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Customer Charter


 Burntisland Shipyard F.C. Customer Charter

Burntisland Shipyard F.C.’s Customer Charter is fully endorsed by the committee. and suggestions raised by customers.

The Club Chairman carries the ultimate responsibility for customer related issues and his contact details are provided at the foot of this page. He can be contacted during games or by email at any other time.

The Club’s customer base includes, but is not exclusive to: Supporters, Spectators, Visiting Club players and officials, Sponsors , Representatives of Football and Local Authorities, Schools, Community groups,  Family members, Retailers,

The Club expects that any contact in respect of  a customer related matter, whether positive or negative, will be responded to promptly and in any case within 14 days  In the event that such a response is not received, the Club Secretary should be contacted with details of the initial matter, noting the failure to respond timeously. The  club Secretary will then take the matter up as a matter of urgency.  Customers include supporters, sponsors, schools, community groups,

The club will hold a meeting with customers on request. If you feel you have an issue that you believe requires significant discussion, or do not feel that your complaint or suggestion has received an adequate or timely response under the Customer Charter guidelines, then you are encouraged to request that the issue is submitted to the committee for consideration.

The Club’s Customer Charter is detailed below copy can be accessed on the club’s official site at all times. Staff Conduct

The Club Believes:

  • Customer care starts on the inside, with a good staff team and work ethic.
  • Customers must be updated with progress reports whenever they have to wait.
  • It must remain courteous even in difficult situations.
  • It is offering a service and would like every customer to return.
  • Every conversation should be ended on a positive note.
  • That no problem is too big that together it cannot be  solved.
  • That it is important to remember that people come first when offering a service.
  • That friendly, helpful service with a smile and knowing your job and everyone’s rights is the key to good customer service.
  • That nothing should distract from putting the customer first and ensuring they receive proper attention.

The Club encourages all members of staff to note the following:

  • Caring about your job ensures you care about your customer.
  • Making sure each customer has something positive to say about you and the club, helps each customer to remain happy.
  • Treating every customer  as you would like to be treated yourself, is good practice.
  •  Aiming to achieve ultimate customer satisfaction in the club’s business is the goal.    

Consultation and Information

  • The club consults customers on a regular basis through public meetings and feedback through the club’s official Internet site.
  •  The club publicises its position on major policy issues in a user-friendly manner via the clubs match day programme, specialist publications and the club’s official Internet site.
  • The club has and will continue to develop ways of consulting with customers including sponsors and other interested parties.
  •  The club undertakes research on the design and the number of new strips and any other key branding decision.

Admission Pricing

  •  The club continues to strive for wider access to its home matches by offering a broad range of admission prices.


  • Concessionary prices are available to juniors, senior citizens and disabled supporters.

(Currently the clubs policy provides concessions for juniors up to 16 years of age and senior citizens at the age of 65 for men and women).

Cup Competitions:

  • Admission prices for cup competitions are priced at normal league admission prices unless stated or as mutually agreed with the visiting club.

Visiting Supporters: 

  • The Club abides by the Scottish Football Associations regulations governing the allocation of tickets to visiting clubs.
  • The Club does not charge admission prices or pre-booking fees to supporters of a visiting club, which are higher than those, charged to our own supporters for comparable facilities.
  • In particular pre-booking concessionary rates offered to junior senior citizen and the disabled supporters apply to supporters of a visiting club.


  • The Club endeavours to ensure that all replica strip designs shall have a minimum lifespan of one season.
  • The Club will provide supporters with information on replica strip launch dates.
  • The Club carries out it’s obligations under the Scottish Football Associations regulations to prevent price fixing in relation to the sale of replica strips.
  • The Club offers refunds on merchandise sales in accordance with its obligations under the sale of goods act.

Community Activities:

Burntisland Shipyard FC in the community

  • The Club is committed to building strong links with the community in Burntisland and the surrounding area.
  • The Club carries out its youth football development in the community using registered and qualified staff in accordance with SFA regulations and codes of practice.

Anti Discrimination Policy:

  •  Burntisland Shipyard  Football Club will continue to work alongside and with supporters to eliminate discrimination on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation.
  • Burntisland Shipyard  Football Club does not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal and works with others to ensure such behaviour is met with the appropriate action in whatever context it appears.
  • Burntisland Shipyard  Football Club supports the Scottish Football  Association and the other football bodies in their commitment to develop on-going training and awareness-raising activities in order to promote the eradication of discrimination.
  • Burntisland Shipyard  Football Club does not condone the use of racist language or behaviour inside or outside Recreation Park.
  • Whether home or visiting supporters are responsible, the club seeks to eliminate all unacceptable and anti-social behaviour. Any person found using such language or behaviour may be banned by the club and the person concerned may be liable for arrest and subsequent prosecution. This in turn may lead to a banning order being served by the club.
  •  The club recognises that those associated with football have made significant attempts to tackle the issues of racism in recent years.
  •  The governing bodies have committed themselves to the campaign and have been keen to spread the message through their members.

Nine Point Plan and On-going Campaign

The Club

1. Has issued a statement stating they will not tolerate racism, spelling out the action it will take against those engaged in activities such as racist chanting. These objectives have been printed in the match day programme and displayed prominently around the ground, from time to time, as part of an ongoing campaign.

2. Uses its public address announcements to condemn racist chanting as part of the campaign.

3. Strives to ensure that season ticket holders do not take part in racist abuse.

4. Takes action to prevent the sale of racist literature both inside and around the ground.

5. Takes disciplinary action against anyone associated with the club who engages in racial abuse.

6. Contacts other clubs as required and when asked to do so to ensure that they understand the Club’s policy on racism.

7. Encourages a common strategy between all staff, stewards and police for dealing with racial abuse.

8. Removes racist graffiti from the ground as a matter of course.

9. Adopts an equal opportunities policy in relation to employment and service provision.

Equal Opportunities Policy

General Policy:

  •  Burntisland Shipyard  Football Club is an equal opportunities employer.
  • The Club is committed to equality of opportunity within its organisation and encourages a similar commitment from organisations with which we have contact, either through our business or socially.
  • Equality of opportunity at the Club means that we will not discriminate against or in any way treat less favourably, any persons on grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation in any of our activities.

These Activities Include:

  • The advertisement of jobs.
  • The selection of candidates for employment or promotion.
  • Job location or working environment.
  • Internal and external training activities and awards.

The club provides:

  •  Support for disabled spectators and their carers in designated areas.
  • Details of our disabled facilities and ticketing allocations through the following contact.

Customer Service

Our customer service charter contact is:

  •   Andy MacDougall: Email –
  •  ( Secondary contact – Andrew Beveridge).
  • The club will respond to any contact from a customer within a period of 14 working days.
  • The club will normally respond by either letter or e-mail.
  • If a customer requests a response by telephone he/she will receive one.
  • The club can arrange meetings for supporters by prior arrangement

Burntisland Shipyard FC September 2023