Supporters' Charter

1 Stadium Access and Ticket Sales

1.1 Middlesbrough Football Club (the “Club” or “MFC”) promotes wider access to matches by offering:

1.1.1 A broad range of season card and ticket prices to suit all supporters which can be viewed here

1.1.2 At least 5% stadium capacity is available to non-season card holders to purchase tickets on a match-by-match basis.

1.1.3 Concessions are available in every area of the stadium, both on a match-by-match and season card basis for supporters aged 17 years or under and 65 years or over at the 1st August in respect of the season for which the season card or match-by-match ticket is being purchased.

1.1.4 Concessions are also available on season cards for supporters aged 21 years and under in the South Stand, South West Upper and North West Upper corners.

1.1.5 A designated family area, the Everyone Active Generation Red Family Zone (the “Family Zone”), is available in the East Stand. It is recommended as an enjoyable area for any families, in particular new family spectators, to watch the match. Season cards and match tickets are only available to family groups. Family groups may consist of a maximum of four children to one adult, or a maximum of two adults to one child.

1.1.6 Additional concessions are available on season cards for supporters aged 17 and under in the Everyone Active Generation Red Family Zone.

1.2 The Club provides appropriate facilities to assist disabled supporters and positively encourages our Disabled Supporters Association. The Club is committed to ongoing improvement of facilities and feedback and suggestions for improvement are welcomed. The Club also follows up on opportunities identified through the regular accessibility audits.

1.3 Any enquiries, concerns, or suggestions for improvement to our facilities for disabled supporters are welcomed and should be addressed to our Disability Access Officer who can be contacted on 01642 757691 or email supporters@mfc.co.uk .

1.4 In the event of the postponement or abandonment of the match, supporters will be entitled to receive an equivalent ticket for the subsequent re-arranged match via such application procedure as the Club stipulates. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs. Season card holders shall be entitled to free admission to the re-arranged match with their season card.

1.5 An instalment payment plan is available for season card purchases subject to the necessary credit checks.

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 the general public.

1.7 Refunds or exchanges are not permitted on match tickets or season cards.

2 Away Support

2.1 The Club receives an allocation of tickets for away games in accordance with the rules of the League in which it is participating. The Club will then allocate tickets for its own supporters to purchase for away matches as follows:

A limited number (maximum 100) to Away Day Members (Away season card), before open sale to all season card holders. Subject to availability, tickets will then go on general sale.

2.2 The Club abides by the Premier League or EFL Rules (subject to the league in which the Club is participating) governing the allocation of tickets to visiting clubs.

3 Ticketing

3.1 A non-refundable booking fee applies to all bookings with the exceptions of season card holders activating their cards for home Cup Games. More information.

3.2 All ticket holders are bound by the Conditions of Issue of tickets and the Ground Regulations (together the “Regulations”). Should a ticket holder be found to be in breach of or non-compliant with any of the Regulations, i.e. an adult entering the Stadium with an invalid or concession ticket they are not entitled to use, the Club shall have the right to take the necessary and appropriate action as set out in the Suspension and Banning Policy, a copy of which is available on request by emailing supporters@mfc.co.uk . This policy allows the Club to maximise safety at matches and improve and protect the match experience for the supporters and spectators. The Club shall also have the right to share any relevant information regarding any such breach or non-compliance with the Police, Football Authorities and other Football Clubs and relevant venues if applicable.

More information on ticketing

4 Membership Rewards And Offers

4.1 The Club rewards the loyalty of season card holders through the following means:

4.1.1 All season card holders receive a cash saving over the course of the season, compared to supporters who purchase tickets on a match-by-match basis.

4.1.2 Season card holders have priority rights to purchase tickets for high demand games whenever possible.

4.1.3 The Club endeavours, as an on-going consideration, to negotiate/agree and obtain benefits (such as discounts) from Club partners and suppliers for the benefit of Club supporters. A list of current benefits can be found on the Club website under Season Card Holders' Benefits & Rewards page.

5 Consultation and Information

5.1 The Club consults supporters on a regular basis through a variety of formats. These include regular meetings between the Supporter Services Department and our supporter groups with regular attendance at their meetings. In addition, Club representatives are invited guests at the regular meetings of the Middlesbrough Supporters Forum.

5.1.1 The Club also has a system of fan engagement meetings. This channel is used to liaise with diverse groups of fans throughout the season. To get involved please email supporters@mfc.co.uk .

5.2 The Club publicises its position on major policy issues in an easily digested format in the Club programme, official website, social media channels and via press releases to the local and national media.

