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Supporter Charter

CLUB KEY AIMS

The Club exists solely to serve its supporters and to help the Head Coach to deliver success on the pitch. All Club activities and customer services policies are there to support these aims.

The Club will always strive to climb as high up the English football pyramid as possible, while standing on its own two feet financially and responsibly safeguarding the long-term future of Norwich City.

CUSTOMER CARE

The Club recognises the importance of great customer care and will ensure that it has the staff and the mechanisms in place to provide this to its supporters.

We recognise the loyalty and dedication of our supporters and we believe that everyone should have the opportunity to share their views and engage with the Club. Our Supporter Services Manager is the principal contact for suggestions, questions, complaints or concerns at Norwich City Football Club. You can contact our Supporter Services Manager using the information below:

Rebecca Shearer

Supporter Services Manager

T: 01603 721902 option 7

E: ssm@canaries.co.uk

The Club will endeavour to acknowledge any issue raised within 48 hours, and to resolve any complaints within the following 5 working days. In exceptional circumstances if it is not possible to resolve a complaint within these timescales you will be notified and updated of progress. Please direct all complaints to the Club preferably in writing to the email address detailed above. Issues can be raised by telephone on 01603 721902 Option 7, or alternatively you can visit in person. Our Supporter Services Manager is based at Carrow Road Monday to Friday. Please email should you wish to arrange an appointment. Letters sent to the Club will usually be answered within 10 days of receipt.

If the supporter is unhappy with the reply or resolution, please let the Supporter Services Manager know and further action can be taken if deemed necessary. If they remain unhappy they can submit the matter directly to the Executive Committee, or furthermore to the Independent Football Ombudsman using the contact information below:

Independent Football Ombudsman 
Suite 49, 33 Great George Street 
Leeds 
LS1 3AJ 
E: Contact@TheIFO.co.uk
T: 0800 588 4066

DISABLED ACCESS

The Club provides a dedicated customer services contact for disabled supporters.

Large-print or electronic versions of this Supporter Charter are available on request.

The Club provides accessible seating on both ground level and upper level, inside and outdoor seating.

All accessible seats are priced as the general admission and will include a free carer when required.

The Club also provides free headsets for match commentary for partially sighted supporters.

For further information on facilities and services please contact:

Stephen Graham
Supporter Liaison Officer and Access Officer
T: 01603 721902 option 1
E: slo@canaries.co.uk or abilitycounts@canaries.co.uk

NORWICH CITY COLLEAGUE CONDUCT

All Norwich City colleagues, whether full-time, part-time or employed on a casual basis on match days, have a duty to act as ambassadors for Norwich City Football Club. All colleagues will endeavour to answer supporter queries or concerns. If they are individually unable to answer the supporter query they will refer the matter to their supervisor or a relevant colleague from another department. Norwich City Football Club is committed to briefing colleagues on key issues so that they are sufficiently knowledgeable to be able to directly answer as many queries as possible and practical.

SUPPORTER CONDUCT

The Club wants supporters to be part of the passion at Carrow Road in a safe, secure and enjoyable environment. The Club is therefore committed to preventing supporters from behaving in a manner likely to jeopardise the safety or enjoyment of others.

The Club will not tolerate any harassment or other discriminatory behaviour, whether physical or verbal, towards supporters, Club employees or anyone else working or attending football matches or other events at Carrow Road.

The Club reserves the right of admission to its premises and may even impose a ban on attending matches at Carrow Road on any supporter charged or convicted of a football-related offence or for any breach of the Club's ground regulations.

Any use of the Club's digital channels (e.g. the Club’s official website and official social media channels, or other online sites pages or content within the control of the Club) that is abusive, obscene, defamatory, harassing or which contains any nudity, pornography or any other unwelcome content or which is otherwise in breach of the relevant terms and conditions of the site in question may allow the Club (should it deem such action appropriate in the circumstances) to ban the offender from any and all football matches and/or other events held at the Club's stadium for such period as the Club shall see fit.

Each case will be judged on its own merits and the length of any ban will be decided by the Club after due consideration. Any supporter made subject of a Club ban will have the right to appeal, details of appeals procedures will be outlined in writing by the Club to those involved. The Club will not issue any ticket refunds whether casual or season ticket in the event of a ban being issued.

