Customer charter

Leeds United actively welcomes constructive feedback
from fans both positive and negative. We believe this
helps us to deliver an improved and more effective
service. In this customer charter we outline the
minimum standards of service that all Leeds United
fans can expect.

Customer Charter

Leeds United actively welcomes constructive feedback from fans both positive and negative. We believe this helps us to deliver an improved and more effective service.

In this customer charter we outline the minimum standards of service that all Leeds United fans can expect.

The club continues to strive to offer wider access to matches to our supporters by offering:

 A broad range of ticket prices

 Concessions for junior fans under 11 and under 16, young adults aged 16 to 22 and senior citizens aged 60+ and disabled fans.

 A discount on restricted viewing seats to the amount of £2.00 per ticket

In line with EFL Regulation 111 the Club will meet regularly with various supporter groups each season to discuss significant issues relating to the Club. Such meetings will be held with Supporters Group Committees in addition to a minimum of 2 public forums which will be advertised on the Club Website.  

The club consults supporters on a regular basis through forums and via the official website.

The club publicises its position on major policy issues in the club programme and web site - www.leedsunited.com.

The club gives the earliest possible notice of any changes to its ticketing policy.

For further details email Supporter Liaison Officer – Fiona Hanley, sloquestions@leedsunited.com

The club consults fans via questionnaires, the official website and social media.

The club publicises its position on major policy issues in the club programme, stadium advertising, club website, social media and local media. The club monitors all its social media sites for responses/comments to gauge opinion.

The club continues to develop ways to consult with commercial partners, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents. The club gives the earliest possible notice of any changes to its ticketing policy and the reason for the changes via the official club website www.leedsunited.com, our social media channels and the matchday programme.

The club undertakes research on the design and number of new playing strips in collaboration with manufacturers. The club meets regularly with the Leeds United Disabled Fans Organisation (LUDO) to discuss any issue.

Our Safety Officer and Disabled Ticket Coordinator liaise with LUDO on a regular basis. Data Protection

The club recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is stored confidentially in accordance with the Data Protection Act (1998) and no other data is issued or sold without prior consent.

The club holds an internal Data Protection Policy, which is circulated to all employees for implementation.

It includes, but is not limited to the following principles:

All supporter data is stored and transferred securely with access restricted to necessary users. All supporter data is processed fairly and lawfully for limited purposes and in an appropriate way. Supporters do have the option to “opt out” of both club and third party communications.

Supporter data will not be shared with third parties, unless prior notice is given and agreement received from individual supporters.

Further information on the club’s Data Protection Policy can be requested from the club by contacting 0871 334 1919.

Leeds United welcomes families and has designated family areas allowing the club to create a family atmosphere on matchday.  The family area is located in the East Stand Lower.  To ensure that the family mix is maintained a ratio of two adults to one concession will apply.

Leeds United Football Club is an equal opportunities employer.

All employees and other individuals will receive equal treatment regardless of colour, nationality, national or ethnic origin, race, religion, sex, marital status, sexual orientation, age, disability or political views. No company employees will be disadvantaged by conditions or requirements that cannot be shown to be justifiable.

The club actively welcomes feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer. Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the club with any suggestions or feedback of a positive nature please contact our Supporters Liaison Officer (SLO) on the following e-mail address,sloquestions@leedsunited.com.

If you would like to make a complaint to the club, please contact our SLO at the following e-mail address: slocomplaints@leedsunited.com.

Alternatively, you can contact the SLO by writing to Supporters Liaison Officer, Leeds United Football Club, Leeds, LS11 0ES.

In order to receive a full response regarding your query or complaint, you must contact the club via the above process. The club will not respond to any query or complaint that has not been received via the SLO.

The SLO will log and acknowledge your comments and ensure that you receive a full response from the relevant Head of Department within 7 workings days from receipt of your communication. If your complaint/query requires further investigation, the SLO will advise accordingly. Please note that if a query or complaint is being investigated further it may take up to 21 working days to receive a full response.

If you are unsatisfied with the club’s response please make further contact with the SLO via the methods above. The SLO will investigate your complaint further based on the evidence you supply. If you still believe your complaint should receive further attention then you can write to Presidents Office, at Leeds United Football Club, Elland Road, Leeds, LS11 0ES, detailing your complaint and the reasons for your continued grievance. You will receive an initial response within seven working days and a full response within 21 working days thereafter.

