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Customer Charter

Chesterfield Football Club Customer Charter

Chesterfield FC is the fourth oldest football club in the country and moved to its new 10,000 all seater Stadium at the start of the 2010/11 season. Outlined below are our principal policies and commitments to ensure complete transparency and accountability.

Club Ownership

Chesterfield Football Club is the trading name of CFC (2001) ltd, which is a Limited Company owned by its shareholders and run by a Board of Directors.

Club Objectives

Chesterfield Football Club aims to be a source of civic pride in the town of Chesterfield by: 

- Playing professional football at the highest level possible.

- Managing the club professionally so as to ensure a sustainable future for top class sport in the town.

- Participating in the football league campaign “Enjoy the match” by eradicating anti-social behaviour specifically in the family areas of the ground making the match day experience more appealing to all supporters especially families.

- Providing a facility which will attract visitors to the town and create education, training and employment opportunities.

- Provide excellent customer service in all departments of the club.

Customer Service

Customers are encouraged in the first instance to take up their query, complaint or concern with the relevant department of the Club. 

If the matter cannot be resolved verbally the issue should then be submitted in writing to the Customer Services Manager.

Letters should be addressed to: 

Stephen Kerry

The Proact Stadium

1866 Sheffield Road

Whittington Moor

Chesterfield

S41 8NZ

E-mails should be sent to stephenkerry@chesterfield-fc.co.uk 

A Customer Complaint Form is available from reception. 

Following recent Government changes relating to the 2015 Alternative Dispute Consumer Regulations the IFO sought, and was granted, accreditation as a certified Alternative Dispute Resolution (ADR) body, to ensure both its Ombudsman status and role within football’s complaint system was retained. With effect from 1st July 2016, The IFO’s ADR status will mean a change to the current football complaints process.

Under the new ADR system, supporters can refer any complaints straight from club to IFO stage, removing the requirement for a formal governing body stage. Clubs are therefore required to reflect these changes within their complaints procedures and Customer Charter for the forthcoming 2016/17 season (e.g. remove reference to EFL).

Zero Tolerance

Chesterfield Football club has adopted a zero tolerance policy regarding racism, violence, physical and verbal abuse at the Proact Stadium.

The board of directors are committed to ensuring the workplace is a safe and pleasant environment for staff and visitors alike.

All visitors are expected to behave in a reasonable manner. Violent, racist or aggressive behaviour both physical and verbal will not be tolerated and action will be taken against any person acting in such a manner.

The club actively participates in the Football League’s Enjoy The Match campaign which encourages the family areas of the ground to be a safe and friendly environment to be enjoyed by all the family. Anyone experiencing foul or abusive language in these areas should report it to the nearest steward.

No Smoking Policy

The Proact stadium is a no smoking area. Smoking is only permitted on the perimeter of the Property.

Staff Conduct

All staff whether full-time, part-time, or match day staff have a duty to act as ambassadors for Chesterfield FC with a duty for supporter care and attention.

If a supporter has a problem with any member of Chesterfield FC staff, the matter should be referred in accordance with the procedures outlined above.

An Equal Opportunities Policy operates at Chesterfield Football Club. The Club does not allow discrimination against any individual or group on the basis of sex, sexual orientation, age, religion, race, nationality, ethnic origin, disability, nor does it permit harassment of individuals or other discriminatory behaviour whether physical or verbal and will work to ensure that such behaviour is met with appropriate disciplinary action whenever it occurs.

Chesterfield Football Club is committed to briefing staff on key issues so that they may answer the majority of supporters' queries. If they are unable to do so they will refer the matter to the relevant person responsible.

The club will work with the stewards to ensure that spectators act in a reasonable manner and will not tolerate racial or sexual comments towards players, staff or fellow supporters. Staff will ensure that the provisions of the ground rules are complied with.

We actively search for ways to improve facilities, merchandise and service in a continuing drive to make every visit to the Proact Stadium efficient and enjoyable for our supporters, whose loyalty is recognised and appreciated.

Supporter Conduct

The club wants supporters to be part of the passion at the Proact Stadium in a safe, secure and enjoyable environment. The club is committed to preventing people from behaving in a manner likely to jeopardise the safety or enjoyment of others, and from bringing discredit to Chesterfield Football Club.

If the club becomes aware of any person having been convicted of a football-related offence or having been in breach of any of the Club's ground regulations, a decision will be made as to whether that person will be subject to a ban.

Each case will be judged on its own merits and the length of any ban will depend on the severity of the offence and/or the breach of the club's ground regulations.

Safeguarding Children Policy- Match Day

Chesterfield Football Club is committed to providing a safe environment for all supporters.

It has come to our attention that a small number of young children are entering the stadium unaccompanied by an adult for the duration of the match

All children aged 12 and under attending a match at the Proact Stadium must be accompanied by a responsible adult for the duration of the game.

This policy has been introduced to safeguard our younger fans in the event of an emergency on match day.

Any children who become separated from family or friends should approach a uniformed steward who will take the appropriate action.

If children enter the stadium unaccompanied, the club reserves the right to treat them in the same manner as older supporters, including ejecting them from the stadium if they are in breach of the ground regulations.

Disabled Supporters

The stadium has spaces in each of the stands for supporters in wheelchairs and their carers.

Each of our concourse bars have a lowered serving point suitable for wheelchair access.

We offer disabled supporters a free carer’s ticket if they are on the higher or middle rate of disability allowance. This will only be given on production of eligibility from the department of work and pensions.

The club offers a radio commentary on match days for our visual impaired supporters. These can be picked up from the main reception for a small deposit.

The club has a disabled coordinator who is always available to answer any questions or concerns our disabled supporters may have.

