A complaint about a Premier League club usually starts with the club. If it is not resolved, the Premier League can mediate, and a complaint that remains unresolved can then go to the Independent Football Ombudsman.
The order the complaint follows
Here is the route a complaint can take.
| Stage | Who handles it |
|---|---|
| First | The relevant club or football authority |
| If unresolved | The Premier League, which can mediate |
| If still unresolved | The Independent Football Ombudsman |
| What the Ombudsman is | An alternative dispute resolution service, separate from the legal process |
What kinds of complaint start with the club
Most supporter complaints go to the club first, especially consumer matters. That includes ticket or retail sales, the matchday experience, and stadium sanctions and bans.
Some complaints may begin with the relevant football authority rather than a club. Even then, the Ombudsman only deals with matters that were raised earlier and were not resolved at that stage.
What the Premier League does before the Ombudsman
If the issue is not settled by the club, the Premier League can mediate between the supporter and the club. It can also give guidance on whether a competition rule applies.
That middle step sits between the first response and any independent adjudication. If the complaint is still unresolved after that, it can move on again.
What the Independent Football Ombudsman does
The Independent Football Ombudsman receives and adjudicates on complaints that clubs or football authorities have failed to resolve. It only deals with complaints that were first raised with the relevant club or authority.
A supporter who is dissatisfied with the first response can escalate the complaint for further review. The Ombudsman works as an alternative dispute resolution service, separate from the legal process.
FAQ
What is the Independent Football Ombudsman?
It is an independent route for complaints that have not been resolved by a club or football authority. Its role is adjudication, and it sits outside the legal process.
Who handles complaints about football clubs at the start?
The usual first handler is the relevant club. That is especially true for supporter complaints about ticketing, retail, matchday experience, and stadium sanctions or bans.
What happens if the club's first response does not resolve the issue?
The complaint can move forward for further review. Before it reaches the Ombudsman, the Premier League can step in to mediate between the supporter and the club.
Is the Ombudsman part of the legal process?
No. It provides an alternative dispute resolution service that is separate from legal proceedings.