Customer Charter 2022/23
Shrewsbury Town Football Club is proud of its status as Shropshire’s EFL community and family-orientated football club.
The Club has been noted through winning national awards including those for the Football League Family Club of the Year and the Football League Family Excellence Award.
We recognise the commitment we owe not only our supporters but also to the wider community and the environment.
Shrewsbury Town Football Club recognises the special bond between the Club and its supporters.
It recognises and respects the invaluable contribution the supporters have made in the past and continue to make to the life of the Club. As such, the Club will make every effort to ensure that its policies and practices are open, accessible, and communicated as effectively as possible with its supporters.
The Club will conduct an annual review of its customer charter and associated activities, and make changes as appropriate in line with the guidance from relevant governing bodies.
1.1.1 Concessions are available for match tickets for senior citizens over 65 years of age, and for junior supporters, full-time students, and disabled supporters. The club may request proof of eligibility. No seating offers a restricted view to supporters.
(Our meaning of “restricted view” is where you have to move to gain an unrestricted view. Movement of the head to the side to gain a view is not considered a restricted view.) Every child under the age of 14 must be accompanied by an adult aged 18 or over
1.1.2 For assistance in supporting disabled and visually impaired supporters and their carers please contact: email@example.com
1.1.3 The Club offers free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground, but before kick-off,
ticket holders are entitled to free admission to the re-arranged match. If a match is abandoned after kick-off, spectators are entitled to reduced admission to the rearranged match or a partial refund. Refunds cannot be given if a game is abandoned after half-time.
1.1.4 Tickets for cup competitions and games for which a crowd of over 2000 is expected are announced to supporters following discussions between the two clubs.
Away clubs will receive a minimum of 10% of tickets, and tickets for Cup matches are usually offered to season ticket holders and official supporters clubs in the first instance, and then to the general public.
1.1.5 As a general rule, ticket refunds are only issued in exceptional circumstances and at the discretion of the club.
2. Away Support
2.1 The Club does not charge admission prices to supporters of a visiting club that is higher than those charged to our own supporters for similar accommodation. In particular, our concessionary rates also apply to supporters of a visiting club. The Club also intends to offer tickets for away disabled fans at the same admission price and with the same facilities as
2.2 The Club abides by EFL rules governing the allocation of tickets to visiting clubs.
3. Loyalty and Membership
3.1 The Club offers full support to the various official supporter’s clubs and encourages all supporters to join, it also recognises the valuable role the supporter’s clubs play in
helping the club reach its aims and objectives.
3.2 The Club organises and escorts mascots for every home fixture.
4. Consultation and Information
4.1 The Club will consult with elected members of the supporter’s clubs, particularly with the Supporters' Parliament. The club undertakes to meet with the Supporters Parliament at least 5 to 6 times a year.
4.2 The Club intends to publicise its position on major policy issues in a concise format in the Club's matchday programme, through the official Club internet website, social media, and through press releases.
4.3 The Club is in regular consultation with shareholders, sponsors, the local authority, and other interested parties.
4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
4.5 The Club will undertake research and consultation on the design and number of new strips.
5. Community Activity
5.1 The Club supports activity in both the local community and the wider football community through the activities of Shrewsbury Town Foundation Trust and the Club itself.
5.1.1 The Club seeks to promote close links between the Club and its community and to introduce young people, male and female, to football as players and spectators.
5.2 The Club will support and work with outside agencies, especially disadvantaged groups (disabled, ethnic minorities, and the unemployed.)
5.3 Regarding anti-racism initiatives, the Club supports the aims of leading initiatives such as "Show Racism The Red Card", ”Kick it Out”, and “One Game One Community”, to tackle problems of racism in the game, working closely with The Racial Equality Council.
5.4 The Club supports pre-arranged stadium tours to all interested parties.
5.5 The Club supports local community and schools events that promote youth football and grassroots football.
5.6 Charity and Corporate Social Responsibility (CSR)
The club has a charitable arm in the form of its Foundation Trust which engages across the community in the areas of education, health, social inclusion and sports participation. Partnerships are developed with local and national organisations to fulfil the club's obligation to support worthy causes and to use the brand of the club
to raise awareness of issues of both local and national importance. More details can be found by visiting the Shrewsbury Town Foundation Trust website.
