THE CONDUCT OF OUR STAFF

Our staff will conduct themselves in a helpful and courteous manner in all dealings with customers. As a business, we are committed to providing equal opportunities in employment and to avoid unlawful discrimination in employment and against customers.
This means we do not discriminate against people on the grounds of age, disability, sex, race (which includes colour, nationality and ethnic or national origins), religion or belief, sexual orientation, gender reassignment, pregnancy, maternity or because someone is married or in a civil relationship.
We also believe that our employees should be able to work in an environment free from harassment of any kind. 

COMMUNICATION 

We will strive to be open and transparent in our communication towards customers. 
There are many media outlets by which customers can now keep up-to-date with news from the Club. These include the Club’s official services via the web (watfordfccsetrust.com), e-mail (community@watfordfc.com), Twitter (@WFCTrust) and Facebook (facebook.com/watfordfccsetrust).
Constructive criticism and positive feedback delivered via any of the communication methods explained above will be treated with respect and answered where appropriate.

SAFEGUARDING POLICY

Watford Football Club and its Staff, full-time, part-time and volunteers, either paid or unpaid, have a duty of care to safeguard all children involved in Watford Football Club from harm. All children have a right to protection, and the needs of disabled children and others who may be particularly vulnerable must be taken into account. 
Watford Football Club’s Community Sports and Education Trust will ensure the safety and protection of all children involved in any activity or series of activities arranged by or in the name of the Trust through adherence to the Child Protection guidelines adopted.
The policy, procedures and systems are mandatory for all staff whose employment involves working with children or vulnerable adults either paid or unpaid on behalf of the Club. All staff share the responsibility for the protection of children and vulnerable adults and will show respect and understanding for their rights, safety and welfare.
A child is defined as a person under the age of 18 (The Children Act 1989).
A full copy of this policy can be requested by contacting our HR department on 01923 496000. 

DATA PROTECTION 

Information and data on our customers may be stored on computer or manual files in order to maintain accurate records and may be analysed to assist us in providing our products and services to them. 
We may, from time to time, contact customers by letter, telephone, email or otherwise to inform them about events, products or services that we think might be of interest to them. 
Customers can advise us at any time if they wish to opt out of receiving this information and have the choice to opt out of just correspondence from third parties, or all correspondence. Unless customers have given their consent, we will not provide information about them to third parties to use for their marketing purposes. 
Customers have the right of access to information we hold about them. If anything is inaccurate or incorrect, please let us know and we will correct it. If customers wish to exercise any of these rights then please contact the Trust team.
Our software suppliers comply with our stated policy.

CUSTOMER COMPLAINTS AND FEEDBACK

Despite our best intentions we acknowledge that we can always improve our products and services to our customers.
We actively encourage feedback – positive and negative – so that we can monitor our continuous improvement goals across all areas of the Trust.
If you wish to give feedback about a product or our service, then there are several ways of contacting us aforementioned in the communication section.
Customers are asked to include contact telephone numbers as part of their correspondence. We will contact customers to acknowledge receipt of their complaint, and, after subsequent investigation, we promise to reply - in writing, by email, by telephone or by fax - within a maximum of 14 days.

For full copies of our policies and procedures please contact our HR department on 01923 496000.