Please find below all the relevant information and steps on how to report an incident, concern or make a complaint.
You can also use the club's complaints page here.
Derby County Football Club strives to provide a safe and enjoyable experience for ALL supporters and its staff.
Home Matchday Text Service
On a home matchday, you can report any incidents or concerns discreetly and directly to Derby County Match Control, which includes any health and safety concerns. You must start your text with DCFC, followed by your message and then send to 88440. Please include as much information as possible, including the stand, row, seat number and names, where possible. Once received, the club will investigate each incident as a matter of priority.
Each text costs one standard message at your network rate.
Alternatively, if you feel it is safe to do so, please contact a matchday steward and provide as much detail as possible so it can be investigated by the matchday team as a matter of urgency.
Matchday Supporter Liaison Officers (MSLO’s)
As part of Derby County’s ongoing commitment to providing supporters with a positive matchday experience, a dedicated team of Matchday Supporter Liaison Officers (MSLO’s) will be stationed at key points around Pride Park Stadium. They will be wearing blue jackets and on hand to help and assist supporters with any queries or concerns they may have.
Whilst Derby County prides itself of its high standards, the club encourages feedback from supporters if they feel that it has failed to deliver against the standards and service levels that are expected and so the club can continuously improve.
To report an incident, concern, or make a complaint - this includes the use of discriminatory language, anti-social behaviour or any health and safety concerns - you can either email SLO@dcfc.co.ukor write to: Supporter Liaison Officer, Derby County Football Club, Pride Park Stadium, Pride Park, Derby, DE24 8XL
Please state valid contact information and contact name for response.
Derby County's Complaints Policy can be found here.
The club will seek to respond in the first instance within ten working days of receipt; complaints may be subject to internal investigations.
If you are making a complaint and are not satisfied with the response issued, you may contact the Independent Football Ombudsman (IFO). Please note that the IFO has no authority to deal with any complaints until you have contacted the club.
The contact details for the IFO are as follows:
The Independent Football Ombudsman, Premier House, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD
Email:contact@theifo.co.uk
Derby County Football Club does not tolerate discrimination of any kind and continues to work with the relevant authorities to stamp this out of football and in society, as well as working closely with the platforms themselves to help tackle the issue of online abuse in relation to football.
The club will report any online hate/abusive/discriminatory content/comments via priority channels and mute/restrict/block the individual from the relevant account.
The EFL (English Football League) will also be informed when reporting an incident to any of the social media platforms in order for the EFL to keep a league-wide overview of the volume and frequency and are also asked to amplify any central messaging on tackling online abuse where possible.
Derby County will also report any illegal, discriminatory or threatening abuse to the police, who can pursue their investigations.
Working alongside the EFL, the club will focus future messaging on the reporting of individuals to the respective platforms and authorities. Where relevant, and after investigations, punishment sanctions will be placed on those responsible, while continuing to work with other football authorities to provide clear and concise messaging on progress in this space.
STEPS TO FOLLOW
X (formerly Twitter)
Reporting
1. Report any comment(s) that break guidelines using the platform’s in-built tools.
2. Mute and/or block the account(s) in question via priority channels.
3. Make the club aware of the comment(s) with a print screen attached to SLO@dcfc.co.uk.
Escalation
4. In instances of illegal, discriminatory, or threatening abuse, report to the police.
FACEBOOK/INSTAGRAM
Reporting
1. Report any comment(s) that break guidelines using the platform’s in-built tools.
2. Restrict and/or block the account(s) in question via priority channels.
3. Make the club aware of the comment(s) with a print screen attached to SLO@dcfc.co.uk.
Escalation
4. In instances of illegal, discriminatory, or threatening abuse, report to the police.
The club would also advisethat you report any online hate/abusive/discriminatory content/comments to Kick It Out through theironline reporting formor via their reporting app available on bothiOSandAndroid.
Alternatively, email Kick It Out atreport@kickitout.org.
You should also report it to the police, either:
Hate crime is an act of violent behaviour or hostility that is usually motivated by hatred of a person’s disability, race, religion, sexual orientation, disability, or gender identity.
To report a hate crime, please follow the link below.
Help us eliminate anti-social behaviour, discrimination, and abuse. Report any incident you come across by using our Matchday Text Service; you must start your text with DCFC, followed by your message and then send to 88440. Please include as much information as possible, including the stand, row, seat number and names where possible. Once received, the club will investigate each incident as a matter of priority.
Each text costs one standard message at your network rate. The club may share your details with the Derbyshire Police if further information is required to assist with a criminal prosecution.
If you’re outside the stadium, on the way to/from a match, then we would advise, that you report any form of anti-social behaviour, discrimination or abuseto Kick It Out through theironline reporting formor via their reporting app, available on bothiOSandAndroid. Alternatively, email Kick It Out atreport@kickitout.org.
You should also report it to the police, either:
The safety and wellbeing of all children, young people and adults at risk is of paramount importance to Derby County Football Club. The club recognises its duty of care to all vulnerable groups and are committed to ensuring that Derby County is a place that enables everyone to participate in all our activities and events in a safe, enjoyable inclusive environment.
For more information, please click here to go to the club's dedicated Safeguarding webpage.
KICK IT OUT
Website: kickitout.org
X: @KickItOut
Facebook: kickitoutofficial
You can download the Kick It Out App via the Apple App Store and Google Play.
VICTIM SUPPORT
Website: victimsupport.org.uk
Telephone (free 24/7 support line): 0808 1689111
SHOW RACISM THE RED CARD
Website: srtrc.org
X: @theredcard
Facebook: theredcard
HER GAME TOO
Website: hergametoo.co.uk
Instagram: @hergametoo
Email: info@hergametoo.co.uk
GAY FOOTBALL SUPPORTERS NETWORK
Website: gfsn.co.uk
X: @gfsnUK
Facebook: GayFootballSupportersNetwork
EQUALITY AND HUMAN RIGHTS COMMISSION (EHRC)
Website: equalityhumanrights.com
Telephone: 020 3117 0235
Email: Using the contact form on the EASS website
Post: 3 More London, Riverside Tooley Street, London, SE1 2RG
LEVEL PLAYING FIELD
Website: levelplayingfield.org.uk
Telephone: 0845 230 6237
Email: info@levelplayingfield.org.uk
Post: The Junction, Station Road, Watford, WD17 1ET.
Level Playing Field is the national registered charity representing disabled supporters of all sports. The campaign aims to promote an inclusive agenda, raise disability awareness through sport and ensure an equality of experiences for all fans.