If you are unsatisfied with the club’s response, you can contact the Independent Football Ombudsman by writing to The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ or emailing contact@theifo.co.uk or telephone: 0800 588 4066. They will investigate the complaint thoroughly and report the findings back to all parties.

The Club has a number of wheelchair and ambulant spaces available at all home games. The wheelchair bays are located in the East, North, South and West stands. To allow for easier access, ambulant spaces are situated in designated areas within the West, North and East stands. Alternatively, ambulant disabled fans can choose to sit in alternative areas. For home league matches disabled fans are charged a concession price and personal assistants are admitted free of charge in conjunction with our disabled policy. Our disabled policy is based solely on eligibility to claim Disability Living Allowance (DLA). In order to purchase tickets, all disabled fans must provide proof of disability. The required proof is a current copy of their entitlement to the care and/or mobility component of the Disability Living Allowance (DLA) or entitlement to the Daily Living and/or Mobility component of the Personal Independence Payment (PIP). Please note, the copy must be in date at the time of applying for tickets.

Headsets for visually impaired supporters are available and must be pre-booked in advance by contacting our disabled co-ordinator.

Our disabled toilets are operated with radar keys, which can be obtained on matchdays from designated stewards. Car parking is available (although limited) in front of the East Stand on Lowfields Road.

LUDO Lounge which offers exclusive use to disabled members, helpers and visiting disabled supporters opens four hours prior to kick off.

For further information on ticketing or facilities for disabled supporters, please contact our disability Liaison Officer, on 0113 367 6178 or emaildisabledinfo@leedsunited.com

Providing a safe and positive environment for everyone involved is a vital aspect of any club’s operation.  Leeds United Football Club takes its responsibilities very seriously in this regard, and in particular where children and vulnerable adults are present at any club led activities.

All participants and visitors to the club have a right to feel safe and to be safe.  Wherever they come into contact with the Club they will be treated equitably and with dignity and respect.

Please note: our normal office hours are Monday to Friday, 9:00am to 5:00pm.


Advertising

Tel: 0871 334 1919 (option 4) E-mail: advertising@leedsunited.com


Commercial

Tel: 0871 334 1919 (option 3) sub option 2

Fax: 0113 367 6056  Email: sales@leedsunited.com


Conference & Events

Tel: 0871 334 1919 (option 2)

Fax: 0113 367 6520

Email: conferenceandevents@leedsunited.com


General Enquiries

Tel: 0871 334 1919

Leeds United Football Club, Elland Road, Leeds, LS11 0ES


Leeds United Foundation

Telephone: 0113 367 6307

Fax: 0113 376 6059

Online: www.leedsunitedfoundation.com Email: thefoundation@leedsunited.com


LUTV

Email: lutv@leedsunited.com

Email: customerservices@performgroup.com (for queries on account details, passwords and login issues)


Matchday Hospitality

Tel: 0871 334 1919 (option 3) sub option 1 Online: www.leedsunited.com Email: sales@leedsunited.com


Matchday Incident Text Service 

Tel: 07887 514 789


Online Store & Mail Order

Online: www.leedsunited.com

Tel: 0871 334 2019 Fax: 0113 367 6038


Ticket Services & Membership Enquiries

International: +44(0) 113 367 6196 Fax: 0871 334 2008

International Fax: +44(0) 113 367 6450 Online: www.leedsunited.com Email: tickets@leedsunited.com


Please note 0871 calls or faxes cost 9p per minute plus network extras.

MATCHDAY FACILITIES

The above tours are available at the following times: -

  • Mid week fixtures (on the day of the match) – 2:00pm
  • Saturday fixture with a 3:00pm kick off – 9:00am

Tours depart from Billy’s Bar on Elland Road and last approximately two hours. Tour places are limited and must be pre-booked either online at www.leedsunited.com or via Ticket Services on 0871 334 1992. Stadium matchday tour tickets are £20.00 for adults and £15.00 for Seniors and £10 juniors Under 16’s ; discounted tickets are available to Club Members and Season Ticket Holders. All stadium tours are subject to the stadium not being in use by the club or a third party.

The Centenary Pavilion is located opposite the East Stand on Lowfields Road and is a matchday facility provided exclusively for all Leeds United Members and Season Ticket Holders. Refreshments and food are all available to purchase within the Centenary Pavilion. There is also team news, betting facilities, giant screens showing LUTV build up to the game and WiFi.

