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Customer Charter

Objectives:

Deliver an exceptional customer experience in a safe and welcoming environment which maximises new and return visitors, enhances the public perception of the game and the club, and increases affiliation and membership.

Create a culture that that reflects our brand personality, our brand values and ensure that we are completely customer centric in all that we do.

What can you expect from us?

Yorkshire County Cricket Club strives to ensure a high level of customer service and satisfaction throughout all facets of the organisation.

We are professional in everything we do, friendly, respectful, positive & proactive.

We have a commitment to excellence, innovation, integrity and quality in everything we do.

Any feedback you may have, positive or negative, will help us to improve the levels of service that we provide going forward. Please email cricket@yorkshireccc.com or ring us on 0113 2033 684.

All YCCC staff should be:

  • Well-mannered and professional
  • Well informed and happy to help
  • Acknowledge/respond to your communications within a reasonable timescale
  • Do their best to ensure services are available to all
  • Provide facilities that are safe and clean
  • Strive to ensure you have a very positive experience

Code of Conduct:

Whether you are visiting or contacting us here at Yorkshire CCC, we would ask that you agree to follow our code of conduct, to ensure your experience, and the experience of others, is a positive one.

All staff at Emerald Headingley Stadium and Scarborough CC are here to help and provide you with a high level of customer service.

Any supporter using offensive, threatening, harassing or abusive language or behaviour may have their call terminated or be asked to leave the stadium.

If the behaviour continues, this may result in us having to involve the police, and/or revoking tickets/memberships.

Anti-Discrimination policy

Yorkshire County Cricket Club is committed to eliminating all instances of discriminatory behaviour whether by sex, sexual orientation, nationality, race, ethnic origin, colour, religion, disability or age. Yorkshire County Cricket Club is an equal opportunities employer. Our activities will in no way discriminate against any individual; this includes, advertisement of jobs, working environment, pay and employment terms, selection for teams, training, development and appointments to honorary positions. No activities with Yorkshire County Cricket Club will discriminate against any person on grounds of sex, sexual orientation, nationality, race, ethnic origin, colour, religion, disability or age. Yorkshire County cricket Club will not tolerate any form of harassment whether that is on the grounds of sex, sexual orientation, nationality, race, ethnic origin, colour, religion, disability or age and will work to ensure that such behaviour is met with appropriate disciplinary action.

Data Protection

The Club is committed to handling personal details sensitively with absolutely no details passed on to third parties. The Club’s database is used to contact supporters with relevant information, however all supporters have the right to opt out of any correspondence and consequently receive no further information from the Club.

Ticketing & Memberships:

The Yorkshire County Cricket Club Ticket Office is the first port of call for any enquiries regarding tickets and memberships.

Phone Number: 0843 504 3099 (press option 1) 0843 504 3099 (Main Office) (Calls are charged at between 1-13p per minute from a BT landline. Other networks and mobile phones will vary.)
Email Address: ticketoffice@yorkshireccc.com
Address: Ticket Office Yorkshire Cricket Centre St Michaels Lane Headingley Leeds LS6 3BU

Opening Hours:

Non-match days:

Monday-Friday between 9 am and 5 pm, (closed on bank holidays and between Christmas and New Year).

Match days:

On all domestic match days the ticket office opens at 9am. On Specsavers County Championship and Royal London One-Day Cup match days the ticket office closes at 5pm, for Vitality Blast matches the ticket office closes 30 minutes after the close of play.

For the Test Match the ticket office will open at 8am and for day/night ODI’s the ticket office will open at 9am.

Partially Restricted View – Definition: Provides a full view of the wicket and a substantial view of the outfield. Certain parts of the outfield may not be visible due to prominent match day fixtures and/or structures.

Restricted View – Definition: Provides a full view of the wicket and limited view of the outfield. However, certain parts of the outfield may not be visible due to prominent match day fixtures and/or structures.

Emails sent to ticketoffice@yorkshireccc.com will receive an instant automated reply and senders should expect a formal reply within 72 hours Monday to Friday 9am-5pm.

Yorkshire County Cricket Club Merchandise

The Yorkshire County Cricket Club Shop is open and can be contacted between the hours of 9am and 5pm, Monday to Friday.

Please note that opening hours vary on match days and during public holidays.

There is a second club shop behind the Western Terrace within Headingley Cricket Ground, which is open during match days at Headingley. A mobile shop follows Yorkshire CCC to various grounds around Yorkshire throughout the season.

