Customer Charter

York Stadium Management Company (“SMC”) actively welcomes constructive feedback from users of the stadium both positive and negative. We believe this helps us to deliver an improved and more effective service.

In this customer charter we outline the minimum standards of service that all stadium users can expect. For equivalent details of the specific policies and standards for York City Football Club and York RLFC, please visit their respective websites.

Consultation, Information & Communication

The SMC formally meets its various stakeholders on a weekly, monthly, quarterly and annual basis each year to discuss significant issues relating to stadium users in respect of match day operations, the provision of ticketing and the overall condition of the facilities generally. In addition, the SMC communicates with its stakeholders on a regular basis through forums and via the website.

The SMC administers the ticketing policy on behalf of its users. For details of the respective policies for York City Football Club and York RLFC, please visit their websites.

The SMC monitors all its social media sites for responses/comments to gauge opinion.

The SMC continues to develop ways to consult with commercial partners, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents.

Data Protection

The SMC recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is stored confidentially in accordance with the General Data Protection Regulation (GDPR) and in line with the SMC’s Privacy Policy.

It includes, but is not limited to the following principles:

  • All data is stored and transferred securely with access restricted to necessary users. All supporter data is processed fairly and lawfully for limited purposes and in an appropriate way. Supporters do have the option to “opt in” of both club and third party communications.
  • Supporter data will not be shared with third parties, unless prior notice or consent is given and agreement received from individual supporters. All information stored by the SMC or shared with 3rd parties in accordance with the above statement shall be stored in the European Economic Area (EEA) unless explicitly stated otherwise at the point of data collection.
  • Should any update be made to the Privacy Policy or a decision made that may impact the privacy rights of a data subject, communication will be made in advance of the change being implemented.
  • Further information on the club’s Data Protection Policy can be requested from the SMC by contacting [email protected]

Dedicated Areas Of The Ground For Families

The SMC administers match day fixtures on behalf of, and in consultation with, the users of the stadium. Any designated family areas allowing the user club to create a family atmosphere on matchday will be agreed on a match by match basis with those users. Where a user identifies a family area, it will advise supporters accordingly through its own communications.

Equal Opportunities & Equality Policy

The SMC is an equal opportunities employer.

SMC’s commitment is to promote inclusion and to confront and eliminate discrimination and to encourage equal opportunities. All employees and other individuals will receive equal treatment regardless whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership, race, nationality, ethnicity, religion or belief, ability or disability, pregnancy and maternity. These are known as ‘protected characteristics’ under the Equality Act 2010.

Helping Us To Help You

We welcome feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer. Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the SMC with any suggestions or feedback, please visit the Get In Touch tab.

Should You Need To Send A Complaint

At York Stadium Management Company, we strive to provide excellent products and services to our valued customers. We understand that there may be instances where you may have concerns or complaints about our products, services, or interactions with our staff. We take all complaints seriously and are committed to resolving them promptly and fairly. This document outlines our complaints procedure to ensure that your concerns are addressed effectively.

Step1: Contact our Customer Support Team

If you have a complaint, we encourage you to first contact our Customer Support Team. Our dedicated team is available to assist you and will make every effort to resolve your issue as soon as possible. You can contact our Customer Support Team below.

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    Step 2: Investigation and Resolution

    Once your complaint has been received, our Customer Support Team will conduct a thorough investigation. We will aim to resolve your complaint within 14 business days, but more complex issues may require additional time.

    During the investigation, we may need to contact you for further information or clarification. We appreciate your cooperation and timely response, as it will help us expedite the resolution process.

    Step 3: Final Response

    Upon completion of the investigation, we will provide you with a final response detailing the outcome of our investigation and any actions taken to resolve the complaint. Our response will be sent to you via the email.

    If you are satisfied with our proposed resolution, we will consider the complaint closed. However, if you are not satisfied with the outcome, you may request further review.

    Step 4: Escalation to Management

    If you are not satisfied with the resolution provided in the final response, you have the option to escalate your complaint to our management team. To do so, please reply to the final response email or contact our Customer Support Team, requesting escalation.

    Our management team will conduct an additional review of your complaint and provide you with a final decision within 10 business days.

    Step 5: Alternative Dispute Resolution

    If, after following our internal complaints procedure, you remain dissatisfied with the outcome, you may consider seeking alternative dispute resolution options. This may include contacting a relevant regulatory body or seeking independent legal advice.

    Please note that our commitment to resolving complaints does not affect your statutory rights or preclude you from taking legal action if deemed necessary.

    We value your feedback and take all complaints as an opportunity to improve our products and services. Your satisfaction is important to us, and we appreciate your cooperation throughout the complaint procedure.