Corporate

Liverpool Football Club Information Charter 2015-16

Since its formation in 1892, Liverpool Football Club always has - and continues to - enjoy a unique relationship with its loyal and dedicated supporter base. It recognises and respects the invaluable contribution made by each and every supporter to the ongoing success and longevity of the Club. As such, Liverpool Football Club endeavours to be open and accessible to its supporters, communicating information via the appropriate channels in a clear and effective manner.

Liverpool Football Club is proud of its relationship with fans and constantly strives to improve supporters' matchday experience and day-to-day interaction with the Club.

The Matchday
Getting to Anfield - Liverpool Football Club, Anfield Road, Liverpool, L4 0TH.

We aim to achieve the very best matchday experience in every aspect, with the enjoyment and health and safety of supporters being our utmost priority. Any fan visiting Anfield for the first time, attending a match or wanting more information on how to purchase tickets can visit our ‘Fan Experience' page for more information: http://www.liverpoolfc.com/fans/fan-experience or print off one of our 'Visiting Anfield Guide's ahead of your visit http://www.liverpoolfc.com/travel/visiting-anfield.

LFC - Breach of Ground Regulations

Where there is an allegation of a breach of ground regulations at Anfield then the Club will adopt a thorough process for reporting and investigating all complaints.

In the event that an incident has been reported, the Club will write to the supporter against whom the complaint has been made to make them aware of the complaint and, depending on the initial evidence, may suspend the supporter until a full and proper investigation has been completed.

The suspension will apply to all games at Anfield and any away games where tickets have been issued, regardless of the competition.

The Club reserves the right to act immediately to suspend individuals where the Club considers that the safety and security of anyone inside Anfield is at risk.

The process will include but not be limited to:

  • Potential suspension of Season Ticket / Membership Card during the period of investigation.
  • Gathering of all evidence relating to the alleged breach i.e. CCTV, Staff reports, Police reports, witness statements.
  • Writing to the supporter(s) concerned clearly indicating the reasons for the investigation to allow representation and the chance to respond to the allegation.
  • If appropriate the supporter(s) will be invited to discuss the incident in person.
  • During this meeting a representative may be present to witness the process.
  • During this meeting the proposed timescales for the investigation will be fully explained.
  • Following the investigation, the person will be notified in writing of the Club's decision which is final.
  • The length of any stadium ban will be determined by the Club which will be consistent with other decisions, taking into account the severity of the particular case.


Equality and Diversity
Liverpool Football Club is fully committed to eradicating all forms of discrimination within football and endeavours to ensure that Anfield provides an environment free of racist, homophobic or discriminatory behaviours both on and off the pitch. In order to work towards this, the Club works closely with inclusion organisations such as Kick It Out.

Safeguarding
Liverpool Football Club (the "Club") recognises the importance of Safeguarding children and adults who may be at risk, and believes that all vulnerable individuals and groups have the right to access Club services without risk of abuse, neglect or maltreatment. Liverpool Football Club believes that within the provision of all Club services, that Safeguarding Matters, that the principles of Safeguarding will be given the appropriate and due consideration within all services operated across the Club.

Any individual who has concerns related to safeguarding are advised to contact a member of Club staff without delay, individuals may also directly contact the Club Safeguarding team via email safeguardingmatters@liverpoolfc.tv 

The Family Zone 
In line with our continued commitment to attract younger supporters and to provide an enjoyable matchday experience for them, the Upper Anfield Road stand is designated for family groups and juniors. As such, supporters will only be able to purchase match tickets and any available season tickets in the Upper Anfield Road stand if they are accompanied by juniors. We have made provisions for a dedicated sales day for adult and child and those details can be found on our website once sales days have been agreed.

The Family Park & Food Village
The Family Park and Food Village is situated on Anfield Road. It is a dedicated area for families who attend the match to meet up before every home game. It opens three hours before kick-off and includes activities such as a five-a-side inflatable football pitch, speed cage, target cage a stage that hosts local artists and much more.

