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Take action > Out and about

If you’re facing a problem in a shop, pub, restaurant or entertainment venue, click on the relevant area below. This will take you through to information about the Equality Act and ways you can assert your rights when out and about.

There are also links to template complaint letters and videos illustrating how disabled people have campaigned to improve participation and made changes through other legal processes such as injunctive relief.

Whether you have a disability, long-term health condition or learning difficulty, the Out and About pathways aim to give you enough understanding to take action early, when a problem first arises.

You will be able to generate a printer friendly version of the information or download it as a PDF or Word document.

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  • Manually scroll back up to the top of the text. Each begins with the heading Useful Knowledge.

Shops

Can't read what they're selling

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Shops

Shops have an obligation under the Equality Act to ensure you can access information on what is for sale in the shop. For example, if you are unable to read price tags or other important information, such as food ingredients or clothing labels, you can ask a member of staff to assist you. 

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Record-keeping

Ways to assert your legal rights

  1. If a shop does not make a reasonable effort to communicate with you and ensure you can access all the information you need, they have likely breached your rights under the Equality Act. If this is the case, you should inform the owner or manager of the shop.
  2. If you’re not happy with the shop’s response, you can take them to court. You should seek legal advice before following this route. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Shop not accessible - can't get in or move around

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Shops

If all or part of a shop is not accessible to you, there are several things you can do to improve it for you, both immediately and long term. For example, if there are items in a part of the shop you can’t access, you can ask a member of staff to retrieve them for you. If you’re in a clothing store and there are clothes in a section of the shop that is inaccessible, you can ask a member of staff to bring you a selection of sizes and colours from that section for you to try on, even if you aren’t sure what size or colour you want.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Problem solving
  • Record-keeping

Ways to assert your legal rights

  1. If you’re unable to access all or part of a shop, or are denied other reasonable adjustments, you should contact the owner of the shop. Tell them their premises are not accessible and/or their staff are not making reasonable adjustments. When speaking to the manager or owner, be polite and firm and make concrete suggestions of possible about what they should do. This makes it more likely they’ll make the adjustments you need. For example, if the step into a shop is too high, suggest what kind of ramp they should install.
  2. If a shop is too bright or noisy for you during regular opening hours, you can ask if they can make changes to the lights or music. Many shops have started providing set times during the week where the lights are dimmer, there is no background music and loud equipment is turned off. These times are often called ‘quiet hours’. You should ask the shop if they can start providing quiet hours or if you can come to the shop before it officially opens when staff are setting up for the day.
  3. If a shop refuses to let you in because of your disability, that is likely to amount to a breach of your rights under the Equality Act. If this is the case, you should inform the owner or manager of the shop.
  4. In the above cases, if the shop is part of a chain, you can escalate your request or complaint to their head office. This is because the head office can make decisions and change policies affecting all of their stores. If the reasonable adjustments you need are introduced across all of a chain’s outlets, disabled people all over the country will benefit. Download Shop Complaint letter template. You may also want to consider seeking injunctive relief.
  5. If you’re not happy with the shop’s response, you can take them to court. You should seek legal advice before following this route. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Pubs and restaurants

Menu not accessible - can't read it

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Pubs and restaurants

Pubs and restaurants have an obligation to make sure you can use the premises, including ordering food. If you can’t read the menu, ask if there are alternative formats, or have a member of staff read the menu to you.

Useful skills

  • Effective communication
  • Negotiation skills

Ways to assert your legal rights

  1. If reasonable adjustments are not made so you can access the menu, speak to or write to the manager or owner of the pub or restaurant. Firmly but politely tell them what reasonable adjustments you need, how they have been denied and how the pub or restaurant can be more accessible to you and other disabled people in the future. You might be able to do this when your request for adjustments is turned down, or you else you may have to do so at a later date. You may also want to consider seeking injunctive relief.

You can get more help from

The Disability Justice project has produced an Easy Read guide to accessible information and discrimination

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Building not accessible

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Pubs and restaurants

Like other services, pubs and restaurants have an obligation to make reasonable adjustments for you to access them. This can include modifying premises, providing a portable ramp to clear steps, ensuring that there is an accessible toilet and that you can use it, or providing other adjustments. 

