Fans left frustrated by 'mercenary' game

Football was yesterday urged to tackle the problem of its "unduly mercenary and uncaring" image. That was the main thrust of the Independent Football Commission's first annual report, which believes the game should move "rapidly and decisively" to improve its relationship with supporters.

While backing the introduction of club charters by the Premier League and Football League, the report says the complaints procedure should be streamlined. It voices concerns over poor communications within the football community, unsatisfactory response times to complaints and delays in receiving information from the football authorities.

"These procedures are not easy to understand or use and not enough supporters know they exist," the report states.

An independent survey of supporters revealed that the majority criticised the football authorities and fewer than 25 per cent were aware of the fans' charter. "The complaints system needs simplifying and performance needs to be reviewed," the IFC chairman, Professor Derek Fraser, said.

A total of 22 recommendations are made by the IFC, the self-regulatory body set up in consultation with the Government and funded by the Football Association, Premiership and Football League.

The report addressed concerns over a fair deal for away fans and supporters buying replica kits and called for a review of ticket refund policies. Professor Fraser said: "Not enough has been done to convey to the football-going public what is being done and why."