The food village offers hot and cold food, as well as alcoholic and non-alcoholic beverages. We welcome home and away supporters and our official Club Mascot 'Mighty Red' will be on hand to welcome all visitors to the park. The park was launched in September 2012 and opened by the Liverpool Legend Ian Rush: http://www.liverpoolfc.com/news/latest-news/rush-helps-reds-open-family-park

Buying Tickets
This is your football Club and we want it to be accessible to as many of you as possible. Our current capacity is 45,276, although on occasions this can be reduced with certain seats becoming unavailable for public sale due to a number of reasons. For the majority of games at Anfield, demand for tickets significantly exceeds supply, with almost every fixture selling out well in advance of the actual day of the game.

General admission tickets: Latest ticket information, sale dates and availability can be found on our website: www.liverpoolfc.com/tickets/latest-ticket-news

For terms and conditions visit: www.liverpoolfc.com/tickets/ticket-terms

Matchday hospitality: Matchday hospitality packages are available for all Barclays Premier League home fixtures. Bookings can be made via our website: www.liverpoolfc.com/tickets/hospitality.  Please call the hospitality team on 0151 263 9199 for more information.

Match breaks: Thomas Cook Sport offer match breaks for all Barclays Premier League home matches and domestic cup home matches. These can be booked at http://www.thomascooksport.com/Football/Premier-League/Liverpool-FC or  by calling 01733 224 834  

European and Domestic Cup Matches
Ticket information regarding the European, FA and League Cup competitions will be advertised on our website, www.liverpoolfc.com/tickets, and in the Liverpool Echo.

Barclays Premier League Home Matches
All dates of sale are subject to change and we recommend that supporters check the Ticket Office booking line 0843 170 5555 or the website, www.liverpoolfc.com/tickets, for dates and match announcements. Please note that cup competitions may also impact the dates of Barclays Premier League matches and their dates of sale.

Official Members' Ticket Sale
LFC Official Members are able to buy their home Barclays Premier League tickets in two sales periods. All games played up until 1 January 2015 will go on sale in July 2014. Games played after this date until the end of the season will go on sale in November 2014 . Members have the choice to buy individual matches or all the games within the sales period, subject to availability. The Members' Ticket Sale will remain open until all tickets have been sold or until a general sale is announced.

The Club operates requisite criteria for category A and B games, which ensure that half of all tickets in the Members' sale period will be dependent on the number of games a member has attended during the 2013-14 season. Full details on the dates of sale are available by visiting: www.liverpoolfc.com/tickets/lfc-members-tickets.

New memberships must have been purchased at least 72 hours before the Members' tickets can be purchased. Applications can be made by telephone and online only for Members' sales.  Members can purchase one ticket per qualifying Membership for up to a maximum of four tickets per match per transaction during the Members' sale period.

General Sale
Following the Members' sale period, any remaining match tickets for Barclays Premier League home matches will go on a general sale. Liverpool Football Club reserves its right to change the dates of sale at any time for any reason. All changes to the dates of sale will be published on the Club website: www.liverpoolfc.com/tickets.

Tickets can be purchased online by visiting: www.liverpoolfc.com/tickets/latest-ticket-news.

Telephone bookings can be made by calling the Ticket Office line on 0843 170 5555 or overseas +44 151 907 9399, Monday-Friday 8.15am-5.45pm and Saturday 9.15am-3pm.

In the event that tickets are still available 11 days before a match, tickets can be purchased from the Ticket Office in person (Monday - Friday 8.15am-3.45pm and Saturday 9.15am-3pm).

A minimum booking fee of £2.50 per ticket will be charged across all sales channels with the exception of sales at the ticket office windows. Tickets booked online or by telephone within the period up to three days prior to the match will be forwarded by post. Tickets booked after this period will have to be collected and signed for at the Ticket Office. Name and address ID and the payment card used at the time of booking must be produced on collection.

A maximum of four tickets may be purchased in one transaction. However, the Club may at any time implement a maximum ticket restriction. Recent history has shown that for the majority of Barclays Premier League home matches tickets are sold out in advance of being made available for personal application at the Ticket Office.

