Club Charter

A view of the Big Bank from outside showing the heart

Exeter City's Supporter and Customer Charter season 2024/25

This charter has been produced following consultation with supporter engagement through the club website and open meeting. This public engagement has continued annually over the last 10 years.

CLUB MISSION STATEMENT

1. The Club and Trust worked closely together in 2015 to develop a joint vision for the future of Exeter City Football Club.

Our shared vision is to make Exeter City an outstanding community-owned club, playing football at the highest sustainable level.

2. Underpinning this vision are six commitments:

  • To grow the Trust ownership model
  • To promote sporting excellence 
  • To develop home-grown academy talent 
  • To engage with our members, supporters and the wider community 
  • To deliver viable financial performance as part of an integrated business plan 
  • To develop first-class capabilities – people, premises, pitches, pride.

The club will achieve this by: 

  • Aspiring to excellence in all that it does
  • Working in consultation with supporters, customers and the community to maintain the highest standards of performance in an equal opportunities’ environment 
  • Following a policy of prudent financial management to develop the club profitably over the medium to long-term 
  • Recognising that in the competitive world of professional football the club must be ambitious, creative and adaptive to change 
  • Being actively involved with the local community to ensure that the club's resources are used to our mutual benefit
  • Continuing to recognise the importance of the club's youth development and standalone charity City Community Trust programmes - information on community activities are regularly published on the club and City Community Trust websites as appropriate.

 

Exeter City Football Club is proud of its heritage and wishes to strengthen the good relationship that exists between the club and the local community. The club will continue to represent the City of Exeter with pride, integrity and passion on a national and international stage.

OVERVIEW

This Customer Charter should be read in conjunction with the Club’s Fan Engagement Plan.  

The Charter is a living document that can be amended at any time.  The principal changes will come with an Annual Review.  The document is also influenced by the ad-hoc feedback from Fan’s Forums and Supporter Experience Roundtables held from time to time.

SUPPORTER AND CUSTOMER CHARTER

Key Objectives

Our key objectives for the coming season in relation to customer service are to:

  • Retain the English Football League (EFL) Family Excellence Gold Standard;
  • Provide supporters with a Fan Engagement Plan;
  • Continue to build and improve on our firm foundations for customer service;
  • Increase the number of opportunities for supporters to have their say on a variety of club matters; 
  • Ensure the match day experience for families with children and all supporters is excellent;
  • Retain and progress the EFL Equality and Inclusion Code of Practice bronze award;
  • Respond to health, safety and welfare issues that may arise.

1. Customer Service

1.1 Your club is committed to providing an excellent service for all its supporters, customers and stakeholders. Welcoming your constructive input regarding customer improvement/satisfaction as well as valuing your feedback on both positive and negative aspects of our business and activities.

1.2 Your comments regarding aspects of customer service should be made to the club's Supporter Liaison Officer (SLO) who can be contacted by telephone on 01392 411243 during normal office hours, by email to customerservices@exetercityfc.co.uk or writing to them at Exeter City Football Club, St James’ Park, Stadium Way, Exeter, EX4 6PX.

1.3 Once received, your club will make an initial acknowledgement/response to you within ten working days. If your initial contact is in a written format then a telephone call or email may be sent to acknowledge receipt and to establish any further facts required.

1.4 In the case of a written complaint an initial investigation will be carried out and a response issued in writing within a further ten working days from the date of acknowledgement. Whilst initial responses may be in the form of a telephone conversation it will then be confirmed in writing by post/email.

1.5 Any complaints received from you will be recorded in a register and reported to the relevant football authority as required together with any reports of investigations into the complaints.

1.6 The club sincerely hope and expects that any complaint received regarding customer service can be resolved to your satisfaction and every effort will be made to do so.

1.7 After all other opportunities to resolve a complaint have been exhausted the Independent Football Ombudsman (IFO) has been established by the football authorities (The Football Association, the Premier League and the EFL) to receive and adjudicate on complaints which have not been resolved at an earlier stage. Any unresolved complaints should be sent by email to contact@TheIFO.co.uk, letter to The Independent Football Ombudsman, Premier House, 1-5 Argyle Way, Stevenage SG1 2AD or reported by phone to 0330 165 4223.

