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1. Club Charter Introduction
Morecambe Football Club takes great pride in its reputation and history. Morecambe Football Club is committed to offering a community orientated experience and a high standard of customer service at all levels.
This customer charter is designed to outline how the club aims to deliver this promise. All Football League clubs are required to present a customer charter however Morecambe Football Club goes beyond the basic requirements set out in Section 4, Paragraph 4 of Football League Rules.
This charter is reviewed on a regular basis in light of changes to the law, regulations and feedback from supporters.
Morecambe Football Club's ambition is to create a competitive Championship level club which is involved in its community, offers value for money, professional service at all levels of the business and engages supporters, customers and the local authorities to drive success to the town as a whole.
The football club is committed to providing a high level of customer at all levels of the business. There may be occasions when supporters or customers feel that the club has not reached these standards. Morecambe Football Club welcomes positive feedback, suggestions and constructive criticism and complaints. The club acknowledges that all supporters have a right to express their views and that they and their views are treated with total respect.
The football club strives to make communication between fans and itself as accessible and easy as possible. As a result the club offers a number of different methods to make contact. The club will always aim to reply within seven to fourteen working days of any communication.
By letter to
Morecambe Football Club,
Christie Park ,
Lancaster Road,
Morecambe,
LA4 5TJ.
By telephone on (01524) 411797 between the hours of 9am to 5pm, Monday to Friday.
By e-mail to office@morecambefc.com or through the talkback forms located on the club's official website at www.morecambefc,com.
A full list of contact details for the different departments is available through the club's website or on request.
Suggestions, complaints or constructive criticism is welcome. In all cases the contact must include basic information, which will include the name and address of the customer together with a telephone number so that we can respond. All anonymous complaints or contacts will be investigated but obviously cannot be replied to.
Morecambe Football Club will always endeavour to reply to any communication within seven to fourteen days of receipt. In the event of remaining unsatisfied the club encourages supporters and customers to contact the Customer Service Department who will respond accordingly. The Customer Service Department can be contacted by letter at the club address, as above in 2.2.
Morecambe Football Club, its representatives and its employees will conduct themselves in a helpful courteous manner at all times when dealing with customers and the general public regardless of the method of communication. Any customer or supporter who is unhappy with a member of staff or representative of the club they may ask to speak to initially with the head of department they are dealing with. Also please refer to the relevantsectionon the club's complaint's procedure.
Morecambe Football Club is dedicated to communicating and consulting with supporters and customers. The club will:
- consult widely with supporters whilst forming its policies. The club will do this through fans' forums, supporters' focus groups and direct market research (questionnaires).
- keep supporters informed through the use of the media, the club's official website at www.morecambefc.comand the official matchday programme.
- publish its views on major policy issues through any relevant media such as the club's official website, local media and the matchday programme.
- ensure that the earliest possible notice is given of any changes to fixtures and ticketing arrangements and the reasons for these changes via all relevant media; and
- give due consideration to all feedback, comments and reasonable suggestions and implement changes where it is in the best interests of the club and / or its customers and supporters.
Morecambe Football Club welcome and encourage supporters to come forward with suggestions as to how the club could improve (see section 2). Whilst it is not possible to solicit supporters' views on every topic, the club is dedicated to doing things correctly and employing the right people with the proper skills, in pursuit of achieving the short, medium and long-term goals of the club.
Morecambe Football Club will strive to widen access to games by offering a range of ticket prices. For further information on tickets and purchase details please contact the club's mainoffice on (01524) 411797. Alternatively the Main Office can be contacted at the following address:
Morecambe Football Club,
Christie Park ,
Lancaster Road,
Morecambe,
LA4 5TJ.
Full pricing details are available on the club's official website, www.morecambefc.comm and alsofrom the Main Office
All Football League Clubs are committed to making it easier for youngsters to attend games. Morecambe Football Club is no different and offers free admission, by way of complimentary season ticket to all League games for 11 year olds through a sponsored scheme and in conjunction with local junior schools. 16 year olds and under also enjoy discounted admission. The club is also committed to helping families enjoy Football in that it is proactive in offering local schools, clubs and societies, free admission to 16's and under if accompanied by a full paying adult.
When demand for cup competitions or away fixtures is expected to be high, fans will be offered tickets on a priority basis. Season ticket holders from the current season will have first refusal on tickets during a special period. Tickets will go on general sale at the end of this priority period to all supporters. Any further arrangements for the dispersal of tickets will be made through the club's official website and the local media.
Refunds on tickets are at the discretion of ticket office staff. In all cases refunds can only be issued if the ticket is returned before the day of the game. Tickets must be returned in a reasonable condition.
In the event of a game being postponed before supporters are admitted to the ground, a full refund will be available up to a specified date prior to the rearranged game, for pre purchased ticket holders, or free entry into the rearranged game. If the game is postponed after supporters have been admitted into the ground but before kick-off then a full refund will be available up to a specified date prior to the rearranged game or free entry into the rearranged fixture.
