Feedback and complaints procedure

West Ham United Football Club are committed to providing the best service to our fanbase and any supporters visiting London Stadium. All feedback received to the Club plays a vital role in helping us to achieve this, so please do not hesitate to contact us at supporterservices@westhamunited.co.uk should you have any queries, concerns or suggestions that you would like to share with us.

All feedback is gratefully received and helps shape the future of West Ham United.

 

 

 

How can I raise a formal complaint?

Formal complaints can be registered with the Club through either of the following ways:

 

 

When can I expect a resolution?

The Supporter Services team aims to acknowledge all enquiries within one working day and to provide a resolution to any complaint within a maximum of 14 days. Please note that response time may be extended during busy periods however, all enquiries are important to us and we are grateful for the feedback received from our supporters.

 

 

How are complaints handled at the Club?

Once a formal complaint has been received, a 'Ticket Reference number' will be sent to confirm that the enquiry has been officially logged with the team for review.

Quite often our team will be the intermediary between the supporter and the relevant department to ensure the review is handled effectively and brought to a conclusion in a timely manner.

 

 

What is a 'Ticket Reference Number'?

A unique 'Ticket Reference Number' is created when any formal complaint registered with the Supporter Services team requires a full review. This number is provided to the supporter for their reference and also recorded on our system should there be a need to re-visit the enquiry at any stage in future.

 

 

Who can I escalate my complaint to?

We aim to provide a satisfactory conclusion to all complaints received at Supporter Services and we hope there isn't a need to move on any further.

However, if you are not satisfied with the response you have received or feel your complaint has not been resolved, you can request to escalate this for final review to the Club’s Supporter Services Manager by email to supporterservices@westhamunited.co.uk.

The Supporter Services Manager will thoroughly appraise the situation, including all correspondence to date, before responding with a final conclusion.

If we are unable to resolve your complaint at this stage you may pass it over to the Independent Football Ombudsman at www.ifo.co.uk.

 

Supporter Services opening hours

Monday - Friday, 09:00 - 17:00.

Home matchdays (matchday enquiries only) - from two hours before kick-off and throughout the match.

The team are at hand to assist with any home matchday enquiries via email and twitter @WestHamHelp 

If your enquiry is in respect of an upcoming match, you may find the answer in our Matchday Guide.