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Being able to keep track

Ways to assert your legal rights

  1. If you’re unable to access the pub or restaurant, or are denied other reasonable adjustments, you should contact the manager or owner of the pub or restaurant. Tell them their premises are not accessible and/or their staff are not making reasonable adjustments. When speaking to the manager or owner, be polite and firm and make concrete suggestions if possible about what they should do. This makes it more likely they’ll make the adjustments you need. For example, if the step into a restaurant is too high, suggest what kind of ramp they should install.
  2. If a pub or restaurant refuses to let you in because of your disability, that is likely to amount to a breach of your rights under the Equality Act. If this is the case, you should inform the owner or manager.
  3. In the above cases, if the pub or restaurant is part of a chain, you can escalate your request or complaint to their head office. This is because the head office can make decisions and change policies affecting all of their stores. If the reasonable adjustments you need are introduced across all of a chain’s restaurants, disabled people all over the country will benefit. Download Restaurant Complaint letter. You may also want to consider seeking injunctive relief.
  4. If you’re not happy with the response of the pub or restaurant, you can take them to court. You should seek legal advice before following this route. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Disability Justice project has produced an Easy Read guide to physical barriers and discrimination

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Refused access - they won't let you in

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Pubs and restaurants

There may be some circumstances where you could be denied entry to all or part of a space on health and safety grounds. This does not necessarily constitute discrimination, provided all reasonable attempts have been made to eliminate disproportionate risks for disabled people.

However, some pubs and restaurants may be overzealous in refusing access on the grounds of health and safety. For example, if you’re denied entry because staff assume you won’t be able to safely evacuate in the event of a fire, even though there are adequate means of evacuation, you’re likely to have been discriminated against. Disabled people have the same rights as non-disabled people to take risks. In many circumstances you have a right to decide for yourself how much of a risk you’re willing to accept.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Problem solving
  • Decision making
  • Record-keeping

Ways to assert your legal rights

  1. If you’re denied access on health and safety grounds, or on other grounds, that you believe discriminated against you, you can complain to the pub or restaurant owner. For example, if you’re denied entry to a restaurant because staff think that having a disabled customer will somehow be detrimental to other patrons, it’s likely that you’ve been discriminated against.
  2. If you’re not satisfied with the response, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Cinemas, theatres and music venues

Information not accessible - can't read or follow what's on

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Cinema and theatre

Like other service providers, cinemas, theatres and music venues have a duty under the Equality Act to be as accessible as reasonably possible, and to make information accessible to you. This can include posting accessibility information on their website in an easy to find location, providing equipment or support, t-loops, large print or braille theatre programmes and performances with subtitles or BSL interpreters.

Useful skills

  • Effective communication
  • Negotiation skills

Ways to assert your legal rights

  1. If an entertainment venue is unable to provide you with necessary information in an accessible format, you can request this from them. Speak to a member of staff to see if they have a process for requesting alternative formats. If there is no such process, speak to or write to the manager of the cinema or theatre. Provide details on the kind of alternative format you need and ask when the format will be made available to you.
  2. If a cinema or theatre or museum refuses or ignores your request for an alternative information format, they have likely breached your rights under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances, but it is better to seek legal advice first. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

 You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Can't get in or move around the building

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Cinemas and theatres

Like other public spaces and services, cinemas, theatres and music venues have obligations under the Equality Act to be as accessible as possible, and to make reasonable adjustments if necessary to ensure that access. This can include modifying premises, installing accessibility equipment, providing seating areas and providing information in alternative formats.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. You can ask the venue if their facilities are fully accessible and ask them about other reasonable adjustments and support they can offer. This can sometimes require contacting a venue prior to attending, for example to reserve you a seat for general admission performances, or to inquire about ‘relaxed’ performances, screenings with subtitles or performances with BSL interpreters.
  2. If a cinema, theatre or music venue refuses to let you in because of your disability, or refuses to make reasonable adjustments upon request, they have likely breached your rights under the Equality Act. If this is the case, you should inform the manager of the venue. If you’re not happy with their response, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. Download Venue Complaint letter. You may also want to consider seeking injunctive relief. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

Many cinemas have already introduced measures to make screening more inclusive and accessible for disabled people, including those with learning difficulties and sensory sensitivities.