1.8 The normal procedure for your complaints will be addressed in the first instance by the Executive Officer with the line manager. If this is not resolved satisfactorily an appeal can be made.  Any further appeal should be made to the Chair of the football club. The final appeal can be made to the board of directors. At every stage, the complainant and their representative will be given the opportunity to attend any appeal in person or by written submission.

1.9 On match days stadium assistance with any issue can be requested by anonymously texting the Club’s helpline 62277 or asking a steward for assistance.

2. Staff Conduct

2.1 Club staff will endeavour to be courteous and helpful to you at all times, offering you the best possible service and information available. Exeter City Football Club is committed to briefing staff on key issues so that they are sufficiently knowledgeable to be able to directly answer most supporter queries.

2.2 All members of staff will do their best to answer your queries or concerns. If they are individually unable to answer a query they will refer the matter to their supervisor or line manager and you will receive a response as quickly as possible, but no later than 21 days.

2.3 Your club has the same expectations of its paid and unpaid staff (volunteers) as any other organisation and expects them to act as role models in all their activities.

3. Consultation and Information

3.1 This is a good opportunity to remind you that the club’s majority shareholder is the Exeter City AFC Supporters Society Limited (a Community Benefit Society under the Cooperative and Community Benefits Society Act 2014 with company number IP29339R) (“ECFCST” or “the Trust”). Whilst the supporters of many other clubs strive to have a voice at Boardroom level, the Trust has parity representation on the Club Board and is represented on all major committees within the club. No new directors can be appointed to the Club Board without Trust approval. Governance is undertaken through a Club-Trust Agreement and Governance Manual.

3.2 The Trust is registered as a Community Benefit Society and is a democratic organisation, existing for the benefit of the whole community. Each member has one share in the Trust, which entitles them to a vote in elections to the Trust Board. In turn the Trust Board elects members to the Club Board and other committees within the club. The Trust Board must also obtain the support of its members before it can make any decision which is of material importance to them.

3.3 The club actively consults you on a regular basis through a variety of forums. As an example, this charter was consulted via the website and open meeting. Both the club and the Supporters' Trust hold 'fans forums', during which question and answer sessions are a regular occurrence. EFL Engagement Rule 128 mandates that there must be at least two forums a year at which directors and senior management will answer questions. The Grecian Groups Forum meets regularly and consists of representatives from all our supporters' groups, club representatives, ECFCST trustees and Club directors. Forums are normally available online. Finally, there is an opportunity for you to contribute to ad-hoc meetings of the Supporter Experience Roundtable. Supporter engagement is completed by the publication and updates on the Fan Engagement Plan.

3.4 Meetings may be held outside Exeter in order to ensure that our 'exiled' supporters are consulted and given an opportunity to express their views. Fans' Forums and meetings by other supporters' groups provide additional opportunities for fans to raise issues and debate all matters regarding Exeter City Football Club.

3.5 Your club publicises its position on major policy issues on the official club website, on the Exeter City Supporters' Trust website and in the matchday programme. The club also issues information for you via social media, local radio, newspapers and the Press Association.

3.6 The Supporters' Trust has pledged consultation with Trust membership regarding matters requiring shareholder approval, for example on issues affecting the club's ownership, team colours/nickname and the stadium. 

3.7 Your stewards/matchday attendants/ambassadors provide a customer relations service and will be happy to answer your questions or direct you as appropriate. We comply with the Guide to Safety at Sports Grounds “Green Guide.’’ Our matches are classified as “Steward Controlled” or “Police Controlled” in consultation with the appropriate authorities. CCTV is in operation at all points of the ground.

3.8 First aid is available by asking any steward or club official for assistance. You can also text 62277 for assistance. The first aid point is located at the away end of the ground.

3.9 The club’s process for banning supporters follows any court, police or legal directive and is sanctioned by the board who will write to individuals to inform them of the terms and conditions of their ban. Any supporter who is reprimanded by stewards or officers of the club might also be banned. The normal process for internal bans will be for a formal warning in writing for a first offence clarifying the implications of any further breaches of behaviour. A formal ban will normally be the subject of an internal meeting with club management and the supporter(s) informed in writing within 10 days of the hearing.  Any ban will be subject to a “back to support” meeting and signed agreement.

