Customer Charter

Customer Charter

Chesterfield FC is the fourth oldest football club in the country and moved to its new 10,000 all-seater stadium at the start of the 2010/11 season. Outlined below are our principal policies and commitments to ensure complete transparency and accountability.

Club Ownership
Chesterfield Football Club is the trading name of CFC (2001) Ltd, which is a Limited Company owned by its shareholders and run by a Board of Directors.

Club Objectives
Chesterfield Football Club aims to be a source of civic pride in the town of Chesterfield by:
– Playing professional football at the highest level possible.
– Managing the club professionally so as to ensure a sustainable future for top class sport in the town.
– Eradicating anti-social behaviour, specifically in the family areas of the ground, making the matchday experience more appealing to all supporters, especially families.
– Providing a facility which will attract visitors to the town and create education, training and employment opportunities.
– Provide excellent customer service in all departments of the club.

Customer Service
Customers are encouraged in the first instance to take up their query, complaint or concern with the relevant department of the club.

If the matter cannot be resolved verbally the issue should then be submitted in writing.

Letters should be addressed to:
Nigel Smith
Chesterfield FC
SMH Group Stadium
1866 Sheffield Road
S41 8NZ

Emails should be sent to [email protected]

A Customer Complaint Form is available from reception.

Following recent Government changes relating to the 2015 Alternative Dispute Consumer Regulations the IFO sought, and was granted, accreditation as a certified Alternative Dispute Resolution (ADR) body, to ensure both its Ombudsman status and role within football’s complaint system was retained. With effect from 1st July 2016, The IFO’s ADR status will mean a change to the current football complaints process.

Under the new ADR system, supporters can refer any complaints straight from club to IFO stage, removing the requirement for a formal governing body stage. Clubs are therefore required to reflect these changes within their complaints procedures and Customer Charter for the forthcoming 2016/17 season (e.g. remove reference to EFL).

The National League – Ground Regulations
Published by The Football Conference Limited (trading and known as The National League) – July 2019.

Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association and The National League in respect of the relevant competition. The Ground Regulations incorporate the Club’s Customer Charter and entry to the Ground shall constitute acceptance of theses Ground Regulations.

“Ground” means this football stadium and all locations owned, occupied or utilised by the Club. “Club” means this football club. “Match” means any association football match (or any part or aspect of such a match) taking place at the Ground. “Material” means any audio, visual or audio-visual material or any information or data. “Football Authorities” means The National League, The Football League, The Premier League, The Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football

1 Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground of any person:

1.1 that fails (or in the Club’s reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward; and/or

1.2 their presence within the Ground is, or could (in the Club’s reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.

2 On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).

3 The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.

4 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.

5 In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club’s Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.

6 All persons seeking entrance to the Ground acknowledge the Club’s right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.

7 The following articles must not be brought within the Ground – knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground.

8 Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Management.

9 The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

10 Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.

11 The following acts are offences under the Football (Offences) Act 1991 (as amended):

11.1 The throwing of any object within the Ground without lawful authority or excuse.

11.2 The chanting of anything of an indecent or racialist nature.

11.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse. Conviction may result in a Banning Order being made.

12 All persons entering seated areas of the Ground may only occupy the seat allocated to them by their ticket. No person entering the Ground should move from any one part of the Ground to another part without the express permission or instruction of any steward, officer of the Club and/or any police officer.

13 Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.

14 National League stadia are subject to Laws governing smoking. These Laws must be observed and smoking will not be permitted within particular marked areas of the Ground where it is prohibited.

15 Mobile telephones and other mobile devices are permitted within the Ground PROVIDED THAT (i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes); and (ii) no Material that is captured by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.

16 Under the Sporting Events (Control of Alcohol etc) Act 1985 (as amended)*, the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:

16.1 Attempting to enter the Ground or being inside the Ground whilst drunk;

16.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.

*The Sporting Events (Control of Alcohol Act etc) 1985 does not apply to NationalLeague North or National League South matches unless Clubs from these Divisions are playing against teams from a higher Division, e.g. The Premier League; the Football League or The National League.

