Clyde Football Club: Supporters' Charter

In February 2004, Clyde Football Club ("the Club") celebrated the tenth anniversary of being based in Cumbernauld, near Glasgow. In that period Clyde has attracted the support of a growing number of people in the Cumbernauld area, whilst enjoying and appreciating the continued and loyal enthusiasm of many who reside nearer the Club's original grounds in Bridgeton and Rutherglen.

Since its founding in 1877, the Club may have changed its registered ground on several occasions but it has not altered its traditional objectives:

1. To play football in a sporting manner and compete at the highest professional level in Scotland.
2. To attract support from all sections of the West of Scotland community.
3. To be financially viable
4. To encourage more people, especially children, to play football.
5. To be successful, both on and off the field, by being ambitious, imaginative, adaptive to change and committed to improvement.
6. To create a friendly atmosphere, safe environment, good facilities and excellent service to allow everyone to enjoy Clyde's matches.

To achieve these aims, the Club must build the best possible relationships with all our customers. The Clyde Football Club Supporters' Charter sets out how this will be achieved.

1. Customer Service
   1. Clyde FC will acknowledge/respond to any contact from customers within a maximum of seven days.
   2. The Club normally responds by telephone, e-mail, fax or letter. If a customer requests a response in writing she/he receives one.
   3. Customers with a customer service comment or complaint should contact Clyde FC Administration Officer Lynn Calder, who is available during normal weekday office hours. Lynn can be contacted as follows:
      
      Telephone: 01236 451511
      E-mail: info@clydefc.co.uk
      Fax: 01236 733490
      Mail: Clyde Football Club, Broadwood Stadium, Ardgoil Drive, Cumbernauld, G68 9NE
      
   4. Director of Operations _________________ has overall responsibility for Customer Service.
   5. All complaints will be recorded. The name of the supporter, contact details, date, time and nature of the complaint will be recorded together with the nature of the reply and any remedial action which has been taken.
   6. If a supporter/customer is unhappy with the explanation provided they should refer the matter to the Club's Chairman. If they remain unhappy they can submit the matter to the Scottish Football League who will evaluate the issue, and if deemed appropriate, raise the matter with Clyde Football Club.
2. Service Provision Objectives

   The Club will ensure that:

   1. Everyone receives equality of consideration when both seeking and using the services of Clyde FC
   2. General information regarding the services offered by Clyde FC is appropriately publicised.
   3. Supporters are informed as to fixture changes by whatever means it decides is most appropriate.
   4. Seekers and users of Clyde FC's services are made aware of the Club's customer service policy and be advised how to complain if they feel they have been unjustly treated.
   5. Complaints will be investigated promptly and thoroughly.
3. Supporter Information

   Clyde FC will:

   1. keep its supporters informed on a regular basis by whatever means it decides is appropriate.
   2. keep its supporters informed as to changes at the Club by whatever means it decides is most appropriate.
   3. publish its position on major policy issues
   4. publish details of its pay-at-the-gate and season ticket prices
   5. offer an appropriate concessionary pricing policy.
   6. publish its policy for postponed and abandoned matches
   7. publish its policy on visiting support seat allocation.
   8. publish the availability of and pricing policy for special needs seating and their carers.
4. Clyde FC Staff Conduct
   1. All staff, whether full-time, part-time, sub-contracted or casual labour employed on match days, have a duty to act as ambassadors for Clyde Football Club, a responsibility to provide proper care and attention to all supporters.
   2. Clyde FC is committed to briefing staff on key issues, so that they are sufficiently knowledgeable to be able to answer the majority of supporter queries or concerns. If they are individually unable to answer a supporter's enquiry, they will refer the matter to their supervisor, who will provide a response as quickly as possible but no later than seven days.
   3. If a supporter has a problem with any member of Clyde Football Club staff, the matter should be referred to Director of Operations __________________ at the Club.
5. Supporters Conduct
   1. The crowd at Broadwood Stadium doesn't, and is not expected to, watch the game in silence. The Club unreservedly recognises that encouragement of both teams by shouting, cheering and non-abusive singing has a positive influence on the atmosphere and can contribute to the outcome of the match.
   2. The Club will however take steps to prevent people from behaving in a manner likely to jeopardise the safety and enjoyment of others, or to bring discredit on the Club. This includes:
      1. the throwing of any article onto the pitch
      2. running onto the playing area at any time
      3. sectarian, racial or obscene chanting
   3. If Clyde FC becomes aware of any person having been convicted of a football-related offence (whether at Broadwood Stadium or elsewhere) or having been in serious breach of any of the Club's Ground Regulations, it will, in consultation with the relevant police authority, make a decision as to whether that person should be subject to a Club ban. Each case will be judged on its own merits and the length of any ban will depend on the severity of the offence and/or the breach of the Club's Ground Regulations.
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