A Leeds United Legend is present pre-match in the build up to kick off. On weekend/bank holiday kick-offs the bar is open for an hour after the game. Members and Season Ticket Holders are asked to produce their Membership/ Season Ticket card to gain entry. Vouchers for Adult Season Ticket Holders and Members for the Centenary Pavilion can be bought on the day of the fixture at the entrance the value of the voucher (£3.00) is redeemable in the Centenary Pavilion for either food or drink. Non Members can gain entry at a cost of £5.

Billy’s Sports bar stands as a fitting tribute to Leeds United’s greatest ever player. Never before seen photographs of the iconic player adorn the walls along with FA cup final shirts, which makes this an ideal place for fans to have photographs taken.

The bar is open every home game making it an ideal place to have a pre match drink and soak up the atmosphere or a post match celebration. The bar is closed at kick-off and re-opens after the game.

Nice relaxed environment, Free WiFi. Please note no under 18’s are permitted.

Billy’s sports bar is located in the south stand, and in addition to match days is open the day before the match, away days & any beam back club events, and serves a wide range of homemade food with a daily changing special.

Please also look out on social media for any additional opening days/hours for Billy’s Sports Bar.

You can also hire Billy’s Sports Bar for private events (birthday parties, wedding receptions, funerals etc )

Tel: Billy's Sports Bar 0113 367 6023, www.facebook.com/LUFCbillys,www.twitter.com/LUFCbillys

This is the official away supporters bar and is designed for the comfort of visiting away supporters and also gives extra facilities at half time. Howard’s Bar opens two hours prior to kick off and serves a range of refreshments.

In close proximity to Elland Road and available to travelling fans on the day of the game, Leeds City Council currently operates the following car parks for matchday parking; Car Parks A, B, Park and Ride, Fullerton and Lowfields Car Park. Car Park A (approximate car capacity 210), Car Park B (approximate car capacity 210) including 75 spaces allocated for blue badge holders, on a first come first served basis. The Park & Ride car park, is also available for match day parking, with a capacity of 750 spaces, for general use, cash payable on entry. Fullerton Car Park (approximate capacity 850) is also part used by hospitality guests, the remainder being available for general use with the tariff being cash paid on entry. Lowfields Park (approximate car capacity 1,500) is an overflow car park for spectators, but may become available for general use in the future, this will be advertised as and when it occurs.

The current charges for parking are as follows, cars £6.00, mini coach £12.00, coach £20.00.

The Car Parks are managed by the Parks & Countryside Service of Leeds City Council, and can be contacted by telephone 0113 395 7400, or alternatively parks@leeds.gov.uk.

TICKET SERVICES: HOME GAMES

Tickets for home games initially go on sale to Club Members approximately three weeks before each game. Club Members have an exclusive 7 day period to book their tickets ahead of general sale. During the priority period Members can book up to nine tickets each, this includes a maximum of three tickets in the Members East Family Area (must include a concession).

For high profile home fixtures, tickets may be sold in the following order of priority; Gold Members and International Members followed by, Silver Members. The number of tickets available to purchase may be restricted. Members who purchase additional tickets will be responsible for the conduct of those fans they have purchased tickets for.

General sale commences upon conclusion of the Members priority period, approximately two weeks before the game. Fans can purchase up to nine tickets per application.

Tickets for cup competitions are priced on a match-by-match basis and are allocated as follows: Season Ticket Holders have a priority period to purchase their own seats.

Members have a priority booking period before tickets are released for general sale. The allocation method is subject to change depending on the timescales available and/if all areas of the stadium are open.

The club has an Auto Cup Scheme, which allows Season Ticket Holders to apply for all home Cup games at the start of the season. Tickets are automatically reserved, payment taken and Season Ticket access cards activated 48 hours following the draw.

Tickets for home games can be purchased via:

1. Online

The easiest way to book tickets is via our online site. If you are not already registered to book online, don’t worry, it is an easy automated registration process. As soon as you register, you will instantly receive your customer number to enable you to purchase tickets.

2. Ticket Services Call Centre: 0871 334 1992

Please contact the Call Centre who will be able to book tickets for all home fixtures. If you have a customer number please ensure that you have this ready to quote. All calls to this number are charged at 9p per minute plus network extras.

3.In person at the Ticket Counters in the Elland Road Superstore

Payment options: Cash, Cheque, Leeds United Gift Vouchers, plus all major credit / debit cards (AMEX IS NOT ACCEPTED).