4. Ticketing

You will be given the earliest possible notice of any changes to ticketing policy and the reasons for the changes. Tickets for Exeter City supporters can be purchased online via the club website, during the week in person at the club multi purpose Ticket Office/Reception/Trust Office in the Fan Zone or over the phone on 01392 411 243.  If the Ticket Office/Reception/Trust Office is closed, as an exception, please ask in the Club Shop. On matchdays purchases can be made at the Ticket Booth in the Fan Zone (home and away supporters).  Please note matchday access to all parts of the stadium is by ticket only which must be obtained in advance or from the Ticket Booth.  The areas are:

  • visiting supporters: Navada Construction and Tracks Suzuki St James Road Stand 
  • and for home fans Optimising IT Adam Stansfield Stand, Navada Construction Main Stand and Thatchers Big Bank. 

Your ticket collections on the Matchday are held at the Fan Zone ticket booth. 

Booking fees and postal charges may apply. Cheques must be supported by a valid bank card. Credit and debit cards are accepted online or for purchases at Ticket/Reception/Trust Office or Ticket Booth where you can also pay by cash.  

4.1 Pricing

4.1.1 The club continues to strive for wider access to matches by offering you a broad range of ticket prices and initiatives to attract new supporters or specific target groups. The club also operates a scheme whereby your early purchase of a season ticket is accompanied by a discount.

4.1.2 All people entering the ground must have a valid ticket purchased in advance or at a ticket booth at the ground on the day (where applicable and available).

4.1.3 Restricted view tickets are not generally on sale, but if requested may be sold at a discounted rate.

4.1.4 The club reserves the right to vary general admission charges at any point throughout the season.

4.2 Sales

4.2.1 In the case of an all-ticket game, the last opportunity for purchasing tickets, subject to availability, will be before the close of business the day prior to the game unless otherwise stated. Ticket office opening hours will be adjusted for increased accessibility for all-ticket fixtures and details of opening hours will be publicised on the official club website, matchday programme, social and local media. You can purchase tickets by telephone or online and details are available on the official club website or from Ticket Office/Shop/Club Reception.

4.2.2 The club reserves the right to charge an administration fee for processing telephone and online bookings for tickets for all fixtures. Tickets booked online will be posted out to customers but may be left for collection by arrangement.

4.2.3 Tickets for 'all-ticket' matches will not be held for collection later than three clear working days before the date of the fixture without prior payment.

4.2.4 The club reserves the right to withdraw season tickets from supporters whose conduct is not in keeping with that stated in this Supporter/Customer Charter under the section 'Supporters' Conduct' or published in the Ground Regulations. The Ground Regulations are posted at entrances and on the website.

4.3 Allocation

4.3.1 In line with EFL guidance, at least five per cent of tickets for each game will be made available to non-season ticket holders.

4.3.2 For 'all-ticket' matches or games where it is expected that demand may exceed supply, the club operates an agreed priority system that ensures Trust members and registered supporters get first access to tickets for big games both home and away. This system has been established by the majority shareholder, the Exeter City Supporters' Trust, and is defined in the priority system rules.

4.3.3 The priority system is regularly reviewed to ensure that it is fit for purpose and can be found by clicking here.

4.4 Concessions

4.4.1 Concessionary prices* are available to: 

  • senior citizens over the age of 65;
  • Junior supporters under 18; 
  • Young person 18-23.

* for season tickets the age criteria is at 1st August of the current season.

For Junior Grecians (under the age of 15 as at 1 August of the current season) there is a special season ticket. 

Please note a Babes in Arms policy relates to children aged 4 and under who do not require a seat. In these circumstances, any child aged 0 to 4 years old will not require a ticket to enter a match at SJP.  You will only require a ticket if the child 0-4 needs their own seat.

4.4.2 Your club reserves the right to charge normal match day admission prices in the absence of proof of qualifying for a concessionary rate. 

4.4.3 Your club provides an area of the ground for the use of family groups and junior supporters and the club fully supports the EFL initiatives 'Enjoy the Match' Family Excellence, “Together” and “Love Football, Protect the Game.”

