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Access to Service & the Law

What happens if you have a problem with a service provider?

(anyone who provides a service)

If you have an issue with access to a service, tell the organisation about it, so if you can not get up the steps to your local shop or can not use their telephone helpline - then tell them. It is in their interest to make sure more people can use their service.

Civic Cente Blind man

Front Steps with Guide dog

What to do if you are discriminated against

Your positive persuasion will usually convince an organisation or business to make adjustments and alterations to physical features to make its services accessible. If you don't get a response to your initial enquiries or the response you get is unsatisfactory, you may want to consider taking matters further. This could include taking a legal claim.

Your first step to taking a claim is to gather enough information to be able to assess whether you have a claim under the Disability Discrimination Act (DDA). And also whether that claim is likely to be a strong one or a weak one.

The attached letter will help you gather the kind of evidence you need. That's why it asks the service provider for some quite specific and detailed information.

Remember, as well as gathering information to help you make a legal claim, this letter is also part of an on-going process of trying to persuade the organisation or business providing the service to make adjustments, without the need for legal action. So keep an open mind to the possibility of a negotiated solution that is satisfactory to you and the organisation or business. If, when you get a reply (or in the absence of any response), you decide you want to take matters further contact your local Disability Forum, Access Group, Citizens Advice Bureau, law centre or the Equality and Human Rights Commission

Helpline for advice on taking a claim.

In summary:

This letter shouldn't be a first step - positive persuasion should come first and can often result in a practical and innovative resolution If you don't get a satisfactory response then use our suggested standard letter. Once you've sent the letter, keep the lines of communication with organisation open. Once they realise how seriously you take this matter (and that they have legal duties) they may be ready to make changes.If you want to take matters further (including legal action) then seek advice from your local access group, Citizens Advice Bureau, law centre or the Equality and human rights commission Helpline. Remember you have 6 months from the incident to start any legal action due to discrimination under the DDA.