Consultation and Information

The Chesterfield FC official website – www.chesterfield-fc.co.uk – has up-to-date news 24 hours a day and this is supported by the club’s social networking channels, Facebook and Twitter.

The club is committed to keeping its supporters informed and publicises its position on major policy issues in the match day programme, local media and club website.

The club gives the earliest possible notice through the match day programme, local media and club website of any change in its ticketing policy and the reason for the changes.

As a club we are constantly striving to improve our relationship with our fans. Last season we introduced a new fans forum which met regularly throughout the season.

The club has a supporter liaison officer who can be contacted on 01246 269300 ext 4122 or by e mail at stephenkerry@chesterfield-fc.co.uk

STADIUM

The stadium offers full catering facilities on match days in each of the four concourses. These include hot and cold food and drinks including locally sourced Jackson’s pies and Brampton Brewery real ale.

The club also offers match day hospitality through membership of the DCJ Group Spires Restaurant, Brampton Brewery 1866 Lounge and the Club Taxis Vice Presidents lounge in the main West stand. Single matchday hospitality can be bought in the DCJ Group Spires Restaurant, which includes a 3 course meal, stadium tour and padded seats right outside the lounge.

Stewards are always on hand to help with any situation which may arise including crowd control and evacuation.

There are St. John’s ambulance personnel situated around the ground clearly visible to attend to any First Aid needs of our supporters.

Link to Ground Regulations

Stadium Car Parking

The club operates a permit only car at the stadium however there are several free parking spaces for pedal cycles.

Cars are parked at owners risk and must be parked in marked bays and clearly display the parking permit.

The club asks that supporters travelling by car do so by parking in appropriate places and be respectful to the needs of the clubs neighbours.

Ticketing

Link to Ticketing policy

Pricing

The club continues to strive for the wider access at matches by offering a broad range of ticket prices. The prices for League matches are announced prior to the start of the season.

The club operates a scheme to pay for half season tickets during mid-season to accommodate additional interest promoted by the success of the team.

Alloaction

At least 5% of tickets to each game are available to non- season ticket holders.

Concessions

The club sells tickets in three categories. Adults 21 and over. Concessions for 65 and over and 17-20 year olds. Juveniles 16 and under.

The club provides an area of the ground for the exclusive use of family groups and junior supporters known as the Family Stand. Children under 7 are admitted to this area of the ground at a reduced rate.

Away Matches

The allocation of away tickets is usually sufficient to accommodate all our travelling fans but season ticket holders then member card holders have priority when in limited supply for league and cup matches.

Cup Competitions

The pricing policy is dependent upon the competition and status but is usually in accordance with our League fixtures.

Returns/Refunds

The club undertakes to give a full refund on all unwanted tickets, returned at least 48 hours prior to kick-off.

If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game. If a match is abandoned before half time, spectators are entitled to half price admission to the re-arranged game. If a match is abandoned after half time no refunds are available.

Accommodating Away Supporters

The club abides by Football League 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 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 away stand has facilities for 2,088 supporters. A further 1,112 seats can be segregated for use by away supporters in the Spencers Solicitors Community East Stand.

Tickets will be sent in advance to clubs for advance sales to alleviate queuing on the day subject to normal football league regulations.

Merchandise

The club undertakes research on the design and number of new strips in conjunction with its manufacturers.

Details of the next intended change of strips will be available from the Club Shop 

The club offers refunds on merchandise, deemed to be defective, purchased in its official retail outlets in accordance with its legal obligations.

Merchandise returned for other reasons will receive a full refund if returned within 14 days of purchase, has a valid receipt, and is returned unused and in a re-saleable condition.

In the event that a customer is unable to provide a receipt, the Club will exchange the item or provide a credit note to the current retail value.

The club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

Data Protection

Chesterfield Football Club maintains the privacy and security of customer details held on record in accordance with the Data Protection Act 1998.

Customers are given the option to opt out of receiving any correspondence from Chesterfield Football Club on all forms of data capture.

Chesterfield Football Club does not pass on any information to thirrd parties.

Community Activity

Chesterfield Football Club continues to develop ways of supporting the local community through partnerships developed by the Chesterfield FC Community Trust, a registered Charity.

In September 2013 The Community Trust opened its state-of-the-art community facilities adjacent to the East Stand at the Proact Stadium. Through partnership working, it will provide a wide range of activities and programmes in facilities such as a large Soft Play area for children, a multi-purpose sports and community room, meeting rooms, a fitness gym and healthy living resource for all ages, a hydrotherapy and swim analysis pool for rehabilitation and swimming development, a classroom resource centre for local education, a cafe and much more. There will also be a Changing Places Accessible Toilet, providing facilities for people with disabilities and which will be the first in North Derbyshire.

The Trust is increasingly becoming the catalyst for other community projects in Chesterfield and the surrounding area using football, sport and the Chesterfield FC brand.

The Trust manages most of the community elements of the Club’s work. It has core themes of Sport & Physical Activity, Education, Health and Community Cohesion and in support of these themes, they visit schools and organise soccer and sport courses after school, on Saturday mornings and during school holidays. In addition they support the Senior Spireties, Walking Football and Walking for Health, Winning Mentality, Chester’s Match Day Club, Cycling, Holiday Clubs, the Heritage Group and deliver BTEC and other Education Programmes. They also organise Birthday Parties at Chester’s Den and deliver a holiday play schemes throughout North East Derbyshire.

The club aims to actively integrate its community activities and as a result the Community Trust arranges player appearances, fundraising activities and coordinates all charitable donations.

Customer Charter

This is available from the ticket office, the Club Superstore and on the official website