4.4.4 Information regarding accessible tickets is detailed below.

4.5 Cup competitions

4.5.1 Your club reserves the right to decrease or increase the price of admission to home cup or friendly fixtures.

4.5.2 Season ticket holders are guaranteed admission to home cup fixtures and will be given priority for ticket sales as set out above providing they have purchased tickets for the home tie before the date advertised for those tickets to go on general sale. 

4.6 Refunds

4.6.1. Refunds are issued on unwanted matchday tickets provided we receive your email request to tickets@ecfc.co.uk at least 48 hours in advance of the advertised kick-off time of the game for which they have been issued. Refunds will be processed when unwanted tickets have been returned to the club.  Any administrative charges are non-refundable.

4.7 Postponed or abandoned matches

4.7.1 If a match is postponed before kick-off and after entry to the stadium your tickets will be valid for the re-arranged fixture. For those supporters not issued with a ticket for entry, vouchers will be issued on exiting the ground that will enable free admission to the re-arranged fixture.

4.7.2 If a match is abandoned after kick-off, but before half-time, you will be entitled to up to 50 per cent reduced-price admission to the rearranged match on production of an original ticket or voucher issued on exiting the ground. The club reserves the right to set the reduced price of admission.

4.7.3 If a match is abandoned during or after half-time, you may be entitled to reduced-price admission to the rearranged match on production of an original ticket or voucher issued on exiting the ground. The club reserves the right to set the resultant price of admission.

4.7.4 Tickets bought for the original fixture or vouchers issued to you on exiting the ground must be retained to qualify for the above concessions.

4.8 Accommodating away supporters
4.8.1 Your club abides by and in many cases exceeds EFL and Football Association Regulations governing the allocation of tickets to visiting clubs. The club does not charge admission prices to supporters of a visiting club higher than those charged to our own supporters for comparable accommodation.

4.8.2 Concessionary rates offered to senior citizens, 18-23 and junior supporters also apply to supporters of a visiting club. The club reserves the right to charge adult match day admission prices in the absence of proof of qualifying for a concessionary rate.

5 Clubs Digital Channels

5.1 You can follow the Club and book tickets online via the website exetercItyfc.co.uk and by subscribing to the Club App. 

5.2 Other digital facilities available to you are:

6 Merchandise/Retail, commercial opportunities (catering, bars, hospitality) and car parking
6.1 Your club endeavours to ensure that all replica strip designs shall have a minimum lifespan of two seasons, subject to the kit suppliers and shirt sponsors remaining unchanged.

6.2 The shop will display a sign, and detail on the website/social media, stating the launch date of replica kit sold in the club shop. Club staff are also expected to inform you of this information, especially in circumstances where the introduction of a new kit is imminent. The club carries out its obligations under current regulations to prevent price fixing in relation to the sale of replica kit.

6.2.1 The club shop refund policy is for a refund or exchange to be offered on all full-priced items which are returned unworn with a receipt within 28 days of purchase (28 days from Christmas Day for Christmas presents). Sale items are not refundable but can be exchanged if returned unworn with receipt within 14 days of purchase.

6.3 Your club catering on matchdays is provided in-house with an occasional franchise by special invitation and on a cash/card basis. This gives the club an opportunity to provide the range of products you require. The Chief Commercial Officer will listen to your suggestions regarding service or product range. Any suggestions should be sent to customerservices@exetercityfc.co.uk.

6.4 The club has four principal bars (Supporters' Trust Suite, Centre Spot, outside in the Fan Zone and “Legends” in the Optimising IT Adam Stansfield Stand). Further bars are available in the private hospitality Legends and Heritage Lounges. Inside the stadium temporary bars might be found (out of sight of the pitch) behind the Away End and to the side of the Big Bank. The centre Spot bar also has a volunteer run Real Ale and Cider bar. The Centre Spot bar is also open on some days throughout the week and is available for private hire. Alcohol will only be sold to persons who are over 18 and identification might be required to obtain service. The Centre Spot and Fan Zone bars are normally open to away supporters.