Dimensions for example works with ODEON, Cineworld, Vue and Showcase to host autism friendly screenings at over 300 cinemas nationwide. Adjustments include:

  • A relaxed environment where people understand the needs of children and families with autism
  • Lights left on low
  • Sound turned down
  • No trailers or advertisements (unless they are embedded in the film)
  • Staff trained in autism awareness
  • Chill out zone
  • Freedom to move around and sit where you like
  • Being allowed to bring your own food and drink
  • Free entry for carers with a valid CEA Card

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Museums, art galleries, amusement parks

Information not accessible - can't read or follow their activities

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Museums, art galleries, amusement parks

Like other service providers, museums, art galleries and amusement parks have a duty under the Equality Act to be as accessible as reasonably possible, and to make information accessible to you. This can include guides in braille or large print, audio guides or easy read booklets.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If an attraction is unable to provide you with necessary information in an accessible format, you can request this from them. Speak to a member of staff to see if they have a process for requesting alternative formats. If there is no such process, speak to or write to the manager of the museum, art gallery, or amusement park. Provide details on the kind of alternative format you need and ask when the format will be made available to you.
  2. If a museum, art gallery or amusement park refuses or ignores your request for an alternative information format, they have likely breached your rights under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances, but it is better to seek legal advice first. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Problem getting concessionary tickets for support workers

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Museums, art galleries, amusement parks

Under the Equality Act service providers have an obligation to ensure disabled people can access a service or an event at no greater cost than a non-disabled person. If you require one-to-one support to access a museum, art gallery or amusement park, you should be able to request a ticket for your support worker at a discounted rate, or even no charge at all.

Some places may ask for evidence of a disability, the kind of evidence required can vary. It may include a letter from your GP or a letter indicating you receive Personal Independence Payment (PIP) – although receiving PIP doesn’t itself mean that you have a disability for the purposes of the Equality Act. Cards like the Access Card or a disabled person railcard are also accepted by many places, and some may not ask for any evidence at all.

Useful skills

  • Effective communication
  • Negotiation skills
  • Problem solving

Ways to assert your legal rights

  1. If you require one-to-one support to access a museum, art gallery or amusement park, and your supporter is not allowed a discounted or free ticket, your rights may have been violated under the Equality Act. Contact the organisation that manages or owns the art gallery, museum or amusement park and inform them how the lack of access to concessionary or free tickets for your supporter prevented you from accessing a space or activity or created disproportionate financial cost for you.
  2. If you’re not satisfied with the response, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

In some cases, you have to tread lightly. Some places believe that they have to provide free tickets, others not. You don’t want them to think that they don’t have to!

Claims have been brought against organisations that have not provided discounted tickets – it is arguable under the Equality Act 2010, depending on the circumstances.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Buildings or spaces not accessible - can't get in or move around

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Museums, art galleries, amusement parks

Under the Equality Act museums, art galleries and amusement parks must make reasonable adjustments for disabled visitors. This can include modifying premises, installing accessibility equipment, providing seating areas and providing information in alternative formats. 

Useful skills

  • Effective communication
  • Negotiation skills

Ways to assert your legal rights

If an attraction is unable to provide you with reasonable adjustments you can request them. Speak to a member of staff to see if they have a process for requesting adjustments. If there is no such process, speak to or write to the manager of the museum, art gallery, amusement park, etc. Provide details as to the kind of adjustments you need and ask about the timeline for providing them.

Download Complaint letter.

You may also want to consider seeking injunctive relief.

A museum, art gallery or amusement park refusing to make adjustments may not necessarily be discrimination, provided all reasonable attempts have been made to allow access for disabled people. For example, amusement parks have minimum height and weight limits on some rides. Denying you access if you’re below the minimum height would not be grounds for discrimination if the requirement can be shown by the park to be ‘a proportionate means of achieving a legitimate aim’. If the aim is health and safety, it may be legitimate. As long as there is no other less discriminatory way of achieving the aim, other than refusing on height grounds, it will be justified.

You can get more help from

The Disability Justice project has produced an Easy Read guide to physical barriers and discrimination

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Refused entry

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Museums, art galleries, amusement parks

Under the Equality Act 2010, museums, art galleries and amusement parks must make reasonable adjustments for disabled visitors. This can include modifying premises, installing accessibility equipment, providing seating areas and providing information in alternative formats.

There may be some circumstances where you could be denied entry to all or part of a space or attraction on health and safety grounds. This does not necessarily constitute discrimination, provided all reasonable attempts have been made to eliminate disproportionate risks for disabled people.

