Customer Service

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Keeping you, our customers, happy is vital to everything that we at Suffolk Football Association do.

In order to improve satisfaction among our stakeholders, we launched a review of how we market ourself and how we respond to our customers when we get in contact with you and when you contact us.

Our research showed that whilst we generally met the overall needs of our customers, we were lacking a specific service strategy and failing to communicate to our partners what they could expect from us in terms of service standards. The absence of a formal complaints procedure was also recognised as a key issue.

Therefore, a programme to ensure that the standard of service we offer our clubs, leagues and other partners to make us more relevant to your needs was established. This programme was launched on Tuesday, January 3rd, 2012.

Fundamental to this programme are the Suffolk FA Service Goals which are contained in the booklet attached in the related documents section of this webpage. The Goals refelect the feedback we have received during our consultation with our customers and have been produced by the team themselves to ensure they have proper ownership. They will be updated on an annual basis to ensure that we continue to push the bar ever higher in respect of the service we offer.

Suffolk FA has put in place a Mystery Shopper Programme, which the team have agreed to participate in. This is designed to give the Service Goals some real teeth as opposed to being a glossy booklet that does not ensure real improvement in customer service. The Mystery Shopper Programme means that twice a year an independent organisation will measure the standard of service we offer our customers.

The results from those surveys will be fed back to the Suffolk FA Service Standards Panel, which is made up of members of the Suffolk FA Council as well as independent members from within the wider county football community. Their role will be to challenge us on our performance and report each year on how well or otherwise we are doing.

If you would like to give us feedback please contact:

feedback@suffolkfa.com

Complaints Procedure

We value your feedback whether it is positive or something that can help us improve.

If you are unhappy with the quality of service you receive please let us know the cause of your complaint as soon as possible.

We want to know in order that we can put it right for you and reduce the chance of it happening again.

We aim to respond to all complaints within 48 hours and resolve them within seven working days.

Where the issue is more complex and will require more time we will advise you of how long it will take to resolve and keep you updated along the way.

You can make a complaint to our chief executive by letter, fax, e-mail, or by telephone.

 
Chief Executive
Suffolk Football Association
Bill Steward House
The Buntings
Stowmarket
Suffolk
IP14 5GZ

Tel: 01449 776317
Fax: 01449 616607
Email: info@suffolkfa.com

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