SUPPORTERS’ CHARTER

1 GROUND ACCESS AND TICKET SALES

IN ACCORDANCE WITH GOVERNMENT GUIDANCE THERE WILL BE REDUCED CAPACITY AT THE RIVERSIDE STADIUM FOR THE 2020/21 SEASON. TO ACCOMMODATE THIS SUPPORTERS MAY NOT BE SEATED IN THE SEAT THEY SELECTED AT PURCHASE AS DETAILED IN THE CONDITIONS OF ISSUE.

SPECTATORS MUST COMPLY WITH THE SPECTATORS’ CODE OF CONDUCT AND SOCIAL DISTANCING MEASURES IN PLACE FROM TIME TO TIME. 

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 concessions are available in every area of the Ground, both on a Match-by-Match and Season Card basis for supporters aged 21 years or under and 65 years or over on 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.

1.2 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 929421 or email supporters@mfc.co.uk

1.4 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date. The dates and/or kick off times of all Matches during a season are subject to change for any reason including, without limitation, rearrangement due to television broadcasting or cup competition requirements or on the advice or imposition of any Governing Body, the government or any regulatory body. The Club reserves the right to reschedule any Match without notice and without any liability whatsoever. Your Season Card will enable you to attend the re-arranged Match.

1.5 In respect of any Matches played behind closed doors on commencement of the 2020/21 Season prior to the first date on which spectators are permitted entry to the Ground, you will be entitled to attend the next Cup Match played at the Ground (to the equivalent number of League Match(es) played behind closed doors pre-spectator entry), subject to you having a valid Season Card in respect of the Season during which the Cup Match(es) are played. For the avoidance of doubt, if you have not renewed your Season Card for the Season during which the Cup Match(es) are played you will not be permitted entry to the Cup Match(es). This provision applies only to Match(es) played behind closed doors prior to the date on which spectators are granted access to view Match(es) at the Ground during the 2020/21 Season. 

1.6 In the event during the 2020/21 Season, of the Match(es) remaining behind closed doors or the capacity being restricted below the total number of Season Cards sold the Club shall in its absolute discretion determine who shall be given priority for allocation of a seat for any Match and what will constitute a reasonable alternative to the use of the Season Card for a particular Match.

Save as set out in this clause 1.4 to clause 1.6 above, 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. 

1.7 An instalment payment plan is available for Season Card purchases subject to the necessary credit checks. Such finance arrangement will be made with a third party finance provider in an independent contract between you and the third party finance provider. Our current finance provider partner is V12 Retail Finance Limited. You will be directed to their website to complete the V12 Retail Finance Limited application form. Approval is at the sole discretion of V12 Retail Finance Limited and any agreement entered into will be V12 Retail Finance Limited terms and conditions and in accordance with their privacy policy. The Club is not party to this finance arrangement.

1.8 Tickets for cup competitions are priced in agreement with the opposition and in accordance with competition rules.

1.9 Refunds or exchanges are not permitted on Match tickets or Season Cards. 

2 AWAY SUPPORT 

2.1 As a result of the reduced capacity of stadiums during the 2020/21 Season, no guarantee can be given that the Club will receive an allocation of tickets for away games. This is at the discretion of the away Club in each case.

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.

3.2 All ticket holders are bound by the Conditions of Issue of tickets, the Ground Regulations and the Spectators’ Code of Conduct (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, or failure to comply with social distancing measures in place from time to time or to provide accurate contact details, 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 supporters@mfc.co.uk. 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 current Season Card holders and Season Card holders from the 2019/20 Season may have priority rights to purchase any available tickets for Matches whenever possible during the 2020/21 Season as deemed appropriate by the Club, subject to capacity restrictions and other measures in place to mitigate the risk of COVID-19.

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 https://www.mfc.co.uk/supporter-services/supporter-information/season-card-holders-benefits-and-rewards

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 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 (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 supporters@mfc.co.uk or by phone on 01642 757648.

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 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 here.

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 'Inspire Confidence, Inspire Hope' to support individuals and groups in the local community through courses supporting education and employability, health and wellbeing, inclusion and community cohesion and sport and physical activity. Young people and adults are given the opportunity to attend courses at the Ground, at the Herlingshaw Centre and in the community to raise aspirations. 

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 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.

7.5 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.

7.6 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.

7.7 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 Supporter Services, Riverside Stadium, Middlesbrough, TS3 6RS.

8.3 Your name and contact details may be provided to government or NHS contact tracing services on grounds of public health.

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.

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:

Email: safeguarding@mfc.co.uk

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:

Email: supporters@mfc.co.uk

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.