SHOP

Location:
Club Shop
Yorkshire Cricket Centre
St Michael’s Lane
Headingley
Leeds
LS6 3BU

Refund/Exchange Policy:

If you are unhappy with your purchase from the Club Shop, you can return it to the above address within 28 days in its original, unused/unworn condition with proof of purchase. We will then organise an exchange or full refund. Please note the cost of postage and packaging cannot be refunded.

Please note products that have been personalised in any way cannot be returned.

Your statutory rights are not affected.

The Yorkshire Cricket centre

The Yorkshire Cricket Centre is a fantastic venue to come down and hone in on your cricketing skills all year round. The centre has the following facilities available;

  • 2 courts (1 court = Length: 94 foot & Width: 49.5 foot) each court has 4 lanes within it.
  • BOLA – professional bowling machines X 3
  • Changing Facilities with showers
  • Viewing Balcony

Please see the below prices for the hire of the facility;

  • Contact:

    dofficer@yorkshireccc.com
    01132033622

    Procoach Yorkshire Cricket

    Procoach Yorkshire Cricket is the official coaching partner for Yorkshire County Cricket Club. They run a large number of their coaching courses in the Yorkshire Cricket Centre, for more information on any coaching please contact or visit the below;

    enquiries@pcyc.co.uk
    01132033609
    http://www.procricketcoachingacademy.com/

    Disabled Supporters’ Procedure:

    To book a disabled ticket for any allocated seating match (internationals and Lancashire T20) at Headingley, please contact the Ticket Office directly and prepare any relevant questions in advance. For all general admission matches seating is unallocated; therefore there is a selection of stands to choose from. A small number of disabled car parking passes are available on a first come first served basis and should be requested when calling the Ticket Office.

    Members’ Committee:

    The concept of Members’ Committee is to act as the conduit between the active membership and the club.

    One of the key components are the organised forums that take place at specific matches throughout the season The objective has always been to provide a platform for Members’ to raise topics and questions of a substantive nature.

    Regular committee meetings are also staged throughout the year to discuss a number of topics including pricing policy, additional benefits and the upkeep of members’ facilities.

    To contact the members’ committee, please email ycccmemberscommittee@gmail.com.

    The Yorkshire Cricket Foundation

    The Yorkshire Cricket Foundation is a registered charity (No. 1130878) that aims to make a lasting, positive impact on the lives of those living in Yorkshire.

    The work of the Foundation falls under 5 themes which are:-
    • Education
    • Health community projects across the county. Using the power of cricket, the foundation aims to
    • History & Heritage
    • Participation
    • Inclusion

    To deliver these themes the Yorkshire Cricket Foundation works closely with The Yorkshire County Cricket Club and the Yorkshire Cricket Board to maximise the opportunities available for everyone to learn, participate and benefit from sport.

    www.yorkshirecricketfoundation.com.
    .

    Multi-faith room

    Located in the East Stand, the multi-Faith room was opened in 2016.

    The room is available for all religions and is available to use on all match days.

    Complaints & Grievance Procedure:

    Yorkshire County Cricket Club strives to ensure that everyone’s experience with us is a positive and enjoyable one. However, we are aware that on certain occasions, this is not the case. In order to ensure we provide the best service possible, we actively seek feedback. If you have any complaints or feedback from your experiences, please write to:

    Customer Services
    The Yorkshire County Cricket Club
    Carnegie Pavilion
    Kirkstall Lane
    Headingley
    LS6 3DP

    Or email cricket@yorkshireccc.com.

    For any enquiries/complaints on matchdays at Emerald Headingley, please visit the ticket office on St Michael’s Lane.

    For all other terms and conditions please refer to www.yorkshireccc.com/terms

    Contacts

    Ticket Office:
    ticketoffice@yorkshireccc.com
    0843 504 3099 (press option 1)

    Retail: Barbara.noble@yorkshireccc.com
    0113 2033 624

    Yorkshire Cricket Centre:
    dofficer@yorkshireccc.com
    0113 2033 622

    Hospitality:
    hospitality@yorkshireccc.com
    0113 2033 694

    Yorkshire Cricket Foundation:
    nick.robinson@yorkshireccc.com
    0113 2033 632
    www.yorkshirecricketfoundation.com

    General Enquiries:
    cricket@yorkshireccc.com
    0843 504 3099

    Complaints & Grievances:
    cricket@yorkshireccc.com
    0113 2033 684

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