Charter & Policies

Customers & Supporters Charter

Stenhousemuir Football Club recognises the bond between the Club and its supports, especially the young supporters who are the future of the Club, and appreciates the invaluable contribution they make.  As such, the Club makes every effort to be open and honest regarding their policies and practise and ensures good communication with supporters.

Supporters Liaison Officer (SLO)

The Warriors Trust (Warriors Sports Society) has a Supporters Representative on the Stenhousemuir FC Board who acts as club Supporters Liaison Officer.

Currently the position is held by Trust Member, Andy McPhate who can be contacted directly at Stenhousemuir FC home games or by calling the club on 01324 562992, or by email at


  • Season tickets are offered to Concessions at a reduced rate.
  • To encourage families to games, we offer free or reduced rates to under-16s. More information available in Admission section of the website.
  • The club allows free admission to Under 16’s through the purchase of a season ticket. More information available in Admission section of the website.
  • All ticket games – these are always pre-arranged with the visiting team, we offer tickets to season ticket holders first before selling to the general public.
  • No seating is offered with a restricted view (i.e. where you have to physically move to acquire a full view of the pitch).
  • 12 disabled seats are located at the front of the stand, which includes a seat for a carer.
  • In the even a game is abandoned before kick off or before half time, free tickets will be issued to supporters.

Away Support

  • The Club does not charge a higher admission price for Away supports.
  • The Club abides by SPFL and SFA rules regarding allocation of tickets to visiting clubs.

Loyalty and Membership

  • Warriors in the Community and Young Maroons members are entitled to free admission to all home league matches and benefit from other rewards.

Community Activity

  • Warriors in the Community programme is active within the local area providing football classes for boys and girls.
  • The Club have a close link with all local schools providing after school football classes.
  • Mini-maroon classes are provided as a gentle introduction to football for all children aged 3 to 5 years.
  • Healthy Lifestyle programme Football Fans in Training is designed to help keep our community healthy.
  • The Club supports ‘Show Racism the Red Card’ and other schemes to eradicate racism from football.


  • The proposed date for the sale of replica shirts is communicated through the club website.
  • The Club offers refunds on merchandise in accordance with its legal obligations.

Customer Service

Stenhousemuir Football Club will;

  • strive to provide value for money in all areas of its business.
  • seeks to achieve the highest level of service.
  • will treat all customers with respect and courtesy.
  • will guarantee that all messages on its automatic telephone answer machine will be current.
  • will respond promptly to any contact from a customer.
  • will deal promptly with any complaint from a customer.
  • endeavour to resolve any customer complaints in a professional manner.



Stenhousemuir Football Club wants to promote a good atmosphere at all home matches and have an Unnaceptable Conduct policy in place.   Stenhousemuir FC will not tolorate Unacceptable Conduct in any form and any individuals who are found to have engaged in Unacceptable Conduct may have action taken against them.  This may include the removal of season tickets and bans from stadia for a specified period/or other appropriate sanctions.   Unacceptable Conduct may also lead to criminal charges.


  • Unacceptable Conduct is conduct which is violent or disorderly.
  • Violent conduct includes any actual, attempted or threatened physical violence against any person, or intentional damage to property.
  • Disorderly Conduct includes:-
    • Conduct which stirs up/sustains, or is likely or designed to stir up/sustain hatred or ill will against or towards individuals or groups of people because of:
      • Colour, race, nationality, (including citizenship) or ethnic or national origin
      • Membership, or presumed membership, of a religious group or of a social cultural group with perceived religious affilitaion
      • Sexual orientation
      • Transgender identity
      • Disability
      • Using threatening, abusive or insulting words or conduct
      • Displaying writing or an other thing which is threatening, abusive or insulting


Stenhousemuir FC will take all reasonable practicable steps to deter and prevent individuals from engaging in Unacceptable Conduct.

Where incidents of Unacceptable Conduct are reported or detected Stewards will,  in the first instance, be tasked to take all reasonably practicable steps to properly deal with the situation and bring the matter to a satisfactory conculsion.

Where, for reasons determined by the Safety Officer it is not possible or practicable to directly intervene in an incident all reasonable steps will be taken to detect individuals engaged in unacceptable conduct.

This may include:

  • Written information from Stewards
  • Any information available from post match de-briefs
  • An other source of information available

Where the incident of Unacceptable Conduct is not subject of a Police enquiry, the Club Secretary may, where required, carry out any further enquiry necessary to bring the matter to a conclusion.  This may involve preparing reports and making recommendations to the Board of Directors on any disciplinary action required to be taken against individuals and/or making recommendations within the the Club to reduce and eradicate Unacceptable Conduct.


The subject of Unacceptable Conduct is already under close scrutiny and the Club seeks the co-operation and support of all supporter in its efforts to reduce and eradicate such behaviour.

Stenhousemuir FC will not tolerate racist, sectarian, sexual or bigoted harassment or any other discriminatory behaviour, whether physical or verbal, and will work to ensure such actions are met with appropriate action in whatever context it occurs.

We are committed to challenging and dismantling all forms of discrimination by developing club practice that is sensitive to all and suitable for all, reflecting the fundamental quality and worth of everyone.



