Type of remedy

Respondent name

Respondent type

Ombudsman ruling

Failure to make reasonable adjustments

Co-Operative Bank

Goods and Services

£800 compensation for Equality Act breach. Respondent improved systems in time case took.

Timescale is SLOW!

https://www.disabilitynewsservice.com/bank-finally-admits-it-failed-disabled-customer-after-three-year-battle/

Failure to make reasonable adjustments

Council to do access audit + unspecified compensation.

Represented by Frylaw. Council refuses to apologise & paid QC for their side.

https://www.disabilitynewsservice.com/disabled-voter-secures-legal-settlement-over-polling-station-discrimination/

http://www.surreycomet.co.uk/news/15426304.Disabled_campaigner_secures_settlement_after_polling_station_access_row_with_council/

Volunary Binding Agreement DRC

Failure to make reasonable adjustments

Arcadia store group

Goods and Services

Voluntary Binding Agreement with DRC

https://www.out-law.com/page-6989

https://www.theretailbulletin.com/news/uncertainty_remains_over_shops_obligation_to_disabled_customers_13-06-06/

Volunary Binding Agreement DRC

Large retail outlet have mezzanine floors with no wheelchair access at many stores.

Failure to make reasonable adjustments

Goods and Services

VoDebenhams agreed to provide access in all English retail stores within 3 months. Report to DRC progress in writing.

https://www.debenhams.com/content/company-information/corporate-social-responsibility/disabled-access

https://www.out-law.com/page-5963

Failure to make reasonable adjustments

Santander UK PLC

Goods and Services

Joint statement via EHRC website. Adjustments (sign video service) implemented.

https://www.equalityhumanrights.com/en/legal-casework/joint-statement-edward-john-richards-v-santander-uk-plc

Wrongful eviction from premises of deaf guests cos other deaf guests misbehaved

Large holiday company

Goods and Services

Confidential settlement undisclosed financial remedy. Holiday company work with RNID.

RNID assisted over 40 deaf ppl to complain.

http://news.bbc.co.uk/1/hi/uk/179851.stm

http://news.bbc.co.uk/1/hi/uk/709815.stm

Unreasonable requirement for supervision and exclusion + multiple data Protection breaches

Failure to make reasonable adjustments, ?direct discrimination, ?victimisation/harassment

Scouting Association

Goods and Services

Settlement: Changes to policy and training + £42,000 compensation

Compensation SO high because *multiple* DPA breaches & victimisation. Represented by Fry and Catherine Casserley

http://www.frylaw.co.uk/archives/articles/successful-legal-action-by-autistic-boy-against-his-local-scout-group/

http://www.cloisters.com/latest/catherine-casserley-represented-11-year-old-ben-gleeson-in-discrimination

https://www.bbc.co.uk/news/uk-43519296

Thomas Carson (deceased, case taken by daughter Jillian Shanks)

Not providing BSL interpreter for medical appt where diagnosis of terminal cancer was given and had to be interpreted via family member.

Failure to make reasonable adjustments

South-Eastern Health and Social Care Trust (Northern Ireland)

Goods and Services

Settlement: £7,000 compensation without admission of liability. Apology to family (as claimant had died).

Supported by Northern Ireland Equality Commission ECNI (taken by family because claimant was ill/died).

http://www.equalityni.org/Footer-Links/News/Individuals/Daughter-had-to-tell-her-father-his-illness-was-te

https://www.equalityni.org/ECNI/media/ECNI/News%20and%20Press/Press%20Releases/2018/DaughterFatherTerminalIllness.pdf?ext=.pdf

Settlement: £2000 no liability settlement. Firm liaise with Equality Commission to review policies and procedures. Training for staff.

Supported by Northern Ireland Equality Commission

http://www.bbc.co.uk/news/uk-northern-ireland-14527162

http://mail.wilson-nesbitt.co.uk/news-updates/Claims/2723/Disability-discrimination-claim-settled-out-of-court

Care agency refused to provide lifting support against policies and external report advice. Delayed university finish.

Failure to make reasonable adjustments

Nursing and Caring Direct

Goods and Services

Respondent admitted DDA breach, apologised and paid undisclosed damages

http://news.bbc.co.uk/1/hi/northern_ireland/6448761.stm

Informal settlement/media

Retail refused to allow signature instead of chip&pin for number-impaired (dyscalculia) person.

