Grimsby Town Football Club

Customer Charter

Customer Service

If you have a legitimate concern or constructive comment, please contact the Club's Customer Services Designate at the Club Offices between the hours of 9.00 am and 5.00 pm Monday - Friday or by the following methods:

By Post Grimsby Town Football Club plc

Blundell Park

Cleethorpes

North East Lincolnshire

DN35 7PY

By Telephone 01472 605050

By Facsimile 01472 693665

By Email customerservice@gtfc.co.uk

STAFF CONDUCT

Grimsby Town Football Club staff will conduct themselves in a courteous and responsive manner in all dealings with customers.

Please also refer to the club's anti-discrimination policy.

CONSULTATION AND INFORMATION

The Club publicises its position on major policy issues in an easily digested format on the Official Website and in the Official Matchday Magazine.

The Club continues to develop ways to consult with supporters, shareholders, sponsors, the local authority and other interested parties.

The Club undertakes research and consultation with supporters on the design of new strips.

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TICKETING

Pricing

The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

The Club operates a scheme to enable supporters to pay for season tickets by instalments at a reasonable rate of interest.

Allocation

At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions

Concessionary prices are available to junior supporters, senior citizens, the unemployed, students and disabled supporters. All concessionary rates are non sex discriminatory.

Senior Citizen 65 and over

Junior Attending Secondary Education

Students In possession of a current NUS card

Unemployed In receipt of unemployment benefit or similar

Disabled In receipt of mobility allowance or similar

The Club also offers a child free scheme in the Main Stand, whereby a junior can be admitted free with every full paying adult - League matches only.

The Club provides:

An area of the ground for the use of family groups and junior supporters and

support for disabled spectators and their carers. The Safety Officer can be contacted for details of our disabled facilities and ticket allocation.

The club clearly identifies restricted view seats on match tickets but does not offer a discounted price for such seats.

Loyalty and Membership Schemes

The club runs the following Membership schemes. A 'Mariner Discount Card' enables adult home supporters to receive a £2 discount on Lower Smiths and Pontoon Stand admission price.

Away Matches

The Clubs supporters are allocated tickets for away matches, with preference given to season ticket holders if necessary. The home club determines the cost of these tickets.

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Cup Competitions

Tickets for Cup Competitions at Blundell Park are priced as per league matches unless agreed otherwise with the visiting club. Season Ticket Holders and sponsors will have first refusal on their seat during a designated period prior to the match and the club reserves the right to implement a voucher system to ensure as fair an allocation of tickets as possible.

Returns/Refunds

Prior to a match The club will issue a full refund or exchange any unwanted tickets.

After a match No refunds will be given after the match has taken place.

If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game. If a match is abandoned after kick-off, spectators are entitled to half price admission to the re-arranged match.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by Football League Regulations governing the allocation of 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 citizens and junior supporters apply to supporters of a visiting club, taking into account the 'Mariner Discount Card'.

MERCHANDISE

The Club endeavours to ensure that all replica Strip designs shall have a minimum lifespan of one season.

The Club provides swing tickets attached to replica strip stating its launch date.

Details of the next intended change of kits are available from the club shop.

The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

The Club offers refunds on merchandise in accordance with its legal obligations.

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COMMUNITY ACTIVITIES

1. The main objective of the Community Project is to encourage fun and participation amongst all ages, particularly children aged 5-16 years, in the hope that many of these will develop an affection for the Club.

2. The emphasis is on encouraging boys and girls to enjoy football and to take an active part in all football related activities, no matter what level of ability.

3. We support active integration of the Football Club into the local community through player appearances, fundraising activities and supporting local charities and businesses.

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ANTI-DISCRIMINATION POLICY

1. Grimsby Town Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

2. Grimsby Town Football Club is an equal opportunities employer. We are committed to equal opportunity within our own organisation.

3. Equality of opportunity at Grimsby Town Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:

$ The advertisement of jobs

$ The selection of candidates for employment or promotion

$ Job location or working environment

$ Pay and employment terms and conditions

$ Internal training and development activities

$ External education activities and awards

$ Football development activities

$ Selection for representative teams

$ Appointments to honorary positions

4. Grimsby Town Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

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