Disability Information UKPlain-language information, rights and support

Goods and services: shops, venues and access

Your rights when shopping, eating out, banking or visiting venues, including refusals of service and access to premises.

Sample content. This summarises official sources listed below. It is information, not legal advice.

Jurisdiction
UK-wide
Date last checked
1 August 2026
Date last updated
1 August 2026
Next review due
1 February 2027
Version
1.0

Key points

  • The Equality Act 2010 (England, Wales and Scotland) makes it unlawful for shops, restaurants, banks, cinemas, pubs and most other service providers to discriminate against disabled customers, including refusing service, giving a worse standard of service, or charging more.
  • Service providers have an 'anticipatory' duty to make reasonable adjustments, meaning they must think ahead about likely barriers rather than only reacting once someone is turned away.
  • Reasonable adjustments for services can include changing a policy (such as letting an assistance dog into a food area), providing an auxiliary aid (such as a hearing loop, large-print menu or portable ramp), or making a physical change where reasonable.
  • Refusing entry to, or charging extra for, an assistance dog without a genuine health and safety justification is very likely to be unlawful discrimination.
  • Non-visible disabilities are covered in exactly the same way as visible ones; a service provider cannot lawfully insist on proof or a diagnosis before making an adjustment, though it can ask reasonable questions.
  • Northern Ireland's equivalent protection comes from the Disability Discrimination Act 1995, which similarly prohibits discrimination in the provision of goods, facilities and services and requires reasonable adjustments, though the detailed rules differ slightly from the Equality Act.
  • A worked example: a supermarket that has a 'no dogs' policy should adjust it for a customer with a hearing dog or guide dog; refusing outright, without considering an exception, is likely to be a failure to make a reasonable adjustment.
  • A worked example: a small independent shop with a single step at the entrance may meet its duty by offering a portable ramp, coming out to serve the customer, or providing an alternative such as click-and-collect, rather than necessarily having to rebuild the entrance, depending on what is reasonable for that business.

What you can do

  • Ask to speak to a manager and explain the barrier and what would help, ideally in writing or by email so there's a record.
  • Use the organisation's customer complaints process first, keeping notes of dates, names and what was said.
  • Contact the Equality Advisory and Support Service (England, Wales and Scotland) or the Equality Commission for Northern Ireland for free advice.
  • If unresolved, you can bring a claim in the county court (England and Wales), the sheriff court (Scotland) or under the Disability Discrimination Act in Northern Ireland; time limits are short, normally six months less one day from the incident (England, Wales and Scotland).
  • Consider a small claims track claim for straightforward cases, which is designed to be usable without a solicitor.

Sources