ABOUT THIS CHARTER
Salford City Football Club is committed to offering a high standard of customer service.
This charter explains how we intend to achieve and maintain those standards.
The customer charter was introduced for the 2019-20 season – the club’s first in the EFL – and has been reviewed in preparation for the 2021-2022 season.
Version No: 1.05 – 3rd March 2022
CUSTOMER SERVICE AND COMPLAINTS PROCEDURE
CUSTOMER SERVICE POLICY
Salford City F.C. endeavours to offer the highest level of customer service but there may be times when customers feel that we have not reached that standard. The club will respond to complaints and the relevant contact details can be found below.
If you wish to lodge a complaint or observation with our team, please include your name, address, email address and contact telephone number so that we can respond.
The Supporter Liaison Officer for the club is Andrew Giblin, who with Peter Byram also acts as the Disabled Supporter Liaison officer. To contact our Liaison officers, please use the following options:
Salford City Football Club
The Peninsula Stadium
email@example.com for general enquiries
firstname.lastname@example.org for ticket enquiries
By Telephone (during office opening hours):
0161 241 9772
In Person (during office opening hours):
The main office at our stadium is situated inside the access gates on Nevile Road, adjacent to the school.
We aim to provide a response within 28 working days of receipt but will endeavour to reply as soon as possible.
Should a customer feel that a complaint has not been dealt with satisfactorily, they can refer the matter to The Independent Football Ombudsman (IFO) using the following details:
Independent Football Ombudsman
1-5 Argyle Way
Tel: 0330 165 4223
Salford City F.C.’s representatives and employees will conduct themselves in a courteous manner at all times when dealing with the general public and customers. Any customer who feels that these standards have not been met may contact the Supporter Liaison Officer – see the complaints procedure above for more details.
CONSULTATION AND THE PROVISION OF INFORMATION
Salford City F.C. is committed to consulting supporters on a regular basis. News about club activity will be made public via the website, social media channels, fan forums and the matchday programme.
As required by EFL regulation 111, at least two fan forum meetings will be held by the club each season, with supporters invited for a discussion on issues relevant to the football club. These meetings will be held in the ’92 bar at The Peninsula Stadium at dates in December and April of each season. Additional meetings may be scheduled.
Salford City Football Club’s ticket office is situated inside the access gates on Nevile Road, at the East end of the stadium. Opening hours will vary and the latest details will be posted on the club’s website.
For matches with a 3pm kick-off, the ticket office will open at 9am and close at 11:30am (unless otherwise advised).
For matches with a 7:45pm kick-off, the ticket office will open at 10am and close at 4pm (unless otherwise advised).
Tickets can be purchased as follows:
From the Ticket Office: During opening hours (see website for the latest details).
We cannot accept ticket bookings over the phone. If you cannot purchase tickets online or visit the ticket office, email email@example.com with details of your requirements. We will contact you to arrange payment and ticket collection.
For high profile matches tickets may not be available online for safety reasons and the club will apply security precautions for phone and ticket office purchases. In all instances, the sale of match tickets is at the discretion of the club.
Salford City F.C. is committed to providing affordable football for all. Our season-ticket and match-day prices offer outstanding value for money.
CHILDREN AGED 12 AND UNDER MUST BE ACCOMPANIED BY A RESPONSIBLE PERSON AGED 16 OR OVER.
Season Ticket Prices (as of 1/11/21):
Standard: £250 (£180 for renewals) – reduced to £167 from 1st November 2021
Concession*: £150 (£100 for renewals) – reduced to £100 from 1st November 2021
Under 16s **: £80 (£65 for renewals) – reduced to £54 from 1st November 2021
Under 5s: Not issued. Under 5s may accompany responsible adults free of charge (to a maximum of 1 Under 5 per responsible adult). If a reserved seat is required, it must be purchased at Under 16 rates.
Carers: Free of charge for carers accompanying a season ticket holder who is claiming higher rate DLA or enhanced PIP payments.
Season tickets are available to purchase until 31st December 2021 (subject to availability).
Those aged 60 or over on 7th August 2021
Those aged between 16 and 21 on 7th August 2021
** Under 16s are:
Those aged between 5 and 15 (inclusive) on 7th August 2021
Proof of concession qualification will be required when season tickets are collected.
