1.1 Middlesbrough Football Club continues to strive for wider access to matches by offering...
1.1.1 A broad range of ticket prices to suit all supporters.
1.1.2 At least 5% stadium capacity is available to non-Season Card holders to purchase matchday tickets.
1.1.3 Concessions are available for supporters aged under-18 and over-65 in every area of the stadium, both on a match-by-match and Season Card basis.
1.1.4 Concessions are also available on Season Cards for supporters aged 21 and under in the South Stand, South West Upper and North West Upper corners.
1.1.5 A designated family area, the Generation Red Family Zone, is available in the East Stand. It is recommended as an enjoyable area for any new families to watch the match.
1.1.6 Additional concessions are available on Season Cards for supporters aged 18 and under in the Generation Red Family Zone.
1.2 The Club provides a wide range of facilities for disabled supporters and positively encourages our Disabled Supporters Association.
1.3 Our Disabled Supporters Liaison Officer is Liam Hamilton who can be contacted on 0844 499 1234
1.4 If a match is abandoned after spectators are admitted to the ground, but before kickoff, ticket holders are entitled to free admission to the re-arranged match. If a match is abandoned after kick off supporters are entitled to half-price admission to the re-arranged match on production of matchday ticket stub.
1.5 A finance payment plan is available Season Cards holders.
1.6 Tickets for cup competitions are priced in agreement with the opposition. Where time allows, tickets are allocated for sale first to Season Card holders, then to Boro Pride members and finally to the general public.
1.7 Refunds will only be considered if the ticket is returned to the Ticket Office no later than 24 hours prior to kick-off. No refunds are given after game commences.
2 AWAY SUPPORT
2.1 The Club's supporters are allocated tickets for away matches as follows: Tickets are offered to Season Card holders first. For high profile fixtures, or where tickets are limited. This may be further subdivided based on how long any individual has been a Season Card holder. Subject to availability, tickets will then go on sale to Boro Pride members and, following this, general sale.
2.2 Visiting supporters are not charged a higher price than home supporters. Concessions (under-18/Over-65) apply regardless whether the opposing club offers the same to MFC supporters.
2.3 The Club abides by the Football League regulations governing the allocation of tickets to visiting clubs.
3 LOYALTY AND MEMBERSHIP
3.1 The Club rewards the loyalty of Season Card holders through the following means:
3.1.1 All Season Card holders receive a patron number prefixed with a letter which indicates how long they have been a Season Card holder. Should Middlesbrough qualify for a high profile cup tie such as a semi-final or final, tickets may be sold giving priority to those who have held Season Cards the longest, using the letters prefixing patron numbers for guidance.
3.1.2 All Season Card holders receive considerable cash saving over the course of the season, compared to supporters who purchase tickets on a match-by-match basis.
3.1.3 Other benefits and savings, such as a free drink per league match for all adult Season Card holders, retail and Sunday lunch discounts as well as priority events.
3.2 The Club runs a membership club called Boro Pride for supporters of all ages. Benefits of Boro Pride include:
3.2.1 Savings over non-members match prices of at least £2
3.2.2 No online or telephone booking fees
4 CONSULTATION AND INFORMATION
4.1 The Club consults supporters on a regular basis through a variety of formats. These include regular meetings between the Supporter Services department and the Chairman and/or Secretary of the Official Supporters Club and regular attendance of Club Officials at Official Supporters Club Q&A meetings.
4.1.1 The Club also has a system of fan engagement meetings. This channel is used to liaise with fans regularly throughout the year. To get involved please email firstname.lastname@example.org.
4.2 The Club actively publicises its position on major policy issues in an easily digested format in the Club programme, official website and via press releases to the local and national media.
4.3 The Club has and continues to develop ways to consult with sponsors, the local authority and other interest parties.
4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and reasons for the changes via the Club programme, official website, advertising in the local media and via press releases to the local media.
4.5 The Club has a designated Supporter Services department which promotes customer service excellence across all areas and departments.
4.6 The Club's Head of Communications and Supporter Services is Paul Dews who can be contacted on 0844 499 6789
4.7 The Club will also provide information, as appropriate, via its official Facebook and Twitter services.
5 COMMUNITY ACTIVITY
5.1 The Club plays a strong role in the local community which supports it and takes seriously its role at the heart of the community. Its designated community arm is called the MFC Foundation.
5.1.1 MFC Foundation aims to raise aspirations in the local community through education, sport and health. Young people and adults are given the opportunity to attend courses at the stadium and The Herlingshaw Centre to engage in business and enterprise courses, health education - focussing on promoting healthy lifestyles and sport and exercise delivery.
5.1.2 The Foundation provides opportunities for young people and adults to maximise their potential to achieve. Participants from the community can gain accreditations to improve their employability, team work and confidence.
5.2 The Club actively supports the fundraising efforts of local charitable and other good causes.
5.3 The Club is regularly committed to nominating local "Chosen Charities" for special fundraising and publicity help for a full season.
5.4 The Club actively supports the local community by arranging for players and Club mascot, Roary the Lion, to attend community events.
5.5 The Club actively supports diversity and inclusion through messages via its Club programme, official website, matchday PA system, concourse TV system and press releases to the local and national media. It is further committed towards helping to stamp out hate crime and intolerance by supporting other efforts in the community and taking a strong stance against all forms of abuse and anti-social behaviour at the Riverside Stadium.
5.6 The Club actively promotes cultural awareness amongst its staff by engaging with key local organisations.
6.1 Replica strips will continue to be changed on a seasonal basis.
6.2 The Club attaches swing tickets with launch and sell by date.
6.3 The Club offers refunds on merchandise in accordance with its legal obligations.
6.4 MFC merchandise is only available through MFC Official retail outlets and the MFC official website.
6.5 Details of the next intended change of kit are available from the Club shop.
7 POLICIES AND VALUES
7.1 The Club’s Core Values of Humility, Respect and Honesty are central to our operation. The Club encourages its staff and supporters to openly practice these values.
7.2 The Club has a Spectator Safety Policy to ensure the best standards of supporter safety at matches.
7.3 The Club has an employee handbook that outlines our non discrimination policy.
8 CUSTOMER SERVICE
8.1 The Club responds to any contact from a customer within a maximum of seven working days.
8.2 The Club responds to contact from customers by letter, e-mail and/or telephone. If a customer requests a response in writing, they will always receive one. When it is considered appropriate, they will also receive a telephone call.
8.3 Our primary contact details are:
Post: Middlesbrough Football Club, Riverside Stadium, Middlesbrough TS3 6RS
Telephone: 0844 499 6789
8.4 All contact from customers will be responded to by the head of the relevant department. Where appropriate, there may also be contact by the Head of Communications and Supporter Services, Chief Operating Officer or Chief Executive.
8.5 The Club actively encourages fans' feedback, comments, views or complaints about the Club, its staff or activities. Supporters can contact the Club's Head of Communications and Supporter Services, Paul Dews, about any issues.
8.6 The Football League Customer Services Department can be contacted should the correspondent not be satisfied by the Club's response. The League contact details are: The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire, PR2 2YF, email: email@example.com
, telephone: 0844 335 0183
8.6 Should the correspondent not be satisfied by the Football League's response then the next point of contact is: The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