6.5 Hospitality is only available to you if booked in advance. Hospitality can be arranged for individuals and groups in the Supporters' Trust Suite (advance bookings only), corporate boxes and the Heritage Lounge. All these areas are covered by an alcohol license. Season Ticket holders will enjoy hospitality at the advertised price minus £15. 

6.6 The Club also offers junior teams/groups matchday experience packages which include refreshments.

6.7 Car parking at the ground is extremely limited. On-street parking for you is also limited due to neighbourhood parking schemes. There are, however, convenient park & ride facilities and many local car parks available. Details of car parking arrangements can be found here. There is also a branch railway station immediately behind the ground (St James Park, Exeter). Exeter International Airport is serviced by taxis and buses that run close to the stadium.

6.8 the Club’s Commercial and Sponsorship opportunities can be found at www.exetercityfc.co.uk/commercial

7 Community Activities and Charity Requests for Assistance
7.1 Exeter City Football Club is proud of its long and developing role in the local community. There is a commitment to further this from all sections of the club, especially from the Supporters' Trust, City Community Trust, Academy, officers, management and playing staff.  The Club and Trust have a respective designated Board member and Trustee who lead on Community activities and relationships. 

7.2 Your club, City Community Trust and Supporters' Trust explore opportunities for increased community involvement and works across the following areas:

  • Education: helping young people realise their potential;
  • Social Inclusion: promoting greater cohesion in communities and encouraging empowerment; 
  • Health & Wellbeing: promoting health and wellbeing in the community; 
  • Sports participation: promoting sports participation and physical activity. Activities that underpin the club's commitment to corporate social responsibility; 
  • Celebrating our heritage.

7.3. Running events are staged throughout the year where funds raised are split between the standalone City Community Trust charity and nominated charities.

7.4 Events are also run in conjunction with or on behalf of local charities. 

7.5 The Club receives many charity requests for assistance. We would love to help everyone in exactly the way they request but sadly we can’t manage to do so. We do as much as we possibly can as a club but don’t have enough scope to meet the many requests we receive each day. 

7.5.1 In addition to the League’s and our own 6 chosen Community Fund charities, we try to focus our support on schools, youth football teams and organisations that are local to Exeter. Qualifying requests should be sent to charityrequests@ecfc.co.uk.

7.5.2 The current beneficiaries of the Community Fund at the time of publishing are: 

  • Exeter City Community Trust, 
  • Exeter Community Initiatives, 
  • Alright Mate? CiC, 
  • Exeter Leukaemia Fund, 
  • Devon Rape Crisis and Sexual Abuse Services, 
  •  Refugee Support Devon.

8 Supporters' Conduct

8.1 The club wants you to be part of the pride and passion at St James Park in a safe, secure and enjoyable environment. We are, therefore, committed to preventing people from behaving in a manner likely to jeopardise the safety or enjoyment of others, or to bring discredit on the club or City of Exeter. Please ensure you understand the Ground Regulations published on the website and displayed at entry points. 

8.1.1 The Club whole heartedly supports the EFL campaigns such as the current Love Football, Protect The Game, Enjoy the Match and Family Excellence ensuring the game is enjoyed by everyone. Keeping you and staff safe. Emphasising the pitch is for players and officials.

8.2 Anyone attending matches at St James Park must abide by the regulations which are displayed on notice boards at all entrances to the stadium and at other high visibility positions. Ground Regulations can also be found on the club website by clicking here. A copy of the ground regulations can also be sent to anyone on request by telephoning club Reception on 01392 411243 or emailing reception@ecfc.co.uk.

8.3 If the club becomes aware of any person having been convicted of or involved directly in a football-related offence (whether at the club's ground or otherwise) or having been in serious breach of any club's ground regulations, it will, in consultation with the Devon and Cornwall Constabulary or the relevant Police Authority in the case of an away game and representatives of the club's Supporters' Group, make a decision as to whether that person should become subject to a club exclusion order. Each case will be judged on its own merits and the length of any ban will depend on guidelines and the severity of the offence and with regard to any breach of the club's Ground Regulations.

