Customer and Staff Club Charter
Introduction Forest Green Rovers Football Club (FGRFC) takes great pride in its reputation as a friendly community based football club and values the relationship it has with its staff, members, sponsors, advertisers and supporters.
The Club will make every effort to communicate with all stakeholders and to address any concerns and issues that any individuals or groups may have. This Charter is designed to outline how FGRFC will deliver on this commitment.
This Charter will be reviewed from time to time to ensure that it is kept suitably up to date with regard to any changes to laws, rules or regulations.
Please also refer to the Club’s separate policy documents covering:
Staff Conduct FGRFC is committed to offering equality of opportunity to staff members and supporters in every aspect of its operation and employment practices. The club are dedicated to ensuring that its staff and representatives conduct themselves in a manner befitting a professional football club and in accordance with its documented policies as set out in this Charter and other Policy Statements.
Any party who may be unhappy with the conduct of any employee or representative should make their grievance known by writing to the Chairman of the Football Club.
Any employee who fails to comply with this commitment, the Charter or individual Policy Statements may be liable to disciplinary action as a result.
Customer Service FGRFC is fully committed to delivering the highest standards of customer care and service to all its supporters and customers. The Club fully recognises that there will be occasions where it falls short of its expected standards, however, the Club does welcome constructive criticism and complaints with a view to making future improvements.
FGRFC acknowledges the right of every supporter and customer to be treated with courtesy and respect at all times. To this end all complaints and/or feedback should be directed, in writing, to the Club Chairman. All communications will be acknowledged within 5 working days and the complainant advised of the manner in which the complaint will be treated and the name of the person within the club to whom the complaint will be referred.
Consultation and Information FGRFC will make every effort to ensure that it operates in an open and accessible environment and will endeavour to communicate with all relevant parties in a timely and effective manner.
The Club will publicise its position on major policy issues via all relevant media, including, the Club’s Official Website, Match Day Programme, local press and radio and Fans Forums.
The Club will look to consult with all stakeholders, as appropriate, in the formation of its policies via general dialogue, open meetings and questionnaires. The Club will continue to develop ways to consult with its stakeholders and grant all reasonable requests to meet with them as required.
The Club will ensure that it gives the earliest possible notice of any proposed changes to fixtures and ticketing, via all relevant media and club outlets.
FGRFC welcomes suggestions as to how the Club and its operations may be improved and relevant parties are encouraged to submit their ideas in writing to the Club Chairman.
Merchandise FGRFC endeavours to ensure that all replica strip designs shall have a minimum lifespan of two seasons. However, this cannot be guaranteed as this will be dependant on other factors over which the Club has no control, i.e. sponsors and kit manufacturers.
The Club will advertise the launch date and availability of replica strips via the Official Club Website, Match Day Programmes and in the Club Shop.
The Club carries out its obligations under Football Conference Regulations to prevent price fixing in relation to the sale of replica strips. It will also offer exchanges or refunds on merchandise in accordance with its legal obligations.
Community Activities FGRFC recognises that it has an important part to play in generating and supporting activity in the local community and is actively involved in a number of schemes and activities.
The Club seeks to promote close links between the Club and its community and to introduce young people, male and female, to football as players and spectators. FGRFC operates a ‘Junior Greens’ supporters club for all its younger fans and membership entitles fans to an array of additional benefits.
The Club operates selected ‘Kids Go Free’ days where accompanied children under the age of 16 are admitted to specific home matches free of charge. Seated Family Areas are available if required.
The Club offers the availability to organise football coaching for boys and girls in schools, youth and junior teams.
The Club will support and work with outside agencies, especially disadvantaged groups (disabled, ethnic minorities and the unemployed.)
Regarding anti-racism initiatives, the Club supports the aims of leading initiatives such as "Kick Racism Out Of Football" to tackle problems of racism in the game.
The Club supports local charities and national worthy causes.
The Club supports pre-arranged stadium tours to all interested parties.
The Club supports community and schools events via player’s visits whenever possible.
The Club operates a Football Partnership in association with Swindon College.
The Club has an affiliation with the Gloucestershire County Council and supports the government Playing for Success initiative who has an office/learning centre based at the club.
Ticketing FGRFC recognises the importance of its supporters and is committed to providing the best possible value for money service. The Club continues to strive for a wider audience to matches by offering a broad range of ticket prices.
The Club operates a Season Ticket scheme, pre and mid season, for a limited period and which are available at preferential rates.
Concessionary price tickets are available for Senior Citizens, aged 65 and over, Children under 16 years and Students in full time education.
Disabled fans are required to pay the normal entry price, dependant upon age and status. Where a Personal Assistant or Carer is required to accompany the disabled person, the Assistant/Carer shall be permitted free entry.
Home League Matches – entry will normally be available on the day of the match, via the usual turnstile operators. Where demand is expected to be high for a particular match, the Club will make an appropriate announcement via all relevant media, including the Official Club Website, Match Day Programmes, local press and radio.
Cup Matches – Entry prices for Cup matches will be determined and published after consultation with the visiting club and the football authority having jurisdiction over the cup competition. The Club reserve the right to make ANY match ALL PAY/ALL TICKET and in such cases where it is necessary to sell tickets in advance, the Club will announce the ticketing policy, which initially will be based around allocation to season ticket holders and other membership schemes that may be operating at the time, prior to tickets being offered for general sale.
Postponement/Abandonment of Matches Where any match is postponed prior to kick off, monies will be refunded to those who have paid cash to enter.
If the match is abandoned prior to half time then those having paid cash to enter will be issued upon leaving with a refund ticket, which will entitle the holder to re-enter for the re-arranged match without further charge.
Within 7 days of the abandonment the holder of a refund ticket may apply in writing or in person to the club for a refund of the amount paid to enter. Such will only be permitted upon production of the refund ticket, so as to check authenticity of the claim.
Should the match be abandoned once the first half has concluded then no refund will be available and any rearranged match will be subject to the normal practices which are in place and already referred to earlier.
Such regulations will not affect any season ticket holder or other entrant unless they have proof that they had paid to enter for the match in question.
Those claiming any refund or ticket under these regulations can only do so for themselves, except in the case of a parent/guardian or carer. Where there may be a dispute then the lowest entry price, for the match in question, will be refunded.
Cup competitions, dependant on the rules, may be dealt with in a different manner but such will be subject of an announcement at the time of the postponement or abandonment, before those in attendance leave the stadium.
FGRFC does not charge admission prices to supporters of visiting clubs higher than those charged to its own supporters for comparable accommodation.
Board of Directors Forest Green Rovers Football Club December 2007 |
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