Scunthorpe United Football Club is committed to serving the needs of all their customers and the Club's Policy is contained in the following statement.

OUR TEN COMMITMENTS TO YOU:

Scunthorpe United Football Club ("the Club") makes the following commitment in striving to deliver a high quality of service, and to maintain and develop its good relationship with supporters and all other visitors to Glanford Park:

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.

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, 16-21, senior citizens, disabled fans and 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 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 Iron club

2.2 The Club will endeavor to develop initiatives to encourage and benefit young supporters.

3. WE'LL LISTEN TO YOUR VIEWS AND KEEP YOU INFORMED

3.1 The Club will consult its supporters on an occasional basis and invites people to express their opinion through the official Scunthorpe United website, by contacting Club officials directly or (particularly if anonymity is preferred) by asking the Supporters Club officials to raise any issues on their behalf. The Club reserves the right to ignore or disregard abusive or unreasonable comments in the event of any abuse of the Club's facilities.

3.2 The Club will aim to inform and explain major policy decisions in an easily understood format through the official website, the Club's match day programme and its other publications.

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 endeavor to fulfill its responsibilities and obligations with a wide range of activities.

4.2 The Club will actively support projects and initiatives set up by organisations, which help to improve the quality of life and education of local people.

5. WE WON'T EXPLOIT BUYERS OF OUR MERCHANDISE

5.1 All replica strip designs have an intended maximum life span of two seasons. 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.

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.

6.2 The Club will maintain high standards of safety for everyone who comes to Glanford Park.

6.3 The Club will help to maintain the standards of behaviour expected by the vast majority of people coming to Glanford Park.

6.4 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.

6.5 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.

6.6 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 Head of Safety and Security and the Chief Executive, whose decision will be final.

6.7 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 General Manager 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 ten working days, where the contact is by letter, telephone, e-mail, fax or a visit to Glanford Park. The Club will respond, where possible, by the same medium as that through which it was conducted, and a member of staff for communication will be named.

8.4 If it is not possible for the Club to provide a substantive reply within ten 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 judgement of the appropriate member of staff, do not require a reply.

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 The General Manager will be the first point of contact in these matters and will, where appropriate, refer the matter to the department concerned.

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..