6.1 Either home or away replica strip designs will normally have a life span of at least two seasons unless changes are enforced due to contractual obligations or through circumstances beyond the Club's control.
6.2 The Club intends to communicate with its supporters regarding new replica strip designs and prospective launch dates.
6.3 Future details of the next intended change of kits will be announced via the Club website.
6.4 The Club carries out its obligations to prevent price-fixing in relation to the sale of replica strips.
6.5 The Club offers refunds on merchandise in accordance with its legal obligations.
6.6 The Club will not knowingly buy goods from any supplier or manufacturer who does not comply fully with the labour, safety, and other relevant laws of the countries of manufacture with respect to minimum wages, hours of work, overtime, sick pay, and holiday entitlement.
6.7 The club shop operates from the Montgomery Waters Meadow stadium. Merchandise may be purchased through online or direct purchase. Details are to be found on the website - http://shrewsshop.co.uk/
7. Staff Conduct
7.1 It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, terms of employment, conditions of service, and opportunity for training and promotion regardless of sex, marital status, creed or religion, colour, race, age, disability, sexual orientation, or ethnic or national origin. Also, the Club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients, and suppliers.
8. Customer Service
Shrewsbury Town Football Club:
8.1 Strives to provide value for money in all areas.
8.1.1 Seeks to achieve the highest level of service
8.1.2 Will treat all customers with respect and courtesy.
8.2 The Club responds promptly to any contact from a customer.
8.2.1 To avoid confusion, Shrewsbury Town Football Club prefers all complaints to be made in writing by letter and will respond in form. In the first instance, we encourage customers to contact the club which is committed to acknowledging any letter of complaint within 5 working days of receipt and will endeavour to provide a full response within 10 days.
Shrewsbury Town Football Club,
Oteley Road, Shrewsbury
Shropshire SY2 6ST.
Telephone: 01743 289177
8.2.2 If your complaint has not been dealt with speedily and efficiently by the department concerned, then recourse is again in writing to The Chairman at the address given above.
8.2.3 The INDEPENDENT FOOTBALL OMBUDSMAN can be contacted at
If you should need to contact this official the details are:
Independent Football Ombudsman
1-5 Argyle Way
Telephone (Voicemail): 0800 588 4066
9. Equal Opportunities Policy
9.1 Shrewsbury Town FC (“The Club”) is committed to the development of positive policies to promote equal opportunity in all of its activities. The Club is an equal opportunities employer and will abide and adhere to the requirements of the Codes of Practice issued by the Equal Opportunities Commission and the Commission for Racial Equality.
9.2 All employees and members of staff are expected to abide by the requirements of the Race Relations Act 1976, the Sex Discrimination Act 1986, and the Disability Discrimination Act 1995. Specifically, discrimination is prohibited by:
• Treating any individual on grounds of gender, colour, marital status, race, nationality or ethnic or national origin, religion, sexual orientation, or disability, less favourably than others.
• Expecting an individual solely on the grounds stated above to comply with requirements(s) for any reason whatsoever related to their employment or membership, which are different from others.
• Imposing on individual requirements or conditions which are in effect more onerous on that individual than they are on others. No individual will be placed at a disadvantage by requirements or conditions which cannot be shown to be necessary to the satisfactory conduct of the job or task.
• Victimisation or harassment of an individual, by virtue of discrimination.
• Any other act or omission of an act which has the effect of disadvantaging an individual against another, or others, purely on the above grounds. Thus all of the Club's recruitment, selection, promotion, and training processes, as well as disciplinary matters, will be determined solely by the application of an objective assessment of personal performance and ability.
9.3 The Club commits itself to the immediate investigation of any claims of discrimination on the above grounds and where such is found to be the case, an undertaking that the practice ceases forthwith, restitution of damage or loss (if necessary), and to the investigation of the member of staff accused of discrimination.
9.4 Any employee or member of staff found guilty of discrimination will be instructed to desist forthwith and will be dealt with under the Club's disciplinary procedures.