8.4 The normal procedure for appeals to the club will be addressed in the first instance by an Executive Officer with the Director Responsible for Supporter Experience. If this is not resolved satisfactorily appeal can be made. If the case/decision remains disputed the appeal can be addressed to the chair of the football club. The final appeal can be made to the board of directors. At every stage, the complainant and their representative will be given the opportunity to attend any appeal in person or by written submission. Any unresolved appeals should be sent by email to contact@TheIFO.co.uk, letter to The Independent Football Ombudsman, Premier House, 1-5 Argyle Way, Stevenage SG1 2AD; email to contact@theifo.co.uk or reported by phone to 0330 165 4223. 

8.5 The Sporting Events (Control of Alcohol etc.) Act 1985 states: It is on offence for a person to enter or attempt to enter a football ground while in possession of a flare, smoke bomb or firework. The sentence for these offences can be as much as three months in prison, and in many cases, fans who have no previous convictions are being given prison sentences for attempting to enter a football ground with flare, smoke bomb or firework in their possession as the courts take these offences very seriously. 

8.6 Flags and Drums are permitted at St James Park but may be restricted during capacity games. Visiting supporters are advised to contact customerservices@exetercityfc.co.uk to pre-arrange access for drums and/or flags. The Club will then advise on the latest position. Please note that drums are only acceptable in standing areas of the stadium. Flags and banners must be inoffensive, non-political and be supported by a valid fire certificate. 

9 Safeguarding children, young people and adults at risk

9.1 The club is committed to safeguarding and promoting the welfare of children, young people and adults at risk. The club has a safeguarding policy which is available to view on request from club Reception and we take our responsibilities for the wellbeing of children, young people and adults at risk seriously. To make a report email safeguarding@ecfc.co.ukor ring 01392 411 243. Children under the age of 14 must be accompanied by an adult when attending matches.

9.2 Where a child under the age of 18 breaches stadium regulations and would normally be asked to leave the ground if older, the child will be placed in the care of the matchday Safeguarding Officer who will endeavour to contact the child's parent, guardian or other family member if appropriate. In cases where this is not possible or practical, the Safeguarding Officer will keep the child in a place of safety until the end of the match. For serious breaches of ground regulations the club may deliver the child into the custody of the police. This decision will be made by the club's safety officer.

10 Supporters and Accessibility

10.1 The club is committed to ensuring that all those who wish to watch football matches are able to do so, subject to ticket availability but irrespective of disability. The club has a Disabled Supporters' Association (ECDSA) and a dedicated Disability Liaison Officer (DLO). The DLO can be contacted by calling 01392 411 243 or by emailing disability@ecfc.co.uk. The Club's DLO will try to ensure that the needs of all home and visiting supporters are met wherever possible.

10.2 The club provides accommodation and assistance for disabled spectators and their assistants. Tickets should be booked in advance, as availability cannot be guaranteed on the day of the game. Please contact club reception for details of our disabled facilities, admission prices and ticket allocation. The club has a written policy detailing its commitment to disabled supporters and others with accessibility needs in accordance with the requirements of the Equality Act (2010).

10.2.1 You will be charged the applicable tariff for your age group and any personal assistant/carer remaining with you and looking after you (including ensuring a safe exit in an emergency) will receive a free ticket.  

10.2.2 your accessible entrance to all home stands is through the accessible gate to the Big Bank Stand (Gate 1) via Stadium Way, it is fairly level and ramps are in use within the Stadium. There is an accessible entrance for Away supporters in St James’ Road (Gate 5) to allow entry to the Main Stand and Away Terrace.

10.3 The club provides exclusive commentary (Soccer Sight) for blind and partially sighted supporters via radio headsets that can be used anywhere in the ground. Supporters wishing to use one of these headsets are advised to contact club ticket office by calling 01392 411 243 in advance of a game to make a reservation.

10.4 Existing wheelchair area/ambulant friendly seat season ticket holders must provide the Club with a Personal Independence Plan. They will have the opportunity to renew their wheelchair/ambulant seat season tickets at best possible prices and will be allocated as follows: 
• First priority will be given to existing wheelchair area/ambulant seat season ticket holders who remain in need of an appropriate wheelchair space/ambulant seats which will be reserved until the final season ticket renewal deadline. 
• Second priority goes to existing non-disabled area season ticket holders who wish to move to a wheelchair area/ambulant seat. 
• Third priority will be given to any current members of the Supporters' Trust or an affiliated group who wish to upgrade to a season ticket. 
• Fourth priority goes on general sale on a first come, first served basis.

