Our customer service contact is
Cathy Pickup
Company Secretary
Burnley FC
Turf Moor
Harry Potts Way
Burnley
BB10 4BX

Tel: 01282 704702
Fax: 01282 700014
Email: c.pickup@burnleyfc.com

Available by prior appointment, Mon-Fri 9am -5pm
The club responds to any contact from a customer within a maximum of three working days. The club would normally respond by letter.
If a customer requests a response by telephone he/she receives one.

CONSULTATION AND INFORMATION
The club consults supporters on a regular basis through the SCG; supporters' club 'Meet the Board' sessions and questionnaires.

The club publicises its position on major policy issues in a user-friendly manner via the club's match day programme and the official club's internet site.

The club has and continues to develop ways to consult with Shareholders, sponsors, season ticket holders and other interested parties.

The club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

The club undertakes research on the design and the number of new strips.

TICKETING
Pricing
The club continues to strive for wider access to matches by offering a broad range of ticket prices. The club operates a scheme to enable supporters to pay for season tickets by installment at a reasonable rate of interest. Contact the Ticket Office for more information

Allocation
At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions
Concessionary prices are available to junior supporters and senior citizens (over 60's).

The club provides:
- An area of the ground for the exclusive use of family groups and junior supporters.
- Support for disabled spectators and their carers. Contact the ticket office for details of our disabled facilities and ticket allocation.

Away Matches (League & Cup)
The club's supporters are allocated tickets for away matches as follows:
Season Ticket Holders, Shareholders and Clarets Foundation Members have initial priority for Away Tickets.
Any remaining tickets are usually available to customers purchasing with a clarets number around 2 weeks before the fixture.

Home Cup Competitions
Season Ticket Holders can claim their allocated seat during a priority sales period. After which any unsold 'reserved' seats will be made available to all other home supporters.

Returns & Refunds
The club's policy on the return and distribution of unwanted tickets is as follows. Supporters can receive a refund on match tickets prior to kick off of that specific game. For each match a general sales start date is advertised.

Abandoned Fixtures
If a game is abandoned / postponed prior to kick-off anyone who has purchased a match ticket will receive a full refund.
If a game is abandoned during the first half anyone who has purchased a match ticket will receive 50% refund of the price of the ticket.
If a game is abandoned during the second half - no refunds will be given.
The above is not applicable to Season Ticket Holders who will gain normal entry to the re-arranged fixture.

Accommodating Away Supporters
The club abides by Football League Regulations governing the allocation of tickets to visiting clubs.

The club does not charge admission prices to visiting supporters which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to seniors and junior supporters apply to supporters of a visiting club.

MERCHANDISE
The club will provide information on replica strips stating its launch date.

The club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

The club offers refunds on merchandise in accordance with its legal obligations.

COMPLAINTS
All complaints made must be put in writing and either emailed to info@burnleyfc.com or sent to the 'Contact Centre' at the club address. These will all be responded to within a reasonable period and directed to the appropriate department head for comment.

EQUAL OPPORTUNITIES POLICY
The club has an Equal Opportunities policy which is available on request.