9.5 The Club opposes all forms of unlawful or unfair discrimination on the grounds of disability. No applicant, employee, or member of staff shall receive less favourable treatment than others, because of disability. The difficulties of their disability permitting, assistance will be provided, wherever possible, to ensure that disabled employees or members of staff are helped to gain access and to undertake their duties.
10. Anti-Discrimination Policy
10.1 The Club's policy is not to discriminate or in any way treat anyone less favourably, on grounds of gender, sexual orientation, race, nationality, ethnic origin, colour,
religion, or disability. The Club will not tolerate any such discrimination in any of the Club's activities.
10.2 The Club will apply this policy when 1) advertising for and selecting applicants for employment 2) seeking volunteers 3) running courses 4) running external coaching, educational activities, and award schemes 5) promoting football development activities 6) selecting teams, and 7) considering appointments.
10.3 The Club will not tolerate racist, sectarian, sexual or bigoted harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure
that such behaviour is met with appropriate action in whatever context it occurs.
10.4 The Club is committed to the development of the programme of ongoing training and awareness-raising events and activities, in order to promote the eradication of discrimination within its own organisation, and within football as a whole.
10.5 The Club gives a commitment to ensure that it is open to all and that team selection policy will be the footballing ability and character of the individual, together with the collective balance of the team.
10.6 Each player and employee contract will include a clause stating that the Club is opposed to racism, sectarianism, bigotry, and discrimination in any form and that the player or employee shares these principles and gives a commitment to uphold and promote these standards.
Club Policy covering Part III (The provision of goods, services, and facilities) of the Disability Discrimination Act
The Club is committed to ensuring that its disabled supporters and customers have as full access as is reasonably possible to make to all goods, services, and facilities provided or offered to the public by the Club.
The Club will operate a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.
The Club is committed to making the necessary reasonable adjustments described by the Disability Discrimination Act and its relevant Codes of Practice to ensure full compliance with the legislation.
The Club will undertake such additional works as are reasonably required within the timescales set out in the Act. The Club has a grievance procedure in place and guarantees to its disabled supporters and customers that any complaints of discrimination will be dealt with quickly under that procedure.
The Club has advised its staff that any incident of discrimination under the provisions of the Act is a serious matter and will be dealt with under the Club's Disciplinary Procedures.
11. No Smoking Policy
This policy has been developed to protect all employees, supporters, service users, customers, and visitors from exposure to second-hand smoke.
Exposure to second-hand smoke, also known as passive smoking, increases the risk of lung cancer, heart disease, and other illnesses. Ventilation or separating smokers and non-smokers within the same airspace does not completely stop potentially dangerous exposure.
It is the policy of Shrewsbury Town Football Club that ALL of our workplaces, internal or external, are smoke-free and all employees have a right to work in a smoke-free environment, this includes all areas of the Montgomery Waters Meadow Stadium The policy came into effect on 1st July 2007.
Smoking and vaping are prohibited throughout the entire stadium, internal or external, with no exceptions. This policy applies to all employees, supporters, consultants, contractors, customers or members, and visitors.
Overall responsibility for policy implementation and review rests with Brian Caldwell of Shrewsbury Town Football Club. All staff and visitors are obliged to adhere to and facilitate the implementation of the policy.
The person named above shall inform all existing employees, consultants, and contractors of the policy and their role in the implementation and monitoring of the policy. They will also have to give all new personnel a copy of the policy on recruitment/induction.
Appropriate “No Smoking” signs will be clearly displayed at the entrances to and within the premises.
The policy shall also be made publicly available via the Club's Web Page and be included within the Club's Health and Safety Procedures Manual.
12. Ground Regulations
Tickets may be purchased in advance of matches from the stadium ticket office or through online sales.
The club has a wide range of hospitality opportunities both on match day and non-match day.
15. Travel Plan and Parking
The Club has a detailed travel plan which is updated for each home fixture and includes parking arrangements during the season.
16. Data Protection
The Club has an extensive data protection policy that is available upon request from the supporter Liaison Officer. All staff are subject to following that policy when handling any data held on supporters, commercial clients, or club employees and sensitive information.
