By Scunthorpe United FC Scunthorpe United Football Club is committed to delivering first class customer service across all our functional areas, both during matchdays and non-matchdays. WE ARE UNITED Dedicated to the fans and our local community, Scunthorpe United are passionate about the matchday experience, from initial enquiries to the full time whistle and thereafter, we are committed to constantly reviewing and improving every step of the supporters' journey. Our club is part of our community and we make it a priority to serve the needs of our supporters. Through contact with our local schools, grass roots teams and local community groups we are constantly striving to generate stronger links with our local community, whilst always valuing our dedicated supporters who have followed the Iron through all climates of our history. We promise to listen to our Season Ticket Holders, Iron Members, match by match and distant supporters and provide them with the best of everything from Scunthorpe United. We at Scunthorpe United ("the Club") make the following commitments to our supporters in our continued effort to deliver the best matchday experience and customer service to supporters and all other visitors to Glanford Park inside and outside of matchdays. If your expectations are not met at any stage of your supporter journey then you are invited to make your experience known to us through the contact details for customer complaints and feedback below. STAFF CODE OF CONDUCT Employees of Scunthorpe United will always: • Meet high standards of customer service when dealing with supporter's in person or by telephone • Be polite, positive and considerate to members of the public • Be smart and appropriately dressed in the workplace • Protect the information of supporters in accordance with the Data Protection Act (1998) Employees of Scunthorpe United will never be rude, abusive or offensive or abuse their position within the Club. EQUAL OPPORTUNITIES Scunthorpe United Football Club is committed to equal opportunities. We wish to create an atmosphere in which every section of the community feels welcome and to uphold the principles of equality and provide equal opportunities for everyone. Discrimination will not be tolerated in any shape or form at Scunthorpe United Football Club. SAFEGUARDING POLICY Scunthorpe United have a safeguarding policy and a copy of which is obtainable upon request from the club. COMMUNITY ACTIVITY Scunthorpe United are constantly improving their community involvement. Scunthorpe United Community Sports & Education Trust continually strive to meet the needs of the local community. Their involvement and effort is something the Club are very proud of and further information on the SUFC Trust can be found by visiting www.scunthorpeunitedcset.co.uk. COMMITMENTS We at Scunthorpe United ("the Club") make the following commitments to our supporters in our continued effort to deliver the best matchday experience and customer service to supporters and all other visitors to Glanford Park inside and outside of matchdays. 1. WE'LL BE FAIR TO ALL TICKET BUYERS 1.1 Scunthorpe United will offer a broad range of ticket prices in order to provide wider access to home matches for as much of the community as possible, please click here for the latest ticket prices. In the event of any price changes or promotional offers during the season, information will be publicised immediately on the official club web-site www.scunthorpe-united.co.uk, across twitter and Facebook and local media will be informed. 1.2 The Club will make at least 10% of the capacity of Glanford Park available to non-season ticket holders for each game. 1.3 The Club will offer concessions at home matches for U16s, U18s, 18-21/full-time students, over 65's, disabled fans, their carers and unemployed supporters. Any such concessions will be clearly defined and made public whenever they are created or altered. 1.4 Warnings will be given in advance when selling seats with a restricted view of the pitch at Glanford Park and that information will be printed on the ticket. 1.5 Scunthorpe United will make an area of Glanford Park available for the exclusive use of family groups and junior supporters. 1.6 A range of facilities and support will be provided for disabled supporters and their carers at Glanford Park. 1.7 If a game is abandoned after spectators have been admitted to Glanford Park but before the game has kicked off, admission to the rearranged game (on production of the original ticket stub) or a total refund up to 48 hours before that match will be offered. A fair and reasonable decision will be made on refunds or admission prices based on the individual circumstances when a home game is abandoned after the kick-off and taking into account the rules of the football authorities pertaining to abandoned matches. 1.8 The Club will only refund money paid for individual match tickets up to 48 hours prior to the kick off of the match. 