The Barclays Premier League home matches against Everton and Manchester United are subject to specific selling arrangements. Eligibility for these fixtures will be dependent on previous attendance criteria that have been recorded against a supporter’s Fan Card or Member’s card.  The attendance criteria will be announced in advance of each sale. 

For match categories and 2014-15 ticket prices please visit: www.liverpoolfc.com/tickets/ticket-prices.

The concessionary rate for juniors is applicable to those aged 16 and under.

Please note for adult/ junior combined tickets a maximum ratio of two adults to one junior, or two juniors to one adult is allowed

Barclays Premier League Away Matches
Due to the limited number of tickets available for all Barclays Premier League away matches, LFC gives priority to Season Ticket Holders, Members and Fan Card holders who have attended a specified number of Barclays Premier League away matches from the previous season. The required number of matches attended is determined from the information held on the Ticket Office database. In the unlikely event that qualifying Members do not take up the full allocation, LFC will reduce the qualifying criteria to maximise the number of supporters eligible to apply for tickets. Full individual selling details for each away fixture are advertised on www.liverpoolfc.com/tickets and in the Liverpool Echo.

Supporters are advised that they should quote their Membership/Fan Card number for all ticket purchases in order to record their purchase history. Supporters are also advised to retain their ticket stubs as these may be used in the event of an away fixture being abandoned.

Full terms and conditions can be found at www.liverpoolfc.com/tickets/ticket-terms.

Disabled Supporters
Assistance is provided for all disabled supporters and their personal assistants. Every Club steward has, or if newly-appointed will receive, training on disability issues to help and assist disabled supporters (both home and away supporters) who attend games at Anfield. Tickets for wheelchair user supporters, ambulant supporters and their personal assistants are available from the Ticket Office. There is a wheelchair accessible low level counter available for all disabled supporters. Details of ticket prices can be obtained from  the accessibility web page http://www.liverpoolfc.com/tickets/accessibility.

Wheelchair User Supporter: Wheelchair User Supporter: The stadium has availability for up to two assistants to support each wheelchair user supporter. Wheelchair user supporter places are situated in the Kop, Paddock, Paddock raised platform and Anfield Road Stand with full disabled access into and out of the stadium as well as access to disabled toilet facilities and catering facilities. Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the Club with documentation confirming the level of care required.

Ambulant Disabled Supporter (Including Visually Impaired Supporters):  Ambulant supporters are generally situated in the Paddock, with full disabled access into and out of the stadium. Ambulant disabled supporters can sit in other areas of the ground although these requests will be looked at on an individual basis where the Club will endeavor to cater for that request. The Club do not limit the amount of ambulant tickets available. Ambulant disabled supporters have availability for one personal assistant.

A headset with full commentary will also be provided upon request for visually impaired supporters.

Facilities for disabled supporters are accessible. Also new for the 2014/15 season a Changing Places toilet has been installed in the Kop. There are hearing loops fitted in various locations of the ground including the Ticket Office, Club Store, and selected catering stations within the ground, all are clearly sign posted.

Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the Club with the documentation confirming the level of care required, details can be found at http://www.liverpoolfc.com/tickets/accessibility

Applications for home league matches are sold in conjunction with the non-disabled supporters sales. The tickets will become available on an Official Members’ sale. Late availability applications should be made in writing five weeks prior to the game including a contact telephone number that the Disability Ticketing Team can contact you on for payment.

For cup games, prices and selling arrangements can vary and will be announced via the selling notice which is published in the local media and on the Club website. Again tickets will be sold in conjunction with the non-disabled supporters sales. Tickets will be available via telephone and postal application. All postal applications should be addressed for the attention of the Disability Ticketing Team, at the address below.

Applications for away league matches are sold in conjunction with the non-disabled supporters sales. The amount of wheelchair user tickets and ambulant disabled tickets will be published in the selling notice which will be advertised on the web site http://www.liverpoolfc.com/tickets/accessibility. Tickets are sold through postal, email, phone and window applications. All postal applications should be addressed for the attention of the Disability Ticketing Team, at the address below. Email applications should be sent in to disability@liverpoolfc.com.