17. Matchday Safeguarding Policy
Safeguarding Children and Vulnerable Adults Policy
The Club is committed to the welfare of all those with whom it comes into contact with whether supporters attending on a match day, clients on courses or playing with the Club as part of the Centre of Excellence. The club has a Child Protection Policy and operates a series of “Safeguarding Football” measures in conjunction with the guidance given to Clubs by the FA Child Protection Policy.
As part of our commitment, all staff will be given periodic training in identifying the risks of an abuse. We have a Child Protection Policy in which you can find detailed guidance on our Safeguarding Children and Venerable Persons procedure; including our reporting procedures.
In the event that you should have any concerns about a child, vulnerable adult, staff member, or volunteer please report them immediately to the club’s Designated Safeguarding Officers Pauline Newton and Russ Teece firstname.lastname@example.org Safeguarding issues on matchdays should initially be referred to the Safety Officer Lawrence Ellerby Lawrence.Ellerby@shrewsburytown.co.uk
If you have any concerns at any time please contact either of the above for a confidential discussion and to obtain expert advice. The Club encourages you to voice your concerns and any discussions will be strictly confidential.
All staff will have a formal briefing on Safeguarding Children and Vulnerable Adults and our reporting procedures.
18. Children and Vulnerable Adults
This policy is designed to underpin the Shrewsbury Town FC Safeguarding Policy during a matchday. All matchday staff will adhere to the policy to ensure the safety and welfare of children and vulnerable adults and protect the integrity of all matchday staff including stewards and the stewarding operation.
- For the purpose of this policy, a child is defined as anyone under the age of 18. A vulnerable adult is defined as someone who is or may be for any reason unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation.
- All matchday staff including stewarding staff who come into, or are likely to come into contact with children and vulnerable adults must agree to participate in safeguarding specific training, be fully conversant with this policy, and agree to checks by the Disclosure and Barring Service
- All matchday staff, including stewarding staff, must understand and accept that the underlying principle in their treatment of children and vulnerable adults is to ensure their safety and welfare at all times.
- The Club’s responsibility for children and vulnerable adults begins from the moment they enter the ground and until they leave the ground.
- Searches of children should only be carried out where deemed essential and wherever possible with parental consent. ‘Same sex’ searching should be practiced, the search witnessed by a second steward and a record kept of the outcome of the search.
- When dealing with children and vulnerable adults’ matchday staff should as far as reasonably practicable work in pairs to corroborate what was said, heard, and done in the event of any allegation of improper behaviour or conduct.
- Upon receipt of a report of a missing child or vulnerable adult, the Stand Manager in charge of that Stand will take responsibility for the following action: Obtain a full description of the person together with their name. Details will then be passed to the control room with the last known location of the person and time last seen. An assessment concerning the missing person as to likelihood of abduction or lost/missing will be carried out. Control room staff and the Safety Officer will then be responsible for ensuring that action is taken as per Clause 20 of the club contingency plans: Lost or missing persons.
- In the case of children and vulnerable adults demonstrating unacceptable behaviour, in the most extreme cases, it may be considered necessary to remove them from the stadium to protect him/herself and others from harm. They will be taken to a place of safety within the stadium as directed by the Safety Officer, ideally with access to toilet facilities and a telephone. Parents or an adult guardian of the child or a responsible adult in the case of a vulnerable person should be contacted immediately and asked to collect them as soon as possible. They must only be released into the care of a parent, adult guardian, or responsible person, even if it means waiting until the end of the match. They must be accompanied by at least two stewards at all times one of which, if the person is female, should also be female.
If it is not possible to contact the parents, an adult guardian, or responsible person, the police and/or social services should be informed to assist in taking them to a place of safety. Stewards should provide a written report to the Safety Officer as to the incident and actions taken prior to leaving the stadium. In all cases, the offender’s details, where possible, should be obtained. Photographs should only be obtained with parental, guardian, or responsible adult permission.
- All matchday staff should be tolerant when dealing with children and vulnerable adults. Physical restraint should only be used as a last resort to prevent injury or harm to themselves or others.