10.5 Ticket availability and dates of sale will be available from the ticket office or on the club website.

10.6 Current capacity within all designated disabled areas at St James Park is 92 wheelchair and assistant spaces. For health and safety reasons all supporters using a wheelchair must be accompanied. Non-wheelchair ambulant supporters will be found seats for themselves and a carer.

10.7 For all away matches it must be noted that the allocation of disabled/ambulant tickets is at the discretion of the home side and therefore Exeter City Football Club cannot guarantee tickets for all those requesting them.

9.8 In the event that demand exceeds supply for disabled/ambulant away tickets, the priority will be the same as for general ticket allocations. Should there be insufficient tickets for first priority applicants then tickets will be issued on a first-come, first-served basis.

11 Equal Opportunities

11.1 At Exeter City Football Club we respect and value the diversity that exists in our community and are committed to challenging attitudes that promote discrimination.

11.2 The club is dementia friendly and seeks to comply fully with the Equality Act 2010 by actively seeking ways to safeguard people who have a protected characteristic. We aim to ensure that no job applicant, employee, player, volunteer or customer receives less favourable treatment. Those with protected characteristics can be found here www.gov.uk/discrimination-your-rights. This includes:

  • Access to tickets and other products such as club merchandise
  • Ability to book corporate or other facilities 
  • Ability to join membership schemes 
  • The selection of candidates for employment or promotion 
  • Pay and employment terms and conditions 
  • Internal training and development activities 
  • External education activities 
  • Football development activities 
  • Selection for representative teams 
  • Appointments to honorary and voluntary positions.

11.3 The club is an equal opportunities employer and has a Staff Equal Opportunities Policy, a copy of which is available on request from reception/HR Department.

11.4 The club will not tolerate sexual or racial harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action whenever and wherever it occurs.

11.5 The club is committed to confronting and eliminating discrimination of any individual with protected characteristics. The club wholeheartedly supports The Football Association in its commitment, through the Respect campaign, to develop a programme of ongoing training and education in order to promote the eradication of discrimination.

12 Environment policy

12.1 The club with its suppliers looks to be as environmentally-friendly as possible. Products used are resourced to have minimal effect on the environment and recycling of paper, glass, cans, plastics and cardboard are disposed through a registered collector. To minimise our effect on the environment, power and water is always switched off when not required.

12.2 Your Club encourages you where possible to follow Active Transport when attending matches at SJP.  

12.2.1 WALKING to the stadium where possible; 

12.2.2 CYCLING: There are racks available at the stadium, with extra capacity on nearby Sidwell Street. 

12.2.3 Use Public transport. 

12.2.3.1 BUSES drop off all around the Stadium ( Local Stagecoach buses drop off/pick-up points include York Road, Pennsylvania Road, Prince Charles Road, Union Road, Sidwell Street, Old Tiverton Road, Blackboy Road.). Exeter Coach Station is also less than half a mile walk away, offering both regional and nationwide services. St James Park boasts one of the few matchday station in the EFL. All of Exeter’s Park & Ride services drop off in the City Centre, which is a short walk away from the stadium gates. The coach station is also a short walk from the stadium.

12.2.3.2 TRAIN: GWR normally have extra services to the Paignton-Exmouth service by extending trains from Okehampton and North Devon through to SJP.

13 Data protection

13.1 In accordance with the requirements of the Data Protection Act 2018, the club will maintain the privacy and security of customer details held on record.

13.2 The provider of the club's official website is responsible for ensuring data protection in respect of any user data collected via the official site. The club uses a ticket platform to assist with the sale of match tickets. The platform is responsible for ensuring data protection is in place regarding details collected from the sale of tickets.

Where are copies of the club charter available?

  • Club website
  • Ticket Office
  • Club Shop
  • Club Reception/Offices
  • Matchday Info Point
  • Stadium Concourses

July 2024