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  • Supporter Charter

    OUR COMMITMENT TO TREATING OUR SUPPORTERS FAIRLY

    CELTIC F.C. LIMITED

    POLICY STATEMENT

    At Celtic Football Club we place our supporters at the very heart of all that we do and we are fully committed to providing the highest standards of service.

    Our supporters are our most valuable asset and our aim is to ensure we deliver our commitments in a fair and transparent manner.

    As part of our overall approach we are fully committed to treating our supporters fairly and as such we strive to meet their expectations at all times.

    This Charter, our commitment to our supporters, is centered around feedback provided, to ensure we deliver first class service and consistently meet with their high expectations. We take responsibility for our staff (at all levels) as part of our commitment to providing an enhanced Celtic experience, based on a culture of openness and transparency. As a club, we take our supporters’ views seriously, in particular our requirement to treat everyone fairly.

    Celtic has outlined four key themes which are central to this initiative:

    1: Supporters can be confident that they are dealing with a club where the fair treatment of all supporters is our top priority.

    2: Supporters are provided with clear information and are kept appropriately informed of all information relevant to them from the club.

    3: Supporters are provided with a first class match day experience and service generally when dealing with the club and are provided with a clear process to follow when this is

    not the case.

    4: Supporters do not face barriers when attempting to contact the club or make a complaint.

     

    WHAT THIS MEANS

    Treating supporters fairly is an integral part of how we do things. This isn’t only about how we directly interact with supporters - all areas of the club have the fair treatment of

    supporters at the heart of what they do and we will ensure it remains at the forefront of all our operations.

    We provide information to our supporters in writing, by telephone, email or via our website, social media and the wider press. All information sources are reviewed with the intention of

    providing supporters with the information they require with the most appropriate level of detail. All of our staff understand the importance of providing information which is clear and appropriate.

    While we make every effort to ensure that the services and match day experience we provide are appropriate for all our supporters needs and delivered to the highest possible standard, we accept that sometimes things can go wrong. As such, where a supporter wishes to make us aware of something he/she is unhappy about we will respond in a way that is proportionate, transparent and fair within a reasonable timescale.

    We aim to ensure that our supporters have an opportunity to liaise directly with the club through our Supporter Liaison Officer (SLO) and that this line of communication continues to meet their expectations. Should a supporter need to complain to us at any time, we have procedures in place to ensure that their complaint is handled in a consistent, prompt and fair manner. Our complaints procedure can be found here or a copy can be uplifted from the Ticket Office or Celtic Stores.

     

    OUR SERVICE

    We continually aim to understand the needs of our supporters through ongoing dialogue and meetings with elected representatives of supporters’ groups.

    We respond to our supporters’ feedback by implementing suggestions and ideas which are aimed at enhancing their Celtic experience.

    We aim to keep our supporters appropriately informed of all developments at the club.

    We aim to ensure our products and services are delivered to an exceptional standard.

     

    OUR STAFF

    Our staff are key to delivering a positive experience and ensuring all of our supporters are treated fairly. Our culture and our values encourage and support our staff to deliver this.

    All of our staff are encouraged to continually find ways to improve our service.

     

    COMPLAINTS

    We acknowledge that sometimes things go wrong and on this basis we have an independent complaints’ review panel which is managed through our club SLO. If you have a complaint, you can complete a feedback form which can be collected from the Ticket Office or Celtic Stores. Alternatively, it can be downloaded here or you can email [email protected]. All enquiries will then be directed to the appropriate department for follow up.

     

    RESPONSIBILITIES & ONGOING MONITORING

    Celtic Football Club takes its responsibilities towards treating all supporters in a fair and transparent manner seriously. We have made every effort to ensure that this is embedded into our culture and reflected in our overall strategy.

    We remain fully committed to the fair treatment of supporters and closely monitor our standards on an ongoing basis.