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Industry News

Leicester criticised by ombudsman over Champions League seats relocation

Premier League champions Leicester City have been criticised over their handling of seat reallocation for Uefa Champions League games by the Independent Football Ombudsman (IFO).

A season-ticket holder complained of “turmoil and upset” after being told by the club that he would have to relocate from his regular seat for European fixtures. Despite the club finding a way to avoid moving the fan, the grievance was filed and the IFO found that the club had mishandled his complaint internally.

The IFO is the final stage in the complaints process established by the English professional football authorities, which includes the Football Association, the Premier League and the English Football League.

In a statement on the club’s website, a spokesman said: “The individual concerned had complained that the club had incorrectly informed him that he would have to relocate from his regular seat for Uefa Champions League fixtures – an anticipated inconvenience the club eventually managed to avoid through an alternative solution – and that the club has mishandled his subsequent complaint internally.

“Leicester City Football Club appreciates and respects the work of the IFO, which is the final stage within football’s complaints procedure.

“The IFO has expressly acknowledged that the club ‘fully cooperated with its investigation’ and has ‘acted in good faith’ at all times.

“However, in its findings (which are not legally binding) the IFO has suggested that the club should have undertaken appropriate research before notifying its season ticket holders in writing of a change of seating configuration and, as a result, has recommended that the club provide a ‘tangible goodwill gesture’.”

According to the IFO report, the fan was told in a letter last April that he would have to relocate for European games as the King Power Stadium’s TV gantry needed to be extended to comply with Uefa regulations.

He complained to the club’s chief executive and demanded assurances that he would be offered an alternative seat with an equally good view of the pitch. He was told that a response would be sent the following week, but the fan deemed that an inadequate response as season tickets were already selling quickly. It was later found that the fan would not need to be relocated.

The club spokesman added: “In acknowledgement that its initial correspondence – while intended to offer transparency to the affected supporters – may have been premature, the club has offered repeated, appropriate apologies to the individual concerned, as well as attempting to honour the relocation commitment outlined in our season ticket terms and conditions – all of which was rejected by the complainant.

“On this basis, we are unable to offer any further goodwill gesture. Leicester City Football Club thanks the IFO for its valuable input in this matter which the club now considers to be closed.”