Match Day Prices:
Under 16s**: £5
Under 5s: No admission charge unless a reserved seat is required (charged at Under 16 rate).Carers: No admission charge when accompanying a supporter who claims higher level DLA or enhanced PIP payments.
Prices apply to all areas of the ground, standing or seated.
- *Concessions are:
Those aged 60 or over on the day of the fixture
Those aged between 16 (inclusive) and 21 on the day of the fixture
- *Under 16s are:
- Those aged between 5 and 15 (inclusive) on the day of the fixture
Proof of concession qualification will be required when tickets are purchased.
Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets. Should any tickets remain unsold, they will be made available for general sale.
Please note: Prices for away match tickets are set by the home club.
For season 2019-2020 onwards, all home cup tie tickets will be priced at the usual rates – see above.
For home cup ties season ticket holders will be given the opportunity to purchase tickets (reserving their usual seat or terrace location if applicable) before a pre-advertised date. Any tickets unsold after that time will be offered for general sale.
For away cup ties, tickets details will be announced on our website when they become available.
Once purchased, season tickets are only refundable at the discretion of the club secretary. Please see the 2021-2022 season ticket terms and conditions.
Should a supporter purchase a match ticket yet be unable to attend, a full refund will be available provided that:
- A valid reason is provided
- The ticket is returned to the club at least 72 hours prior to the day of the fixture.
No refunds will be made on the day of the match for which the tickets were purchased. Refunds after the date of the game will only be offered at the discretion of the club. All requests must be accompanied by a supporting letter. Dissatisfaction with a result or club decisions will not be considered acceptable reasons for a refund. We may, entirely at our discretion, offer complimentary tickets to an alternative home EFL League fixture.
Our turnstiles will usually close fifteen minutes after the start of the game. Admission after this time is entirely at the discretion of the club and no refunds will be offered to supporters who are unable to gain admission.
Ticket Exchange / Relocation
To relocate a match ticket or season ticket already purchased, please apply in person at the ticket office. The latest opening times will be advertised on the club website. No fee will be charged for this service, but all relocations will be at the discretion of the club.
Postponed / Rearranged Match Policy
If a home match is postponed or rearranged for another reason (for example, for live TV broadcast), the following policy will apply:
Ticket refunds will only become generally available after a rearranged date is announced. Earlier refunds may be made, at the discretion of the club, especially if the rearranged date is within two weeks of the original date. Should a postponed game be cancelled instead of rearranged, refunds will be available immediately following announcement of the cancellation.
To Claim A Refund:
For Tickets Purchased Online: Email the ticket office, stating your name and order number. It is advisable to send the refund request email from the account you used when purchasing your online tickets. We will confirm when your refund has been processed.
For Tickets Purchased from the Salford City ticket office: Return the tickets to the ticket office during opening hours for a cash refund.
Please Note: Refunds for postponed match tickets will only be paid if requested prior to the date on which the rearranged fixture is played – see individual match details for refund claim deadlines. No refunds will be paid after the rearranged fixture is paid, except at the discretion of the club. No claims from supporters for travel or sundry expenses incurred for a game that is postponed or rearranged will be accepted by Salford City Football Club.
Abandoned Match Policy
If a home match has to be abandoned for whatever reason the following club policy will apply:
- If a game is abandoned after spectators have entered the ground, but before kick-off, ticket holders are entitled to free admission to the rearranged fixture.
- If a game is abandoned after kick-off spectators are entitled to half price admission to the rearranged fixture.
- If a game is abandoned before the date of the fixture or before spectators have entered the ground, ticket holders are entitled to free admission to the rearranged fixture.
All supporters will be advised to retain their tickets as proof of their admission to the game.
Lost or Stolen Season Ticket Cards
In the case of a season ticket being lost or stolen, replacement cards can be issued at a cost of £10. Supporters are asked to contact the ticket office as soon as possible after the loss of the card is noticed.
The club carries out its obligations under EFL regulations to prevent price fixing in relation to the sale of replica strip.
The club will offer refunds on merchandise, deemed to be defective, purchased in its on-site retail outlet in accordance with its legal obligations.
Merchandise can also be refunded if the all the following criteria are met:
- Returned within 28 days of purchase
- Returned with a valid receipt
- Returned unused and in re-saleable condition
- Refunds will be made by cash (in person) or bank transfer.
