Where required, the Club will acknowledge receipt of any contact from a
  customer within 3 working days. The Club responds by telephone, e-mail, fax or by
  letter. If a written response is requested, a written response will be supplied.

  Where a  written response is requested, the Club will endeavour to do so within 10
  working days. The club does not respond to correspondence and/or complaints by
  email unless the name and address of the sender is provided.

  The Club recommends that customers contact the relevant department of  the
  Club regarding their particular query or difficulty between normal weekday working
  hours, i.e. 9.30 a.m. to 5.00 p.m. The numbers for those departments can be found
  on the Contacts page, and can be accessed by clicking here.

  Where the customer feels that the query or difficulty has not been resolved
  satisfactorily following contact with the relevant department, the customer should
  write to the General Manager, Millwall FC, The Den, Zampa Road, London,
  SE16 3LN. The General Manager has overall responsibility for customer service.
 
  Copies of this charter are available from the General Manager, Main Reception or
  the Ticket Office.
 

  The Club is an equal opportunities employer. A copy of the Club's policy
  can be obtained from the General Manager.

  We endeavour to provide customers and supporters with quality, value for money and
  a high standard of service. Training and support is provided to ensure these
  standards are maintained.

  However, Club Staff are instructed not to serve customers that use foul or
  abusive language or threaten them. Customers are advised that CCTV is in
  use and the Club will not hesitate to ban customers from the Club's
  premises where their behaviour warrants it.
 

  The Club consults with supporters on a regular basis through periodic Forums, and
  is committed to close liaison with the MSC (Millwall Supporters Club). Efforts are
  made to hold monthly meetings with the MSC Committee with a Director of the club
  being present.

  The Club publicises its position on major policy issues in an easily digested format
  in the Club matchday programme, via the official internet site
  www.millwallfc.co.uk, and through press releases.

  The Club has and continues to develop ways to consult with shareholders, sponsors,
  our Local Authorities, residents groups, disabled organisations and other minority
  groups. Shareholders of Millwall Holdings PLC can obtain financial information via
  the Club's website and register for future information to be sent electronically. The
  Holdings Company website is www.millwallholdingsplc.co.uk.

  The Club gives the earliest possible notice of any material changes to its normal
  ticketing policy and the reason for the changes.

  The Club undertakes research on the design and number of new first team
  strips.
 

  The Club continues to strive for wider access to matches by offering a  broad range
  of ticket prices.

  The Club will provide: -

     1 Concessions for junior supporters under the age of 16.
     2 A Family Enclosure area for the use of family groups and
        junior home supporters (Contact Ticket Office on 020 7231 9999 or email
        tickets@millwallplc.com to join the new family club)
     3 Concessions for Senior Citizens (Age 60 or over)
     4 Support for disabled supporters in wheelchairs & their personal
        assistants.

  The Club has a co-ordinator for disabled supporters, Mrs Georgina Gray,  and she
  may be contacted for details of disabled facilities and ticket  allocation between
  normal working hours. Details are also on the Club  website under Club/Disabled
  Information.

  Ticket prices for matches in other competitions have to be agreed between  the two
  clubs and will be announced when agreed.

  The Club will seek to offer tickets at reduced prices in the early rounds of  other
  competitions subject to agreement from the opposing Club.

  The Club will arrange through an external credit agency a suitable scheme whereby
  customers may pay for season tickets by instalments. The interest rate will be
  determined by the credit provider

  The Club has a small number of restricted view seats and the Club's policy is to
  charge the standard price for these seats when they are sold.

  A new ticketing system is being installed during the summer of 2009. A new website
  will be established for ticketing sales: http://www.millwalltickets.com. This will
  enable supporters that have registered their details and/or joined the supporters club
  to purchase season tickets and match tickets online. Discounts will be offered for
  match ticket purchases in advance of the match day subject to conditions. If paying
  by credit card, a credit card charge will be added.

  In the case of telephone booking, a service charge of £1.50 and a standard credit
  card charge will be added to the match ticket price

  Different charges may be applicable to FA Cup matches or other big matches.

  Where the Club indicates to customers that postal booking is acceptable,  all
  applications for tickets must be accompanied by details of the tickets required, a
  remittance for the correct amount in favour of Millwall FC, the correct voucher or
  MSC Team Card details if required and a stamped  addressed envelope. The Club is
  under no obligation to process applications for postal bookings when the application
  does not meet with the above requirements and is therefore incomplete.
 


