All complaints should be made in writing to our Supporter Services Team via this contact form and are directed to relevant staff for a response. We aim to provide an initial response within 1-2 working days, with any investigation undertaken and a final response provided within 7-10 days, although this is often much quicker depending on the nature of the complaint.
If a supporter is unhappy with a response, they can request their complaint is escalated to the Supporter Services Manager, who can subsequently further escalate to the Senior Supporter Services Manager if necessary. If after six weeks from the time a complaint has been submitted, the supporter feels we have not properly responded they have the right to refer their complaint to the Independent Football Ombudsman (IFO), unless we have given a reasonable explanation for the delay (e.g. complexity of the case or unavailability of relevant personnel).