Discrimination

Norwich City does not tolerate discrimination of any sort at the Club, on the pitch or in the stands. If you experience any form of discrimination, help us to eliminate it from football by reporting it. Text us on 07931235513 or email safety@canaries.co.uk, we will treat your correspondence in the strictest confidence. Your co-operation in helping to make Carrow Road a safe and enjoyable environment for everyone is greatly appreciated.

Safeguarding

Norwich City’s Safeguarding Manager, Tony Hedges, is responsible for the following at the Club:

  • Overall responsibility for safeguarding children and vulnerable adults.
  • Liaison with external bodies e.g. Police, Social Services, Premier League, EFL, FA, Norfolk Safeguarding Children Board and other government bodies.
  • Promoting awareness of safeguarding issues.
  • Providing instructions, guidance and support to Club staff.
  • Disclosure and Barring Service criminal record checks.

Anybody with a concern about the welfare of a child, young person or vulnerable adult should contact Tony Hedges at the Club:

Email: safeguarding@canaries.co.uk
T: 01603 218722
M: 07780475005

SUPPORTER CONSULTATION/INVOLVEMENT

The Club is committed to a robust consultative process with its supporters. The Club will hold/host at least two public forums each year and will host a Q&A with shareholders at its AGM, as well as online question and answer sessions with key personnel at the Club.

The Club will hold regular supporter focus group meetings covering topics including but not limited to:

  • Ticketing
  • Matchday experience/atmosphere
  • Young supporters/Junior Canaries
  • Communications
  • Catering
  • Retail (including replica kits)

The Club will invite supporters to attend these focus group meetings from its database.

The Club will also hold at least two meetings per year with representatives of officially-recognised Norwich City supporter groups and will celebrate the good work of these groups at a designated match each season.

In addition the Club carries out anually an extensive online survey of it's 22,000-plus season ticket holders and members, including questions on a wide variety of topics.

MERCHANDISE

Any supporter who is unhappy with any item purchased from a Canaries Official outlet or through our mail order service (internet and telephone lines) can return these items and receive a full refund (subject to conditions).

If you need to return an item because you are not happy with your purchase, please note the following:

  • All returns should be accompanied by a valid receipt.
  • All returns should be made within 28 days of the original purchase.
  • All garments should be returned in the original packaging where applicable and with the tags still attached.
  • Items returned without a valid receipt may, at the discretion of the manager, be exchanged or gift vouchers issued.
  • Items returned without a valid receipt for which an exchange is agreed will be exchanged at the last recorded price.
  • Because of the nature of some products, we do not offer refunds on underwear, jewellery or cosmetics.

This list is not exhaustive and does not affect your statutory rights.

Shop and mail order terms and conditions are displayed in-store, in the main catalogue and online.

In the event that a kit changes within its lifespan (e.g. due to kit manufacturer or sponsor changes), the Club will endeavour to inform supporters as far in advance as possible.

Have your say: Our retail team would love to know what you think of our products and services. You can e-mail them your views and feedback at yoursay@canaries.co.uk

SPONSORSHIP AND COMMERCIAL OPPORTUNITIES

The Club provides a unique partnership environment attracting many top brands. A varied and exciting range of sponsorship, promotional and advertising opportunities are available tailor-made to specific company or brand objectives.

For further details of the benefits and opportunities available, please contact the advertising and sponsorship sales department on 01603 721902 option 6 or via e-mail at sales@canaries.co.uk

COMMUNITY MATTERS

The Club recognises that it has an important role to play in the local community of Norfolk and has developed a number of initiatives that recognise these special responsibilities. The Club will include a summary of its local community activities in its annual report.

The Club is proud of the sterling work carried out in our community by our Community Sports Foundation.

Norwich City Community Sports Foundation (CSF) is the Club's official charity partner. Each year, CSF helps over 38,000 people through sport, supporting some of the most disadvantaged, disabled and talented people across Norfolk. The Foundation's vision is to help people achieve their goals by delivering quality, innovative services through football and sport.

The charity’s mission:

Engagement: To deliver a wide range of innovative, quality programmes that engage people through football and sport.

Participation: To inspire and raise aspirations enabling continued participation, supporting physical, educational and personal development to create a more active and healthier way of life.

Progression: To work together to make a positive impact on individuals and the wider communities to enable people to achieve their goals and progression in life.

To get in touch with CSF:

T: 01603 761122 
E: info@communitysportsfoundation.org.uk
Alternatively you can follow CSF on Twitter, Facebook or Instagram.