the quality of products,
with The FA receiving royalties on all products which are sold under an official license.
The FA also strenuously polices non licensed products, to prevent money going out of
football – and to protect the integrity of the brands we manage. Fans can tell whether a
product is official or not by The FA’s official hologram that genuine products carry. With this,
fans can purchase in the confidence that they are also helping English football develop.
If a customer is dissatisfied with the quality of an official product they have purchased, they
should address this with the retailer in the first instance. However, The FA is always happy
to receive feedback from customers to improve the quality and range of official products
going forward.
Reinvesting Supporter-Generated Revenue
Overall, The FA’s two biggest sources of revenue are for the sale of its broadcast rights –
here and internationally - and sponsorship rights. Maximising revenue from these sources
is absolutely vital to running all aspects of The FA and helping fund football in this country.
40|41
My Football
If you are a player, there are playing opportunities for
all ages, and levels. Whatever your level you can use
The FA’s Find A Club tool TheFA.com/findaclub to find a
club in your area. Once playing, The FA’s FullTime league
administration system can provide fixture and league
table updates for your team
If you’re no longer able to commit to the rigours of club football but are keen to stay playing
our FA Mars Just Play! programme could be just what you’re looking for. Open to adults
aged 16 and above, men and women, of any ability or fitness level – FA Mars Just Play offers
informal kickabouts and a pathway back into the game. Check it out at TheFA.com/justplay.
If you are a parent looking to find opportunities for your child, The FA Tesco Skills Programme
is available for children aged 5-11 and provides skills training at centres across the UK www.
TheFA.com/Skills
The FA Vauxhall Football Mash Up is open to boys and girls between 12 and 17 years old.
Football Mash up is all about your mates.your coach.your terms. Get your boots on, have a
game, show off your skills and learn new ones – this is your sport, Mash it Up and make it your
own. More details are available at TheFA.com/football-mash-up.
Football needs more coaches and The FA has many ways in which you can become involved.
The first step is to enrol on a level one coaching course. You can find a course in your area by
visiting The FA’s find a course tool on TheFA.com/myfootball
If you are keen on becoming a referee, the first step is to take your basic refereeing course.
You can find a course in your area using The FA’s find a course tool on TheFA.com/myfootball.
Alternatively you can visit TheFA.com/referee for more information on what becoming a
coach or referee is all about.
If you would simply like to volunteer your services to your local league or club, there are many
ways in which you can get involved. You can find information on volunteering and community
links, and even how to set up your own team or club at TheFA.com/myfootball
42|43
equality
The FA’s commitment is to confront and eliminate
discrimination whether by reason of age, gender,
gender reassignment, sexual orientation, marital
status, race, nationality, ethnic origin, colour, religion
or belief, ability or disability and to encourage equal
opportunities.
This policy is fully supported by the Board
of The FA and the Director of Football
Governance and Regulation is responsible
for the implementation of this policy.
The FA, in all its activities, will not
discriminate, or in any way treat anyone
less favourably, on grounds of age, gender,
gender reassignment, sexual orientation,
marital status, race, nationality, ethnic
origin, colour, religion or belief, ability or
disability. The FA will ensure that it treats
people fairly and with respect and that it
will provide access and opportunities for all
members of the community to take part in,
and enjoy, its activities.
The FA will not tolerate harassment,
bullying, abuse or victimisation of an
individual, which for the purposes of
this policy and the actions and sanction
applicable is regarded as discrimination.
This includes sexual, racial, anti-Semitic,
Islamophobic, homophobic, transphobic or
abuse of disabled people based harassment
and other discriminatory behaviour,
whether physical or verbal. The FA will
work to ensure that such behaviour is met
with appropriate action in whatever context
it occurs.
The FA is committed to the development
of a programme of ongoing training and
awareness raising events and activities
in order to promote the eradication of
discrimination within football.
The FA is committed to a policy of equal
treatment of all members to abide and
adhere to this policy and the requirements
of the Equality Act 2010 as amended from
time to time.
The FA commits itself to the immediate
investigation of any claims, when it is
brought to their attention, of discrimination
on the above grounds and where such is
found to be the case, a requirement that
the practice stop and sanctions imposed
as appropriate.
If you wish to report an incident of abuse
and/or discrimination please use the
contact details below:
Tel: 0800 085 0508
Email: FootballForAll@TheFA.com
44|45
Charity Partners
The FA’s Official Charity partner, Teenage Cancer Trust, receives a substantial five-figure
financial donation from The FA’s Community Shield Fund and a direct association with
The FA. The charity is entitled to a host of FA Group benefits which it uses to raise funds
including signed England shirts for auction, Wembley Stadium Tours, exposure in The FA’s
matchday programmes, player escort places, tickets for England internationals and an
annual fundraiser event at Wembley Stadium.
The FA remains a huge supporter of the Armed Forces. The FA was one of the founding
partners of Tickets For Troops and continue to donate 500 tickets for Wembley matches.
The FA also provides support to the Bobby Moore Fund and the Sir Bibby Robson Foundation.
46|47
Complaints Procedure
If you would like to submit a complaint to
The FA, you can put it in writing
addressed to:
Customer Relations
The Football Association
Wembley Stadium
PO Box 1966
London
SW1P 9EQ
Or you can email via our
‘Contact Us’ form at:
www.TheFA.com/contact-thefa
We will strive to respond to all emails as
soon as possible, however, due to the large
amount of correspondence we receive, it
may take up to five working days to receive
a response. For letters, we aim to respond
within 10 working days. We aim to ensure
that at all times our complaints handling
process is fair to everyone, ensuring all
views are heard and taken into account in a
balanced way.
Still not satisfied? Contact the
Independent Football Ombudsman (IFO).
The Independent Football Ombudsman
was established at the beginning of the
2008-09 season and have a clear remit to
receive and adjudicate on complaints from
football supporters and participants which
have not been resolved by the football
authorities. They raise any policy issues
which have been highlighted by those
complaints, directly with The FA, Premier
League and The Football League.
The creation of an Ombudsman will
maintain a position as the independent and
final arbiter of
football complaints. For further information
on the IFO, please visit the website: www.
theifo.co.uk
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The Football Association
Physical address:
Wembley Stadium
Wembley
Middlesex
HA9 0WS
Postal address:
The Football Association
Wembley Stadium
PO Box 1966
London
SW1P 9EQ
T 0844 980 8200
F 0844 980 0666
E Info@thefa.com
www.TheFA.com
For further information on how personal
information is used please visit:
www.thefa.com/Privacy
www.TheFA.com