CUSTOMER SERVICE
Julie Ager is the principal customer services contact at Colchester United and she can be contacted as follows:

By Post
Letters should be addressed to:

Julie Ager
Colchester United Football Club
Layer Road
Colchester
Essex
CO2 7JJ

By Telephone
01206 715306

By Facsimile
01206 715307

By E-Mail
julie@colchesterunited.net

Office Hours
9am to 5pm Monday to Friday and matchdays as publicised

Our Commitment
The Club will endeavor to respond to any correspondence within seven days of receipt of same.

If it is not possible to provide a full response then an acknowledgement will be sent followed by a detailed reply within twenty-one days of receipt of the original communication.

STAFF CONDUCT
Colchester United staff will conduct themselves in a courteous and helpful manner in all dealings with customers.

Colchester United is an equal opportunities employer and is committed to an equal opportunities policy.

Colchester United and its staff will not tolerate sexual or racially based harassment or discriminatory behavior whether physical or verbal. 

They will work to ensure that such behavior is met with appropriate disciplinary action and Colchester United is fully committed to supporting the 'Kick Racism Out of Football' Campaign.

CONSULTATION AND INFORMATION
Colchester United will continue to consult supporters on a regular basis through forums and through our Supporters Associations Chairman, Jon Burns.

We also publicise major issues in the Official Club Matchday Programme and Website.

The Club also utilises media through newspapers and radio to give notice of any changes to ticketing policies and any other major arrangements.

TICKETING
The following policies apply in respect of all ticketing arrangements

Pricing
Colchester United is continually looking for ways in which to offer a broader range of ticketing prices for its supporters.

During the course of a season various promotions may take place with regards to entry prices.

Allocation
At least 5% of tickets to each game will be made available to non-season ticket holders.

Concessions
Concessionary prices are available to junior supporters under 16 years with proof of ID, senior citizens (60 years old), the disabled and students, but only in specific areas of the stadium as publicised by the Club.

The Club provides areas of the ground for the exclusive use of family groups and junior supporters, disabled spectators and their carers.

Katy Springett can be contacted for details of our disabled facilities and ticket allocation.

Loyalty and Membership Schemes
Colchester United runs loyalty and membership schemes for Season Ticket holders with the benefits being:

For ticketed events such as Cup games, tickets are reserved for season ticket holders, ready for payment, prior to release date to the general public.

Away Matches
The Club's supporters are allocated tickets for away matches on a priority sales basis, please see our Ticket pages for more information. The home Club determines the cost of these tickets.

Cup Competitions
Generally for all Cup Competitions tickets are priced at the same price as for League games.

Returns/Refunds
Every effort will be made to assist anyone with a genuine reason for returning their match ticket for any game to obtain a full refund before the match is played.

This will be at the discretion of the Club's management and in accordance with the Club's publicised conditions.

In the event of a request for a refund after a match is played, this would also be at the discretion of the Club's management, who would require notification of the request within 48 hours of the completion of the match.

If a match is postponed before kick-off and up to 25 minutes before the final whistle, ticket holders are entitled to free admission to the re-arranged game, upon production of their original ticket purchased or on submission of vouchers produced by the Club

If a match is abandoned after kick-off, spectators are entitled to half-price admission to the re-arranged match. Vouchers will be made available and notified to the supporters accordingly.

ACCOMODATING AWAY SUPPORTERS
Colchester United abides by Football League Regulations governing the allocation of tickets to visiting clubs.

The admission prices for supporters of a visiting club are the same price as those for home supporters in comparable accommodation.

In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club but do not apply to the prices charged for our own in-house junior members club.

MERCHANDISE
Colchester United endeavors to ensure that all replica strip designs shall have a minimum lifespan of two seasons, which is dependant upon sponsors arrangements; logos changes etc.

Colchester United will look to provide swing tickets attached to replica strips stating its launch date.

Details of the next intended change of kits will be made available in advance (if applicable) from the Club Shop.

Colchester United carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strips.

Colchester United offers refunds on merchandise on production of a receipt and at the discretion of the management.

COMMUNITY ACTIVITIES
Colchester United is committed to the Football in the Community Scheme, providing facilities, to enable the administration of the Scheme to be carried out at Colchester United premises.

Colchester United invite local schools and under privileged groups to attend matches at Layer Road either free of charge or at reduced admission prices.

Colchester United participates in the Centre of Excellence and Registered Players are admitted to all home league matches free of charge, subject to availability.

FOOTBALL LEAGUE CHARTER PROMISIES
Colchester United makes the following promises for the 2006/2007 season:

1. The Club will look to promote all activities surrounding "our youth of tomorrow" by looking at ways in which we can market special promotions to encourage more families to the game during the season.

2. To work closely with local based charities offering the Club's profile and facilities to assist in ways of branding more awareness within charitable organisations.