  The Club will make available at least 5% of tickets to each match at the  Den to non
  season ticket holders

  Where tickets are sold for home matches for other competitions, the Club  will
  offer them for sale in the following order: -

     1.  Season Ticket Holders
     2.  MSC Members & Lions Cardholders
     3.  General sale

  Season ticket holders, MSC members or Lions Cardholders must produce the
  appropriate voucher or their current valid MSC Team Card.

  Where the Club sells tickets for its away matches, the Club will offer them for sale
  in the same priority. The appropriate voucher or valid MSC Team

  Card or Lions card must be produced. Whilst the Millwall away ticket  scheme is in
  operation, there will be no general sale. Full details of our away ticket policy are on
  the Club's website under Ticket Information. The home Club determines the cost of
  these tickets.

  The overriding principle when demand exceeds supply is to reward loyalty.
  Attendance at home matches (including Cup matches) may be tracked  and used
  as a means of allocating tickets for the bigger games.
 


  Refunds are available on tickets purchased for our home matches up to 24 hours
  before kick off time. No refunds will be given on the day of the match or later.

  If a home match is postponed prior to kick off, ticket holders are entitled to  free
  admission to the rearranged home match or a refund. If a refund is  required, the
  ticket must be returned to the Ticket Office not less than 24  hours prior to the
  kick off on the new date.

  Refunds will not be made if a home match is abandoned after kick off.  However,
  spectators are entitled to half price admission to the rearranged  home match so
  long as the matchday ticket to the abandoned match is  retained. The Club will
  advise the procedure to be followed through the appropriate channels.

  Season Ticket holders that forget their Team Card season ticket will need  to
  purchase a match day ticket from the Ticket Office. The cost of the match day ticket
  will be refunded if the Team Card with the relevant match unused is presented at the
  Ticket Office within 14 days of the match.

  If an  original Team Card season ticket or MSC Membership card is lost, there  is a
  charge of £5 for a new card to be issued.

  No duplicate Team Cards will be issued in respect of lost, stolen, or forgotten
  Team Cards on Members Only match days.
 

  The Club has an official Supporters Club known as MSC. Membership is  open to all
  Millwall supporters so long as they are not banned or subject to  an exclusion order.
  By joining the MSC, supporters can qualify to receive any benefits provided to
  members by the Club.

  The benefits that the Club gives to MSC members may be varied from time  to time.

  You do not have to be a member of the MSC to buy tickets for our home matches.
  However, all supporters that wish to attend matches at The Den designated as
  'Members Only' matches will be required to join the MSC or they will not be allowed
  into the Stadium. New applicants for membership may be required to provide proof of
  identity and address together with a current photograph.

  When a match is designated as members only, notice will be posted on the website,
  in local newspapers, and in the matchday programme.

  For season 2009/10 the charge for adult membership is £14. This is reduced to £12
  if you join online via www.millwalltickets.com.  Juveniles under 16 can join the
  Junior Lions Membership Scheme for £5.

  Season Ticket holders are given free membership of the MSC. They receive benefits
  from the Club that may be varied from time to time and do not automatically become
  entitled to all the benefits available to MSC members

  The Club allows supporters to elect a committee to represent the MSC. The
  Chairman of the MSC and the Club liaise closely on issues affecting supporters and
  the MSC gives supporters the opportunity to air their views and meet the Club's
  Chairman, team manager & officers at Forums.

  The Lions Cardholders scheme is now closed. The Club is providing discounts on
  match tickets and ticket priority promised when the Lions Card Scheme was
  launched.

  The Junior Lions organisers operate a selection process whereby Junior Lions can
  apply to be chosen as ballboys/girls and the matchday
  mascot at home matches.
 


  Our policy is to allocate the Upper North stand to away supporters where  the
  capacity is in the region of 2400 seats. This is in excess of 10% of the capacity.

  Where a large away following is expected, consideration may be given to opening
  the lower tier of the North stand. This is at the Club's discretion and subject to the
  agreement of the Police & other authorities.