For example, amusement parks have minimum height and weight limits on some rides. Denying you access if you’re below the minimum height would not be grounds for discrimination if the requirement can be shown by the park to be ‘a proportionate means of achieving a legitimate aim’. If the aim is health and safety, it may be legitimate. As long as there is no other less discriminatory way of achieving the aim, other than refusing on height grounds, it will be justified

However, many services or attractions may be overzealous in refusing access on the grounds of health and safety. For example, if you’re denied entry because staff assume you won’t be able to safely evacuate in the event of a fire, even though there are adequate means of evacuation, you’re likely to have been discriminated against. Disabled people have the same rights as non-disabled people to take risks. In many circumstances you have a right to decide for yourself how much of a risk you’re willing to accept.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If you’re denied access on health and safety grounds that you believe discriminated against you, speak to or write to the manager of the museum, art gallery or amusement park. Provide details on what you were refused access to and why you think the refusal constitutes discrimination.
  2. If you’re not satisfied with the response, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Gyms and leisure centres

Information not accessible - can't read or follow their services

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, theatres, art galleries and gyms to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Gyms and leisure centres

Like other service providers, gyms, leisure and sports centres have a duty under the Equality Act to be as accessible as reasonably possible, and to make information accessible to you. This can include guides in braille or large print, audio guides and easy read booklets.

The information should include opening times, booking conditions and travel details such as bus routes, train stations and community transport.

Public address systems should be clearly audible and signs should also be clear. Many large leisure centres provide tactile information, supplemented by visual clues, to help blind and partially sighted people navigate routes round the building.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If a gym or leisure centre is unable to provide you with necessary information in an accessible format, you can request this from them. Speak to a member of staff to see if they have a process for requesting alternative formats. If there is no such process, speak to or write to the manager of the centre. Provide details on the kind of alternative format you need and ask when the format will be made available to you.
  2. If a gym or leisure centre refuses or ignores your request for an alternative information format, they may have breached your rights under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances, but it is better to seek legal advice first. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Can't get in or move around

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, theatres and leisure centres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that don’t appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Gyms and leisure centres

Under the Equality Act, gyms, leisure and sports centres must make reasonable adjustments for disabled visitors and members. This can include modifying premises, changes to layout, installing accessibility equipment, providing seating areas, clearer signage and help to use exercise machines.

Useful skills

  • Effective communication
  • Negotiation skills
  • Problem solving
  • Decision making

Ways to assert your legal rights

  1. If a gym or leisure centre is unable to provide you with reasonable adjustments, you can request them. Speak to a member of staff to see if they have a process for requesting adjustments. If there is no such process, speak to or write to the manager of the gym or leisure centre. Provide details as to the kind of adjustments you need and ask about the timeline for providing them. Download leisure centre complaint letter . You may also want to consider seeking injunctive relief. As part of the duty to make reasonable adjustments, a service provider cannot pass on any costs to a disabled person. So, for example, a gym cannot ask you to pay towards the costs of a hoist.
  2. If a gym or leisure centre refuses or ignores your request for a reasonable adjustment, they may have breached your rights under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances, but it is better to seek legal advice first. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Refused entry

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, theatres and gyms to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Gyms and leisure centres

Under the Equality Act, gyms, leisure and sports centres must make reasonable adjustments for disabled visitors and members. This can include modifying premises, changes to layout, installing accessibility equipment, providing seating areas, clearer signage and help to use exercise machines.

There may be some circumstances where you could be denied entry to all or part of a space on health and safety grounds. This does not necessarily constitute discrimination, provided all reasonable attempts have been made to eliminate disproportionate risks for disabled people.

However, some gyms or leisure centres may be overzealous in refusing access on the grounds of health and safety. For example, if you’re denied entry because staff assume you won’t be able to safely evacuate in the event of a fire, even though there are adequate means of evacuation, you’re likely to have been discriminated against. Disabled people have the same rights as non-disabled people to take risks. In many circumstances you have a right to decide for yourself how much of a risk you’re willing to accept.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If you’re denied access on health and safety grounds that you believe discriminated against you, speak to or write to the manager of the gym leisure or sports centre. Provide details on what you were refused access to and why you think the refusal constitutes discrimination.
  2. If you’re not satisfied with the response, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
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Government services

Information not accessible - can't read or follow their services

Useful knowledge

Like other services, government services are covered by the Equality Act 2010. Government services have a particular obligation to be accessible to everyone regardless of disability. For example, in England the NHS Accessible Information Standard is supposed to ensure all information you might need as a patient is available in the most accessible format for you. This can include providing documents as large print, braille, or easy read, or providing BSL interpreters. It also means that services must be provided in various ways. For example, if a service is typically only available over the phone, you have the right to access it through other ways such as email or internet chat.

Useful skills

  • Effective communication
  • Negotiation skills

Ways to assert your legal rights 

  1. If a government service is unable to provide you with necessary information in an accessible format, contact the department responsible. Provide details as to the kind of alternative format you need and ask when the format will be made available to you.
  2. If a government service refuses or ignores your request for an alternative information format, they have likely breached your rights under the Equality Act 2010. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time claim in limited circumstances, but it is better to seek legal advice first. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Disability Justice project has produced an Easy Read guide to accessible information and discrimination.

