Customers & Supporters Charter
Stenhousemuir Football Club recognises the bond between the Club and its supports, especially the young supporters who are the future of the Club, and appreciates the invaluable contribution they make. As such, the Club makes every effort to be open and honest regarding their policies and practise and ensures good communication with supporters.
Supporters Liaison Officer (SLO)
The Warriors Trust (Warriors Sports Society) has a Supporters Representative on the Stenhousemuir FC Board who acts as club Supporters Liaison Officer.
Currently the position is held by Trust Member, Andy McPhate who can be contacted directly at Stenhousemuir FC home games or by calling the club on 01324 562992, or by email at info@stenhousemuirfc.com
Accessibility
- Season tickets are offered to Concessions at a reduced rate.
- To encourage families to games, we offer free or reduced rates to under-16s. More information available in Admission section of the website.
- The club allows free admission to Under 16’s through the purchase of a season ticket. More information available in Admission section of the website.
- All ticket games – these are always pre-arranged with the visiting team, we offer tickets to season ticket holders first before selling to the general public.
- No seating is offered with a restricted view (i.e. where you have to physically move to acquire a full view of the pitch).
- 12 disabled seats are located at the front of the stand, which includes a seat for a carer.
- In the even a game is abandoned before kick off or before half time, free tickets will be issued to supporters.
Away Support
- The Club does not charge a higher admission price for Away supports.
- The Club abides by SPFL and SFA rules regarding allocation of tickets to visiting clubs.
Loyalty and Membership
- Warriors in the Community and Young Maroons members are entitled to free admission to all home league matches and benefit from other rewards.
Community Activity
- Warriors in the Community programme is active within the local area providing football classes for boys and girls.
- The Club have a close link with all local schools providing after school football classes.
- Mini-maroon classes are provided as a gentle introduction to football for all children aged 3 to 5 years.
- Healthy Lifestyle programme Football Fans in Training is designed to help keep our community healthy.
- The Club supports ‘Show Racism the Red Card’ and other schemes to eradicate racism from football.
Merchandise
- The proposed date for the sale of replica shirts is communicated through the club website.
- The Club offers refunds on merchandise in accordance with its legal obligations.
Customer Service
Stenhousemuir Football Club will;
- strive to provide value for money in all areas of its business.
- seeks to achieve the highest level of service.
- will treat all customers with respect and courtesy.
- will guarantee that all messages on its automatic telephone answer machine will be current.
- will respond promptly to any contact from a customer.
- will deal promptly with any complaint from a customer.
- endeavour to resolve any customer complaints in a professional manner.
UNACCEPTABLE CONDUCT POLICY
Stenhousemuir Football Club is committed to fostering a welcoming and inclusive atmosphere at all matches in which the club is represented. To achieve this, we have implemented an Unacceptable Conduct Policy to ensure the safety, respect, and enjoyment of everyone attending our games.
The Club takes a zero-tolerance approach to Unacceptable Conduct in any form. Individuals found to have engaged in such behaviour may face disciplinary action, including the removal of season tickets, bans from stadiums for a specified period, or other appropriate sanctions. In some cases, Unacceptable Conduct may also result in criminal charges.
DEFINITION OF UNACCEPTABLE CONDUCT
Unacceptable Conduct is defined as any behaviour that is violent, disorderly, or otherwise detrimental to the safety and wellbeing of individuals or groups.
Violent Conduct
- Any actual, attempted, or threatened physical violence against any person.
- Intentional damage to property.
Disorderly Conduct
Disorderly conduct includes, but is not limited to:
- Hate Speech or Acts
Behaviour that stirs up or sustains, or is likely or designed to stir up or sustain, hatred or ill will against individuals or groups based on: - Colour, race, nationality (including citizenship), or ethnic/national origin.
- Membership or presumed membership of a religious or social cultural group with perceived religious affiliation.
- Sexual orientation.
- Gender identity or transgender status.
- Disability.
- Threatening or Abusive Behaviour
- The use of threatening, abusive, or insulting words or actions.
- The display of writing, banners, or any item which is threatening, abusive, or insulting.
- Pyrotechnic Use
- The possession, use, or attempted use of pyrotechnic devices (e.g., flares, smoke bombs, fireworks) within or around the stadium. Pyrotechnic devices pose serious safety risks to fans, players, and staff, and their use is strictly prohibited.
PREVENTION AND ENFORCEMENT
Stenhousemuir FC will take all reasonable and practicable steps to deter and prevent individuals from engaging in Unacceptable Conduct.
When incidents occur, Stewards will be tasked to take appropriate action to address the situation and resolve it effectively. In cases where immediate intervention is deemed unsafe or impractical, the Club will take steps to identify individuals responsible. This may include:
- Written incident reports from Stewards.
- Information gathered during post-match debriefs.
- Evidence from CCTV, social media, or other reliable sources.
If an incident is not subject to a Police investigation, the Club Secretary may conduct further enquiries, prepare reports, and make recommendations to the Board of Directors. Disciplinary actions could include:
- Bans or restrictions for individuals involved.
- Review and improvement of Club procedures to prevent similar incidents.
COMMITMENT TO INCLUSIVITY AND SAFETY
Stenhousemuir FC is fully committed to promoting equality, diversity, and inclusion. We will not tolerate any form of:
- Racism, sectarianism, sexism, or bigotry.
- Harassment or discrimination of any kind, whether physical or verbal.
