Huddersfield Town

Season cards for the 2024/25 season will go on sale to existing members on Wednesday 8 May, and to new members on Monday 17 June.

Please note: Age banding relates to the age you will be come 1 September 2024.

Yes, as a current Season Card holder you will be giving priority to purchase your existing seat for the 2024/25 campaign.

If you are an existing Season Card holder, you can move seats in one of two ways:

You can move seats when tickets go on sale on Wednesday 8 May, however, you will only be able to move to a seat which is currently unoccupied.

Or you can move seats once the renewal period closes on Friday 7 June, at which point any seats that were not renewed will become available.

As a current Season Card holder, you will be able to renew additional Season Cards within your network (who are also existing Season Card Holders) as you renew your own.

Your credit will appear on your online ticket office account for you to use.

2024/25 Season Cards will arrive with supporters in mid-July 2024.

Supporters have two options to opt-in for v12 finance with both six month and 10 month plans available.

Applicants for finance need to be 18 years or older. The lender will carry out checks with credit reference agencies and fraud prevention agencies.

When you click ‘Pay’ you will be taken to the V12 Retail Finance application form to complete your application for finance. The application form may contain some personal information you have previously provided. Please check this information is accurate and fill in any missing information. 

You will also need to provide: 

• Three years’ address history

• Employment and income information

• Your bank account number and sort code to set up a Direct Debit in your name

The Huddersfield Town Association Football Club Ltd is an Appointed Representative of Product Partnerships Limited who are authorised and regulated by the Financial Conduct Authority, FCA registration number 626349.

The Huddersfield Town Association Football Club Ltd is the broker and not the lender and only offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. The permissions of Product Partnerships Limited as a Principal firm allow The Huddersfield Town Association Football Club Ltd to undertake credit broking. Credit provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

This Information relates to the activities undertaken by The Huddersfield Town Association Football Club Limited

The Financial Conduct Authority
The Financial Conduct Authority (FCA) is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

Treating Customers Fairly
Our business is committed to treating our customers fairly and ensuring our products and services are suitable for their needs. Treating Customers Fairly (TCF) is a core part of our culture and philosophy and you can review our commitment to it by asking for a copy of our TCF policy statement.

What Products do we offer?
We are a credit broker not a lender. We will only introduce you to V12 Retail Finance Limited (FRN 679653) who may be able to assist you with your requirements.

Other Finance Facilities
You may be able to obtain funding for your purchase from other providers and you are encouraged to seek alternative quotations and details of their products by researching on the high street, in the media and online.

Commission Disclosure 
We do not receive any commission for introducing customers to a finance provider.
What will you have to pay to us for this service? You will not make any payment to us for processing a finance application or for introducing you to a finance provider. All charges that you will pay including, interest, documentation fees or rentals, where applicable, will be clearly shown on the finance agreement.

Affordability
You should assess the monthly payments you are required to make throughout the agreement and ensure you are able to meet these obligations and other obligations you already have without suffering undue hardship. Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.
 
Who regulates us?
The Huddersfield Town Association Football Club Limited is an Appointed Representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority for regulated consumer credit activities; registration number 626349. You can check this information on the FCA register by visiting www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

What to do if you have a complaint.
If you wish to register a complaint, you can contact Product Partnerships Limited at:
In writing: Product Partnerships Limited, Suite D2, Joseph’s Well, Hanover Walk, Leeds, LS3 1AB
By telephone: 01274 921234
By email: info@productpartnerships.com
The contact details for The Huddersfield Town Association Football Club Limited are:
Address: John Smith’s Stadium, Stadium Way, Huddersfield, HD1 6PG
Telephone: 01484 960 620
Email: info@htafc.com       

If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. If your complaint is not resolved to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, whose contact details are set out below:

In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
By telephone: 0800 0234567
By email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
 
Understanding our products and documents
If you have any health issues, difficulty in understanding information or there are any recent life events that could affect your ability to fully understand the information and documentation you are presented with or what your commitments are under the agreement, you should carefully consider the amount of time you require to review the documentation. You should also consider if it is advisable for you to have someone you know help you make your decision. Please advise us accordingly if this is the case and we can then proceed with your requirements in the most appropriate way.

CONFIDENTIALITY AND DATA PROTECTION
Throughout the process of administering services for you we will need to collect personal information from you and pass this information to one or more third party organisations in order for them to supply any services you request. This will include passing this information to V12 Retail Finance Limited to enable them to make a credit decision. The lender may use your information to conduct an affordability and credit worthiness assessment and will do so using the consent given by you.

This may include sharing your information with credit reference agencies and other companies for use in credit decisions and fraud prevention. For full details of where your information will be sent, and the purpose for doing so, or to cancel your consent for the processing of your personal data please contact us.

To see our privacy policy, which details how your information will be processed and your rights, please CLICK HERE.

Complaints Officer Contact Details

Name: Gina Buckley
Telephone: 01484 960 600
Address: John Smith's Stadium, Stadium Way, Huddersfield, HD1 6PG
E-mail: gina.buckley@htafc.com

How The Huddersfield Town Associated Football Club Limited handles complaints

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint we will:

- Acknowledge the complaint promptly
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Discuss with you our findings and proposed response

We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below.

Contact details:

Address: Product Partnerships Limited
Suite D2 Joseph’s Well
Hanover Walk
Leeds
LS3 1AB

Telephone number: 01274 921234

Email address: info@productpartnerships.com

Adviser, Provider or Quality of Goods

Clients often express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress

Complaints Settled within three business days – Informal Complaints Process.

Complaints that can be settled to your satisfaction within three business days can be recorded and communicated via an informal process.

If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

- refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
- We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
- In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
- We consider that doing so may better meet your needs; or
- We have already been using another method to communicate about the complaint.

Complaints which cannot be resolved within three business days

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:

- Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution;
- Provide you with details of our complaints handling procedures;
- Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;
- Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.

If we cannot resolve the complaint within eight weeks:

While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again. We will inform him/her of the reasons for the further delay and advise that if he/she is not satisfied with our progress he/she may be entitled to refer the complaint to the Financial Ombudsman Service.

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.

Financial Ombudsman Service (FOS)

It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

Eligible complainants are:

- A consumer
- Companies within the definition of a microenterprise
- Charities with an annual income of under £6,500,000
- Trustees of a trust with assets of under £5,000,000
- A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
- A guarantor

The Financial Conduct Authority complaints rules apply to complaints:

- made by, or on behalf of an eligible complainant;
- relating to regulated activity;
- involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience;

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

The contact details for FOS are:

Address: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile)
+44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org
Website: www.financial-ombudsman.org

Yes! All disabled supporters renewing can renew online.

If you haven’t used the online Ticket Office before, CLICK HERE for a step-by-step online guide on our website, where there is a ‘how to’ video to watch too.

Yes, by adding your family and friends to your online account. If you haven’t completed this process before, please CLICK HERE to find out how.

We are currently reviewing our car parking for the 2024/25 season. Please keep checking htafc.com for more information in due course.

Your seat will be reserved for a period of five weeks from when Season Cards go on sale on Wednesday 8 May until the renewal period closes on Friday 7 June, after which time your seat will be released for general sale.

You will be able to purchase Season Cards in the general sale window, which begins on Wednesday 17 June.

Yes, but only to seats that are unoccupied.

The general sale window opens on Wednesday 17 June - you will be able to purchase your Season Card then.

If you are not an existing Season Card Holder and are interested in joining us for the upcoming 2024/25 season, CLICK HERE!