1.9 Allocated tickets for away matches will be made available when practicable by the Club to Season Ticket Holders, Iron Club Members (in order of priority decided by the Club) and then will go on general sale. The price of these tickets will be determined by the home club. 1.10 The Club will not charge admission prices to supporters of a visiting club which are higher than those charged to Scunthorpe United supporters for comparable facilities and accommodation. Concessionary rates are offered to senior citizens and junior supporters and will also apply to the supporters of a visiting club. The club will abide by the rules of the Football League and FA governing the allocation of tickets to visiting clubs. 2. WE'LL DEVELOP INCENTIVES TO REWARD YOUR SUPPORT 2.1 The club aims to deliver value for money with its ticket and merchandising strategy, rewarding its most loyal supporters with Season Ticket offers and providing other benefits for members of the Iron Membership Scheme. 3. WE'LL LISTEN TO YOUR VIEWS AND KEEP YOU INFORMED 3.1 The Club will consult its supporters and invites people to express their opinion by contacting Club officials in person or via email, by asking the Supporters Club officials to raise any issues on their behalf or via the appointed Supporters Liaison Officer (detailed below). Our Supporter's Forum holds meetings no less than 4 times a season, this communication channel also provides fans with a means of forwarding any issues, complaints or compliments via the relevant Supports Forum representative through to club officials. Minutes of such meetings will be published on the official club web-site and details can be found at any time via the fans section of the official Club web-site. 3.2 The Club will aim to inform and explain major policy decision in an easily understood format through the official website, the Club's matchday programme and other forms of publication. 3.3 The Club will continue to develop ways to consult shareholders, sponsors, local authorities and other relevant groups interested in its activities. 3.4 The earliest possible notice will be given concerning any changes to ticketing policy and the reasons for those changes. 4. WE'LL RECOGNISE OUR RESPONSIBILITIES TO THE COMMUNITY 4.1 The Club recognises that it has an important role to play in the local community and will endeavour to fulfil its responsibilities and obligations with a wide range of activities. 4.2 The Club will actively support project and initiatives set up by organisations, which help to improve the quality of life and education of people in the local community. 4.3 Such activities include, the facilities available to the local community through Study United based at Glanford Park, helping to develop key skills for young people in the area. 5. WE WON'T EXPLOIT BUYERS OF OUR MERCHANDISE 5.1 All replica strip designs have an intended maximum life span of one season. In exceptional circumstances (such as a change in the name of the Club's shirt sponsor) a replica strip may have a shorter life span, and the Club will notify its customers as soon as such a change is agreed. 5.2 The Club will carry out its obligation to prevent price fixing in respect of the sale of replica strips. 5.3 Refunds on merchandise will be offered in accordance with the Club's legal obligations. See the online club shop for further information, www.iron-clubshop.co.uk. 6. WE'LL MAKE GLANFORD PARK A WELCOMING PLACE FOR EVERYONE 6.1 The Club's aim is to welcome everyone, football supporter or otherwise, to a friendly atmosphere and a safe environment at Glanford Park. The ground regulations are available to be viewed at locations around the stadium or a copy can be requested from the club. 6.2 The Club will maintain high standards of safety for everyone who comes to Glanford Park in accordance with the Club's Ground Regulations. Stewards are given training and work alongside trained first aiders and medical professionals to ensure the safety of Club supporters and staff. In accordance with the Club's Safeguarding Policy, all persons working at the ground on a match day in a medical capacity, must be CRB checked. The Club is committed to the safety and welfare of children, young people and vulnerable adults and endeavours to ensure that all services, staff and volunteers work to achieve the best outcomes for them. 6.3 The Club provides car parking facilities for spectator's including, 600 spaces at the ground and 13 allocated on-site parking spaces for orange/blue badge holders. 6.4 The Club will help to maintain the standards of behaviour expected by the vast majority of people coming to Glanford Park. 6.5 The Club's staff will deal with matters in a polite, clear and appropriate manner. Appropriate disciplinary action will be taken where supporters are violent, use foul and abusive language, act in an intimidating manner or behave in a manner likely to cause offence to others, including any abuse of the Club or its staff and officials through the official website. 