Skip to main content Skip to site footer

Football League Customer Charter

5 June 2014


The English Football League is is the largest single body of professional clubs in European football and is responsible for administering and regulating the Football League, Capital One Cup and Johnstone's Paint Trophy, as well as reserve and youth football.

Formed in 1888 by its twelve founder members, The Football League is the world's original league football competition and is the template for leagues the world over. It has 72 member clubs.

We encourage all parts of the community to enjoy league football by watching matches or taking part in other activities through our member clubs and we also generate the commercial revenue that sustains and fuels football's growth.

For more information and contact details for The Football League please visit our website at

FL Interactive (FLi) is a wholly owned subsidiary of The Football League. FLi manages and develops the digital and mobile rights of The Football League and 91 participating clubs (including 9 from the Premier League). These activities include the provision of official club websites, mobile sites, apps, video and audio.

FLi works alongside clubs' media, commercial and marketing departments in creating and developing engaging digital products aimed at growing club revenues and brands. The FLi team includes dedicated roles in the fields of content, commerce, analytics, video, digital marketing, project management and rights.

The Football League Trust's role is to oversee community activities at Football League clubs. Using the power of football the Trust aims to make a difference to the lives of people by providing them with the best possible opportunities and recognising their achievements to inspire them both inside and outside of the game.

For more information and contact details for The Football League Trust please visit


Football League

The Football League is comprised of three divisions - the Championship, League 1 and League 2 - with 24 teams in each division. Each season there are 1,656 regular season matches (552 per division) with 15 end-of-season Play-Off Matches, including 3 finals at Wembley. The competition was established in 1888 and is the world's oldest league football competition. Attendances across The Football League totalled more than 15.7 million, making it the most attended sporting competition in the UK. The Championship itself is the fourth most watched division in Europe. Total cumulative domestic TV audience for all three divisions is over 31 million, with a 20+ minute adult reach* of 13.3 million. Coverage of the 2013/14 Football League season was broadcast to over 180 territories globally.

*based on unique viewers watching a minimum of 20 consecutive minutes of live and highlights coverage

Football League Cup

The Football League Cup (currently known as the Capital One Cup) was established in 1960. It is English football's midweek cup competition, featuring all 72 clubs from The Football League and the 20 Premier League clubs, with 93 matches throughout the season. It is the first professional competition of the season to be decided and the winners also receive automatic entry into the following season's UEFA Europa League. Recent winners include Manchester United (2009 & 2010), Birmingham City (2011), Liverpool (2012), Swansea City (2013) and Manchester City (2014). The competition attracted 1.4 million admissions during the 2013/14 season and cumulative domestic TV audience in excess of 24 million, with a 20+ minute adult reach* of 9.5 million. The Capital One Cup was broadcast to 173 territories worldwide during 2013/14 season.

*based on unique viewers watching a minimum of 20 consecutive minutes of live and highlights coverage

Football League Trophy

The Football League Trophy (currently known as the Johnstone's Paint Trophy) is a mid-week knockout cup competition for clubs in League 1 and League 2. There are 49 matches per season and it is organised on a regional basis with the winners from the North and South sections meeting each other in the Final. The competition was established in 1983 and offers League 1 and League 2 clubs a realistic opportunity of appearing in a showpiece final at Wembley. The competition attracts over 200,000 spectators each season and a cumulative domestic TV audience of 1 million.


COMMUNITY: We are at the heart of 72 communities across England and Wales, and share the pride and heritage of each.

AUTHENTICITY: We are the world's original league and retain honest, open and exciting competitions that are about developing home-grown talent.

PROGRESSION: We are a modern, forward-looking organisation that is always striving to improve the game, our competitions and the experience for fans.

INCLUSION: We are committed to making the game accessible to people of all backgrounds.


The Football League is committed to providing excellent service to its stakeholders and club supporters. This Charter sets out The League's policies.


Andrea Brown is the Customer Services Manager at The Football League and is the principal contact for matters relating to Customer Services.

The League is a listening organisation, which aims to be open and fair in its dealings with all persons representing the interests of the game.

The aims of The Football League Customer Services Department are to:

Provide a professional and approachable point of contact within The League for supporters and other members of the general public who need help, advice and information on any aspect of The League's activities; and

Work within The League to ensure that a high level of customer service is provided to all our members and by all our members.

Contact with the unit can be made in the following ways:

By post: Letters should be addressed to Customer Services Department, The Football League Operations Centre, Edward VII Quay, Navigation Way, Preston PR2 2YF.

By direct dial telephone: on 0844 335 0183.

By fax: on 0844 826 5188.

By e-mail: to

Normal Office Hours are 9am to 5pm, Monday to Friday.

The League will endeavour to respond to any letter, fax or e-mail within 7 working days of receipt of such communication. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication.

We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint. The complainant does have the option after 28 working days of taking the complaint to the Independent Football Ombudsman if they are dissatisfied with the progress made. Further details about the Independent Football Ombudsman can be found at

Details of all complaints are recorded and information will be provided to the Independent Football Ombudsman as part of the reporting process.


Employees of The Football League will conduct themselves in a courteous and responsive manner when dealing with all internal and external stakeholders. The Football League is committed to treating all people equally and fairly and have policies and procedures in place to safeguard individuals.


The Football League is committed to promoting and valuing diversity and eliminating all forms of discrimination encompassing direct, indirect, associative or perceptive discrimination to all involved in the Professional Game. All individuals have the right to be treated with consideration and respect and The Football League is committed to eliminate each and every form of bullying, harassment which includes third party harassment, and victimisation.