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Can't get in or move around the building

Useful knowledge

Like other services, government services are covered by the Equality Act 2010. Government services have a particular obligation to be accessible to everyone regardless of disability. Government buildings must take reasonable steps to ensure access for disabled visitors. This can include modifying premises, installing accessibility equipment, providing seating areas and providing information in alternative formats.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If you’re unable to access a government building, you can request support or adjustments to allow you access. Speak to a member of staff to request adjustments. If they cannot provide reasonable adjustments, contact the department responsible. Provide details on the kinds of support and adjustments you need and ask how long it will take to put them into place. Download government service complaint letter
  2. If a government service refuses or ignores your access request, they may have breached your rights under the Equality Act 2010. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an out-of-time request in limited circumstances, but it is better to seek legal advice first. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Disability Justice project has produced an Easy Read guide to physical barriers and discrimination

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Public spaces

Can't read road crossings or traffic signs

Useful knowledge

The Equality Act 2010 requires service providers, including shops, pubs, restaurants, art galleries, museums and theatres to make reasonable adjustments, if asked, to ensure that disabled people can use those services.

This can include providing additional support or assistance, providing a ramp to ensure wheelchair access, or making information available in alternative formats, such as braille or easy-read.

If you need reasonable adjustments that do not appear to be available, you will have to ask for them yourself. However, the Equality Act also requires service providers to think ahead and develop adjustments they think disabled people using their services are likely to ask for. Failure to make reasonable adjustments, particularly when you ask for them, is a form of discrimination.

Speaking to or writing to the owner or manager of a service is often the best way to ensure your access needs will be met. If you know what kind of adjustments you need, it is usually easier to get them implemented.

Road crossings and traffic signs

Local councils are required to follow the Equality Act, including making road crossings and signs as accessible as possible. Pelican road crossings (a crossing where pedestrians push a button to change the lights to cross) should have an audible signal, usually a beeping sound to accompany the signal lights, and a tactile signal, which is a small cone underneath the pedestrian crossing button. Pedestrian crossings should – with some exceptions, typically in heritage areas – have a bumpy tactile surface at the edge of the pavement, so you can feel if you are about to walk onto the road.

Useful skills

  • Effective communication
  • Negotiation skills

Ways to assert your legal rights

  1. Contact the local council and tell them, in as much detail as possible, what is missing from the road crossing and what should be there. This will usually involve speaking to or writing to someone from the local council’s transportation or roads staff. Patiently, but firmly, explain what is missing, how this affects you, and what the council should do about it. Make the point that, If they don’t do anything about it, they may be in breach of the Equality Act.
  2. If the Council refuses to make an adjustment you think is reasonable, or otherwise discriminates against you based on your disability, you can take them to court. You should seek legal advice before doing this. There are strict time limits for taking legal action under the Equality Act. You have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow a claim out of time in limited circumstances. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you had asked for but been refused.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Transport

Trains, undergrounds, metros and trams

Information not accessible - can't read or follow their services

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act 2010 that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Trains, undergrounds, metros and trams

The Equality Act means that train companies need to provide information in a variety of formats and styles. This includes visual displays, loudspeaker announcements, and timetables and maps in alternative formats such as large print, easy read or braille.

If you’re not able to access the information needed to travel, you should inform station staff. If they’re unavailable, you should contact the train company or transport provider as soon as possible.

Station staff have to make a reasonable effort to communicate with you and accommodate your access needs.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If you can’t access information in the formats the train company currently provides, contact them directly. Politely but firmly inform them what format you need the information in. This can include situations where current formats aren’t working, for example if display screens aren’t working, or if loudspeakers are crackly and difficult to hear. You may be able to claim compensation if you miss your train because you’re unable to hear station announcements. Likewise, if station staff don’t make an effort to communicate when you ask for assistance or guidance, you can complain to the train company.
  2. Train companies have their own complaints procedures you should go through to begin with. If you’ve exhausted the internal complaints procedure and are still not satisfied with the train company’s response, you can complain to Transport Focus, the watchdog for transport users.

You can get more help from

Transport Focus is the watchdog for transport users.
See their case studies, for example Disabled passenger receives refund and apology from South West Trains.

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord
Transport not accessible

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act 2010 that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Trains, undergrounds, metros and trams

Rail services are now far more accessible than they were in the past and many disabled customers are able to use the rail network without assistance.