6.6 The Club will commit itself to confronting and eliminating discrimination and anti-social behaviour of any kind whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. The Club will work to ensure that such behaviour, including obscene chanting, is met with the appropriate disciplinary action. 6.7 Where a spectator's conduct fails to meet these standards of safety and behaviour, he/she will be warned about their actions. In situations that the Club's staff or officials regard as serious, the Club reserves the right to suspend or cancel a Season Ticket or to ban someone from the ground for any period. Following such a ban, a person can appeal to the Club's Chief Executive, whose decision will be final. 6.8 The Club supports The Football Association and The Football League in their commitment to develop a programme of ongoing training and awareness-raising events and activities aimed to eradicate discrimination. 7. WE EXPECT OUR STAFF TO BE COURTEOUS, HELPFUL AND WELL-INFORMED 7.1 The Club will expect its staff, stewards and representatives to be courteous, helpful and well informed. Any person who feels that any of the Club's personnel are failing to meet the standards they expect should notify the Club's Chief Executive as soon as possible. 7.2 The Club's staff will be properly trained to deal sensitively with issues of safety, misbehaviour and other stadium regulations and will use discretion where required if standards or regulations are abused or ignored by spectators or other visitors. 8. WE'LL RESPOND TO YOUR ENQUIRIES AND COMMENTS WITHOUT DELAY 8.1 The Club will aim to provide the highest possible standards of courtesy, consideration and service to everyone coming into contact with the club and within the ground itself. 8.2 The Club will endeavour to be fair and efficient in all matters, where issues are drawn to its attention and in setting out its offers to customers. The Club will aim to provide tickets, merchandise and information to supporters in good time. 8.3 The Club will respond to a complaint or request from a customer within a minimum of five working days, where the contact is by letter, telephone, e-mail, fax or a visit to Glanford Park. The Club will respond with a member of staff named for any further communication. 8.4 If it is not possible for the Club to provide a substantive reply within five working days, the Club will contact the customer to explain why and let that person know when to expect the appropriate response. 8.5 The Club will not necessarily respond to general comments or unanswerable communications that, in the judgment of the appropriate member of staff, do not require a reply. 8.6 For enquiries relating to charities, requests for donations and bucket collections, please refer to our charity policy here. Due to the quantity of requests we receive, we cannot guarantee that requests will be accepted. 9. WE'LL TAKE ANY COMPLAINT SERIOUSLY 9.1 Any complaints about the way the Club and its suppliers or contractors operate or the service it or they provide will be investigated and dealt with at senior management level. 9.2 Rob Noble (email@example.com) will be the first point of contact in these matters and will, where appropriate, refer the matter to the department concerned. Contact details can be found below and your correspondence will be dealt with as per conditions 8.3 and 8.4 above. 9.3 The Football League Customer Services Department can also be contacted should the response provided by the Club not be satisfactory. The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way Preston, PR2 2YF. Email: firstname.lastname@example.org. 10. WE'LL REVIEW OUR CUSTOMER CHARTER REGULARLY AND AIM TO REFLECT WHAT YOU WANT FROM THE CLUB. 10.1 The Club's Customer Charter will be reviewed and, if necessary, updated on a regular basis (at least once annually). 10.2 The current edition of the Club's Customer Charter will be available on the official website and printed versions of it will be available in Ticket Office and Reception. The Charter is available in large print upon request. QUERIES, COMPLAINTS OR FEEDBACK All queries, complaints or feedback that supporters wish to communicate to the club should be sent to Rob Noble, either by: E-mail: email@example.com Post: Rob Noble Scunthorpe United F.C Glanford Park Scunthorpe N. Lincs DN15 8TD If a supporter is not happy with the response Scunthorpe United has provided a complaint can be made to the following: The Football League Customer Services Department Operations Centre Edward VII Quay Navigation Way Preston Lancashire PR2 2YF Email: firstname.lastname@example.org Telephone: 0844 335 0183 Or The Independent Football Ombudsman Suite 49 57 Great George Street Leeds LS1 3AJ Supporter Liaison Officer Scunthorpe United’s supporter liaison officer is Andy Brown and further details about his role can be found here.