Club Charter

Hamilton Academical Football Club (Hamilton Accies)  recognises the special bond between the Club and its supporters. It recognises and respects the invaluable contribution the supporters make to the life of the Club.

As such, the Club makes 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. Documentary evidence of this shall be included in the Club’s audit submission.

Key Issues

1. Accessibility
2. Away Support
3. Loyalty & Membership
4. Consultation & Information
5. Community Activity
6. Merchandise
7. Staff Conduct
8. Customer Service

1. ACCESSIBILITY

1.1 Hamilton Accies continue to strive for wider access to matches by offering –

1.1.1 The Club offers a broad range of ticket prices. Customers buying more expensive seats or packages in hospitality enable us to charge other customers less for their tickets. From single match tickets and family oriented season tickets to corporate packages, a range of tickets are available. In season 2016-17 u16 season tickets cost just £14

1.1.2 More than 50% of tickets to each game are made available to non-season ticket holders.

1.1.3 Concessions are available for supporters aged under 18 (as of 1st August 2014) and those over 65 years of age, and disabled supporters plus carers where appropriate. No seating offers a restricted view to supporters. (Our meaning of “restricted view” is where you have to move to gain an unrestricted view, or where one or both goals is completely blocked by a post.  Movement of the head to the side to gain a view is not considered a restricted view.)

1.1.4 Areas of the ground are made available for the exclusive use of family groups.

1.1.5 Support for disabled and visually impaired supporters and their carers. Our disability co-ordinator can be contacted at the stadium office on 01698 368650.

1.1.6 The Club offers reduced admission to restaging of abandoned games. If a match is abandoned having kicked off you may be entitled to a refund of the cash admission charge paid at the turnstile in the determination of the Club/Event Organiser acting reasonably. Where a match is abandoned before the expiry of the first half admission vouchers for the rearranged fixture will be issued to those who attend the abandoned match. The issue of such vouchers in cases where the match is abandoned after the expiry of the first half shall be a matter for the reasonable discretion of the Club.

1.2 Tickets for cup competitions are announced to supporters following discussions between the clubs. Away clubs will receive a minimum of 10 % of tickets, and tickets for Cup matches are usually offered to season ticket holders, and then to the general public.

1.2.1 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 which are higher than those charged to our own supporters for comparable accommodation. In particular, our concessionary match day rates offered to senior citizens and junior supporters apply to supporters of a visiting club. The Club also intends to offer tickets for away visually impaired fans at the same admission price and with the same facilities as home fans.

2.2 The Club abides by the SPFL and SFA rules governing the allocation of tickets to visiting clubs.

3. LOYALTY & MEMBERSHIP

3.1 The Club offers additional Gold Hospitality season tickets which give access to the McArthur and McCarthy Suite.

3.2 The Club subject to demand, organises and escorts mascots for every home fixture.

4. CONSULTATION & INFORMATION

4.1 The Club publicises its position on major policy issues in a concise format in the club match day programme, through the official club Internet website, and through press releases and where appropriate Official Social Media platforms.

4.2 The Club is in regular consultation with shareholders, sponsors, the local authority, and other interested parties.

4.3 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

4.4 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.

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, those suffering from addiction, 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” to tackle problems of racism in the game.

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 grass roots football.

6. MERCHANDISE

6.1 Both home and away replica strip designs will normally have a life span of at least one or two seasons, unless changes are enforced due to contractual obligations.

6.2 The Club intends to communicate with its supporters regarding new replica strip designs.

6.3 Future details of the next intended change of kits will be made available from the club shop.

6.4 The Club carries out its obligations to prevent price fixing in relation to the sale of replica strip.

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.

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

Hamilton Accies Football Club….

8.1 strive to provide value for money in all areas of its business.

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, Hamilton Accies 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 acknowledge any letter of complaint within 3 working days of receipt and will endeavour to provide a full response within 10 days.

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 Chief Executive as follows :

Hamilton Academical Football Club Ltd
The SuperSeal Stadium
New Douglas Park
Hamilton ML3 0FT

 

This document last reviewed by the Board on 1/10/2016