The Club will continue to work towards dismantling all forms of discrimination by developing practices that are inclusive, respectful, and reflective of the fundamental worth of every individual.
CONCLUSION
The issue of Unacceptable Conduct, including pyrotechnic use, is under close scrutiny. Stenhousemuir FC relies on the co-operation and support of all supporters to create a positive matchday experience for everyone. We encourage fans to report any concerns to Stewards or Club officials. Together, we can ensure a safe, enjoyable, and inclusive environment for all.
Stenhousemuir FC has an extensive and detailed Child Wellbeing & Safeguarding policy and procedure in place. Our child protection policy statement is below, however, our full Child Wellbeing & Safeguarding document can be downloaded by clicking the link below:-
CHILD PROTECTION BOOKLET – UPDATED MAY 2023
CHILD PROTECTION POLICY STATEMENT
Child Protection Officers: Blair Cremin
Contact- 01324 562992
CHILD PROTECTION POLICY STATEMENT
Stenhousemuir Football Club is fully committed to promoting, supporting and safeguarding the wellbeing of all children in its care. We recognise the child’s rights to protection as provided in Article 19 of the UNCRC: all forms of physical or mental violence, injury and abuse, neglect or negligent treatment, maltreatment or exploitation, including sexual abuse. ‘Child protection’ means protecting a child from child abuse or neglect, as stated within the National Guidance for Child Protection in Scotland 2014.
For the purposes of this policy a child is recognised as someone under the age of 18 years. This policy applies to all children regardless of age, gender, sexual orientation, disability, race, religion, socio-economic status or family circumstance.
Stenhousemuir Football Club will:
- Respect the rights of children as paramount.
- Promote the rights and wellbeing of children by providing opportunities for them to take part in football safely.
- Promote and implement appropriate procedures to safeguard the wellbeing of children and protect them from abuse, ensuring they know what to do and who they can speak to if they need help.
- Require members of staff and volunteers to adopt and abide by this policy and sign up to the Code of Conduct for Safeguarding Children’s Wellbeing.
- Safely recruit and select individuals who will be working with children to ensure appropriate measures have been taken and risk assessed when needed.
- Train, support and supervise its members of staff and volunteers to adopt best practice to safeguard and protect children from abuse and to reduce risks.
- Respond to any allegations of poor practice, misconduct or abuse of children in line with procedures as well as implementing, where appropriate, the relevant disciplinary and appeals procedures.
- Observe guidelines issued by local Child Protection Committees for the protection of children.
- Regularly monitor and evaluate the implementation of this policy, these procedures and associated safeguards and include children’s views in this process.
Review
This policy and associated procedures will be regularly reviewed and will include children’s participation and feedback on the content and actual experience of implementation as part of the review:
- In accordance with changes in legislation and guidance on the protection and safeguarding of children or following any changes within Stenhousemuir Football Club
- Following any issue or concern raised about the protection and safeguarding of children within Stenhousemuir Football Club].
- In all other circumstances, at least every three years.
RACISM
Stenhousemuir Football Club adhere to the following UEFA 10 point plan against racism
- Issue a statement saying the club will not tolerate racism, spelling out the action it will take against those engaged in racist chanting. The statement should be printed in all match programmes and displayed permanently and prominently around the ground.
- Make public address announcements condemning racist chanting at matches.
- Make it a condition for season-ticket holders that they do not take part in racist abuse.
- Take action to prevent the sale of racist literature inside and around the ground.
- Take disciplinary action against players who engage in racial abuse.
- Contact other clubs to make sure they understand the club’s policy on racism.
- Encourage a common strategy between stewards and police for dealing with racist abuse.
- Remove all racist graffiti from the ground as a matter of urgency.
- Adopt an equal opportunities’ policy in relation to employment and service provision.
- Work with all other groups and agencies, such as the players union, supporters, schools, voluntary organisations, youth clubs, sponsors, local authorities, local businesses and police, to develop pro-active programmes and make progress to raise awareness of campaigning to eliminate racial abuse and discrimination
Anti-Discrimination Policy
Stenhousemuir Football 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. Stenhousemuir Football Club will not to tolerate any such discrimination in any of the Club’s activities.
The Club will apply this policy to:
- Advertisements for employment.
- Seeking volunteers.
- External coaching and external activities/awards.
- Team selection.
- Courses.
- Promoting football development.
- Appointments within the football club.
Stenhousemuir Football Club will not tolerate racist, sectarian, sexual or bigoted harassment or any other discriminatory behaviour, whether physical or verbal, and will work to ensure such actions are met with appropriate action in whatever context it occurs.
We are committed to challenging and dismantling all forms of discrimination by developing club practice that is sensitive to all and suitable for all, reflecting the fundamental equality and worth of everyone.
You can view the club’s Equality Policy here.
DISABILITY POLICY
Disability Officer: David Alexander – contact 01324 562992
Stenhousemuir Football Club is committed to ensuring that its disabled supporters, staff and customers have as full access as is reasonably possible to all goods, services and facilities provided or offered to the public by the club.
Stenhousemuir Football 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.
Stenhousemuir Football Club has a training programme to ensure that all Senior Manages and appropriate ‘front line staff’ are trained in the provisions of the Equality Act 2010. Ongoing training will be included in staff induction programmes.
Stenhousemuir Football Club has a grievance procedure in place and guarantee to its disabled supporters, staff and customers that any complaint of discrimination will be dealt with quickly under that procedure.
Stenhousemuir Football 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.