Booking Fees

If paying by credit or debit card there is a £1.50 booking fee per ticket. The booking fee is only £1.00 per ticket when booking tickets online and all other tickets (upgrades and seat moves) are charged at a £1.50 booking fee per ticket. No booking fee is charged when purchasing tickets in person at the Ticket Office counters.


Refunds

Home tickets cannot be refunded or exchanged. This applies to all ticket purchases; other than in the event when a fixture is re-scheduled. In this event, fans must apply for a refund within seven working days of the announcement of the fixture change.


Not received your tickets through the post?

If you do not receive your match ticket(s) through the post, please contact Ticket Services in advance of the game on 0871 334 1992 or email tickets@leedsunited.com. We will arrange for replacement tickets to be printed and left for collection on the day of the game from the North East Corner Ticket Office. Please bring a form of identification with you when collecting your replacement tickets. Replacement tickets cannot be issued in advance of the matchday.

Fans who forget their match tickets or Season Ticket access cards on the day of the game will incur a non-refundable administration charge of £5 per ticket. Before reprinting the ticket, Ticket Services will check that the access card or match ticket(s) have not already been used.

The club reserves the right to restrict the maximum number of tickets available to purchase for high profile fixtures to avoid tickets being made available through unauthorised sources. The club reserves the right to amend on sale dates or change the selling procedure for any fixture.

All on sale dates and match categories will be detailed in the ‘Latest Ticket News’ on the online ticket site at www.leedsunited.com All fixture details are advertised on our official websitewww.leedsunited.com It is the responsibility of the fan to check for any fixture changes or amendments.


Match Ticket Prices for the 2016/17 Season

Please click here

** Within our Family Area in the East Stand there are sections at the North end reserved for Club Members and designated sections at the South end for Non Members. A member can purchase three tickets (must include a concession) In the non members sections, to ensure that the family mix is maintained a ratio of two adults to one concession will apply.

Concession match ticket prices are available to:

Senior Citizens aged 60+

Juniors under 16

Juniors under 11

Young adults aged between 16 and 22

Disabled

TICKET SERVICES: AWAY GAMES

The club does not charge admission prices to fans of the visiting club which are higher than those charged to our own fans for comparable seating. Concessionary rates offered to home supporters are also available to fans of a visiting club. Visiting fans need to contact their own club to purchase tickets. Away fans are encouraged to book tickets in advance as match ticket prices increase by £5 on match day (adults & concessions only – not juniors U’16, U’11)

Tickets for away games are strictly only available to current Season Ticket Holders and Members. Away tickets never go on general sale.

Away tickets will firstly be allocated to away Season Ticket Holders, then 80% of the remaining tickets are reserved for home Season Ticket Holders and 20% for Members.

The Members allocation will be sold in the following order of priority; Gold Members, International Members and Silver Members (subject to availability). Any Members wishing to apply together must have the same membership package. In the event that any tickets remain out of the Season Ticket Holders allocation, then these will be released to Gold Members at the start of their period along with the 20% Members allocation.

Away tickets are strictly limited to one ticket per Season Ticket Holder/Member and all tickets are subject to availability.

Applications for away games are by online application only via our official websitewww.leedsunited.com. Online applications will be accepted on a game by game basis.

For selected games, it may be necessary to issue away tickets based on our ‘Away Attendance Tracker’ system. In this case, tickets will be allocated to those fans who have attended the most number of away games.

We will endeavour to sell away tickets two to three weeks in advance of the fixture, however this will be determined upon receipt of the ticket allocation from the away club.

The club offers coach travel to and from away clubs at an additional fee. Coach travel is available to purchase online.

 The Club also offers stewards to assist with membership checks and stewarding at away fixtures. All fans are advised to take their seasoncard / membership card with them to away fixtures.

Refunds

Away tickets can be returned to the club for a refund up to 48 hours before the away fixture, this is not applicable to Away Season Ticket Holders.

DEPARTMENTS & SERVICES

The club operates best business practice throughout its commercial activities in order to provide a first class, professional service and outstanding value for our commercial partners.

The club will work hard to ensure that both its commercial partners and corporate members are given every opportunity to deliver a return on their investment with the club.

Further details regarding our Commercial Partners Programme can be obtained by calling the Commercial Department on 0871 334 1919 (option 3) or by email to sales@leedsunited.com.