17 Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.

18 Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) to the Club and The National League. You further agree (if and whenever required to do so by the Club and/or The National League) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and The National League absolutely and with full title guarantee.

19 No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.

20 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground, any person who has transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions.) Tickets remain the property of the Club at all times.

21 CCTV cameras may be in use in and around the Ground and the Club may itself use or pass to the police or any Football Authority or other clubs, any recordings for use in any proceedings.

22 At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.

23 By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary. Further, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.

24 Refused entry to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.

Zero Tolerance
Chesterfield Football club has adopted a zero tolerance policy regarding racism, violence, physical and verbal abuse at the Proact Stadium.

The board of directors are committed to ensuring the workplace is a safe and pleasant environment for staff and visitors alike.

All visitors are expected to behave in a reasonable manner. Violent, racist or aggressive behaviour both physical and verbal will not be tolerated and action will be taken against any person acting in such a manner.

The club actively participates in the Football League’s Enjoy The Match campaign which encourages the family areas of the ground to be a safe and friendly environment to be enjoyed by all the family. Anyone experiencing foul or abusive language in these areas should report it to the nearest steward.

No Smoking Policy
The SMH Group stadium is a no smoking area. Smoking is only permitted on the perimeter of the Property.

Smoke – No Joke
As a member Club participating in The National League we have been directed to take the strongest action available against anyone found in possession of a Flare, Smoke Bomb or any other such pyrotechnic article(s).

Spectators are warned that we and The National League apply a zero tolerance approach to anyone attempting to bring such article(s) into this Ground/Stadium.

Due to their chemical make-up, a Flare, Smoke Bomb and all such pyrotechnic article(s) can be highly toxic for some people. This can lead to serious health consequences for those with pre-existing medical conditions and may in certain circumstances cause life threatening injury or concern. Some can explode and could endanger your players or club staff.

In order to protect all who enter and participate in matches, please note we reserve the right to search your person and/or effects and we further reserve the right to pursue legal action, civil or criminal, against any person who contravenes current legislation or our ground/stadium regulations.

To further safeguard all who attend any event at this ground/stadium, we welcome the receipt of any information which will assist us to deter, apprehend/detain and where appropriate prosecute, anyone in possession of; or found discharging or being a party to the discharge of, such an article(s).

Staff Conduct
All staff whether full-time, part-time, or matchday staff have a duty to act as ambassadors for Chesterfield FC with a duty for supporter care and attention.

If a supporter has a problem with any member of Chesterfield FC staff, the matter should be referred in accordance with the procedures outlined above.

An Equal Opportunities Policy operates at Chesterfield Football Club. The club does not allow discrimination against any individual or group on the basis of sex, sexual orientation, age, religion, race, nationality, ethnic origin, disability, nor does it permit harassment of individuals or other discriminatory behaviour whether physical or verbal and will work to ensure that such behaviour is met with appropriate disciplinary action whenever it occurs.

Chesterfield Football Club is committed to briefing staff on key issues so that they may answer the majority of supporters’ queries. If they are unable to do so they will refer the matter to the relevant person responsible.

The club will work with the stewards to ensure that spectators act in a reasonable manner and will not tolerate racial or sexual comments towards players, staff or fellow supporters. Staff will ensure that the provisions of the ground rules are complied with.

We actively search for ways to improve facilities, merchandise and service in a continuing drive to make every visit to the SMH Group Stadium efficient and enjoyable for our supporters, whose loyalty is recognised and appreciated.

Supporter Conduct
The club wants supporters to be part of the passion at the SMH Group Stadium in a safe, secure and enjoyable environment. The club is committed to preventing people from behaving in a manner likely to jeopardise the safety or enjoyment of others, and from bringing discredit to Chesterfield Football Club.

If the club becomes aware of any person having been convicted of a football-related offence or having been in breach of any of the club’s ground regulations, a decision will be made as to whether that person will be subject to a 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.

