Royal Navy FA Customer Charter

The RNFA is committed to developing an open, responsive and friendly relationship with all those involved in football at every level. This Charter sets out the standards which customers should expect from the RNFA.

Our promises to the Customer:

  • To ensure all our staff are polite, treating all our customers with courtesy and respect.
  • To ensure all our staff are trained to be knowledgeable and provide accurate information.
  • To deal with all enquiries an effective and efficient manner, in the agreed response times.
  • To provide clear, consistent and comprehensive answers to all written enquiries within 5 working days were possible (upto 10 days dependent on extent of investigation required).
  • To provide clear, consistent and comprehensive answers to all email/telephone enquiries within 2 working days were possible (upto 10 days dependent on extent of investigation required).
  • To ensure that any enquiry requiring a higher level expertise is escalated immediately to the appropriate level.
  • To improve effective communication with our customers through the exploitation of new information and technolgy.
  • To continue to evolve a customer-focussed organisation through its values, aims and objectives. 


Getting things Right!

We value your feedback, positive or otherwise. If you have a complaint about something that has not reached the standards of service you expect, we want to know to put it right for you and reduce the chance of it happening again.

We are committed to dealing with all concerns rigorously and fairly, therefore the following procedures will be followed:

  • We will endeavour to respond to you within 48 hours if you have a concern or complaint.
  • All complaints are recorded in writing within our complaints record book.
  • We aim to resolve 95% of enquiries within 7 working days from the date receipt. Where the issue is complex we will advise you of how long it will take to resolve.

Should you wish to raise a concern or complaint the following address should be used:

Mr Steve Johnson
Secretary
RNFA
HMS TEMERAIRE
Burnaby Road
Portsmouth
Hants
PO1 2HB

Secretary@navyfa.com (Civilian)
NAVYPERS-TEMERAIRERNSO3@mod.uk (Service)

Tel (Mil):  9380 28025
Tel (BT): 023 92 573025
Fax Mil: 9380 28047
Fax Civ:  023 92 573047

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