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Contacting Supporter Services

The Supporter Services department promotes the work carried out by the EFL, acting as the principal point of contact at the EFL for any supporter queries or complaints. A key function of the Supporter Services department is to provide a professional and approachable point of contact within the EFL for supporters and other members of the general public who need help, advice and information on any aspect of our activities.

The Supporter Services department delivers some of the EFL’s key strategic club and supporter engagement activity, such as the award-winning Family Excellence Awards scheme, the Enjoy the Match campaign, and Disabled and Junior Supporters work, as well as driving research and best practice sharing in general. The department also works across the EFL to ensure that a high level of service is provided to all our members and by all our member clubs.

CONTACTING SUPPORTER SERVICES

Contact with the Supporter Services Department can be made in the following ways:

By post: Letters should be addressed to Supporter Services Department, EFL House, 10-12 West Cliff, Preston, PR1 8HU

By direct dial telephone: on 01772 325829

By fax: on 01772 325801

By e-mail: to enquiries@efl.com

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

The EFL 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 (IFO) if they are dissatisfied with the progress made. The IFO has been established by the football authorities as the final stage in football’s complaints process. They are accredited as an Approved Alternative Dispute Resolution (ADR) Body under the 2015 Alternative Dispute Resolution Consumer Regulations issued by the Government.The IFO can check that a case has been fairly handled and that due process was followed, although the IFO does not provide an alternative interpretation of EFL regulations or EFL Board decisions. Details of all complaints are recorded and information will be provided to the Independent Football Ombudsman as part of the reporting process. Further details about the Independent Football Ombudsman can be found at www.theifo.co.uk.

For any query or complaint relating to services provided by an EFL club, supporters should initially contact that club accordingly, via methods detailed with their customer charter procedure. Should a supporter remain dissatisfied with the response received or the way their complaint has been handled, they can refer the matter directly to the IFO.

 

STAFF CONDUCT

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

DATA PROTECTION

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

Digital & Social Media Channels

Our digital presence is constantly evolving and expanding in order to ensure we provide the content our supporters want, while in addition to the above we also have a range of social media accounts dedicated to each of our competitions.

Supporters can also ensure they receive official email communications from the EFL by registering for newsletters at www.efl.com.

These accounts are outlets both to provide official information and news on the EFL and through which we can engage with supporters tens of thousands of posts. Together they represent a multi-platform audience of millions of fans and while we try to answer questions as best we can via social media, supporters should be aware that the EFL cannot guarantee a response to every supporter who contacts us via these channels. Should supporters wish to receive a guaranteed response to an enquiry or complaint they should follow the procedure outlined in the Supporter Services section of the Supporter Charter and contact us by email, post or phone.