At Aston Villa, we always strive to provide our supporters with the best possible service.
If you feel we have fallen short of your expectations, be it the level of service you have received, a policy we operate or a product we have sold it is important that you let us know.
If you need to make a complaint about Safeguarding or EDI (Equality, Diversity & Inclusion) please see the specific advice for these areas below.
Making a Complaint
How do I make a complaint?
Where possible, we ask that you put your comments in an email to fancomplaints@avfc.co.uk or by writing to:
Supporter Liaison Manager, Villa Park, Birmingham B6 6HE.
In order for us to reply to a complaint it is essential at the time of writing that you provide us with the following information:
- Your client reference number(s)
• A contact telephone number(s)
Please note that without this information we may be unable to respond to your comments.
What will happen next?
All complaints received by the club are forwarded to the Supporter Liaison Manager and logged in to our complaints system.
We will acknowledge receipt of your complaint and confirm to you the following:
- Your complaint has been received
• A complaint reference number
After carrying out an investigation into your comments we will aim to reply at our earliest opportunity.
What should I do if I have any feedback on the handling of my complaint?
Contact details for the Supporter Liaison Manager will be included on the acknowledgement of your complaint.
We would welcome your comments on whether or not you feel we have responded accordingly.
On the rare occasion we may be unable to meet your expectations with our response, we will direct you to the Independent Football Ombudsman for you to escalate your complaint.
Further details can be found at www.theifo.co.uk
Is it worth me complaining?
Our complaints procedure is an invaluable way of measuring the success of our operations.
In a game of opinions, it is impossible for us to implement policies and procedures that will satisfy everyone. However, it is vitally important to us to listen when you feel we have got it wrong.
When considering our future strategies, analysing the complaints we receive is a fundamental part of the decision-making process.
As an integral part of the Villa family, we ask that you take the time to notify us when you have a complaint. Help us get things right in the future.
What type of complaint does this policy relate to?
This policy relates to complaints made about the level of service you have received, a policy we operate or a product we have sold.
It is impractical for us to implement this policy if your complaint relates to playing matters (team selection, performance etc).
All “pitch related” feedback we receive is noted and forwarded accordingly, but it is not feasible for us to engage on an individual basis regarding playing matters.
Any public comments the club wishes to make regarding playing matters will be made via our website www.avfc.co.uk and other social media channels.
If your complaint relates to the conduct of our employees, it may be necessary for us to deal with your complaint outside of the commitments made within this charter to comply with employment law.
Safeguarding
If you wish to make a complaint regarding a Safeguarding issue please email safeguarding@avfc.co.uk. Your complaint will be dealt with in line with our Safeguarding procedures. Please visit the safeguarding section of our website for specific information in relation to safeguarding. https://www.avfc.co.uk/club/safeguarding
A concern would be classified as a safeguarding matter when it relates to either:
- Complaints regarding poor practice in children’s activities or relating to children (under 18s), such as bullying
- Complaints relating to an Adult at risk
- A concern in relation to a member of unsafe practice by Club staff, volunteers, or partners
Contact: Head of Safeguarding, 07827300798 safeguarding@avfc.co.uk
Equality, Diversity & Inclusion (EDI)
If you wish to make a complaint regarding an EDI issue please email equality@avfc.co.uk. Your complaint will be dealt with in line with our Equality Policy. For more information on EDI and to see our Equality Policy please visit the Equality, Diversity & Inclusion section of our website https://www.avfc.co.uk/club/equality-diversity . This will also show detail on how to report incidents of discrimination on matchday and how to report any incidents you may see on-line.