If the match is abandoned before the start of second half then half price admission will be available to the re-arranged game. A half refund will be available up to a specified date prior to the rearranged game. If the match is abandoned after the start of second half then an early decision on admission charges and refunds will be made after consulting both our opponents and the relevant authority(ies)
Requests to upgrade tickets will be treated sympathetically provided that space is available for the upgrade. The upgrade will be charged at the difference between the two ticket prices. No upgrades can take place once the spectator has entered the ground. We will try to accommodate downgrades wherever possible, however no refund will be made.
In the instance that a season ticket holder should forget their ticket for a home league fixture, they will be expected to pay the full price for a match day ticket in the area in which they hold their season ticket. This match day ticket will be refunded when the season ticket holder presents both their season ticket with the valid match voucher in the book, and the match day ticket at club's mainoffice at the next available opportunity. Non-season ticket holders who forget or have lost their ticket must purchase a new ticket.
The Club abides by Football League Regulations governing the allocation tickets to visiting clubs. The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior students and junior supporters apply to supporters of a visiting Club.
Morecambe Football Club is passionate about its role in the local community and loyal to the action and promotion of football development. We are committed to further improving our wide range of activities including: training and coaching, participation of youth, educational initiatives and networking with local organisations and educational establishments. The Club endeavours to create the strongest possible links with all areas of the local community, regardless of age, sex or ethnic group.
The Football in the Community department attends schools as a regular feature of their programme. FITC offers coaching schemes for children of both sexes, all ages and ethnic groups as a regular feature of all school holidays. Community penalty competitions are a feature of selected first team fixtures - dependant on the weather of the state of the pitch, so they tend to be early season or late season
Football in the Community is led by Janet Prestonwho is based at Christie Park She can be contacted by telephone on (0524) 411797 or in writing at
Football in the Community,
Christie Park,
Lancaster Road,
Morecambe,
LA4 5TJ.
- The Club will endeavour to ensure that all replica shirt designs have a minimum life span of 1 year
- The Club will provide supporters with information on replica strip, training kit and other leisure wear launch dates.
- The club carries out its obligation under Football League regulations to prevent price fixing in relation to the sale of replica kits
- The club offers refunds on merchandise sales in accordance with its obligations under the sale of goods act.
The club recognises that football has made significant attempts to tackle the issues of racism in recent years. The Governing bodies have committed themselves to the campaign and have been keen to spread the message through their members. The lets Kick Racism out of Football policy at Christie Park includes,
- The Club has issued statements that racism will not be tolerated
- The Club uses the public address system to re-enforce this.
- The Club strives to ensure season ticket holders do not take part in racist abuse
- The Club will take action to prevent the sale of racistliterature both outside and inside the ground
- The Club will take disciplinary action againstplayerswho engage in racial abuse
- The Club encourages a common strategy between all staff, stewards and police for dealing with racial abuse
- The Club would remove racist graffiti form the ground and its environs as a matter of course
- The Club adopts an equal opportunities policy in relation to employment and service provision. The Club is committed to equality of opportunity within its organisation and encourages a similar commitment form organisations with which we have contact, either through business or socially. Equality of opportunity at Morecambe Football Club means that we will not discriminate against or in any way treat less favourably any persons on the grounds of race, nationality, ethnic origin, colour, disability, sex or sexual orientation in any of our activities.
- The Club works with other groups and agencies such as the Professional Footballers Association, supporters, voluntary organisations, youth clubs, sponsors, local authority, local business and the police, to develop an active programme and raise awareness to eliminate racial abuse and discrimination.
Morecambe Football Club fully supports the principal of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability
The club operates a ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disable people with differing impairments
As a fundamental principal the Disability Discrimination Act states that disabled people should not be treated "less favourably, without justification" and reasonable adjustments should be made to make goods, facilities and services accessible. For the purpose of this policy only the definition of a disabled person is; any person who, because of their disability or impairment, is unable to use ordinary stand seating or terracing without contravening Health and Safety Regulations, Guidelines or Policy or wherethe club has provided a reasonable adjustment to attend the venue. Any such person will be considered for the use of the "designated areas" of the stadium in line with the procedures set out in this policy
A person is considered disabled if he/she has a physical or mental impairment which has a substantial long term adverse affect on his/her ability to carry out normal day to day activities. The said person should have proofof this disability, and examples of such are, middle or high rate Disability Living allowance, (mobility or care component), receiptof either Severe Disablement Allowance or Attendance Allowance, or a personal letter form your GP.
The pricing structure for disabled persons is as follows, The disabled person would pay the concessionary price relevant to the area of the ground that they enter (except in the case of a 16 year old or under, who would pay that relevantprice). The carer of a disabled person would be admitted free of charge. The Club reserves the right to request proof of disability before issuing any concessionary price. Season tickets will be made available for disabled persons and their carer if the need arises.