- On every matchday, the safety officer will ensure that a duty safeguarding officer is in attendance to deal with any safeguarding issues that arise
- Protecting our Environment
The club has a duty to ensure that it pays attention to reducing waste and improving recycling opportunities in the operation of its stadium. We review our energy usage annually and look to find ways that are economically viable to reduce the usage of energy and water. We encourage supporters to act responsibly with regard to disposal of litter and use of specific smoking areas to reduce the negative impact both can have on the general environment.
20. Crowd Safety
We have a specified number of stewards operating on a match day trained and qualified to a minimum standard of NVQ Level 2 in Spectator Safety. Stand managers/supervisors are trained to NVQ Level 3 in Spectator Safety Management. These are supported by staff trained and qualified to SIA level. Continuous Professional Development is a regular part of their training schedule.
In accordance with the recommendations of the Guide to Safety At Sports Grounds and The General Safety Certificate on a match day we employ first responders to supplement our own trained staff and where appropriate have a paramedic ambulance crew and crowd doctor on standby in case of emergency.
Details of stewarding, first aid, and crowd safety can be made available through contacting the Club Safety Officer: Lawrence Ellerby Lawrence.Ellerby@shrewsburytown.co.uk
21. Football Banning Orders
These are employed after an incident has been reported through our stewards/Safety Officer to the Police and then judicial action has been taken against the alleged perpetrator. Banning orders can vary in length of time dependent upon the nature of the misdemeanour. Examples of unacceptable behaviour leading to banning orders include violent or abusive behaviour towards the public or club officials, drunken behaviour, racist chanting or comments, and encroaching on to the playing surface.
22. Data Protection/Privacy
Shrewsbury Town Football Club takes the privacy of all its customers and website users very seriously and takes great care with customer and user information.
By using this website you consent to us collecting and using personal information about you in accordance with the terms set out in this policy.
This Website contains links to other websites, which are provided for your convenience. We are only responsible for the privacy practices and security of this Website. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit.
The ‘Data Controller’ (for the purposes of the Data Protection Act 1998 (the “Act”) of any personal information that you provide to us through the Website is Shrewsbury Town FC.
What information do we collect?
In order to provide you with our services, we may collect personal information about you from our website, telephone conversations, emails, and written and verbal communications.
We may, for example, keep a record of your name, address, delivery address, email address, telephone number, date of birth, and credit card details.
If you are ordering tickets, you will be asked to provide financial information (Like your account or credit card numbers).
We may also record details of any disability or health needs you may have at the time of booking an event or service which will take place at our premises to help to ensure your safety.
How do we use your information?
We may also create an individual profile for you so that we can inform you of services, products, events or special offers that may be of interest to you.
In the event of the sale of the business or the integration of the business with another party we may disclose your details to advisers or prospective purchasers' advisers.
In common with many other website operators, we may use standard technology called ‘cookies’ on this site. Cookies are small pieces of information that are stored by your browser on your computer’s hard drive.
Our cookies enable us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our website.
They also enable us to enhance your visitor experience by storing information about the products and services that you select between visits so that we can provide you with focused information each time you visit our website.
Most browsers automatically accept cookies, but you can usually change your browser to prevent cookies being stored, however, if you do turn cookies off this will limit the service that we are able to provide to you. For further information on cookies and how to switch them off see www.allaboutcookies.org.
In certain cases, the Website may also employ flash cookies. Flash cookies are used to improve and enhance your web browsing experience (such as enabling advertising to be specifically tailored to your interests or facilitating purchases to be transferred to your shopping basket when making a purchase)
To adjust your preferences for flash cookies (and whether or not you wish to accept them for the Website or other websites), please visit:
We take the security of your personal information very seriously. When you submit your credit card details, we use industry-standard Secure Sockets Layer (SSL) encryption technology to guard your information.
In addition, we have security procedures in place to protect our customer database from loss and misuse, and only allow access to it when absolutely necessary, and then under strict guidelines as to what use may be made of the personal information contained within it.
We will take all reasonable care to keep the details of your order and credit card information secure but unless we have been negligent, we will not be liable for any losses you may suffer as a result of unauthorised access by a third party to the information transmitted by you when ordering products or services from the club.