In the event that you should have a query regarding disabled supporters tickets/admission, supporters should contact the Club's designated Disability Ticketing Team, whose contact details are set out below:

Disability Ticket Team: Liverpool FC Ticket Office, PO Box 204, Liverpool, L69 4PQ. Telephone: 0151 264 2500. Email: disability@liverpoolfc.com.

Abandoned Games and Refunds
In the event that a first-team match at Anfield is abandoned, the policy of Liverpool Football Club is as follows:

Should a first-team match be abandoned before kick-off then ticket holders will be entitled to receive free admission on the date of the rearranged game. In the event of a first-team match being abandoned at any time after the game has started then ticket holders shall be entitled to half-price admission for the rearranged date. It is imperative that non-season ticket holders retain their original ticket stubs to present to the Club for when they purchase another ticket for any game that has had to be abandoned after it has kicked off.

Refunds for tickets to all home matches are given to supporters provided that the tickets are returned to the ticket office not less than 14 days prior to the advertised kick-off time.

Away Matches (European)
Any supporters wishing to apply for tickets for an away game in any European competition played under the jurisdiction of UEFA must either be a Season Ticket Holder, LFC Official Member or Fan Card Holder. The possession of any of these entitles the holder to apply for tickets from the Club  subject to meeting the qualifying sales criteria.  Organised trips are also usually available via our recognised tour operator.

Please note that the Club will endeavour to give supporters the earliest possible notice of any changes that are made to our ticketing policies and the reasons for such changes.

Visiting Supporters to Anfield
http://www.liverpoolfc.com/travel/visiting-anfield
Supporters of clubs visiting Anfield can be allocated up to 2940 seats for Barclays Premier League games in the Anfield Road lower stand.  The Club offers tickets for visiting disabled supporters at the same admission prices as home disabled supporters. Similarly, we will offer tickets for visiting visually impaired supporters at the same admission price and with the same facilities as home supporters. Visiting wheelchair supporters will be located with home wheelchair supporters in an area adjacent to those sections reserved in the Anfield Road stand for visiting supporters. 

Reserve Team / U21 Matches
Our reserve team / U21 team play home games in the Barclays U21 Premier League at St Helen's Langtree Park, Anfield and the Academy, The Liverpool Way, Kirkby, Merseyside, L33 7ED. For safety reasons some games may be played behind closed doors. We advise supporters wishing to attend any reserve team fixtures to check the website, www.liverpoolfc.com, for up-to-date information as to whether the match is still being played on the scheduled date as well as to confirm the venue and kick-off time and any admission costs.

It is anticipated that all our home games in the Barclays U21 Premier League will be played at the Academy. However, on occasions it is possible that these matches may have to be rescheduled and played at an alternative venue such as Anfield. Upon a reserve team fixture being rescheduled, details of such change to the date of a game or venue or kick-off time will be immediately advised to supporters via the Club website and local media outlets.

Due to first team commitments it is common practice for the reserve team / U21 team games to be rescheduled at relatively short notice. Supporters are recommended to always check that any fixture is being played as announced by contacting either the Club website or the Club on 0151 263 2361 at least 48 hours prior to each game.

Consultation and Information
Regular dialogue and meetings with local community groups.
A twice-yearly community news brochure.
Barclays Premier League supporter panels.
The annual Barclays Premier League fan survey.
Four annual meetings with the LFC Supporters' Committee.

Liverpool FC Supporters' Committee
Liverpool Football Club's Supporters' Committee allows fans to help shape the Club's future. Fans are encouraged to contact the committee with their thoughts, opinions and views on the Club and this information is passed on to senior LFC officials through regular and constructive dialogue.

The Liverpool FC Supporters' Committee consists of 12 voluntary members plus an honorary president and represents the various stakeholder groups from the LFC supporter base. Members of the committee share the supporters' opinions and views with LFC whenever necessary to help the club better understand the issues that most affect and concern its supporters.