You have a right to request assistance when travelling on National Rail. This can include help in boarding or exiting the train, or accessing the platform. You should request assistance in advance, particularly if you’re travelling through stations that you’re unfamiliar with, or if you need a ramp or other help from staff to get on or off the train. Some companies require you to book at least 24 hours’ in advance. You can make your request through the National Rail Travel Assistance online booking system, or by calling the rail company.

If rail replacement bus services are being used and you’re unable to access the bus, the rail company must provide you with a taxi to ensure you reach your destination.

Some trains still don’t meet accessibility standards. However, all light and heavy passenger trains in the UK must meet accessibility standards by 1 January 2020.

For undergrounds, metros and trams, if you’re unable to travel because of a broken lift, the transport provider may pay for a taxi for you.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Problem solving
  • Decision making

Ways to assert your legal rights 

  1. If you’ve requested assistance but the request isn’t granted or if no one is there to assist you, you should complain to the train company as soon as possible. Provide as much detail as you can on what happened as a result of being denied assistance. You may be able to claim back some or all of the cost of your ticket. You may also be able to claim additional costs, such as a taxi to take you to your destination station if you were unable to exit the train where you intended.
  2. If the trains or stations are inaccessible to you, even with assistance, you can complain to the train company. Your complaint could be about there being no accessible toilets at stations or on trains, a lack of wheelchair space or a lack of priority seating.
  3. Train companies have their own complaints procedures you should go through to begin with. If you’ve exhausted the internal complaints procedure and are still not satisfied with the train company’s response, you can complain to Transport Focus, the watchdog for transport users. Download train company complaint letter . You may also want to consider seeking injunctive relief.
  4. If the train company doesn’t make reasonable adjustments, you may be able to take legal action. Taking court action can be a long, stressful and sometimes very expensive process. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an ‘out-of-time’ claim in limited circumstances but it is better to seek legal advice. You can claim for compensation, and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

Transport Focus is the watchdog for transport users.

See case studies for example Disabled passenger receives refund and apology from South West Trains.

The Disability Justice Project has produced an EasyRead discrimination guide to public transport

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Buses and coaches

Information not accessible

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act 2010 that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Buses and coaches

If information such as route maps or timetables are not accessible to you, contact the bus company or check their website for alternative formats. This could include bus timetables in large print or braille format, or alternative route maps.

You have the right to ask for a format this is not currently available, and the bus company needs to supply that format for you. 

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights 

  1. If you can’t access information in the formats currently provided, contact the bus company and, politely but firmly, inform them what format you need the information in.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form

The Disability Justice Project has produced an EasyRead discrimination guide to public transport

Download this as a PDF or Word document

PDFWord

Transport not accessible

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act 2010 that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company. 

Buses and coaches

Bus drivers are responsible for ensuring wheelchair users can access the wheelchair space on a bus, including making efforts to move people with buggies and luggage from the wheelchair space. There is no requirement for people occupying a wheelchair space to move, but the bus driver must take reasonable steps to ensure a wheelchair user can get onto the bus.

Buses are also required to have at least four priority seats available for people who need them.  You have the right to ask people sitting in those seats to vacate them for you, or ask the bus driver to do so, although they may also be disabled people who need a seat.

Drivers are required to wait to ensure you are safely on or off the bus, and are safely seated or have your wheelchair safely parked before pulling away from the bus stop. They also need to stop the bus close enough to the kerb for the wheelchair ramp to work.

Drivers must make a reasonable effort to communicate with passengers, including if you are hearing impaired or have a speech impediment.

Drivers are not responsible for enforcing eligibility for freedom passes or disabled person’s bus pass. If a bus driver refuses to let you on the bus with a disabled person’s bus pass because you ‘don’t look disabled’ they have violated your rights under the Equality Act.

Useful skills 

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If your rights are violated while riding a bus, or attempting to ride a bus, you should complain to the bus company and the local transport provider, for example Transport for London or Transport for Greater Manchester. Politely but firmly explain how you were denied reasonable adjustments or discriminated against, and what you would like the bus company or transport provider to do to ensure it doesn’t happen again. This could include providing training to drivers or removing barriers from a bus stop that prevented you getting on or off in a wheelchair. Download bus company complaint letter
  2. If the bus company doesn’t make reasonable adjustments, you may be able to take legal action. Taking court action can be a long, stressful and sometimes very expensive process and it is best to seek legal advice first. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an ‘out-of-time’ claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked for.

