MACCLESFIELD TOWN FOOTBALL CLUB CUSTOMER CHARTER
The Customer Services initial contact is our Club Receptionist, who is available between the hours of 9.30am and 5.00pm, Monday to Friday. Telephone: 01625 264686 email: firstname.lastname@example.org
The Club responds to any contact from a customer within a maximum of seven working days including complaints which in the first place should be made via the receptionist to the relevant department. If you do not receive contact from the relevant department within seven working days, please contact Bob Trafford either by phone (01625 264686) or email (email@example.com).
The Club responds by telephone, email or letter. If a customer requests a response in writing, they will receive one.
It is the Club's policy that all staff will act in a professional and courteous manner when dealing with customers.
All staff are encouraged to be polite and efficient when dealing with customers.
The Club is an Equal Opportunities employer and is committed to Equal Opportunities within the Club for all staff and supporters.
Equality of Opportunity at the Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of race, religion or belief, sex, sexual orientation, disability, age, marriage or civil partnership, gender reassignment, or pregnancy and maternity.
The Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
The Club supports both The Football Association and The English Football League in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
To help supporters complain if they have been the victim of abuse or have witnessed an incident of discrimination or harassment, or anything of concern Macclesfield Town FC has a designated reporting text number 07963 481224
Should you feel the necessity to report the incident to Kick It Out rather than the Club, supporters should ring freephone number 0800 164 9414
All complaints received by Kick It Out will be recorded and details of the incident forwarded to Macclesfield Town FC and The Football Association, with the complainants’ anonymity guaranteed if requested.
Macclesfield Town FC ensures that all complaints are dealt with sensitively and appropriately to help supporters feel comfortable with the process and are conﬁdent that the Club is taking any issues seriously.
Should any Customer (Supporter) not be satisfied with any part of the Club’s Complaint Procedure, they have the right to direct the matter to the Independent Football Ombudsman (IFO) in line with the IFO procedure
HOW TO COMPLAIN TO THE IFO
Complaints should be made in writing and may be submitted by post to: The Independent Football Ombudsman, Suite 33, Great George Street, LEEDS LS1 3AJ Or by e-mail to: firstname.lastname@example.org Or via the website: www.theifo.co.uk
You may initially register your concerns by phone and may wish to leave a message on the IFO Voicemail 0800 588 4066
You should submit a summary of your complaint, to include details of your concerns and your desired outcome. This should be supported by any documentary evidence available, including correspondence to and from the provider. This may be submitted either in hard copy or electronically. You may communicate with the IFO and the provider online if you wish. You will be given sufficient time to submit full documentation in order for the IFO to consider a complete case file.
CONSULTATION AND INFORMATION
The Club consults supporters on a regular basis through regular representation at fans’ meetings, Supporters Trust meetings, questionnaires, polls and other face to face and on-line interactions.
The Club publicises its position on major policy issues in the Club Match Day programme and on its website.
The Club has, and continues to develop, ways to consult with shareholders, sponsors, the local authority and other interested parties.
The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
The Club undertakes research on the design and number of new kits.
The Club continues to strive for wider access to matches by offering a broad range of ticket prices.
At least 25% of tickets to each game will be made available to non-season ticket holders.
Concessionary prices are available to junior supporters, (under 12, under 18 and under 25) and senior citizens.
Senior Citizens qualify for concessionary prices if 65 and over.
The Club urges all supporters who are looking to claim a concessionary price to bring PHOTOGRAPHIC ID, which includes their date of birth with them to confirm that they are entitled to claim the concession.
The Club provides an area of the ground for the use of family groups and junior supporters.
Accommodation and support is available for both home and away disabled spectators and their carers. The Club's administrative staff can be contacted for details of our disabled facilities and ticket allocation on 01625 264686 or email: email@example.com
Junior Supporters under 14 years of age must be accompanied by an adult.
The Club's supporters are allocated tickets for away matches as follows:
Season ticket holders take priority for all-ticket matches, with any remaining tickets sold on a first come basis. The the cost of these tickets is always determined by the football club hosting the game.
Tickets for Cup Competitions are priced immediately after the draw for each round. Factors taken into consideration include the stage of the competition and the status of opponents.
In the event of all-ticket matches, tickets are allocated as follows: Season ticket holders take priority; any remaining tickets are sold on a first come basis.
Visiting supporters receive allocation based on competition requirements.
The Club will make refunds on season tickets and pre-purchased match tickets only in exceptional circumstances and at the Club's discretion.