The Club will use its best endeavours to ensure the attendance of director/s (including principal owners) at two of the four annual meetings. During these structured meetings, committee members ask the questions that fans and fan groups have raised with them. Minutes from each of the meetings are published on the Club's website within seven working days of the meeting ending and can be found at: http://www.liverpoolfc.com/fans/supporters-committee/minutes

Each of the 12 members are contactable via email and are able to provide feedback and take questions from the fans they represent. Contact details can be found at: http://www.liverpoolfc.com/fans/supporters-committee/contact

To learn more about the LFC Supporters' Committee and its objectives, visit: http://www.liverpoolfc.com/fans/supporters-committee/home

LFC conduct customer experience surveys, forums and panels which will be ongoing throughout the year.

Details of any major policy decisions or changes at the Club will be published in the matchday programme and on the Club website at www.liverpoolfc.com.

The Club is in regular consultation with former shareholders, sponsors and the local authority. We also consult with members of the local community, residents' associations and organisations concerned with the development and regeneration of the Anfield area, such as the North Liverpool Stakeholders Group, Anfield Breckfield Partnership Forum, Anfield Breckfield Community Partnership, Anfield Breckside Community Council and Breckfield North Everton Community Council. The Club recognises its role as a major investor in the Anfield and Breckfield areas and as such it plays a key role in the regeneration plans for these communities.

Merchandise
All replica strips have a minimum lifespan of one season. Swing tickets are attached to each replica strip stating the season that the strip is in use. Details of the next intended change of kits can be obtained from the Club shop. The Club carries out its obligations under the Barclays Premier League rulebook to prevent price fixing in relation to the sale of replica strips. We offer refunds on merchandise in accordance with our legal obligations.

Partnerships
Liverpool FC aims to partner with best-in-class brands and is committed to working seamlessly with our partners to craft innovative and measurable marketing programmes that consistently meet and surpass their business objectives. The partnerships team is also committed to ensuring that fan reward and engagement is at the forefront of these programmes.

Our current official partners are:

Main Sponsors
Standard Chartered
Warrior
Garuda Indonesia

Official Partners
Carlsberg
Vitality
Thomas Cook Sport
Jack Wolfskin
Maxxis
Visit Barbados
Vauxhall
Konica Minolta
Gatorade
EA Sport
MBNA
Dunkin Donuts 
Subway
Instaforex

Regional Marketing Partners
Honda (Thailand)
Courts (Malaysia & Singapore)
Mono (Thailand)
Xolo (India)

Equal Opportunities
Liverpool Football Club is committed to equality and diversity and applies this to our recruitment process. The Club is an equal opportunities employer and all applicants for employment will be regarded fairly and be given equal opportunities irrespective of their race, religion, gender, sexual orientation, age or disability.

Liverpool FC Foundation
The Liverpool FC Foundation has been working in the Community, both at home and overseas, for over 20 years. Originally developed by former LFC player Brian Hall, the Foundation has helped thousands of young people and adults over the last two decades.

Our goal is to provide opportunities that inspire positive change and help build better futures for people from a range of backgrounds and abilities, regardless of their race, religion, sexual orientation, disability, gender or age. Our programmes provide opportunities to develop life skills, increase confidence, raise aspiration and actively promote health and wellbeing.

Football is at the heart of what we do. Our programmes promote grass roots football across all age ranges, ethnic groups and abilities. We aim to bring young people back into the habit of playing team sports. Football is a fun and healthy activity and we actively encourage everyone to take part, whether they are an individual, a group of friends, part of a youth group or a member of a School Club, we promote Football for All.

Disability and Equality Football Coaching
The Liverpool FC Foundation currently runs two disability football centres, one in Liverpool and one in Wirral. The aim of the programme is to engage young people, with a variety of complex needs, into sporting opportunities to encourage participation, self confidence and independence. The programme also provides a vital network for both the young people and their parents to socialise and forge new friendships with families sharing similar experiences. To find out more or if you would like to take part in this free programme please contact us at LFCFoundation@liverpoolfc.com

We also host regular evening coaching projects that aim to engage young people aged 4-19 from a diverse range of backgrounds. The purpose of the projects is to break down social barriers across our communities and make sport fun for all those who take part. 