Banning Orders
Banning Orders will be issued for the following offences:

Encroachment onto the playing area before, during or after a match without the permission of the club (except for issues of public safety).

Banning Order: Three years.

Encroachment onto playing area, before, during or after a match and approaching and/or interaction with a player and/or making contact with the player (except for issues of public safety).

Banning Order: Ten years.

Discharge of a missile (eg bottle, coin etc) into the crowd or playing area at any time.

Banning Order: Five years.

Racist/homophobic/gender chanting or comments within the confines of the stadium.

Banning Order: Five years.

Inciting hatred and/or making malicious or false communications to the detriment of the club.

Banning Order: Three years.

Banning Order Definition
A Banning Order means that any individual subject of such an Order will not be admitted into the stadium for any matchday or non-matchday event for the duration of the ban.

Anyone found guilty of breaking such a Banning Order will have it extended to a Lifetime Ban.

Individuals subject of a Banning Order will not have access to the True Blue Travel club.

Season ticket holders and/or hospitality lounge members subject of a Banning Order will have their ticket cancelled without refund.

It is at the discretion of the club that the name of anyone with a Banning Order against them will be published on the official Chesterfield FC website.

Appeal Process
Any individual subject to a Banning Order will have the right to appeal against the decision by making a written appeal within 14 days of the date of notification to the board of directors or their nominated representative.

Where a Banning Order exceeds three years, the individual subject of the order can request the board or its nominated representative to review the terms of the order by making such an application in writing, where evidence of an exceptional change of circumstances must be shown in order for the review to be successful.

Safeguarding Children Policy – Matchday
Chesterfield Football Club is committed to providing a safe environment for all supporters.

It has come to our attention that a small number of young children are entering the stadium unaccompanied by an adult for the duration of the match

All children aged 12 and under attending a match at the SMH Group Stadium must be accompanied by a responsible adult for the duration of the game.

This policy has been introduced to safeguard our younger fans in the event of an emergency on match day.

Any children who become separated from family or friends should approach a uniformed steward who will take the appropriate action.

If children enter the stadium unaccompanied, the club reserves the right to treat them in the same manner as older supporters, including ejecting them from the stadium if they are in breach of the ground regulations.

Disabled Supporters
The stadium has spaces in each of the stands for supporters in wheelchairs and their carers.

Each of our concourse bars have a lowered serving point suitable for wheelchair access.

We offer disabled supporters a free carer’s ticket if they are on the higher or middle rate of disability allowance. This will only be given on production of eligibility from the department of work and pensions.

The club offers a radio commentary on match days for our visual impaired supporters. These can be picked up from the main reception for a small deposit.

The club has a disabled coordinator who is always available to answer any questions or concerns our disabled supporters may have.

Consultation and Information
The Chesterfield FC official website – – has up-to-date news 24 hours a day and this is supported by the club’s social networking channels, Facebook and Twitter.

The club is committed to keeping its supporters informed and publicises its position on major policy issues in the match day programme, local media and club website.

The club gives the earliest possible notice through the match day programme, local media and club website of any change in its ticketing policy and the reason for the changes.

As a club we are constantly striving to improve our relationship with our fans.

The stadium offers full catering facilities on match days in each of the four concourses. These include hot and cold food and drinks including locally sourced Jackson’s pies and Brampton Brewery real ale.

The club also offers match day hospitality through membership of the SBK Computers Spires Restaurant, Brampton Brewery 1866 Lounge and the National Windscreens Vice Presidents Suite in The Van Yard (West) Stand. Single matchday hospitality can be bought in the SBK Computers Spires Restaurant, which includes a three-course meal, stadium tour and padded seats right outside the lounge.

Stewards are always on hand to help with any situation which may arise including crowd control and evacuation.

There are St. John Ambulance personnel situated around the ground clearly visible to attend to any First Aid needs of our supporters.

Link to Ground Regulations

Stadium Car Parking
The club operates a permit only car at the stadium however there are several free parking spaces for pedal cycles.