The Football League promotes inclusion and anti-discrimination both internally and externally and is committed to working with partner agencies to provide education and information to promote this.

The Football League has procedures to deal with any allegations of prejudice ensuring that all individuals can raise their issue through the channels explained in this charter.

On the receipt of any such complaint, The Football League will investigate, if appropriate, with assistance from other football and statutory agencies, and make recommendations and/or change procedures as necessary.


The Football League is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

With so many people involved in and influenced by professional football, it is essential that The Football League and its member clubs acknowledge the role that they play in creating a safer environment for everybody involved in the game, especially for the more vulnerable, including children and young people. The Football League is working closely with other football governing bodies to help contribute to this safer environment.

To this end, The Football League has developed and recently reviewed the Safeguarding 'Good Practice Guidance' to ensure member clubs are clear on their responsibilities in helping make football a safer place for all.

The guidance also endorses and promotes the Safeguarding Policy and Procedures developed across Affiliated Football and also those produced by The Football Association. This ensures that we have a proactive and integrated approach to safeguarding everybody within football. It also recognises that professional clubs have a duty of care to all children, young people and vulnerable adults who participate in their activities and it outlines the arrangements clubs should have in place to meet that duty.


The Football League Trust is a national football charity which unites the inspirational work delivered across England and Wales by its dedicated network of community trusts associated to Football League clubs. These charities have a combined annual turnover of over £44 million, and 2,500 members of staff, including teachers, coaches and professional health workers.

The global game speaks in a language people understand, with the power to go further where others fall short. The Trust embraces this magic to raise the aspirations of millions by delivering dynamic initiatives to a diverse demographic. Using the magnetism of club badges to connect, The Trust tackles society's greater goals by promoting people and championing community through powerful projects built upon a foundation of sport, education, inclusion and health.

Aspiring to change lives and create a legacy, The Trust excels in youth engagement, bringing learning to life through the spirit of sport. Beyond this, rising to the challenge of wider government agendas, from drug rehabilitation to dealing with dementia, The Trust provides an unrivalled platform for its partners to achieve against development and social responsibility targets.

Since kick-off in 2007, winning partnerships have played an integral role, and today, The Trust is proud to team up with numerous organisations to turn goals into reality, including; The Football League, Premier League, The PFA, The FA, Sport England, NCS, The Open University, University of South Wales, Network Rail, Street Games and many more.


John Nixon (Managing Director, Carlisle United) - Chairman
Mal Brannigan (Managing Director of Sheffield United)
Gordon Taylor (Chief Executive, The PFA)
Colin Sexstone (Director, Plymouth Argyle)
Simon Morgan (Head of Community, Premier League)
Mike Farrar (CEO of the NHS Confederation)
Donald Kerr (Co-Vice Chairman, Brentford)


The Football League continues to foster a good working relationship with other footballing bodies which include The Football Association, The Premier League, The Football Conference, The Professional Footballers Association, The League Managers Association and The European Professional Football Leagues.

The Football League consults at national level with the Football Supporters' Federation, Supporters Direct and Level Playing Field (formerly the National Association of Disabled Supporters), contributing to discussion and responding to issues in order to improve supporters' experience and enjoyment of the game.

The League also has representation on the Kick it Out Professional Game Guidance Group and continues to develop ways to consult with other football bodies and Government.


The Football League, as event organiser, has direct responsibility for the staging of the final ties of the Capital One Cup, the Johnstone's Paint Trophy and the Football League Play-Off Finals.

The following policies apply in respect of these Football League events:

The League continues to strive for wider access to matches by offering a broad range of ticket prices.

The Football League will endeavour to allocate 80% of the available tickets to the two clubs competing in the final.

Concessions will be available to junior supporters (16 years and under) and senior citizens (age determined in accordance with the ticketing policy of the competing clubs).

Disabled Spectators
Designated places will be available for disabled spectators in wheelchairs and their carers. These tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the relevant price for the area they are in and provide a personal assistant space free of charge (where a PA is required).

Ambulant disabled supporters' tickets will also be available. Again these tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the relevant price for the area they are in and provide a personal assistant space free of charge (where a PA is required).

Concessionary prices will apply across all of these tickets.

Every effort will be made to facilitate the return and re-distribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994), any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased for one of The Football League's Finals. Any unwanted tickets should therefore be returned in advance of the fixture to the point of sale (usually one of the clubs competing in the Final), where, providing the ticket-holder has a genuine reason for returning the ticket(s), a full refund will be given.

If any of the Football League's Finals should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged game. If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the rearranged match.


The Football League complies with The Data Protection Act 1998 and all other relevant legislation. All personal data held following communication with the Customer Services Department is only used for the purpose it is collected and is kept for as short a time as possible. The Football League is committed to the safe handling, use, storage, retention and disposal of personal data and a written policy on this is available.


The League has official social media accounts, including Facebook and Twitter. These accounts are outlets both to provide official information and news on The Football League and through which The League can engage with supporters. The League however cannot guarantee a response to every supporter who contacts us via our social media channels. Should supporters wish to make an enquiry or complaint they should follow the procedure outlined in the Customer Service section of the Customer Charter.


In 2014/15 Prostate Cancer UK is the Official Charity Partner of The Football League.

The Football League is watched by over 16 million fans a season of which 77% are men, a 1/4 of which are over 45. Everyone with a father, husband, partner, brother, son or best mate, has a vested interest in this cause.

Advertisement block