Club Charter 2012/13
The Rotherham United Football Club Charter outlines in detail our principal policies and commitments, including our ticketing policies to ensure complete transparency and accountability.
Rotherham United is proud of its relationship with fans and constantly strives to improve supporters’ match day experience and day to day interaction with the Club. If you do have reason to complain on a match day, please speak to a steward or a uniformed member of staff. We find that the majority of complaints can be resolved at the time of the initial problem. If your complaint cannot be resolved on the day or is concerning another matter, please contact us at the main club address, or by email to email@example.com or call our Customer Liaison Manager on 01709 827760
We will acknowledge receipt of all email correspondence and seek to respond to any communication within 5 working days, though this may increase during peak periods of the season. Should you be dissatisfied with the response you have received or feel your complaint has not been resolved, you can escalate your complaint for final resolution to the Clubs Chief Executive. Should you still remain dissatisfied with these responses, you can contact the Football League Customer Services Department;
The FL Customer Services Department
Edward VII Quay
Telephone: 0844 335 0183
The Rotherham United Football Club Charter outlines in detail our principle policies and commitments including our ticketing policies to ensure complete transparency and accountability.
Matchday – We aim to achieve the best matchday experience possible in every aspect with health and safety and enjoyment of our supporters our utmost priority. Our ticketing policies are outlined in detail further down.
A smoke-free Stadium – The New York Stadium is a totally smoke free environment.
Our Community – We recognise the important part we play within our community and as such continue to invest in it through our growing Rotherham United Community Sports Trust including our own Gateway of Achievement Learning Zone (GOALZ), which has been used by local schools and community groups during the 2011/12 season.
Our Staff – Rotherham United is an equal opportunities employer and all applicants for employment will be regarded equally and will be given equal opportunities irrespective of race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin
Eliminating discrimination from football – We do not tolerate discrimination of any sort at Rotherham United, on the pitch or in the stands. As such, we participate in a number of football league initiatives aimed at eliminating discrimination of all types from football permanently.
Ticket and Fixture Information
At Rotherham United we endeavour to give the earliest possible notice of any changes to the clubs ticketing policy and will always publish the reasons for the change where possible. The club continually strives to offer a wide range of different priced tickets to suit the different needs of supporters. We have also introduced a scheme where supporters can pay for season tickets in instalments (details can be obtained by calling the club shop or ticket office). Rotherham United will always ensure that a minimum of 5% of seats within the home support area are made available to non-season ticket holders. Concessionary prices will be available for junior supporters (aged 12 and under), senior citizens (over 60), students and the disabled with under 8’s able to enter games for free.
Ticket allocation – Tickets are allocated differently with different concessions on offer for home League fixtures, home Cup fixtures, away League fixtures and away Cup fixtures. See the relevant section in the following pages for further information.
Ticket purchasing methods – Match tickets can be purchased in the following ways, subject to ticket allocation and on-sale dates. Please refer to the Club’s Communication Channels for full ticket details of the relevant fixture. When the Club announces on-sale dates and times, the same on-sale date and time applies to the online ticket service (£1.50 postage cost applies).
Telephone bookings will incur a £2.50 booking fee (£1.50 postage and £1 transaction charge) irrelevant of the number of tickets purchased.
Online – Tickets may be purchased 24 hours a day, seven days a week. Log-on to our home page themillers.co.uk and click on the “Buy Tickets and Merchandise” button at the top of the webpage and then select the “Buy Match Tickets Online” button on the club shop home page.
By Telephone – 08444 140737, Monday to Saturday 9.00am-5.00pm. As a first time purchaser you will be required to register your details with us for health and safety and you will require your postcode and house number, together with a valid credit/debit card.
In person – At the Club Shop, open Monday to Saturday 9.00am-5.00pm or from the ticket office on match day open from 5pm for midweek evening kick offs and from 12pm to 3pm on Saturday afternoon kick offs.
Fixture Changes – The complex combination of TV in the Football League added to Cup fixtures for the Johnstone’s Paint Trophy, League Cup and FA Cup means certain matches may be subject to change of match date and kick-off time. It is the responsibility of the ticket holder to ascertain the rescheduled match date and kick-off time, which is communicated through the Club’s Communication Channels.
The Club is not liable for any travel or accommodation costs incurred or lost as a result of these fixtures changes and no refunds or compensation will be paid in these circumstances.
