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Disability discrimination by private and public service providers
This information applies to England and Wales.
The Equality Act 2010 says that public services and private businesses must make 'reasonable adjustments' so that disabled people can access their services.
Adjustments might include things like installing a ramp or providing information in large print. What is 'reasonable' depends on what you need, how much it would cost and how many people would benefit.
Asking for reasonable adjustments
Businesses and services covered by the act include:
- retailers like shops and shopping centres
- restaurants and pubs
- entertainment venues like theatres, cinemas and sports stadiums
- lease and rental services like car rentals or cleaning
- local authorities and social services
- public transport
- health services like NHS trusts, hospitals and GPs
- government departments
- online services like websites and apps
Warning The public sector equality duty
This duty means that public authorities must consider how their policies will affect everyone covered by the Equality Act.
What counts as disability discrimination
Discrimination happens when someone puts you at a disadvantage. You should be able to go about your daily life as anyone else would expect to. If you cannot, it may be discrimination depending on the situation.
The most common types of discrimination in public and private services are:
- direct discrimination, where someone treats you unfairly because of your impairment or condition
- indirect discrimination, where a business has not considered your needs
- harassment
- victimisation
The Equality Act does not automatically cover you because you have a long-term impairment or condition, unless you have cancer, HIV or multiple sclerosis.
Definition of disability under the Equality Act 2010 (GOV.UK)
It can be upsetting to feel at a disadvantage when you're going about your daily life. There are things you can do and people who can help if you feel discriminated against.
Raise your concern in person
If possible, raise your concern with a member of staff or manager when the problem happens. You may find that they can resolve it right away.
Remember that it is your right to ask for a reasonable adjustment. You can ask a member of staff to help you and then show them the problem. Telling them may help other people facing similar problems.
Generally, people are happy to help when you are calm and polite. If you are angry, wait until you feel calmer to raise your concern.
Ask for an email or postal address and contact number so you can follow up.
If you cannot raise your concern when the problem happens, record details of the incident or take a photo. This way, you can return in person another time or contact the company by phone or email to complain.
Warning Be careful with social media
Raise the issue with the provider first to give them the chance to fix the problem.
Social media can be a way of attracting attention. But it can do more harm than good, so be careful.
Follow up in writing
Follow up in writing as soon as possible and outline:
- what happened
- the date, time and place it happened
- who you spoke to
- their solution
- how you feel about the matter
- whether it has been resolved
Write 'without prejudice' at the top of your email or letter. This is a legal statement that means no one can use this against you in a court of law.
Ask for the complaints procedure
You will need to follow the provider's complaints procedure to the end before you can take any legal action.
If your problem is with an online service or app, there should be an accessibility statement on the service's website with clear guidelines on how to complain.
Reporting an accessibility problem (GOV.UK)
How to complain about inaccessible public sector websites (Scope for Business)
Failure to make reasonable adjustments and making complaints
Equality Advisory Support Service
The Equality Advisory Support Service (EASS) supports people affected by discrimination. Once you have followed the complaints procedure, the EASS can help you:
- understand the law and your options
- use a resolution or mediation service
- find a legal service if you need to take the matter further
- work out if you are entitled to legal aid
Contact the free EASS helpline on 0808 800 0082.
The legal process
The legal process can be emotionally draining and take up a lot of your time. Think about your reasons before you decide to take the matter further. Ask close family and friends what they think too as you may need their support through it.
It is important to get legal advice about whether you can claim discrimination. You usually pay a court fee but can apply for a reduction if you receive benefits or are on a low income. A guardian or someone looking after your affairs may be able to file a complaint for you.
Get legal advice
Some solicitors may offer free advice.
Check if you can get legal aid (GOV.UK)
Finding free or affordable legal help (Citizens Advice)
You may also be able to get legal support through your:
- home insurance company
- union membership
- charity membership
No win, no fee solicitors may also be an option.
But you may have to pay for legal advice.
If you want to see them in person, find a local solicitor.
Warning Claim within 6 months of the discrimination
You usually need to make your claim in County Court 6 months minus one day from the date of the discrimination, such as being refused adjustments.
Join our online community
Talk to people with similar experiences and get advice and support from our online community.
Last reviewed by Scope on: 31/01/2025
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