To further improve the experience for all supporters attending matches at Goodison Park, we have a dedicated Fan Services team.
On matchdays, the Fan Services team is extended to include our matchday Fan Support team, who will be located in and around the external perimeter of the stadium and Fan Zone area prior to kick-off. Should you require their assistance, please do not hesitate to ask, as they are more than happy to help. Their key responsibility is to support, advise and enhance fans’ overall matchday experience wherever they can.
RESPONSE TIMES
If you do have a reason to make a complaint or raise an issue on a matchday, please speak to a steward or uniformed member of staff.
If your complaint or query cannot be resolved on a matchday or is concerning another matter, please contact us via the Club's main address: The Fan Services Department, Royal Liver Building, Pier Head, Liverpool Waterfront, Liverpool, L3 1HU. Alternatively you can email by clicking here or call/tweet Fan Services directly on 0151 556 1878 or www.Twitter.com/efc_fanservices.
We have a positive approach to complaints, queries and feedback and our main aim is to quickly resolve them for our fans. We welcome feedback as an ideal opportunity to identify ways and areas in which we can improve our service. We aim to continue to ensure that customer service is at the forefront of everything we do. Our dedicated Fan Services team aims to respond proactively to all queries, feedback and complaints as quickly as possible in a direct manner. Please note, the initial acknowledgment of contact will be issued by the Fan Services team within seven days. A final response to contact will be issued within 21 days.
Wherever possible, the Fan Services team will endeavour to respond in a time-appropriate manner based on the nature of the contact. Where appropriate, the Fan Services team will strive to make contact by telephone to discuss the query or complaint in detail and to provide a more personal service.
Members of the Fan Services team will always do their utmost to resolve queries or complaints in a time-appropriate manner. However, if you are dissatisfied with the response received or the resolution of the matter in the instance of a Club specific issue, you can escalate your case to the Club’s Fan Services Manager who will review your case, gather input from appropriate senior managers and deliver a definitive response on behalf of Everton Football Club. If you are still dissatisfied with these responses, you can escalate your case to the Independent Football Ombudsman (www.theifo.co.uk).
STAFF CONDUCT AND CUSTOMER RELATIONS
The Club is committed to providing an exceptional service to all its fans and customers. In order to adhere to the Club's motto 'Nil Satis Nisi Optimum' meaning ‘nothing but the best is good enough', all staff are focused on providing the best service possible and conducting themselves in a manner that reflects this.
Everton is a responsible employer committed to equal opportunities for all. In striving for continuous improvement, the training and development of staff is essential to us. In addition to in-house training, Everton provides appropriate support to employees who wish to pursue an educational/professional course of study. Formal performance reviews have been in place since 2005/06 to support staff by encouraging them to maximise their potential and identify areas in which progress can be made.