You can get more help from

The Disability Justice Project has produced an EasyRead discrimination guide to public transport

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord
Refused access

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Buses and coaches

Bus drivers are responsible for ensuring wheelchair users can access the wheelchair space on a bus, including making efforts to move people with buggies and luggage from the wheelchair space. There is no requirement for people occupying a wheelchair space to move, but the bus driver must take reasonable steps to ensure a wheelchair user can get onto the bus.

Buses are also required to have at least four priority seats available for people who need them.  You have the right to ask people sitting in those seats to vacate them for you, or ask the bus driver to do so, although they may also be disabled people who need a seat.

Drivers are required to wait to ensure you are safely on or off the bus, and are safely seated or have your wheelchair safely parked before pulling away from the bus stop. They also need to stop the bus close enough to the kerb for the wheelchair ramp to work.

Drivers must make a reasonable effort to communicate with passengers, including if you are hearing impaired or have a speech impediment.

Drivers are not responsible for enforcing eligibility for freedom passes or disabled person’s bus pass. If a bus driver refuses to let you on the bus with a disabled person’s bus pass because you ‘don’t look disabled’ they have violated your rights under the Equality Act. 

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Problem solving
  • Decision making
  • Record-keeping

Ways to assert your legal rights

  1. If you’re denied access to a bus that should have been accessible, you should complain to the bus company and the local transport provider, for example Transport for London or Transport for Greater Manchester. You should firmly but politely explain how you were denied access to the bus. This could involve the driver refusing to lower the ramp so you can use a wheelchair, or refusing to believe you were disabled when you tried to use a disability concession ticket. If possible, keep a note of the registration number of the bus and the bus driver’s number. If there are any witnesses, see if you can get their details. Politely but firmly explain how you were discriminated against, and what you would like the bus company or transport provider to do to ensure it doesn’t happen again. This could include providing training to drivers or removing barriers from a bus stop that prevented you getting on or off in a wheelchair.
  2. If you’re not satisfied with the response of the bus or coach company, you may be able to take legal action. Taking court action can be a long, stressful and sometimes very expensive process and it is best to seek legal advice first. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an ‘out-of-time’ claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
Download this as a PDF or Word document
PDFWord

Taxis and minicabs

Not accessible

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against on transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Taxis and minicabs

Under the Equality Act, taxis and minicabs cannot refuse to pick you up if you’re in a wheelchair, have an assistance dog, or any other type of disability, and cannot charge you more than the standard fare. Drivers of wheelchair accessible vehicles have a duty to reasonably assist you to enter and exit the vehicle. They should also allow you to choose to either sit in your wheelchair in the vehicle or sit in a seat and carry the wheelchair inside the vehicle.

Drivers with medical conditions that can be made worse by dogs may have a yellow ‘Notice of Exemption’ certificate on their vehicle windscreen. They are the only taxi and minicab drivers who can legally refuse service to passengers with assistance dogs.

Some black cabs in London and elsewhere in the country have an induction loop or t-loop to make it easier for people with hearing aids to communicate with the driver. Regardless, drivers must make a reasonable effort to communicate with you, to make sure they understand your instructions and you understand how long the trip will probably take, how much it will cost etc.

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly

Ways to assert your legal rights

  1. If a taxi or minicab refuses to pick you up because you have an assistance dog, are in a wheelchair, or have any other disability, or they charge you extra for having a dog or wheelchair, you should report them to the local council. The exception to this is London where you report them to Transport for London (TfL).
  2. If a taxi or minicab refuses to make reasonable adjustments to communicate with you, or charges you extra for doing so, you should also report them to the local council or TfL.
  3. If you’re not satisfied with the response of the council or TfL, you may be able to take legal action. Taking court action can be a long, stressful and sometimes very expensive process and it is best to seek legal advice first. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an ‘out-of-time’ claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked.

You can get more help from

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084

Email through website form

Download this as a PDF or Word document
PDFWord
Refused access

Useful knowledge

Under the Equality Act 2010, transport must be accessible for all people, regardless of disability. There are special regulations under the Equality Act 2010 that deal with physical accessibility of transport modes; and the discrimination provisions of the Act deal with what happens getting on and off transport and when on it.

If you’re discriminated against in transport because of your disability, your complaint would go to the local government in the case of taxis and minicabs, and the provider in the case of buses and trains. For taxis where you know which taxi company you used, you can also complain directly to the taxi company.