Abandoned Home Matches – In the event of the match being postponed or abandoned, your ticket is valid for the new date.
Children/Student/Senior Citizen Concessionary Priced Match Tickets – Children (Under 8’s) are free in the East (family) Stand, Juniors (aged 8-15) pay from £6, Students with a valid NUS or College ID card pay from £10 and Senior Citizens (aged 60 and over) pay from £10 (all from prices are subject to location and advanced purchase discounts).
Accommodating Away Supporters – Rotherham United abides by Football League regulations governing the allocation of tickets to visiting clubs and supporters. Rotherham United does not charge admission prices to away supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary prices offered to senior citizens, students, children and disabled fans are the same for home and away fans.
Supporters with disabilities – Supporters with medium, higher rate Disability Living Allowance are eligible for concessionary tickets starting from £10 while those on the higher rate also qualify for a free helpers ticket. Details of our ticketing arrangements and our disabled supporter services can be obtained from our Disability Liaison Officer, by contacting: 08444 140737, by email to: firstname.lastname@example.org or by post to:
Disability Liaison Officer,
Rotherham United Football Club,
New York Stadium,
New York Way,
Consultation and Information – At Rotherham United we regularly consult with supporters through monthly meetings with R.U.S.C (Rotherham United Supporters Club) and the Millers Trust. The Club is always looking to develop relationships with stakeholders, local authorities and club sponsors.
Away Matches – The clubs supporters are allocated tickets for away matches in the following order: Season ticket holders have first option to purchase if the allocation is restricted followed by Mayday then Millers Trust Members and Supporters Club Members and then finally tickets go on general release. The home club for the away fixture will determine the prices for the match.
In the Community
Community Sports Trust – The trust works with 2000 people per week and delivers a number of diverse activities that range from Schools Development Programmes that are aimed at increased pupil participation to Education, Health, and Social Inclusion work with 50 plus age group. We have a very successful Schools Development Programme and Soccer School activities which allows the trust to sustain itself and we also work in partnership with voluntary, public and private sector organisations to develop projects to work with hard to reach groups, vulnerable people, etc.
Bright Sparks Matches – The Club will select a number of “Bright Sparks Matches” as part of our on-going work with schools in the area to encourage families and fans of the future to attend football league matches and enjoy the atmosphere at the New York Stadium. These tickets are purchased in advance through the applicable school. Details of these matches will be advertised trough the clubs communication matches and through the schools.
Charities and Merchandise
Our Nominated charities – and the good causes we support. We recognise our corporate and social responsibility and work closely with a number of local and national charities and good causes throughout the season. This season we will be working closely with Prostate Cancer UK as our main nominated charity.
Charity Requests - No requests for charity will be considered if received by email. Rotherham United Football Club receives many legitimate requests every week for signed merchandise to help raise funds for charity events. However, the club only accepts requests in writing on headed charity notepaper or, in the case of individuals, with a supporting letter from your chosen charity. All letters should be addressed to the club and the policy of Rotherham United Football Club is to help local organisations first.
Quality Merchandise – We aim to provide a range of quality merchandise for the benefit of all supporters. Our merchandise refunds and exchange policy is as follows: If goods are not suitable, they can be fully refunded or exchanged provided they are returned within 28 days of purchase in new unused condition with the original tags still attached with presentation of the original receipt.
Our Ticketing policies are outlined below. Our guiding principles in determining ticket policies are that they should be fair and right for the majority of our fans and should reward those who attend most regularly.
Club Communication Channels
Club Shop and Ticket Office - 08444 140737
Other Useful Contact Information:
To ensure your call is directed as quickly and efficiently as possible the below contact details have been provided for the relevant department contacts.
Reception – 08444 140733
Ticket Office – 08444 140737
Chief Operating Officer – 08444 140734 - Paul Douglas
Head of Commercial – 08444 140736 - Mark Hitchens
Head of Supporter Services – 08444 140737 - Denise Pickersgill
Retail Team Leader - 08444 140737 - Leanne Revill-Markham
Media Department – 08444 140733 - Matt Young
Finance Department – 08444 140733 - Craige Spencer
Community Sports Trust – 08444 140745 - Jamie Noble
Youth Department – 08444 140733 - Steven Moss
Stadium Manager – 08444 140734 - Paul Davis
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Rotherham United Football Club (RUFC)
New York Stadium,
New York Way,
Telephone: +44 (0)8444 140733
Facsimile: + 44 (0)8444 140744