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CLUB CHARTER

MACCLESFIELD TOWN FOOTBALL CLUB CUSTOMER CHARTER

CUSTOMER SERVICE

The Customer Services Contact is the General Manager who is available between the hours of 9.30am and 5.00pm, Monday to Friday.

Telephone: 01625 264686 email: reception@mtfc.co.uk

The Club responds to any contact from a customer within a maximum of 7 working days including complaints which in the first place should be made to the relevant department. If you are unable to make contact with the relevant department, please contact the General Manager.

The Club responds by telephone, email or letter. If a customer requests a response in writing, they will receive one.

STAFF CONDUCT

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 operates an anti-discrimination policy and is committed to confront and eliminate discrimination, whether by reason of race, religion or belief, sex, sexual orientation, disability, age, marriage or civil partnership, gender reassignment, or pregnancy and maternity.

The Club is an Equal Opportunities employer and is committed to Equal Opportunities within the Club.

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: contact@theifo.co.uk

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.

TICKETING

Pricing

The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

Allocation

At least 25% of tickets to each game will be made available to non-season ticket holders.

Concessions

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: reception@mtfc.co.uk

Junior Supporters under 14 years of age must be accompanied by an adult. 

Away Matches

The Club's supporters are allocated tickets for away matches as follows:

Season ticket holders take priority; any remaining tickets are sold on a first come basis. The home club determines the cost of these tickets.

Cup Competitions

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.

They 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.

Returns/Refunds

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.  

DATA PROTECTION

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 reception@mtfc.co.uk. Alternatively, you can click here to remove yourself from our database by sending an email now.

ACCOMODATING AWAY SUPPORTERS

The Club abides by the English Football League and 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

MERCHANDISE

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.

SMOKING

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.

COMMUNITY ACTIVITY

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 paul.mtfc_cst@hotmail.co.uk

SUPPORTERS LIAISON OFFICER

Macclesfield Town Football Club has a Supporters’ Liaison Officer who is also the Stadium Manager and Deputy Safety Officer. We also have a Disability Supporters’ Officer Andy Mellor. They can be contacted on 01625 264686 or on stadium@mtfc.co.uk if you have anything you wish to raise.

SAFEGUARDING

The Clubs Designated Safeguarding officer is The Welfare Officer, Macclesfield Town FC, Moss Rose Ground, Moss Lane, Macclesfield, SK11 7SP

Telephone: 01625 264686 Mobile 07522 903063

Email: Welfare@mtfc.co.uk

CAR PARKING

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.

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 email: reception@mtfc.co.uk  with your request.