The following is a copy of the Stenhousemuir FC Young People First booklet, given to all coaches when they receive their vetting form.   It consists of a Code of Behaviour for adults involved in Football Coaching, and advice on handling matters of suspected or alleged abuse.


It is the policy of Stenhousemuir Football Club to safeguard the welfare of all members by protecting them from physical, sexual, and emotional harm.


Do     put the “Stenhousemuir FC Young People First” guidance into practice
Do     treat everyone with respect
Do     plan activities which involve more than one other person being present, or at least which are within sight or hearing of others
Do     respect a young person’s right to personal privacy
Do     have separate sleeping accommodation for coaches and young people
Do     provide access for younger people to talk to others about any concerns they may have
Do     encourage young people and adults to feel comfortable and caring enough to point out attitudes or behaviour they do not like
Do     avoid situations that compromise your relationship with young people and are unacceptable within a relationship of trust (e.g. relationship between a coach and a young person over the age of consent)
Do     remember that someone else might misinterpret your actions, no matter how well-intentioned
Do     recognise that caution is required even in sensitive moments of counselling, such as when dealing with bullying, bereavement or abuse



Do NOT     permit abusive youth peer activities (e.g. initiation ceremonies, ridiculing, bullying)
Do NOT     have any inappropriate physical or verbal contact with others
Do NOT     jump to conclusions about others without checking facts
Do NOT     allow yourself to be drawn into inappropriate attention seeking behaviour such as tantrums or crushes
Do NOT     exaggerate or trivialise child-abuse issues
Do NOT     show favouritism to any individual
Do NOT     make suggestive remarks or gestures, even in fun
Do NOT     let suspicion, disclosure or allegation of abuse, go unrecorded or unreported
Do NOT     rely on just your good name to protect you
Do NOT     believe “it could never happen to me”



If you suspect a child is being abused:

  1. immediately tell your Squad Manager/Youth Initiative Director
  2. record the facts as you know them and give a copy to your Squad Manager/Youth Initiative Director
  3. ensure that the child has access to an independent adult
  4. ensure that no other situation arises which could cause any further concern


If a child discloses to you abuse by someone else:

  1. allow the child to speak without interruption, accepting what is said
  2. alleviate feelings of guilt and isolation, while passing no judgement
  3. advise that you will try to offer support, but that you must pass the information on
  4. same steps as 1-4 as in suspecting a child is being abused


If you receive an allegation about any adult or about yourself:

  1. immediately tell your Squad Manager/Youth Initiative Director
  2. record the facts as you know them and give a copy to your Squad Manager/Youth Initiative Director
  3. try to ensure no-one is placed in a position which could cause further compromise


You MUST refer; you MUST NOT investigate.



Stenhousemuir Football Club adhere to the following UEFA 10 point plan against racism

  1. Issue a statement saying the club will not tolerate racism, spelling out the action it will take against those engaged in racist chanting. The statement should be printed in all match programmes and displayed permanently and prominently around the ground.
  2. Make public address announcements condemning racist chanting at matches.
  3. Make it a condition for season-ticket holders that they do not take part in racist abuse.
  4. Take action to prevent the sale of racist literature inside and around the ground.
  5. Take disciplinary action against players who engage in racial abuse.
  6. Contact other clubs to make sure they understand the club’s policy on racism.
  7. Encourage a common strategy between stewards and police for dealing with racist abuse.
  8. Remove all racist graffiti from the ground as a matter of urgency.
  9. Adopt an equal opportunities’ policy in relation to employment and service provision.
  10. Work with all other groups and agencies, such as the players union, supporters, schools, voluntary organisations, youth clubs, sponsors, local authorities, local businesses and police, to develop pro-active programmes and make progress to raise awareness of campaigning to eliminate racial abuse and discrimination

Anti-Discrimination Policy

Stenhousemuir Football Club’s policy is not to discriminate or in any way treat anyone less favourably, on grounds of gender, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. Stenhousemuir Football Club will not to tolerate any such discrimination in any of the Club’s activities.

The Club will apply this policy to:

  • Advertisements for employment.
  • Seeking volunteers.
  • External coaching and external activities/awards.
  • Team selection.
  • Courses.
  • Promoting football development.
  • Appointments within the football club.

Stenhousemuir Football Club will not tolerate racist, sectarian, sexual or bigoted harassment or any other discriminatory behaviour, whether physical or verbal, and will work to ensure such actions are met with appropriate action in whatever context it occurs.

We are committed to challenging and dismantling all forms of discrimination by developing club practice that is sensitive to all and suitable for all, reflecting the fundamental equality and worth of everyone.


Stenhousemuir Football Club is committed to ensuring that its disabled supporters, staff and customers have as full access as is reasonably possible to all goods, services and facilities provided or offered to the public by the club.

Stenhousemuir Football Club will operate a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.

Stenhousemuir Football Club has a training programme to ensure that all Senior Manages and appropriate ‘front line staff’ are trained in the provisions of the Disability Discrimination Act (DDA) 1995.   Ongoing training will be included in staff induction programmes.

Stenhousemuir Football Club has a grievance procedure in place and guarantee to its disabled supporters, staff and customers that any complaint of discrimination will be dealt with quickly under that procedure.

Stenhousemuir Football Club has advised its staff that any incident of discrimination under the provisions of the Act is a serious matter and will be dealt with under the Club’s Disciplinary Procedures.

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