Leeds United is also home to one of the UK’s leading Conference and Events venues. Our passion on the pitch is matched by the passion of our conference team, off the pitch. We are able to host a wide range of events from sell out Pop Concerts inside the Stadium to one to one business meetings in one of our many suites. We can cater for your every need.

Our Centenary Pavilion provides one of the largest conference and events spaces in the North of England with over 2,000 square metres of usable space for exhibitions, 2,000 guests seated for a conference or dinner for 1,200.

We pride ourselves on being able to deliver high class events for a diverse range of cultural needs. We understand the importance of providing top quality catering to all our guests at Elland Road. All our conferencing facilities are supported by our widely respected in - house catering team.

The Leeds United Foundation is an official charity, under which the club’s work in the community is carried out. The Foundation help, work with and support; children, young people, adults, disabled, at-risk, the unemployed and elderly.

We deliver 29 different high-impact projects, under our four main headings: Play, Live, Learn, Give; each referring to sports participation, health, education and giving back to our community. 

This structured delivery sees the Foundation support people from a variety of backgrounds develop grassroots football, tackle social exclusion, address poverty and welfare whilst enhancing education, employment and life skills. The Leeds United Foundation improves the relationship we have with our community through projects with people of all ages from across the region. The Foundation is a catalyst to improve people’s lives. We are there for our communities every day.

 

Foundation Facts:

  • Work with 24,984 people per year
  • Help those as young as 4 up to 94
  • Deliver 7,500 healthy lifestyle sessions each year
  • Offer over 6,000 sessions for those with cerebral palsy
  • Provide education to 978 people per year
  • Work in over 40 schools across Yorkshire, every week
  • The Foundation is a recognised approved provider of education programmes offering formal qualifications
  • We are a ‘Dementia Friendly’ venue
  • The Leeds United Foundation is a major influence in the cultural and social development of our community

 

Mission Statement:

"To deliver targeted, high quality, innovative, partnership programmes that have real measurable benefits for participants, thereby nurturing a positive relationship between Leeds United, its fans and the local community”

A more extensive understanding of the breadth of our work and impact can be seen here:http://library.myebook.com/LUFC/lufc-foundation/177/

All Staff and volunteers who work with children and vulnerable adults who are involved in any activities offered by the Leeds United Foundation in the community are DBS compliant and have completed the Football Association’s "Safeguarding Children& Young People” course.

The club pledges to offer its customers a variety of first class matchday hospitality experiences and matchday sponsorship packages whilst offering outstanding value for money.

Seasonal hospitality packages are available to purchase with various payment options offered. The club’s aim is to provide reasonable opportunity for all fans to experience match-by-match hospitality. Seasonal hospitality packages include all home Cup fixtures in addition to the 23 home league games, therefore providing outstanding value across the season.

The club is delighted to provide a Junior under 16 hospitality concession price in the Norman Hunter Suite and the Nineteen19 Suite. The concession prices are provided in order to encourage families to enjoy the superb hospitality facilities at Elland Road.

Hospitality packages provide premium match viewing from various positions within the ground. Customers can choose from a range of dining packages; from a relaxed single course buffet through to a luxury four-course fine dining experience. All guests receive a complimentary copy of the official matchday programme and a copy of the official team-sheet. Former Leeds United players also attend the hospitality facilities to provide their thoughts on the game.

The club insists on a level of dress code which customers are required to adhere to, with hospitality options that require either formal or smart casual dress. The dress code does not apply to guests under 16 years of age.

Seasonal hospitality can be purchased by contacting a member of the Commercial Sales team on 0871 334 1919 (option 3) or emailing sales@leedsunited.com

Match-by-Match hospitality can be purchased via the hospitality booking line on 0871 334 1919 (option 3), online at www.leedsunited.com or via email at sales@leedsunited.com.

Leeds United’s media operation includes the official club website, www.leedsunited.com, official Facebook, Twitter, and Instagram accounts, LUTV, the matchday programme and mobile applications.

All club announcements and information are released through the above outlets before the local/national media.

Our official website is the club’s main news and information service and everything released by the club appears on www.leedsunited.com. Our social networking sites are also used as a direct point for communicating messages/newsbreaks directly to supporters and play an important part in our communication strategy. The official website has specific areas for news, ticketing, Membership, fans, Commercial and Conference & Events.

In addition to news and communication, the club’s social media channels are used to encourage interaction and engagement with fans.

As of July 2016, we have over 185,000 Twitter followers and 445,000 Facebook likes.