5.3 In addition to supporter groups, the Club engages in and welcomes opportunities to consult and discuss relevant topics with all stakeholders including sponsors, partners, local authorities, and other regional organisations and service providers having an interest in the activities of the Club.

5.4 The Club gives the earliest possible notice of any changes to its ticketing policy via the Club programme, official website, social media channels and, where applicable, via press releases to the local media.

5.5 The Club has a designated Supporter Services Department which promotes customer service excellence across all areas and departments. Supporter Services can most easily be contacted via email at supporters@mfc.co.uk or by phone on 01642 757713.

6 Merchandise

6.1 Replica strips will be changed on a seasonal basis in accordance with the change in Club strip.

6.2 Details of the next intended change of kit will be announced via the club website and social media.

6.3 The Club attaches swing tickets with launch and sell by date.

6.4 The Club offers refunds on merchandise in accordance with its legal obligations.

6.5 MFC merchandise is only available through MFC Official retail outlets and the MFC Official website. MFC merchandise purchased from any other outlet or source is potentially counterfeit or unauthorised and should be reported to the Club. The Club actively seeks to enforce its rights against anyone who produces and/or offers for sale counterfeit or unauthorised MFC merchandise.

6.6 The Club has a zero-tolerance approach to modern slavery and is committed to acting ethically and with integrity in all its business dealings and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place in its supply chains.

For further information on products available from MFC Retail

7 Community Involvement

7.1 The Club is proud to play a strong role in the local community that supports it and takes seriously its role at the heart of the community. Its designated community arm is called the MFC Foundation (“Foundation”).

7.1.1 The 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, training sessions and other activities from time to time - focussing on promoting healthy lifestyles, sport and exercise delivery.

7.1.2 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.

7.2 The Club actively supports the fundraising efforts of local charitable and other good causes.

7.3 The Club provides support to a number of selected local charities for special fundraising and publicity help during each season.

7.4 The Club actively supports the local community by arranging for players and Club mascot, Roary the Lion, to attend community events.

7.5 The Club actively promotes equality, diversity and social inclusion through actions and communications via the Club programme, official website, social media channels, match day PA system, concourse TV system and press releases to the local and national media. The Club also encourages suppliers and partners to adopt similar programs and sponsors a number of other groups, schools and organisations in promoting equality and diversity. 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 Stadium.

7.6 The Club actively promotes cultural awareness amongst its staff by engaging with key local organisations.

8 Policies and Values

8.1 The Club’s Core Values of Honesty, Respect and Humility are central to our operation. The Club encourages its staff and supporters to openly practice these values.

8.2 The Club has in place a Spectator Safety Policy which outlines the Club’s responsibility towards spectators attending the Stadium to view a match or event to ensure the best standards of supporter safety at matches.

8.3 Having been awarded the Preliminary Level Equality Standard by the Premier League in March 2016. we are now working towards achieving the Premier League Intermediate Level.

9 Safeguarding

9.1 As a club we are committed to providing a first class Safeguarding Service, for everybody involved in football or other activities at the Club.

We take our responsibilities for the safeguarding of vulnerable groups seriously and continuously strive to improve our performance. We are totally committed to;

  • Creating a safer culture for all visitors and staff;
  • Promoting and encouraging early reporting of safeguarding concerns;
  • Dealing with safeguarding issues proportionately and fairly;
  • Developing systems to prevent harm to vulnerable groups.

If you have any concerns about your safety or the safety of a child or vulnerable adult, (Vulnerable Groups) who engage in Club activities you can contact the Head of Safeguarding or a member of the safeguarding team:

Email: safeguarding@mfc.co.uk

Telephone: 01642 757691

10 Customer and Supporter Services

10.1 The Club endeavours to respond to any contact requiring a response from a supporter or customer within a maximum of seven working days.

10.2 The Club may respond to contact from supporters and customers by either letter, email and/or telephone. If a supporter or customer requests a response in writing, they will always receive one. When it is considered by the Club appropriate, they will also receive a telephone call or be invited to a meeting with the relevant Club personnel.

10.3 Our primary contact details are:

Email:supporters@mfc.co.uk

Post:Head of Supporter Services, Middlesbrough Football Club, Riverside Stadium, Middlesbrough TS3 6RS

Telephone: 01642 757648

10.4 All contact from supporters or customers will be responded to by the head of the relevant department. Where appropriate, there may also be contact by the Head of Supporter Services, Chief Financial Officer or Chief Executive.

10.5 The Club actively encourages supporters’ feedback, comments, views or complaints about the Club, its staff or activities. Supporters can contact the Club via the details above about any issues.

10.6 Should the correspondent not be satisfied by the Club’s response the next point of contact is: The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ or website www.theifo.co.uk.