Welcome to the Newcastle United Customer Charter which contains information on a wide range of issues fromticketing to customer service.We invite you to take note of its contents and should you have any queries please do not hesitate to contact our Customer Services Officer, Judy Porteous (contact details are included in the Charter).

Accessibility

The Club continues to strive for wider access to matches by offering:

·a broad range of ticket prices and hospitality packages, thus ensuring the needs of all our customers are met by the provision of choice;

·at least 5% of tickets for each Premier League home game to non-season ticket holders;

·concessions for junior supporters (under the age of 16 as at 1 August 2007);

·concessions for senior citizens (over the age of 65 as at 1 August 2007);

·an area of the ground for the exclusive use of family groups and junior supporters;

·assistance for disabled supporters and their carers. Jan Brien can be contacted in respect of ticket availability and Keith Thackray can provide advice and information connected to facilities;

Jan Brien 0191 261 1571

Keith Thackray 0191 201 8765

·free or reduced admission to replays of abandoned Premier League games. If such a match is abandoned after spectators are admitted to the ground, but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a Premier League match is abandoned after kick-off, spectators are entitled to half-price admission to the rearranged match;

·a method of funding season ticket purchase by instalments at a competitive rate of interest (subject to status);

·reduced prices for restricted view seats.

The Club has a broad range of ticket prices for Cup Competitions (full details available from our box office on telephone number 0191 261 1571) and tickets are reserved for current season ticket holders in the first instance, then subject to availability, members of the Newcastle United Members' Club and the general public are invited to apply.

Refund in respect of a season ticket - the Club offers a full refund upon cancellation of a season ticket prior to commencement of the season (or pro-rata refund during the playing season) in exceptional circumstances only and such requests are considered on an individual basis.

Refund for a matchday ticket will be given in exceptional circumstances only and such requests are considered on an individual basis.

Away support

The Club distributes tickets for away Premier League fixtures on a loyalty basis - ie applications may be tracked and used as a means of allocating tickets for in-demand games. Any remaining tickets are offered to the general public. The home club determines the cost of these tickets for Premier League matches.

The Club does not charge admission to fans of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular concessionary rates offered to junior supporters and senior citizensapply to fans of a visiting club.

The Club abides by the Premier League Rules governing the allocation of tickets to visiting clubs.

Loyalty and Membership

The Club has two membership schemes and details of these may be obtained either by visiting our website www.nufc.co.uk or by telephoning:

Newcastle United Members' Club0191 261 1571

Junior Magpies0191 201 8471

Consultation and Information

The Club continues to develop ways to consult with its supporters on a regular basis - by means of forums, questionnaires and focus groups. The Club also participates in the Premier League annual fans survey and holds regular Supporter Panel Meetings.

The Club publicises its position on major policy issues in matchday programmes, mailings or on the official club website www.nufc.co.uk.

The Club continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties.

The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

Community Activity

The Club has and continues to develop ways of supporting the local community through joint sponsorship of the Football in the Community and Learning Centre activities.Information can be obtained by telephoning:

Football in the Community0191 4611330

Learning Centre0191 201 8526

The Club also contributes to the Football Foundation which plays a key role in revitalising grass roots sport.The Foundation's mission is to improve facilities, create opportunities and build communities and it operates a grants scheme.For more information visit www.footballfoundation.org.uk.

Merchandise

The Club undertakes consultation on the design and number of new strips in conjunction with its manufacturers.

The Club's home replica strip design has a minimum lifespan of two seasons and the change replica strip design has a minimum lifespan of one season.

Swing tickets are attached to replica strips indicating the lifespan of the shirt.

Details of the next intended change of strips are available from the Club's official retail outlets as soon as this information is available.

The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip.

The Club offers refunds on merchandise purchased at its official retail outlets in accordance with its legal obligations.

Staff Conduct

The Club does not permit discrimination against any individual or group on the basis of age, colour, race, ethnic or national origin, nationality, religion or belief, gender, gender reassignment, sexual orientation, marital status or disability; nor does it permit harassment of individuals.

The Club aims to become and remain the winning team on and off the pitch and is committed to developing and maintaining a lasting relationship with its customers.

Customer Service

The Club encourages customers to contact the department relevant to their query in the first instance.

However, the Club invites anyone with an unresolved problem to refer the matter to our Customer Services Officer, Judy Porteous, who has overall responsibility for co-ordination of customer services, contact details as follows:

E-mail custserv@nufc.co.uk

Telephone 0191 201 8475
Fax 0191 201 8425

Address

Customer Services
Newcastle United
St.James' Park
Newcastle upon Tyne NE1 4ST

(Please note our normal office hours are Monday to Friday, 9.00am - 5.00pm)

The Club aims to respond to any contact from a customer within a maximum of fourteen days.

The Club's preferred method of response to enquiries is by telephone during normal office hours and if at all possible customers are therefore requested to supply a suitable telephone number on all correspondence, e-mails and faxes.

Additional copies of this Customer Charter are available throughout the following distribution points: our official website at www.nufc.co.uk; our official retail outlets; St James' Park reception areas or upon request from our customer services team at the above address.