Forres Mechanics Football Club
Customer Charter

1. PURPOSE

The Customer Charter sets out the commitment of Forres Mechanics Football Club to give our supporters a safe and enjoyable experience of football.

1.1 Ticket Sales

We are committed to providing access to our matches by offering:

  • Ample access to games at Mosset Park Stadium for non-season ticket holders. For all-ticket matches, non-season ticket holders will be able to purchase tickets after the initial requirements of season ticket holders have been met.
  • A range of season ticket and individual match ticket prices, including concession prices for schoolchildren and senior citizens (over 60).
  • Support for disabled customers and their carers. Dedicated, easily accessible areas are available in both home and away standsto disabled/visually impaired supporters and their carers.
  • Tickets for Cup competitions priced according to the status of opposition with season ticket holders able to purchase their own seat prior to general sale.
  • To abide by the rules and ground regulations of football’s governing bodies regarding the allocation of tickets to visiting clubs.

In the event of a fixture being abandoned before half time, a full refund of the purchase price will be given.

2.0 COMMUNICATION

We are committed to ensuring that our supporters are kept informed by:

  • Consulting our supporters on a regular basis through meetings and on-going direct communication.
  • Communicating changes in policy and business practices via most effective forms of communication – internal and external e.g. customer information packs, match day announcements and e-mail.
  • Continuing to develop ways to consult key stakeholders including members, sponsors, local authorities and other interested parties.
  • Giving the earliest possible notice of any changes to our ticketing policy.

Undertaking to keep supporters informed as to fixture changes by providing fixture lists at start of the season, on-going updates through the media, the supporters website and e-mails to season tickets holders and other mailing lists.

3.0 CATERING

We are committed to ensuring that the highest standards of on-site catering are provided by:

  • Subcontracting our catering service for both fast food outlets and hospitality. This outsourcing will ensure a fresh approach, quality and service to our consumers.
  • Offering a wide range of hospitality products to meet both individual and corporate budgets, with the highest level of quality and service throughout.

4.0 MERCHANDISING

We are committed to ensuring that all merchandise sold by the club is of good quality and value for money by:

  • Planning for all replica strips to have a lifespan of at least two seasons unless changes are enforced due to contractual obligations.
  • Providing early details of the next intended change of both Home and Away strip, including the launch date of each new strip as soon as it is known.
  • Offering refunds and exchanges on merchandise beyond our legal obligations.
  • Not knowingly purchasing goods or merchandise from any supplier or manufacturer who does not fully comply with the labour, safety and other relevant statutory instruments of the countries of manufacture with regard to age of employees, health and safety of employees, hours of work and minimum wages.

5.0 CUSTOMER SERVICE

We are committed to providing the highest level of service to our customers by:

  • Continually monitoring the service we provide for our supporters.
  • Reviewing and changing our processes to achieve the highest possible level of service to all our supporters.
  • Treating all our customers in a professional and courteous manner at all times.
  • Responding to any contact from a supporter within fourteen working days, unless circumstances dictate otherwise.

6.0 INFORMATION

For further information please write to us at:

Forres Mechanics Football Club

Mosset Park

Lea Road

Forres

IV36 1AU

Reviewed March 2017

Review Date March 2018