Customer Charter for the Lincolnshire County F.A.

The Lincolnshire F.A.’s purpose is to use the power of football to build a better future and to be committed to the development of grassroots football in the County and to enable participation for all.

The Lincolnshire F.A.’s Operations section has responsibility for all traditional aspects of the game, such as Membership Services, Discipline, County Cups, Representative Football and Referees.

It may be of interest to note that the Lincolnshire Football Association has over 1,800 affiliated teams and 800 referees. The County runs 12 Cup Competitions, an Under 18 Representative Team and provides a service to the football community of Lincolnshire.

The Football Development Section manages our Football Development programme for the football community in Lincolnshire which includes a diverse Education Programme covering all aspects of the game, with courses being run throughout the County, along with Child Protection, Charter Standard, Women’s and Girls Football, Mini Soccer and Facility Funding through the Football Foundation.

 The Key aim of the Customer Charter for the Lincolnshire Football Association is:

• To provide a professional and approachable service to the many customers who contact us with queries, views or complaints.
• Add value to customer contacts with the Lincolnshire Football Association by promoting the services we offer and communicating our vision.
• Develop new ways of communicating with our customers through innovative use of our website – Lincolnshirefa.com and greater use of email.
• Work with all divisions within the Lincolnshire Football Association to ensure that a high level of customer service is being offered and that our customer’s views are being reflected back into the organisation.
• To improve awareness of the means of contacting the Lincolnshire Football Association, particularly through the publicising of our website address Lincolnshirefa.com.
• To increase overall public interest and awareness of the Sport of Football.
• To complete our evolution from a perceived “dictatorial” organisation to a Customer Service based on organisation, with clear missions, values and objectives.

Staff Conduct and Response Times

The Lincolnshire County F.A. is committed to developing an open, responsive and accountable relationship with all those involved with the game at every level. This Charter sets out the standards which customers are entitled to expect when dealing with their County F.A. Our policies in relation to these Customer Issues are set out below.

Lincolnshire F.A. staff will act in a courteous and responsive manner in all matters relating to Customer Issues. If the staff member cannot resolve an issue, they will take responsibility for ensuring that it is escalated to their particular “Line Manager.”

Written correspondence will be acknowledged within three working days of receipt, and if a full reply cannot be given within that period due to further information being required, then a comprehensive response will be made with ten working days.

Emails and telephone messages will be acknowledged on the same day that they are received, and if further information is required then a comprehensive response will be made within ten working days providing that full contact details are given as a part of the original message.