EFL SUPPORTERS CHARTER
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 28 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. 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, or if preferred, seek further guidance from the EFL.
To contact the EFL Supporters Services Department click here