LUTV is the club’s online TV channel and is available via subscription. LUTV broadcasts live audio commentary of all first team matches, provides highlights of all first team matches, interviews, features and comprehensive coverage of the reserves and Academy. LUTV is available viawww.leedsunited.com.

The matchday programme, which encourages fan contributions, is available from around Elland Road on home matchdays and includes a range of exclusive interviews and features from within the club. The matchday programme is also available on subscription, with a discount to club Season Ticket Holders and Members.

The club recognises the importance of family supporters and therefore any official Leeds United publication produced will be within the appropriate realms of good taste and decency.

Leeds United operates the ‘Leeds United Membership Scheme’ for fans who want to register their support direct with the club. All Season Ticket Holders are automatically enrolled as Members. In addition, we offer three tiers of membership to adults and juniors. The membership tiers are Gold, Silver and International, and are available for fans throughout the world to show their support.

Membership Benefits:

  • Priority booking period for all home league games and cup at Elland Road
  • For high profile games, priority will be given to Gold Members, International Members followed by Silver Members. (The number of tickets available to purchase may also be restricted)
  • Only Members can purchase tickets for away games [one ticket per member, subject to availability]. For selling procedure see Away Tickets
  • 10% retail discount in the Elland Road Superstore on full price merchandise including replica kit and training wear (Discount not valid on reduced items, gift vouchers or programmes)
  • 20% discount on matchday programme subscription for Season ticket holders and 15% for Gold Members and International Members.
  • Matchday access to the Centenary Pavilion
  • Email newsletter
  • Exclusive Club Partners offers
  • Discounted Stadium Tours
  • Leeds United membership card
  • Adult Gold members and Adult Season ticket holders receive 3 x £5.00 online match discount vouchers that can be used against the purchase of match tickets for home league games in the 2015/16 Season
  • Adult Silver members receive 1 x £5.00 online match discount vouchers
  • Junior Season Ticket Holders and Junior Gold members aged five to 15 years are entered into the mascot draw for all home and away fixtures
  • All Junior members are invited to the exclusive Junior Members Christmas Party
  • All Juniors will receive a gift
  • International members receive 25% on LUTV subscription (12 month for the price of 9).
  • International members will receive a £40 Hospitality match discount voucher.
  • 10% discount for LUFC organized non members events
  • 10% discount Billys Sports Bar Venue Hire for parties
  • Members Player of the Year Award (vote and enter a draw for the chance to present the award!)

Membership is non-refundable or exchangeable. Junior Members must be aged under 16 on 1st August 2016 and proof of age is required. Membership cards can only be used by the person in whose name they are registered. A £10.00 administration fee must be paid to supply a duplicate/replacement card. Members can also join Regional Members Clubs which are directly linked with Leeds United Football Club. For your nearest Regional Members Club visit www.leedsunited.com.

For further information on Membership please call 0871 334 1992. Please note 0871 calls cost 9p per minute plus network extras.

Leeds United Merchandise is available from:-

Leeds United Superstore: Elland Road, Leeds, LS11 0ES

Leeds United Club Store: Merrion Centre, Leeds, LS2 8NG

Online Superstore: www.leedsunited.com and via our

Merchandise Order Line: 0871 334 2019

In addition to the Superstore Leeds United have a matchday retail unit situated in the west stand car park.


The Elland Road Superstore opening hours are Monday to Saturday 9:00am - 5:30pm and Sunday 10:00am - 4:00pm. The Superstore is also open every home matchday until kick-off. The Superstore re-opens 15 minutes before the final whistle and remains open for up to one hour after the match (subject to crowd circumstances).

The club will provide replica strip life span information in the Elland Road Superstore and via the mail order service.

All store staff will be provided with information on the next intended kit change as soon as it is confirmed. The club carries out its obligations under the Football League rules to prevent price fixing in relation to the sale of replica strips.

Our Online Superstore will endeavour to notify customers, either by letter, telephone, email or fax, of any changes to pre-agreed delivery dates that will affect their order.

The club will strive to notify our customers of any changes in squad numbers and name changes through our retail outlets and website as soon as reasonably possible (squad names and numbers are subject to change).

