Fans Charter

Customer Charter

Motherwell Football Club (“The club”) recognises the special relationship between the club and its supporters. It also recognises and respects the invaluable contribution that supporters make to the life of the club.

As such, the club will make every effort to ensure that Motherwell supporters are provided with a responsible role in the affairs of the club. The club will additionally ensure that its policies and practices are open, accessible and communicated as effectively as possible with its supporter base.

The club also recognises that it holds a special position within the local community and has a responsibility to initiate and promote community based schemes and facilities, and to enhance the image and reputation of the community in which it serves.

The club is committed to providing a quality service by professional and caring staff, with customer satisfaction being the focus of all of our activities. The club is additionally committed to confront and eliminate discrimination whether by reason of gender, sexual orientation, race, ethnic origin, nationality, colour, religion, disability or age.

This charter sets out our policies in all of these respects and complements other specific policy documents in respect of equal opportunities, anti discrimination and anti racism. The club will conduct an annual review of its charter and associated activities, and make changes in line with guidance from the relevant governing bodies and also after consultation with its supporters.

Accessibility

The club continues to strive for wider access to matches by offering:

  • A broad range of ticket prices to reflect demand and affordability, in terms of season tickets, match day tickets and corporate packages. Season ticket holders will have the opportunity to renew their season ticket at discounted prices and have the facility to pay for these tickets by installments.
  • A substantial number of tickets to each game are made available to non season ticket holders.
  • Concessions are available for senior citizens over 60 years of age, for junior supporters age 16 and under, and for full time students.
  • Disabled and visually impaired supporters are provided with free season tickets for our PHAB Section and assistance is provided to these supporters and their carers on match days.
  • Free or reduced admission to replays of abandoned games. If a match is abandoned after spectators have been admitted to the ground, ticket holders are entitled to free admission to the re-arranged match or to a total refund. If a match is abandoned after kick off, spectators are entitled to a reduced admission charge to the re-arranged match, or a part refund. A comprehensive refund policy is on display at the ticket office.

Tickets for cup competitions are announced to supporters following discussions between the clubs. Tickets for cup matches are offered to season ticket holders and official supporters’ clubs in the first instance, and then to the general public.

As a general rule, ticket refunds are only issued in exceptional circumstances and at the discretion of the club.

Matchday

The club will endeavour to provide a safe, trouble free environment for all spectators and provide a quality service through our turnstile staff, catering outlets, stewards, and all other staff employed on match days.

In return, the club expects spectators to refrain from using foul and abusive language, taunts or gestures of a racist or obscene nature and to inform members of the security staff regarding anyone engaging in such activity.

For security and safety reasons, under the terms of our Ground Regulations, standing is forbidden in seated viewing areas, whilst the match is under way. The  club is obliged to advise any spectators in breach of this requirement to desist and failure to comply with this request may result in the person, or persons, being removed from the ground.

Away Support

The club’s supporters are allocated tickets for away matches on the same basis as that for cup competitions. The hosting club determines the cost of these tickets, however consultation with the away club may occur as appropriate.

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 also intends to offer tickets for disabled and visually impaired fans of visiting clubs at the same admission price and with the same facilities as our own fans.

The club abides by the SPL rules governing the allocation of tickets to visiting clubs

Loyalty and Membership Schemes

The club currently offers all season ticket holders the benefit of a discount on all official merchandise (excluding sale items) purchased at the official shop. The customer’s season ticket number will be required for all purchases and personal callers will be required to produce their season ticket.

Communications and Consultation

The club will consult supporters on a regular basis through meetings and dialogue with the Association of Motherwell FC Supporters’ Clubs, the Motherwell Supporters’ Trust and members of the Millennium and Vice-Presidents Clubs.

The club also intends to undertake, at appropriate intervals, questionnaires, opinion polls and suggestion schemes, to allow as many of our supporters as possible to express their views and opinions on a wide range of issues.

The club intends to initiate regular fans’ forums, in association with the supporters’ bodies mentioned above.

The club will endeavour to ensure that shares in Motherwell Football Club are made available to The Motherwell Supporters Trust, in order to provide Motherwell fans with a collectively owned shareholding in the club and to provide voting rights in the club. The Board of Directors of Motherwell also supports the principle of an elected trust representative being appointed to the Board of Directors, once an appropriate number of shares have been acquired.

The club will publicise its position on major policy issues in a concise format in the matchday programme, through the official website, through media releases and by email communication to those who subscribe to the facility – which is provided free of charge.

The club continues to develop ways to consult with shareholders, sponsors, the media, local authorities, community groups and other interested parties.

The club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

Community Activity

The club recognises that it has an important role to play in the local community, and in the wider football community, and will promote and support football based activities, educational activities, community initiatives and good causes.

The club will endeavour to ensure that young children in particular benefit from the positive influences which football can deliver in these matters.

The club will continue to develop the provision of football opportunities for girls and women’s football.

The club will support and work with outside agencies, especially disadvantaged groups, and recognises that it has a role to play in promoting local social inclusion policies. The club intends to undertake football participation and coaching schemes for people with learning difficulties and the disabled.

School visits are an important part of the club’s community programme, and these are designed to promote and encourage not only football activity, but also health promotion and social awareness activities.

The club supports community events and will encourage players to attend such events wherever possible and to participate in public appearances and activities organised by the club.

Merchandise

Both home and away replica strips designs will normally have a life span of two seasons, unless changes are enforced due to contractual obligations. It will be appreciated that changes in sponsor or manufacturer makes it impossible to guarantee a two year minimum period.

The club will communicate with supporters regarding new replica strip designs and prospective launch dates.

The club offers refunds on merchandise in accordance with its legal obligations and on production of a valid receipt.

Staff Conduct

All employees and members of staff will conduct themselves in a courteous and responsive manner in all dealings with our customers.

It is the policy of the club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, terms of employment, conditions of service and opportunities for training and promotion regardless of gender, marital status, creed or religion, colour, race, disability, sexual orientation, or ethnic or national origin.

The club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients and suppliers. The club has an anti discrimination policy that lays out its commitment to eliminate all discriminatory behaviour, together with an anti racism policy which is designed to provide clarity to employees, stakeholders, supporters and everyone connected with the club on the club’s attitude to racial harassment and abuse.

Customer Satisfaction

The club will strive to provide value for money in all areas of its business, seeking to achieve the highest level of service and treating all customers with respect and courtesy.

The club will respond promptly to any contact from customers. To avoid confusion and delay, any complaints should be made in writing as this will ensure that a thorough investigation, together with a documented record, is established. Verbal complaints (by telephone or in person) will be responded to courteously, but confirmation in writing of the complaint will be requested for the reasons stated above.

Any complaints should be made in writing to Motherwell Football Club, Fir Park Stadium, Motherwell, ML1 2QN.

The club will respond to complaints as quickly as possible. If it is not possible to resolve the matter immediately, an acknowledgement of the letter of complaint will normally be sent within three working days of receipt. Depending upon the nature of the complaint, or the complexity involved, the club will endeavour to forward a full response within 14 days of receipt including details of the proposed resolution.

The club will maintain a record of all written complaints received and use the information provided by this record as part of our programme to continuously monitor and improve our services.

The club will make every effort to undertake all of the policies included in this charter, however it will be appreciated that changing circumstances throughout the year may require certain adjustments to be made. Any such adjustments will be made in consultation with the bodies detailed above.

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