Supporters are advised to retain their ticket stubs after entering the stadium as these will be required as proof of payment in the event of a game being abandoned. If a match is postponed before kick-off, all ticket holders will be entitled to admission to the rearranged game using the ticket previously issued. If a match is abandoned once the game has started, then the Club will make an announcement regarding admission to the rearranged game as early as possible.
The new General Data Protection Act (GDPR) laws came in to effect across the EU on 25th May 2018 and to keep pace with this new law, Macclesfield Town FC would like to inform supporters of the personal data the Club may hold.
Macclesfield Town Football Club are legally obliged to inform you that we currently hold the following details within our secure database. The information is purely for maintaining our relationship with supporters and general communication purposes.
We do not share the information with any third parties. Other than courier companies for delivery purposes only.
The information retained is all or part of the following:
1. Contact name
2. Date of Birth
3. Contact number
4. Email address
5. Contact address
6. Purchase history
It is your right to be removed and forgotten from our database at any time. Should you wish that to be the case please email firstname.lastname@example.org.
ACCOMODATING AWAY SUPPORTERS
The Club abides by The English Football League and The Football Association Regulations governing the allocation of tickets to visiting clubs.
The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
The Club can accommodate away supporters in both standing and seated accommodation. The Club's policy is to provide reciprocal accommodation to visiting supporters. Clubs offering visiting supporters the choice of standing and seated accommodation will be offered both options at Moss Rose. Supporters of clubs which do not offer visiting supporters that choice will be accommodated in the seated section at Moss Rose unless visiting supporter numbers are expected to exceed the capacity of the away seats when both terrace and seated sections will be utilised.
The Club expects high standards of behaviour and has in place sanctions and procedures to support that aim. To support that aim and for further information you can access the following links. Click here to download The Fans Behaviour Policy Click here to download an Incident Report Form and here for a copy of our Ground Regulations.
Macclesfield Town are committed to offering a professional service from the whole team - whether you are a first- time customer or long standing / key partner of the Club.
We will ensure that we understand your needs and strive to deliver on them wherever possible.
We will offer your business a platform to promote your services, tailored to meet your requirements
Wherever possible the Club will seek to gather quotes locally and endeavour to work with local businesses.
Details of any intended change of kits are available from the Club shop and offices.
The Club carries out its obligations under The English Football League Regulations to prevent price fixing in relation to the sale of replica shirts.
The Club offers refunds on merchandise in accordance with its legal obligations.
CLUB SOCIAL MEDIA CHANNELS
Macclesfield Town is committed to providing information through social media channels.
This supports the website content and stimulates conversation amongst the wider public.
All our social media channels are monitored in order to ensure that any form of discrimination or harassment is acted upon and we will not hesitate to report instances where this is the case.
Details of our channels is as follows:
Facebook – Macclesfield Town
Twitter - @thesilkmen
Instagram - @thesilkmen
YouTube – Silkmen TV
The Stadium is a non-smoking venue on match days and this includes electronic cigarettes. At other events and social occasions at the stadium smoking is allowed in designated areas.
All our Event Stewards are accredited or working towards an NVQ Level 2 or HABC Level 2 Certificate in Event Security Operations. They will deal with all supporters in a friendly and professional manner at all times.
Providing a first-class customer service is our aim while ensuring that all supporters comply with The Football League Ground Regulations.
Our stewards and match day staff will always do their best to ensure that everyone at the Moss Rose has an enjoyable time in a safe environment.
The Club believes that it is the “hub of the community” and will continue to work closely with all sections of the local community to promote the Club as a family friendly sporting organisation. Through its links via the local education authority, schools and other community organisations the Club seeks to act as a role model in encouraging fun, healthy and active lifestyles. The Community Sports Trust can be contacted on Telephone: 01625 264686 or email email@example.com
SUPPORTERS LIAISON OFFICER
Macclesfield Town Football Club has a Supporters’ Liaison Officer (Bob Trafford) who is also the Media Manager of the Club. We also have a Disability Supporters’ Officer Andy Mellor. They can both be contacted on 01625 264686 or on firstname.lastname@example.org if you have anything you wish to raise.
The Clubs Designated Safeguarding Officer is Ian Lessiter, Macclesfield Town FC, Moss Rose Ground, Moss Lane, Macclesfield, SK11 7SP Telephone: 01625 264686 Email: email@example.com
The Club does not have any designated parking for fans. Disabled fans can contact the Club prior to games for assistance.
CATERING AND HOSPITALITY
The Club has facilities available for the hire for special occasions, conferencing and other meetings. Further information is available on the Club website or email:firstname.lastname@example.org.
REQUESTS FROM CHARITIES
The Club receives many requests from charities and it supports them as often as it can. Please contact reception on Telephone: 01625 264686 or email: email@example.com