As a membership organisation, our customers are at heart of everything we do and adhering to high standards of customer care is very important to us.
This customer service charter sets out the service you can expect as a customer and member of Basketball England. Our aim is to provide services as effectively and efficiently as possible for all our customers.
As a membership organisation and national governing body, we are bound by a governance code for sport and have three key roles:
In doing this, we serve thousands of members and more than 700 clubs, as well as many other customers, partners and stakeholders involved in the sport. This work is underpinned by 10 regions, hundreds of clubs and more than 60 local leagues and associations and their volunteers.
This charter sets out the service you can expect as a member or customer of Basketball England. Our aim is to provide services as effectively and efficiently as possible.
We will:
We ask that you:
9am to 5pm Monday to Friday.
Periodically, we will adjust our working hours to better serve members, especially at peak times.
Any changes to our working hours will be detailed here https://www.basketballengland.co.uk/about/contact-us/
Members can contact us in three ways:
You may find the quickest way to resolve your query is to look at the ‘Frequently Asked Questions’ on our website HERE.
The most efficient way to contact us directly is by using the form on our ‘Contact Us’ page HERE.
We aim to respond to all online enquiries within three working days. Please note that in certain circumstances this may take us longer. At the busiest times of the year, at the start of the season in October and transfer deadline week in the new year, we may take a little longer to get back to you.
‘Contact Us Form’ submissions will be ticketed and handled in chronological order.
Form submissions made outside office hours will be handled within three working days from 9am of the first working day that follows. We recommend you use this channel unless it is a safeguarding or safety matter – see specialist service response below.
We receive many email enquiries on a range of subjects.
We aim to respond to all email enquiries within three working days. Please note that in certain circumstances this may take us longer, especially if they are complex or need investigating.
At the busiest times of the year (particularly at the start of the season in October and transfer deadline week in the new year) we may take a little longer to get back to you.
Emails will be ticketed and handled in chronological order.
Emails received outside office hours will be handled within three working days from 9am of the first working day that follows.
General enquiries should be sent to [email protected]
To contact Basketball England departments directly, see our Contact Us HERE.
We aim to answer all calls and to resolve your query at the first point of contact.
If it is not possible to resolve your query at the first point of contact, we will take your details and the nature of your enquiry and pass the query to the relevant staff member within our organisation.
That member of our team will then get back to you within three working days. In certain circumstances this may take us longer. Those enquiries will be ticketed and handled in chronological order.
0300 600 1170
For concerns or emergencies relating to safety and/or child protection between 9am and 5pm, Monday to Friday please report this using the report a concern form shown here https://www.basketballengland.co.uk/safeguarding/report-a-concern/
We aim to respond within 24 hours Monday to Friday. If you have an emergency relating to safety and/or child protection that falls out of these hours, you should contact the police and/or your local authority children’s services. You can also seek advice from the NSPCC on 0808 800 5000 https://www.nspcc.org.uk/what-we-do/about-us/contact-us/
If you have witnessed or been victim of racism, discrimination or a breach of the Code of Ethics and Conduct that we need to investigate, between 9am and 5pm, Monday to Friday raise a concern in or out of our office hours use this online form https://www.basketballengland.co.uk/safeguarding/report-an-incident/
Where possible, we avoid situations where players are not cleared to play at the coming weekend for an administrative reason, such as waiting for a transfer or registration.
Each Friday, our leagues and competitions team ensures all administrative tasks ready for processing (registrations, transfers, tip changes etc) affecting games that weekend are completed.
In line with NBL regulations, completed licence applications must be received seven days in advance of the fixture. We cannot guarantee applications made within seven days of a game will be verified in time.
The three methods above are the only ways we will respond to customer enquiries.
We do not handle customer service enquiries by any other channels, for example, text or WhatsApp message, social media replies or direct messages or personal staff phone numbers. This is to safely handle member/customer data and effectively track and measure response times to provide the best possible service, making sure we do not miss important information and processes required to serve and protect members.
As stated above, we aim to answer all phone calls and resolve queries at the first point of contact and form submissions and emails within three working days.
Please note, even if we make an initial response, it is not always possible to resolve all queries within that timeframe. Complex enquiries, such as ongoing discussions or complaints, disputes and disciplinaries, which require investigation will take longer. We will indicate our next contact point if this is the case.
Our employees mean a lot to us and are entitled to a safe working environment. To ensure this, we ask that customers or members do not threaten, bully or harass our employees, including swearing or shouting at them. This is rare, but if it happens, we reserve the right to limit contact with Basketball England and in some cases refer to our disciplinary process.
As an NGB we must apply fairness and consistency to all our decision making. This means we cannot adapt or change rules for specific issues, teams or individuals, and in the case of international transfers, we cannot override FIBA regulations or immigration regulations. You will not get a different response from different members of Basketball England staff, as we are all trained in the same policies and processes.
Individual Basketball England employees cannot advise you on disputes or disciplinary cases if they are not assigned to that case, and even when assigned to a case, cannot advise you in anything other than their capacity as an employee of Basketball England.
We are committed to providing high standards of customer service. However, if you are unhappy with any of our services and would like to lodge a formal complaint with us, then please refer to our complaints procedure HERE.
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