Taxis and minicabs

Under the Equality Act, taxis and minicabs cannot refuse to pick you up if you’re in a wheelchair, have an assistance dog, or any other type of disability, and cannot charge you more than the standard fare. Drivers of wheelchair accessible vehicles have a duty to reasonably assist you to enter and exit the vehicle. They should also allow you to choose to either sit in your wheelchair in the vehicle or sit in a seat and carry the wheelchair inside vehicle.

Drivers with medical conditions that can be made worse by dogs may have a yellow ‘Notice of Exemption’ certificate on their vehicle windscreen. They are the only taxi and minicab drivers who can legally refuse service to passengers with assistance dogs. 

Useful skills

  • Effective communication
  • Negotiation skills
  • Writing clearly
  • Record-keeping

Ways to assert your legal rights

  1. If a taxi or minicab refuses to pick you up because you have an assistance dog, are in a wheelchair, or have any other disability, or they charge you extra for having a dog or wheelchair, you should report them to the local council. The exception to this is London where you report them to Transport for London (TfL).
  2. If you’re not satisfied with the response of the council or TfL, you may be able to take legal action. Taking court action can be a long, stressful and sometimes very expensive process and it is best to seek legal advice first. There are strict time limits for taking legal action under the Equality Act. You will have six months minus one day from the date of discrimination to make your claim in the County Court. A court can allow an ‘out-of-time’ claim in limited circumstances. You can claim for compensation and a legal order for the service provider to make the reasonable adjustments you originally asked.

You can get more help from

The Disability Justice Project has produced an EasyRead discrimination guide to public transport

The Equality Advisory & Support Service (EASS) runs a free helpline assisting individuals with equality and human rights issues across England, Scotland and Wales.

  • Telephone 0808 800 0082
  • Text phone 0808 800 0084
  • Email through website form
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Air travel

Useful knowledge

The booking process is the only part of air travel that is covered by the Equality Act 2010. Other parts of air travel are covered by the Civil Aviation Authority which is responsible for overseeing the provisions of the European Regulation which require airlines and airports to provide adjustments for disabled people to enable them to access certain airline transport.

The following advice does not involve the Equality Act, but describes the practices necessary to receive support or reasonable adjustments while travelling by air.

Booking tickets

You should inform the airline of your access needs while booking tickets, or at least 48 hours before departure. However, reasonable efforts must still be made to assist you if you do not give any notice, or give less than 48 hours’ notice.

You do not need to provide medical clearance information if you have a stable or permanent disability. Always fly with any medication you need in your carry-on bag. If you need to bring liquid medication, liquid gel packs, hypodermic needles or other medical equipment with you, you will need a letter from your doctor.

Accessibility equipment

You can bring two pieces of accessibility equipment with you free of charge. Airlines may not fully compensate you if this equipment is lost or damaged, so it is recommended to get insurance for this equipment. Some equipment, including oxygen cylinders and some kinds of wheelchair batteries, are not allowed on planes for safety reasons.

Airport accessibility

If you‘ve requested help, this request will have been passed onto the airport, who will provide support to get you to your gate if necessary. If you use a wheelchair you may be able to use it all the way to your gate, depending on the size of the wheelchair and whether it can be checked into the hold at the gate. If it can’t, you will be transferred to an airport wheelchair instead.

Boarding and exiting

All airplane cabin crew have at least some training in supporting disabled passengers and there may be more thoroughly trained airport staff to assist you. You may have to provide specific instructions to staff who are unfamiliar with your particular disability or with your accessibility equipment 

Useful skills

  • Effective communication
  • Negotiation skills
  • Problem solving
  • Being able to keep track

Ways to assert your legal rights

  1. If you’re not provided with proper support you can complain to the airport or the airline, depending on who failed to provide you with reasonable adjustments or support.
  2. You can also make a complaint to the Civil Aviation Authority which is responsible for overseeing the provisions of the European Regulation which requires airlines and airports to provide adjustments for disabled people to enable them to access certain airline transport.
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Ferries

Useful knowledge

Travel on ferries, cruises and other ships is not covered by the Equality Act 2010. Only booking tickets is covered by the Equality Act.

If you have issues booking tickets, you should contact the company operating the ferry, cruise or ship.

Travel on ferries and ships is covered by The Merchant Shipping (Passengers’ Rights) Regulations 2013. Under these regulations, tickets for disabled people must not cost more than tickets for other passengers using the same service. Providers must also provide assistance free of charge, if that assistance is necessary for a disabled person to travel.

Useful skills

  • Effective communication
  • Negotiation skills
  • Record-keeping
Download this as a PDF or Word document
PDFWord