Once again Exeter City and the Supporters Trust invite you to take part in the annual review of our Supporter/Customer Charter.
This is the 11th consecutive year we have asked for your contribution to what has become a key engagement opportunity with you, our supporters - ensuring that all our supporters have a voice and feel truly connected to your club.
As with last year there are no plans for a Supporter Experience review this year. There are two reasons for stopping the review. Firstly, the successful and more regular Supporter Experience Roundtables has superseded the need.
Secondly, last season saw the introduction of a Fan Engagement Plan. These new arrangement do not preclude you from mentioning any supporter experience concerns as part of the Charter Review or by email to: customerservices@exetercityfc.co.uk.
The charter is an important document designed to inform and strengthen the engagement and understanding between the Football Club and yourself as well as the wider community we serve.
Your engagement in reviewing our Charter is vital to help you, help us, to be the best that we can be and enjoy an equitable and agreeable relationship. The club continually looks for ways of working in consultation with supporters, customers and the community in order to maintain the highest standards of performance and delivery in an equality environment.
We hope that by annually allowing you to participate and have your say on the way you are looked after will encourage an harmonious relationship. It will ensure that the club continues to represent supporters and the Greater Exeter area in a unified way with pride on a local, national and international stage.
The club is committed to striving to provide an excellent service for all our supporters and stakeholders. We always welcome constructive input from you regarding customer improvement and satisfaction. We value customer feedback on both positive and negative aspects of our business and activities.
Our charter is a living document and suggestions/changes can be made at any time. We would, however, for the Charter 25/26 season, request recommendations by Monday, June 16, 2025.
Please click here to view the current customer charter
Your Charter covers:
- Match abandonment/postponement policy
- Independent Football Ombudsman (IFO) details
- Supporter liaison officer (SLO) details
- Information on club's supporter sanctions (bans and appeals process)
- Club mission/values Statement
- Club customer/supporter services contact details
- Club complaints procedure
- Information on Data Protection (GDPR)
- Anti-discrimination/equality policy
- Information on community activities
- Expectations on staff conduct
- Information of the club's environmental policy
- Information on the club's safeguarding policy
- Information on stewarding/crowd/health and safety procedures
- Information on the club's digital channels
- Link to ground regulations
Your suggestions in any of these areas are welcome.
The easiest route for making recommendations is by email. You can make suggestions via email to: customerservices@exetercityfc.co.uk.
In recent seasons we have also used zoom as our open meeting platform to provide supporters with an extra opportunity for face to face engagement.
For those who want to make a personal suggestion please join our Zoom Charter consultation on Tuesday, June 17, 2025 at 6:30pm. Joining details can be requested from: customerservices@exetercityfc.co.uk.
Finally, letters can be sent to Customer Services, Exeter City FC, St James Park, Stadium Way Exeter EX4 6PX.
Thank you very much for your support and interest in your Exeter City which is really appreciated.