Club Charter

This Charter is about making it clear how we will always deliver on our commitment to communicate as best as we can and to address any concerns and issues that any individuals or groups may have. It’s about making sure we’re always the best club we can be.

We’ll review this Charter from time to time to ensure that it’s kept suitably up to date with regard to any changes to laws, rules or regulations.

Here’s what we promise within the three principal pillars of our club:

1) Football

- Success on and off the field will be defined not just by results but also by fair play and enjoyment. - We will always be committed to developing our young players and youth squad. - We’ll always have respect and integrity for the game of football, referees and lines people and opposing teams. - We’ll endeavour to keep negative elements of football out of our club.

2) Community

- We’ll do everything we can to make sure that young people, the elderly, disabled and the disadvantaged feel at home in our club. - We’ll promote the health, happiness and other benefits of football. - We’ll respect all supporters and staff. - We’ll make resources and facilities available for the betterment of our community.

3) Environment

- We’ll ensure that the environment informs all of our decisions as a club and a business. - We’ll strive to stay at the cutting edge of environmental awareness in sport. - We’ll deal with our suppliers and business partners ethically and openly.

Supporter Links: SLO & Supporters Club

Our Supporter Liaison Officer is Dane Vince, who can be contacted via email reception@fgr.co.uk or write to: The New Lawn, Another Way, Nailsworth, GL6 0FG.

We have regular meetings with representatives of the Supporters Club and our SLO attends these meetings whenever possible.

As per Regulation 115, we also hold several ‘Meet the Manager’ events during the season, when all supporters can attend the ground to ask questions to our First Team manager, our Chairman and senior staff members.

Equality

Forest Green Rovers Football Club is determined to treat with equal consideration all supporters regardless of gender, race or ethnic origin, age, religious belief, sexual orientation, disability or any other unjustifiable reason.

The club, in association with its governing bodies (The Football Association and The Football League) and all football authorities, is determined to eradicate racism in football by ensuring that no barriers exist to anyone playing/enjoying the national game, whatever their ethnic background.

The club will not tolerate any such form of discriminatory behaviour (physical or verbal) and will work to ensure that any such behaviour is met with an appropriate disciplinary action in whatever context it occurs.

Forest Green Rovers Football Club is an equal opportunities football club for both our employers and our supporters. All employees and supporters will receive equal treatment regardless of age, race, disability, gender reassignment, pregnancy and maternity, sexual orientation, marriage and civil partnership, sex (gender), religion or belief or any other unjustifiable reason.

Safeguarding

All staff who work closely with children and young people receive appropriate training and are DBS checked where appropriate. See our Safeguarding policy.

Purchasing Tickets

We offer a range of ticket categories that offer supporters a great

You can either buy your tickets online at any time; over the phone by calling 0333 123 1889, Monday to Friday 9am to 3pm. Please check our website for information on any special ticketing for selected games.

Ticket Pricing

We offer five ticket categories based on age, from Adult to Under 11.

Find out more about our ticket pricing.

Disability

If you need to be accompanied by your carer or assistant to any Forest Green Rovers game, we’ll give them a free ticket. You just need to provide supporting documentation to show one of the following:

- You’re on the medium to high rate Disability Living Allowance (mobility or care). - You receive the Enhanced Rate Personal Independence Payment (PIP). - You receive Severe Disablement Allowance.

For information about special assistance at the ground, see the section of our site about The New Lawn stadium.

Returns/Refunds

Match tickets are non-refundable apart from in exceptional circumstances, in which case our Customer Service team will assess each case on its individual merits.

The club abandonment policy is:

- 5.4 In the event of abandonment of the Match at any time up to and including the half time whistle you will be entitled to use the ticket you have purchased to gain free entry at a future home match, subject to any and all applicable terms and conditions.

 - 5.5 No refund will be issued in the event of the abandonment of the Match after the half time whistle and you will not be entitled to use the ticket you have purchased at any future home match.

- 5.6 The Club will have no further, or other, liability whatsoever, including (but not limited to) any indirect or consequential loss or damage including (but not limited to) loss of enjoyment or travel or accommodation costs. 

Privacy Policy

Forest Green Rovers complies with the Data Protection Act 1998. We collect, store and use personal data carefully, and ensure that it is kept secure. As a rule we do not, and will not, pass the information that you give us to any organisations.

However, we may disclose personal information as part of a legal process, for example, in response to a court order.

We also may disclose such information in response to a law enforcement agency’s request or where we believe it is necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, non-compliance with of our Terms, or as otherwise permitted or required by law and consistent with legal requirements.

See our full Privacy Policy.

Crowd Safety & Ground Regulations

Forest Green Rovers Football Club provides a safe and secure environment for all visitors, by working closely with our Safety Advisory Group, Glos Constabulary and our in-house Safety Team, including our Safety Officer (SO) and Deputy Safety Officer (DSO). All staff have appropriate qualifications in spectator safety management.

See our Ground Regulations.

Merchandise

A great range of merchandise can be purchased online, throughout the week, or in person on a matchday, from the club shop.

If you need to contact the club in regards merchandise, please email clubshop@fgr.co.uk and if this relates to an order, please include the Order Number.

Club Behaviour Policy & Complaints Procedure

Forest Green Rovers Football Club aims to provide a safe and friendly environment for all visitors.

At times the behaviour of some visitors falls below what we would expect as reasonable and responsible members of society.

On occasions this behaviour may breach the rules and regulations governed by the football authorities or legislation introduced by HM Government.

a) Every effort will be made to conduct and resolve any investigation as quickly as possible.

b) The subject of the investigation will be contacted in writing by the Club, within 14 days of the date of the allegation being made, wherever possible. During the period of such an investigation, the club may suspend the supporter from attending games. If this is the case, this will be made clear in the initial contact letter.

c) At this time they will also be made aware of the details of the allegation that has been made against them.

d) They will be advised that they have the opportunity to present (in writing initially), any evidence they wish to produce in mitigation. All reasonable steps will be taken to ascertain the name and postal address of the individual concerned.

If the supporter is under the age of 18 years, the evidence should be submitted with the support of a parent/legal guardian/carer.

e) Every effort will be made to provide the supporter of the decision reached within 28 days of the offence being reported. This time limit may not be achievable due to circumstances beyond our control (police investigation, delays on receiving evidence, etc.) and the supporter will be made aware of this.

f) Any sanction imposed by the Club will not be open ended and may offer the chance for supporters to evidence a change in their behaviour and have the term of any Club Ban reduced.

g) After any sanction has been imposed, the supporter may lodge an appeal against the decision. This needs to be done by writing (letter or email) into the club, as outlined in the decision letter. This appeal will then be considered by the club and responded to within 28 days. During this time, all sanctions will remain in place.

View the full Club behaviour policy, which sets out how the Club will manage such behaviour.

If you wish to raise a complaint with Forest Green Rovers, please email reception@fgr.co.uk.

If the club is not able to resolve the complaint, or the complainant wishes to, they can refer their complaint directly to the Independent Football Ombudsman (IFO) at:

Independent Football Ombudsman, Suite 49, 57 Great George Street, Leeds LS1 3AJ contact@theifo.co.uk 0800 588 4066

Club Charity Policy

Forest Green Rovers FC operate a monthly draw to allocate requests for gifts/prizes for charities; if you wish to be included in this, please send a detailed request on headed paper from the charity to: Charity Requests, The New Lawn, Another Way, Nailsworth, GL6 0FG.