Please return all items to:
The Peninsula Stadium
Please include the following details if a refund is required:
Bank Account Name
Bank Account Number
Accommodating Away Supporters
Salford City Football Club abides by EFL regulations governing the allocation of tickets to visiting clubs. Away supporters are accommodated in the East Stand terrace and North Stand Block ‘H’ seating.
All ticket prices for matches at The Peninsula Stadium apply to home and away supporters and apply to both standing and seated accommodation..
Under 16s**: £5
* Aged 60 and over, Students aged between 16 and 21
** Aged between 5 and 15 inclusive
Under 5s are admitted free of charge
CHARITY PARTNERS AND REQUESTS
Salford City Football Club supports the EFL’s official charity.
The club is committed to supporting good causes, with local charities or established charitable partners a particular priority. Requests for signed merchandise, season tickets or match tickets will be judged on individual merit. No monetary donations will be considered and due to the volume of requests received. Requests for signed merchandise will be at the discretion of the club.
All charitable requests should be made to club secretary Andy Giblin (contact details below), or on headed paper with the registered charity number clearly displayed.
The Peninsula Stadium
COMMUNITY & CORPORATE SOCIAL RESPONSIBILITY
Foundation 92 is an independent registered charity (No. 1180246) which works alongside Salford City Football Club, with its own board of trustees.
Formed in 2017, Foundation 92 uses football as a tool to deliver activities and programmes across the community, focusing on five action areas; physical wellbeing, mental wellbeing, homelessness, disability and youth offending.
Programmes currently delivered include Live, Love, Football – a school education programme, delivered by members of the Salford City Football Club first team squad – and the 92 Shield, which is our flagship programme. The 92 Shield is a football and education programme for homeless and vulnerable adults from across the region, working alongside existing provisions to help provide employment opportunities for participants.
We are extremely passionate about Salford City Football Club player-community engagement and regularly co-ordinate appearances by the first team squad within the community. These include everything from visiting the local Teenage Cancer Trust Ward to centres working with veterans suffering from PTSD, and we also run a player-led stadium tour and activity afternoon for local primary schools.
Foundation 92 Co-ordinator
Salford City Football Club
The Peninsula Stadium
Salford City Football Club is not only immensely proud to be seen as part of the local community, but also recognises the opportunity and duty it has to be a force for positive change within the local community, its people and the lives of those associated with the Club. This is reflected in the Club’s relationship with not just Foundation 92 but also other organisations within the City of Salford, such as local schools and local and national voluntary/charitable organisations.
The Club also recognises that it has a responsibility to help protect the environment in which we all live and work and as such the Club is committed to exploring ways that it can reduce any environmental impact that its operations may have.
MATCH DAY TRIBUTES
The only circumstance under which a minute silence or applause will be held at The Peninsula Stadium is in response to a request from The FA, EFL or at the club’s discretion of an individual who has represented the club with distinction has passed away.
EQUAL OPPORTUNITIES, INCLUSION AND ANTI-DISCRIMINATION
Salford City F.C. are committed to providing an inclusive environment for all and preventing discrimination. The club recognises the protected characteristics as defined by the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage of civil partnership, pregnancy and maternity, race, religion or sexual orientation.
Salford City Football Club does not tolerate racist language or behaviour at The Peninsula Stadium, or on its social media channels. Our anti-racism policy includes the following objectives:
- Issuing statements via the club website, social media channels, matchday programme and public address system regarding our policy of zero tolerance towards racist language and behaviour.
- The club will prevent the distribution of racist literature inside the ground and will take steps to prevent it in the immediate area of the stadium.
- Disciplinary action will be taken against players or club staff who engage in racial abuse.
- The club will continue to develop links with supporters, local residents, business and organisations, police and The PFA, with the aim of eradicating racially-based abuse and discrimination.
Salford City Football Club operates an equal opportunities policy and therefore opposes all forms of unfair or unlawful discrimination on the grounds of disability. A ticket policy for disabled persons (see Ticketing section).
Definition of Disability
One of the key requirements of the 2010 Equality Act is that people with a disability are not treated “less favourably, without justification” and that reasonable efforts should be made to make all of our services accessible. For the purpose of this policy only, the definition of a person with a disability is “any person who, because of their disability or impairment, is unable to use areas of stand seating or terracing without contravening Health & Safety regulations. Any such person will be allowed to occupy a place within the designated areas of the stadium, in line with the process set out in this policy.”
