1 GROUND 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 five percent (5%) Ground 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 Ground, both on a Match-by-Match and Season Card basis for supporters aged 17 years or under and 65 years or over at the 1 August in respect of the season for which the Season Card is being purchased or on the Match date for which the Match-by-Match ticket is being purchased.
1.1.4 concessions are also available on Season Cards for supporters aged 21 years and under at the 1 August in respect of the season for which the Season Card is being purchased 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 supports 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 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 firstname.lastname@example.org.
1.4 In the event of postponement or abandonment of a Match (excluding any friendly or pre-season match), supporters will be entitled to receive an equivalent ticket for the subsequent re-arranged Match via such application procedure as the Club stipulates. Season Card holders shall be entitled to free admission to the re-arranged Match with their Season Card. If a friendly or pre-season match is abandoned after spectators have been admitted to the Ground, but any time before half time, a full refund of the face value of the match ticket shall be made by the Club on production by the spectator of the applicable match ticket via such application procedure as the Club stipulates. If the friendly or pre-season match is abandoned at or any time after half time, a fifty percent (50%) refund of the face value of the match ticket shall be made by the Club on production by the spectator of the applicable match ticket via such application procedure as the Club stipulates.
Save as set out in this clause 1.4, the Club shall have no further liability whatsoever, including but not limited to, any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs.
1.6 Tickets for cup competitions are priced in agreement with the opposition and in accordance with competition rules.
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. 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.
3.1 A non-refundable booking fee applies to all bookings with the exceptions of Season Card holders activating their cards for home Cup Games. For more information, please click on the following link:
3.2 All ticket holders are bound by the Conditions of Issue of tickets and the Ground Regulations (together the “Terms & Conditions of Entry”). Should a ticket holder be found to be in breach of or non-compliant with any of the Terms & Conditions of Entry, for example an adult entering the Ground 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 Conditions of Issue and the Suspension and Banning Policy, a copy of which is available on request by emailing email@example.com. This Policy enables the Club to maximise safety at matches and improve and protect the match experience for the supporters and spectators. The Club also has 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.
4 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 Matches 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 Rewards & Benefits or by clicking here
5 CONSULTATION AND INFORMATION
5.1 The Club consults with supporters on a regular basis through a variety of formats. These include regular meetings and dialogue between the Supporter Services Department and our supporter groups. In addition, Club representatives are invited guests at the regular meetings of the Middlesbrough Supporters Forum. 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 firstname.lastname@example.org
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 (as appropriate).
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, educational and charitable organisations, 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 email where appropriate and the official Club website, social media channels and, where appropriate, 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 email@example.com or by phone on 01642 757648.
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 un-authorised 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 please click on the following link:
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 Ground 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 is committed to promoting equality by treating people fairly and with respect; by recognising inequalities exist; by taking steps to address them; and by providing access and opportunities for all members of the community.
7.6 The Club's commitment is to eliminate discrimination on the basis of age, disability, sex, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, or sexual orientation.
7.7 The Club will deliver all equality activities under the umbrella campaign of RiverSideBySide and promote the brand via the Club programme, official website and on match days.
7.8 The Club will also encourage key partners to adopt the same ethos in promoting equality and diversity.
8 DATA PROTECTION
8.1 The Club is committed to protecting personal data and respecting privacy.
8.2 The Club aims to be clear when we collect personal data and not do anything that wouldn’t reasonably expect with personal data. The Club handles and processes personal data in accordance with the General Data Protection Regulation (“GDPR”), Data Protection Act 2018 and the Club’s Privacy Notice, a copy of which can be found here or is available from Support Services, Riverside Stadium, Middlesbrough, TS3 6RS.
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.
9.2 We take our responsibilities for the safeguarding of children and adults at risk 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 children and adults at risk.
9.3 If you have any concerns about your safety or the safety of a child or adults at risk, who are engaged in Club activities you can contact the Head of Safeguarding or a member of the safeguarding team:
Telephone: 01642 757691
10. CUSTOMER & SUPPORTERS SERVICES
10.1 The Club actively encourages supporters’ feedback, comments and views about the Club, its staff or activities. Supporters can contact the Club via the details below about any issues.
10.2 Our primary contact details for supporter feedback are:
Post: Head of Supporter Services, Middlesbrough Football Club, Riverside Stadium, Middlesbrough TS3 6RS
Telephone: 01642 757648
10.3 All contact from supporters or customers will be responded to by a representative of the relevant department, or where appropriate, the Head of Supporter Services. The response may be by letter, email and/or telephone and shall be made within a maximum of ten working days.
10.4 It is hoped the relevant department can resolve the issue to the supporter or complainant’s satisfaction. However, in the event that a supporter or complainant is still not satisfied with the outcome the matter may be escalated during a specific timescale directly to the Head of Supporter Services for resolution. In the event that the Head of Supporter Services has dealt with the complaint initially, he/she will escalate to the next appropriate manager if a resolution has not been found.
10.5 In the event that we are still unable resolve the matter the supporter or complainant may contact the Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ. Please visit www.theifo.co.uk for an online contact and details of the IFO role in football.