The club offers refunds and exchanges on merchandise if you change your mind about your purchase. If you purchase any product from the Leeds United Superstore or the online store and you change your mind, it’s not a problem. Return your receipt to the Elland Road Superstore or mailorder, with your unworn/unopened purchase within one month and we will exchange or refund it via the original method of payment. If you have lost your receipt we will exchange your unworn/unopened purchase at the current selling price for an alternative product. For a combination purchase (e.g. buy-one-get-one-free or buy a product and get a product free) you must return any free items or vouchers back to us to process a refund. Refunds are not given on goods that have been personalised or made to specification or printed with a players name or squad number even if the player subsequently leaves the club or his squad number changes during his career at Leeds United Football Club.

We do not offer refunds or exchanges on jewellery or computer games/DVDs/CDs unless otherwise stated in store, or if they are faulty. We are pleased to offer this in addition to your statutory rights.

If you would like to contact our mail order department / Online Superstore, please call our orderline 0871 334 2019 or log on www.leedsunited.com and click onto the Online Superstore.

If you have any comments about the service that you have received or the product you have purchased at the Elland Road Superstore then please let our Store Manager / Duty Manager in Store know by contacting our Supporters Liaison Officer. For full details please see our ‘Helping us to help you’ section.

MATCHDAY: STADIUM

The club will ensure that Elland Road Stadium adheres to all pertinent safety regulations set out by The Sports Grounds Safety Authority and other statutory

bodies. The club’s Safety Officer will meet regularly with the Safety Team and allow members of the Safety Team to be present at any match in line with their monitoring process.

The club’s matchday stewards have received comprehensive training on fire, first aid, general health & safety procedures and customer service to a minimum of NVQ Level 2 in Spectator Safety. The club takes the issue of racist abuse, actions causing offence, language causing offence and unreasonable or offensive behaviour seriously and in an attempt to eradicate this problem, we train our stewards to be extra vigilant of any offenders.

If a spectator continues to contravene these regulations action will be taken in accordance with the club’s policy to:

  • Immediately investigate the matter
  • Contact the offenders
  • If necessary dispatch undercover representatives to observe and gather
  • evidence Report the offence to the police

Leeds United and West Yorkshire Police has agreed and trialed a new disciplinary process and behavioural agreements this is available to see on the Leeds United website.

Spectators who contravene the Ground Regulations could face ejection from the stadium and be arrested by the Police. Any spectators finding themselves in this position will be contacted by the club, advising they are suspended from attending further Leeds United matches until the matter has been resolved. They are requested to write into the Safety Officer with their version of events, after which time a police check will be requested. The spectator will be invited to attend a meeting to discuss the issue in person. In all proven cases, the spectator will be suspended for a number of matches. Anyone entering the field of play will

automatically receive a minimum one year ban.

The club will look to work with our fans in overcoming many of these problems; our aim is to achieve an enjoyable and positive atmosphere at matches.

If you wish to report an offence you can contact the Safety Officer on 0113 367 6026; or by post to Safety Officer, Leeds United Football Club, Elland Road, Leeds, LS11 0ES.

Any problems are dealt with in complete confidence and in accordance with our policies.

Leeds United has a strict ‘No Smoking Policy’ including electronic cigarettes and smoking implements, within the concourse and seated areas of the stadium. Designated Smoking Zones have been created around the ground to try and accommodate spectators needs. The Smoking Zones are clearly signposted, and smoking is only permitted in the designated Smoking Zones at half time.

Any fans who wish to anonymously alert the club to any anti social behaviour please use our matchday text service and the club will address any issues on the day. Please note the text number only is 07887 514 789.

Leeds United are to allow the return of supporter flags into the North and South Stands before each game. The club are looking to create a unique pre-match atmosphere with a sea of Leeds United flags on display in the stands behind both goals and create a visual spectacle whilst our supporters sing famous club anthem ‘Marching on Together.

We are happy for visiting fans to bring their flags to Elland Road providing they have the correct certificates.  Please see contact details below.

Small handheld banners and flags will be allowed through the turnstiles in the North and South Stands on a matchday and will be checked by the turnstile operators on entry - any flags that are deemed to contain offensive content will be confiscated.

Larger flags will need to be pre-authorised by the club in order to comply with ground health and safety regulations. Likewise all poles must be made of hollow plastic and be collapsible, no wooden sticks will be allowed inside Elland Road. Any flag over the dimensions of 5ft by 3ft would be classed as an extra large flag and these must strictly be agreed in advance with the Club and will be stored at Elland Road.

All flags must carry a fire rated certificate. We hope that this initiative will be well received by our fans and supporter groups alike.  Further information regarding flags inside the stadium please contact Sue Watson (Safety Officer) via email at sue.watson@leedsunited.com.

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