  The Club abides by Football League regulations governing the allocation of  tickets
  to visiting Clubs. However, if it is deemed necessary for reasons of safety, after
  consultation with the Police and other authorities, the Club reserves the right to ban
  away supporters from the Stadium. For season 2009-2010, the Club has indicated
  that away supporters will be welcome at the Den and the Club will not seek to ban
  the fans from any away team.

  The Club does not charge admission prices to supporters of a visiting Club, which
  are higher than those charged to our own supporters for comparable accommodation.

  Our concessionary rates offered to Senior Citizens (Age 60 or over) and junior
  supporters under 16 apply to supporters of a visiting Club.
 


  The Club's current sponsorship obligations require a new home replica kit to be
  launched each season. Replica kits are unlikely to have a lifespan of more than two
  seasons.

  The Club will be launching one new home kit and one new away kit for the
  2009/10 season. The home kit was launched in May 2009. The launch date for the
  away kit will be announced through the local media and on the Club's website.

  Details of the next intended change of kits will be advised in the Club matchday
  programme, in local newspapers, and on the Club's website.

  The Club carries out its obligations under Football League regulations to prevent
  price fixing in relation to the sale of replica strips.

  The Club offers refunds on merchandise in accordance with its stated policy and
  legal obligations. Proof of purchase is required. Videotapes, cassette tapes,
  computer software and compact discs can only be exchanged if faulty.
 

  On 1st July 2007, the law prohibiting smoking in the workplace came into force and
  that includes all internal areas of any business. The Club and all other Football
  League clubs must comply.

  Therefore, on 1st July 2007, The Den became a smoke-free zone at any time. There
  will be no smoking permitted at any match or other event at The Den.

  This new legislation has been incorporated into the Ground Regulations.

  Supporters will be required to extinguish their cigarettes before entering the stadium.

  There will be no opportunity to leave the internal area of the stadium during a match
  to smoke outside as readmission will not be permitted. If possible, the club will
  make available an area outside the stadium so that supporters may smoke at half-
  time, but this will not be possible for the North and West Stands.

  Supporters must not smoke in the toilets.

  Non compliance with the legislation and the Ground Regulations will result in
  ejection from the stadium. The Club is obliged to enforce this policy as it can be
  fined or prosecuted if it does not do so.

  Any supporters and visitors found smoking on the premises will be liable personally
  for fixed penalty fines that may be levied and/or criminal prosecutions that may be
  brought by the appropriate authority.
 


  The Millwall Community Scheme is a registered charity and whilst formally a
  separate company to the Club, it is effectively the community department of Millwall
  FC. Created in 1985, the original brief was to bring the Club closer to the local
  community by opening up the Club's facilities to the local community. The Scheme's
  offices are at the Lions Centre next to the main stadium, and its principle objectives
  remain true today some 20 years later.

  These are as follows:

  1. T o provide sporting, educational, social and healthy lifestyle opportunities to the
      residents of the London Boroughs of Lewisham and Southwark at affordable
      prices.
  2. To encourage more people, especially children, to participate in and watch
      football from grass roots to elite level. This includes offering a coach education
      programme to develop coaches and managers, and working with the Millwall FC
      Youth Department to identify talented youngsters to participate in the youth
      programme.
  3. To use sport as a vehicle to engage young people in constructive activities,
      helping to address social issues such as anti-social behaviour and criminal
      activities, to support people into education, training and employment through
      coach education courses and to provide health benefits through participation in
      physical activity.
  4. To promote closer links between Millwall FC and the local community, and
      thereby encouraging more people to become interested in and support Millwall FC.
  5. To work with the Millwall Playing for Success scheme and encourage schools to
      use the PfS IT facilities, thereby giving the children the opportunity to improve
      their numeracy and literacy and ICT skills and confidence.
  6. To open the facilities of the Lions Centre to the local community and offer them
      the opportunity to play a variety of sports, not otherwise available in the local area.
      This includes the state-of-the-art indoor astroturf centre at the rear of the Lions
      Centre which offers an all year round football facility to the local community as
      well as commercial and other organisations. The facility uses third generation
      Astroturf, and meets FA Regulations for Academy usage in terms of size and
      standards and includes player changing facilities and a spectator area. There is
      also full disabled access.

  The Scheme is funded through a range of sources including grants, fees from
  schools coaching, soccer schools and coach education and training, and hire of the
  Lions Centre.

  The Club and its players fully support the Scheme and its activities.