Too many football clubs pay only “lip service” to customer service, according to a comprehensive review of Premier League and Championship club charters by the Football Supporters’ Federation (FSF). It is 12 years since the government-appointed Football Task Force Report proposed that all clubs should adopt a customer charter. The FSF, which represents more than 180,000 fans across England and Wales, looked at every club charter in the top two divisions. Every club charter was rated 0-5 across a range of categories encompassing accessibility, timeliness, quality, clarity of complaints procedure, appeals process, and contacts for the relevant league and Independent Football Ombudsman.
Click here to see where your team finished in the club charter table.