This website contains links to other websites. We are only responsible for the privacy practices on this site. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit.
Policy for Children
We realise and understand that many children will visit the Website, or interact with Shrewsbury Town via another route, but encourage all persons under 16 to consult with their parents or legal guardian before submitting any content or information to Shrewsbury Town FC. Parents or legal guardians should, in particular, supervise children when online and recommend that parental control tools be put in place. Although anyone known to be under the age of 16 may participate in competitions and promotions, notification of a win or prize will be sent directly to the parent or legal guardian identified in the initial registration process. Any publication of a competition winner’s personal details for visitors known to be under 16 will require parental or legal guardian consent during registration.
Disclosure in Compliance with Laws
You should be aware that we may release your personal information or financial information when we believe it is necessary to comply with laws or regulations, to assist law enforcement, to enforce the terms under which you transacted with Shrewsbury Town FC, or to protect the rights, property or safety of Shrewsbury Town FC, users of the Site or others.
What to do if you do not want to receive marketing information
You have the right to prevent marketing information from being sent directly to you. If you prefer not to receive information from us or from any other organisation to which we may disclose your personal information, you can opt-out of further marketing by clicking the relevant boxes on the screen upon which you provide information or by writing to us by mail or email.
Please note, however, that if you do opt-out, we and/or they will be unable to keep you informed of new services, products, events or special offers that may interest you, and our ability to inform you of ticketing opportunities may be affected.
We reserve the right to change our security and privacy policies at any time. Accordingly, we recommend that you check this page periodically in order to review our current policies.
Your Rights to Access Your Information
You have the right to see a copy of the Information that we hold about you. We may charge a small fee towards the cost of administering any request you make. The current fee is £10.00. You may ask us to make any necessary changes to your Personal Information to ensure it is accurate and up-to-date.
23. ENVIRONMENTAL POLICY
The club is making efforts where practical to try and operate as a more environmentally friendly organisation. We recognise the importance of minimising our impact on the local environment. We aim to encourage players, fans, staff, and anyone involved in our Club to save energy and be more environmentally conscious. The Club is registered and working towards the EFL/Green Club initiative.
How to Contact Us
Data Protection Officer, Shrewsbury Town Football Club, Montgomery Waters Meadow, Oteley Road, Shrewsbury SY2 6ST
The Club Supporter Liaison Officer (SLO) whose role will be to converse and communicate with supporters and be a central contact for supporters, position is held by: Roger Groves and Mike Davis email: email@example.com
24. MATCH ABANDONEMENT PROCEDURES
24.1 Where any fixture is cancelled before spectators are admitted to the stadium, the Safety Officer will ensure everyone listed at: -
Appendix 2 is contacted
(i)Media Outlets will be contacted: The club will contact local and national media outlets to ensure that the news of the cancelation is conveyed asap to broadcast. Also contact Media Manager, Scott Demmerling, to convey message on Official Website/Social Media: firstname.lastname@example.org to advise local spectators.
(ii)Every effort will be made to contact the visiting Club and request them to use their local radio station to advise cancellation of the game. Also Radio 5 should be contacted:
(iii) If spectators have already been admitted when the decision to abandon the fixture is made the Safety Officer will ensure all turnstiles are immediately closed. Safety Officer will advise spectators inside and outside the Stadium of the situation by use of the PA system and request them to leave via the normal exit routes.
(iiii) If a fixture has been in progress for less than 45 minutes a replacement ticket will be offered to all spectators. Any fixture abandoned after 45 minutes of play, then no such arrangement will apply. Full-price admission will apply for a fixture rearranged under these circumstances.
23.2 Replacement Ticket Arrangements
(i)Season ticket holders will be unaffected since their card would apply for the rearranged game.
(ii)Persons who have purchased seat tickets will retain their ticket portion for the rearranged game.
The Ticket Office Manager will ensure details of numbers of tickets issued are available to the Safety Officer for the rearranged fixture to assist in reassessing the potential capacity.
If a supporter can not attend the rearranged match they should contact the ticket office to arrange a refund of the ticket they purchased for the original game.