Liverpool FC Foundation Football College
The Liverpool Foundation Football College provides a full-time unique and innovative learning experience for 16-19 year olds who had not quite made the grade at a professional club or simply have a passion for football and want to pursue their dreams. The programme, based on the Academy model, allows them to achieve GCSE and A-Level and FA Coaching qualifications.

If you would like more information on the college courses please contact them on 0151 724 4983

Military Veterans
One of the Foundation's newest projects is the Military Veterans programme which aims to re-engage ex-service personnel with physical activity and recapture their spirit of service and comradeship. The project also promotes health, education and employment. For more information on the programme or if you would like to take part in this free programme please contact us via email on menshealth@liverpoolfc.com.

International
Our international programme provides unique opportunities to a diverse range of individuals and community groups. By providing professional coaching clinics, educational workshops and with support from our partners globally we aim to establish a legacy in every country we visit, by delivering and supporting projects that can be sustained over the long term

Men's Health
Our Goal is Better Men's Health. The Liverpool FC Foundation's Men's Health programme aims to improve the lives of men aged 18 years+ through the power of football and the Liverpool Football Club badge.

The Programme was developed in 2005 in response to the high levels of poor health in the local community. Through our extensive partnership agreement with Liverpool Clinical Commissioning Group it aims to tackle issues such as poor diet, obesity, heart disease, low physical activity levels, cancer prevention as well as mental health and wellbeing. The programme offers a wide range of activities to suit everyone including:

  • Men's Health Course
  • Cookery Courses
  • One-Off Health Talks
  • Dads & Lads Football Coaching
  • Cycling Events
  • Take A Stand Comedy Confidence Course
  • Educational Opportunities
  • Workplace Health Programmes
  • LFC NHS Health Trainer Service

For more information on our projects and services please contact Christine on 07999 857272 or email menshealth@liverpoolfc.com

LFC TV
Equal opportunities:
LFC TV recognises the importance of ensuring that no job applicant or employee received less favorable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion. Liverpool Football Club aims to promote a welcoming, inclusive and open environment through all of its activities and interactions, and this message will be further demonstrated through ongoing Equality and Diversity training for all employees. The Club has now adopted the 'Embracing Difference Regardless' strapline for all of our Equality and Diversity activities. This is a Club-wide initiative which will include LFC TV staff. The Club principles of equality outlined above will also be included in our programming and content decisions.

Queries and FAQs
If you have queries on any of our products and services we offer, please visit our Q&A section of our website which can be found at: http://help.liverpoolfc.tv/

Complaints
If you do have reason to complain on a matchday, please speak to a steward or a uniformed member of staff. We find that most complaints can be resolved at the time of the initial problem. If your complaint cannot be resolved on the day or is concerning another matter, please contact us at the main club address - Liverpool Football Club, Anfield Road, Liverpool, L4 0TH - by email or call us directly on 0151 264 2500.

We will acknowledge receipt of all email correspondence and seek to respond to any communication within 10 working days, though this may increase during peak periods. Should you be dissatisfied with the response you have receive or feel your complaint has not been resolved and refers to a Club specific issue, you can escalate your complaint for final resolution to the Club's Customer Services Manager or, if your complaint refers to a particular competition, with the governing body (the FA, Football League, Barclays Premier League or UEFA). Should you still remain dissatisfied with these responses, you can escalate the case to the Independent Football Ombudsman (www.theifo.co.uk). The Liverpool Football Club Charter outlines our principal commitments and policies, including those for ticketing to ensure transparency and accountability. 

PREVIOUS CHARTERS


Click here to read the Annual Charter Report 2014/15 ››
Click here to read the Annual Charter Report 2012/13 ››
Click here to read the Annual Charter Report 2011/12 ››
Click here to read the Annual Charter Report 2010/11 ››
Click here to read the Annual Charter Report 2008/09 ››
Click here to read the Annual Charter Report 2007/08 ››
Click here to read the Annual Charter Report 2006/07 ››
Click here to read the Annual Charter Report 2005/06 ››
Click here to read the Annual Charter Report 2004/05 ››
Click here to read the Annual Charter Report 2003/04 ››
Click here to read the Annual Charter Report 2002/03 ››