Proof of Disability
Persons with appropriate, valid proof of disability shall be entitled to a free “carer” ticket should the following documentary evidence be provided:
- Current receipt of high rate DLA (disability living allowance, mobility and / or care component) or the higher rate of PIP (Personal Independence Payment).
Proof of entitlement will be required when purchasing season tickets and match tickets.
Ticket Pricing for Disabled Supporters
A person with a disability will pay at the age / educational status rate appropriate to them (see the Ticketing section above) with a carer admitted free of charge. The club reserves the right to request “Proof of Disability” before issuing the free carer ticket.
Season tickets are available for people with a disability with carers, if required.
The Peninsula Stadium Ground Plan displays all four stands, with lettered seating blocks.
Admission is via the turnstiles, positioned in each corner of the ground.
Turnstile ‘A’ – Admission to the East Stand and Block ‘H’ of the seated North Stand. Away supporters only.
Turnstile ‘B’ – Admission to the North Stand seated stand. Home Supporters Only.
Turnstile ‘C’ – Admission to the West Stand terrace. Home Supporters Only.
Turnstle ‘D’ – Admission to the South Stand seats and terrace. Home Supporters Only.
The ticket office is situated at the eastern edge of the changing room / office complex inside Turnstile ‘D’. Access will be available from Nevile Road on home match-days
EFL Ground Regulations
A copy of the EFL ground regulations is displayed at all points of ticket sale / admission around the stadium.
Spectator Behaviour and Banning Orders
Every spectator attending games at The Peninsula Stadium is required to comply with the ground regulations. A spectator who breaches a ground regulation may be removed from the ground immediately and would then be required to sign an acceptable behaviour agreement before being allowed to attend further Salford City F.C. home fixtures.
For more serious breaches of the ground regulations, or for persistent breaches, a fixed period stadium ban may be issued, with no refund for tickets already pre-purchased.
Any banning order that is issued will be reviewed by the club at the end of the fixed term. This review must be conducted before the subject of the banning order is allowed to purchase tickets or gain admission to games at The Peninsula Stadium.
Salford City F.C. have paramedics and a crowd doctor present at all matches, and there is a first aid room situated at the eastern edge of the South Stand. Should medical care be required, please inform the nearest steward so that assistance can be provided.
Matchday Car Parking
There is no on-site parking available for spectators at The Peninsula Stadium.
A resident-only parking scheme operates around the ground (between noon and 7pm for 3pm kick-offs and between 5pm and midnight for 7:45pm kick-offs).
Blue badge holders may park within the resident only zone for up to three hours during the restricted hours.
The club operates a Park & Ride service on home match-days, priced at £2 per vehicle. Specific details will be posted on the website’s information page for each home fixture.
A number of buses drop off within a short walking distance of the stadium. The X43 ‘Witchway’ service runs from Chorlton Street in central Manchester and has a stop close to the eastern end of Moor Lane. Journey time is typically 30 to 40 minutes.
The 97 and 98 bus service runs from Shudehill Interchange in central Manchester and also stops near to the end of Moor Lane. Journey time is typically 20 to 30 minutes.
The 93 bus service also runs from the Shudehill Interchange but follows a less direct route, with a typical journey time of 40 to 45 minutes.
All of these services run in the opposite direction, from Bury, into Manchester City Centre.
A cycle rack is provided on Nevile Road, close to Turnstile ‘D’.
Salford City F.C. may gather and hold personal information about customers that has been provided by the customer or gathered from web-based technology. All information gathered will be handled and stored in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/79.
Salford City F.C. will not use your data in any way that you would not expect from a privacy conscious organisation with a contact strategy founded on permission-based marketing.
If compelled to do so, we will disclose information to law enforcement agencies.
Salford City Football Club is committed to protecting the well-being of customers and employees. The club aims to maintain an environment that is safe, inclusive and welcoming for all.
Our specific aims in this area are:
- Preventing and reducing the risk of significant harm, abuse or exploitation for children and vulnerable adults,
- Providing an effective response to reported incidents and concerns.
The club’s Safeguarding team can be contacted via email – firstname.lastname@example.org.
Academy Safeguarding Contact: Kath Matthews – email@example.com
Peninsula Stadium & Match Day Contact: Andy Giblin – firstname.lastname@example.org
Foundation 92 Contact: Sian Godwyn-Outten – email@example.com
View the Safeguarding Policy: Salford City Safeguarding Policy V3 Jan21