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Club News

Customer Care and Complaints Procedure

1 August 2018

Here at Sheffield United we are proud of our relationship with our fans and supporters and always strive to provide outstanding customer service. We work closely with our staff to ensure we continue to meet high standards of fan and customer service.

Whilst we aim to deliver a high level of customer satisfaction, we acknowledge that from time to time problems do occur. We are committed to ensuring that every effort is made to resolve any difficulties quickly and to your satisfaction.

However, in the unlikely event that you feel your issue needs to be escalated, you can contact us in person, via email, by post or over the telephone.

  • Complaints Department
    Sheffield United
    Bramall Lane
    Sheffield
    S2 4SU
     
  • Email: complaints@sufc.co.uk
     
  • Telephone: 0114 253 7200

It is recommended that individuals contact the club during regular working hours 9am-5pm Monday to Friday. In the first instance we ask that queries be directed to the relevant department and manager to discuss the issue further.

Responses will be made by phone, post or email. A written response will be supplied if requested or deemed necessary.

The club will endeavour to acknowledge receipt of any contact within 48 hours and will aim to respond within 14 days. If the relevant member of staff is absent for leave, illness or maternity, every reasonable effort will be made for an informed colleague to respond in the agreed period of time.

If you feel the that the matter has not been resolved satisfactorily by the department concerned then the matter should be referred in writing to the Club Chief Executive Officer Stephen Bettis, Sheffield United Football Club, Bramall Lane, Sheffield S2 4SU.

Following the governments changes in 2016, the Independent Football Ombudsman (IFO) is recognised as the approved Alternative Dispute Resolution Body. If a complaint cannot be satisfactorily resolved at Club stage within the stated correspondence timescales, supporters are advised that they can refer this matter directly to the IFO using the following details:

  • The Independent Football Ombudsman
    Suite 49, 33 Great George Street,
    Leeds,
    LS1 3AJ
     
  • Email: contact@theifo.co.uk
     
  • Telephone: 0800 588 4066

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