OUR PLEDGE TO YOU!

Three promises for the 2008/09 season…

1.To develop a cashless payment system to enable supporters to make purchases quicker and easier

2.Build on our "Kick It Out" anti-racism policy and build on the "Respect" campaign of Euro 2008

3.Enhance corporate entertainment offering through better linkages between Ricoh Arena, caterer and football club

Coventry City Football Club care about our Customers and within this Customer Charter we outline the minimum standards that all customers can expect. Our Charter is seen as an evolving document and the review process will be carried out annually.

The Club is committed to identifying and improving service to supporters and all our customers. If you have any comments to make about this Charter or any other customer service issue please be assured that we will welcome your feedback. Your views will help us get things right.

We encourage customers to contact the department relevant to the query but our Commercial Director has overall responsibility for customer service.

The Club responds to any contact from a customer within a maximum of 21 days.

The Club responds by telephone, e-mail, fax or letter. If a customer requests a response in writing s/he receives one.

For convenience - relevant information can be found in the following sections:-

1.Ticketing

2.Facilities for Disabled

3.Away Support

4.Membership

5.Consultation and Information

6.Community Activities

7.Merchandise

8.Staff Conduct

9.Supporter Conduct

10.Discrimination

1.TICKETING

The Club continues to strive for wider access to matches by offering:-

vat least 5% of tickets to each game to non season ticket holders.

vconcessions for junior supporters and senior citizens.

van area of the ground for the exclusive use of family groups and junior supporters.

vsupport for disabled supporters and their carers. Dan Walker can be contacted for details of our disabled facilities and ticket allocation.

vfree or reduced admission to replays of abandoned home games. If a match is abandoned after spectators are admitted to the ground but before kick-off ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off spectators are entitled to half price admission to the rearranged match.

vwe offer a method of instalment payment for season tickets in the form of a 10 month interest free direct debit payment plan.

vtickets for Cup competitions are generally priced at the usual League match rates, although we consider some reductions for early rounds of Cup competitions with agreement from the opposing Club. Tickets are usually allocated on a priority basis with season ticket holders given an option to purchase tickets prior to sale for the general public.

vrefunds for match tickets will be considered only if the ticket is returned to the Ticket Office not later than 24 hours before the time of kick-off of the match, when played.

2.FACILITIES FOR DISABLED

vDan Walker can be contacted on 0844 873 1883 for information on our disabled supporter facilities and ticket allocation.

3.AWAY SUPPORT

vThe Club's supporters are usually allocated tickets for away matches on a priority basis as follows:

(i)Away season ticket holders

(ii)Season ticket holders with an Away Record Card and the requisite number of previous purchases.

(iii)Season ticket holders.

(iv)Executive Club Members.

(v)Club members and Junior Sky Blues.

(vi)General sale.

Our opponents determine the cost of these tickets.

vThe Club does not charge matchday admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.

vThe Club abides by the League Rules governing the allocation of tickets to visiting clubs.

4. MEMBERSHIP

vThe Club runs membership schemes for juniors, adults and senior citizens. The benefits include preference in ticket allocations and reductions in ticket and away match travel prices. For further details contact the Ticket Office.

5. CONSULTATION AND INFORMATION

vThe Club consults supporters on a regular basis through questionnaires, annual fans surveys, supporters panels and focus groups.

vThe Club publicises its position on major policy issues in an easily digested format in the Club programme/magazine/official website and through the local media.

vThe Club has and continues to develop ways to consult with Shareholders, sponsors, the local authority and other interested parties.

vThe Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

vThe Club undertakes research on the design of new strips.

6. COMMUNITY ACTIVITY

The Club has a very active Football in the Community Scheme with the following aims and objectives:-

¨To encourage more people (especially children) to play football.

¨To encourage more people (especially children) to watch football.

¨To improve the image of the game.

¨To improve atmosphere at matches.

¨To improve the behaviour of players and spectators.

7. MERCHANDISE

vThe Club's home replica strip design has a minimum lifespan of one season and the away replica design has a minimum lifespan of two seasons.

vThe Club provides information indicating which season(s) each strip apply to.

vDetails of the next intended change of kits are available from the Club shops.

vThe Club carries out its obligations under the League Rulebook to prevent price fixing in relation to the sale of replica strip.

vThe Club offers refunds on merchandise in accordance with its legal obligations.

8. STAFF CONDUCT

vThe Club is committed to providing quality services for all of our customers. We will do our best to provide equal access to you by offering additional help if you think it is needed.

vThe Club is committed to providing quality services and products for everyone, who comes into contact with or visits Coventry City Football Club.

As per our Mission Statement, this means when meeting you face to face, we will do our best to:-

¨Be polite, courteous, friendly and helpful and listen to you, giving you our full attention.

¨Use plain language and avoid jargon.

¨Ensure that any office you are visiting is tidy, clean, pleasant, welcoming and accessible.

When answering telephones, we will do our best to:

¨Answer calls as soon as possible.

¨Greet you in a courteous and helpful manner.

¨Let you know which part of the organisation you are speaking to.

¨Be polite, friendly, helpful and interested in your call.

¨Find out who can best help you, redirect your call if necessary and call you back if appropriate.

If you feel that a member of staff deserves special praise or thanks please let us know.

9.SUPPORTER CONDUCT

The Club wants supporters to be able to enjoy their visit to the Ricoh Arena in a safe and secure environment. We are therefore committed to preventing people from behaving in a manner likely to jeopardise the safety and enjoyment of others, or to bring discredit on the Club or the City of Coventry.

10. DISCRIMINATION

Coventry City Football Club supports the Commission for Racial Equality in "Kicking Racism Out Of Football". We will not tolerate racism and will take specific action against supporters who engage in racist abuse, chanting or intimidation.