Cars are parked at owners risk and must be parked in marked bays and clearly display the parking permit.

The club asks that supporters travelling by car do so by parking in appropriate places, respecting the needs of local residents and avoiding parking on ‘Access Only’ roads.

The club continues to strive for the wider access at matches by offering a broad range of ticket prices. The prices for league matches are announced prior to the start of the season.

The club operates a scheme to pay for half season tickets during mid-season to accommodate additional interest promoted by the success of the team.

At least 5% of tickets to each game are available to non-season ticket holders.

The club sells tickets in three categories. Adults 21 and over. Concessions for 65 and over and 17-20 year olds. Juveniles 16 and under.

The club provides an area of the ground for the exclusive use of family groups and junior supporters known as the Family Stand. Children under 7 are admitted to this area of the ground at a reduced rate.

Away Matches
The allocation of away tickets is usually sufficient to accommodate all our travelling fans but season ticket holders then member card holders have priority when in limited supply for league and cup matches.

Cup Competitions
The pricing policy is dependent upon the competition and status but is usually in accordance with our league fixtures.

The club undertakes to give a full refund on all unwanted tickets, returned at least 48 hours prior to kick-off.

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 before half time, spectators are entitled to half price admission to the re-arranged game. If a match is abandoned after half time, no refunds are available.

Accommodating Away Supporters
The club abides by 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 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.

The away stand has facilities for 2,088 supporters. A further 1,112 seats can be segregated for use by away supporters in the Karen Child Community (East) Stand.

Tickets will be sent in advance to clubs for advance sales to alleviate queuing on the day subject to normal football league regulations.

The club undertakes research on the design and number of new strips in conjunction with its manufacturers.

Details of the next intended change of strips will be available from the Club Superstore.

The club offers refunds on merchandise, deemed to be defective, purchased in its official retail outlets in accordance with its legal obligations.

Merchandise returned for other reasons will receive a full refund if returned within 14 days of purchase, has a valid receipt, and is returned unused and in a re-saleable condition.

In the event that a customer is unable to provide a receipt, the Club will exchange the item or provide a credit note to the current retail value.

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

Data Protection
Chesterfield Football Club maintains the privacy and security of customer details held on record in accordance with the Data Protection Act 1998.

Customers are given the option to opt out of receiving any correspondence from Chesterfield Football Club on all forms of data capture.

Chesterfield Football Club does not pass on any information to thirrd parties.

Community Activity
Chesterfield Football Club continues to develop ways of supporting the local community through partnerships developed by the Chesterfield FC Community Trust, a registered Charity.

In September 2013, the Community Trust opened its state-of-the-art community facilities adjacent to the East Stand at the Proact Stadium. Through partnership working, it will provide a wide range of activities and programmes in facilities such as a large Soft Play area for children, a multi-purpose sports and community room, meeting rooms, a fitness gym and healthy living resource for all ages, a hydrotherapy and swim analysis pool for rehabilitation and swimming development, a classroom resource centre for local education, a cafe and much more. There will also be a Changing Places Accessible Toilet, providing facilities for people with disabilities and which will be the first in North Derbyshire.

The Trust is increasingly becoming the catalyst for other community projects in Chesterfield and the surrounding area using football, sport and the Chesterfield FC brand.
The Trust manages most of the community elements of the Club’s work. It has core themes of Sport & Physical Activity, Education, Health and Community Cohesion and in support of these themes, they visit schools and organise soccer and sport courses after school, on Saturday mornings and during school holidays. In addition they support the Senior Spireties, Walking Football and Walking for Health, Winning Mentality, Chester’s Match Day Club, Cycling, Holiday Clubs, the Heritage Group and deliver BTEC and other Education Programmes. They also organise Birthday Parties at Chester’s Den and deliver a holiday play schemes throughout North East Derbyshire.

The club aims to actively integrate its community activities and as a result the Community Trust arranges player appearances, fundraising activities and co-ordinates all charitable donations.

Customer Charter
This is available from the ticket office, the Club Superstore and on the official website.