Failure to make reasonable adjustments

Goods and Services

Unclear, legal action issues, Tesco apologised and offered to make adjustments and unspecified compensation.

http://news.bbc.co.uk/1/hi/england/berkshire/7656218.stm

https://www.telegraph.co.uk/news/uknews/3157006/Tesco-accused-of-disability-discrimination-over-right-to-sign-for-goods.html

PO refused to make chip&pin machines accessible for person of reduced height - multiple instances.

Failure to make reasonable adjustments

Goods and Services

Settlement: Post office agreed to use flexible devices and increase low-level counters. No further info available

Supported by Unity Law.

http://www.bbc.co.uk/news/uk-30459117

Informal settlement/media

Restaurant refused to accept booking for person accompanied by assistance dog.

Failure to make reasonable adjustments

Sichuan House, glasgow

Goods and Services

Glasgow licensing board visited restaurant to remind them of legal obligations and staff training.

Media contacted licensing board. Guide dogs also contacted.

https://www.glasgowlive.co.uk/news/glasgow-news/blind-man-guide-dog-refused-12688946

http://enhancetheuk.org/no-access-to-guide-dogs/

Failure to make reasonable adjustments

Goods and Services

Council to carry out disability access audit of all polling stations and pay undisclosed compensation.

Supported by Fry Legal. Council employed expensive QC to fight case.

https://www.disabilitynewsservice.com/disabled-voter-secures-legal-settlement-over-polling-station-discrimination/

Failure to make reasonable adjustments

Broadland District Council

Goods and Services

Supported by Leigh Day legal firm

https://www.leighday.co.uk/News/News-2017/June-2017/Women-settles-legal-claim-over-voting-access-for-t

Failure to make reasonable adjustments

Goods and Services

Unknown ?Awaiting

https://www.disabilitynewsservice.com/polling-station-discrimination-fuels-calls-for-online-voting/

Failure to make reasonable adjustments

Abdul Rob & the Owners and Proprietors of Bangla Indian Restaurant

Goods and Services

Settlement including £1250 + legal costs, apology and engaging with NI Equality Commission to review policies practices and procedures.

? Supported by NI Equality Commission?

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2014/Cosgrove_v_Rob_Bangla_Restaurant.pdf?ext=.pdf

https://www.belfasttelegraph.co.uk/news/northern-ireland/blind-man-whose-dog-was-barred-from-northern-ireland-restaurant-awarded-damages-31059816.html

ATOS ignored access info on ESA 50 form - sent david to inaccessible centre & said they don't read the form. Tried to claim not bound by Equality Act

Failure to make reasonable adjustments

ATOS Healthcare

Goods and Services

Settlement: £2000 + costs

Supported by EHRC shortly before settlement (LiP before that).

http://www.meassociation.org.uk/2013/04/man-with-m-e-describes-his-2k-atos-out-of-court-settlement-welfare-news-service-12-april-2013/

Tesco refused to serve Jamie assuming alcohol was not good for him because he has CP and believed he was drunk.

Failure to make reasonable adjustments

Tesco Newington Green

Goods and Services

Tesco apologised only after media reports

http://www.islingtongazette.co.uk/news/disabled-man-s-anger-at-treatment-by-newington-green-tesco-store-1-1192712

Travel agency fails to provide access info or book accessible holiday stuff properly for wheelchair user.

Failure to make reasonable adjustments

Large Travel Agency

Goods and Services

Apology, £5,000 compensation + legal costs.

https://www.manchestereveningnews.co.uk/news/greater-manchester-news/disabled-dads-holiday-payout-1036241

Nightclub refuses to allow mobility impaired person into club using crutches citing H&S

Failure to make reasonable adjustments

Hush Enigma nightclub

Goods and Services

Unknown, nothing published

http://news.bbc.co.uk/1/hi/programmes/politics_show/7001568.stm

Failure to make reasonable adjustments

Whistle stop food and wine at Liverpool Street Railway station (London)

Goods and Services

Whistlestop agreed to change policies + unspecified small amount of compensation

Supported by Fry Legal

http://disabilityunited.co.uk/2017/01/assistance-dogs-legal-right-enter-shop/

Failure to make reasonable adjustments + possible harassment/victimisation

Durham University

Post-16 Education Provider

Post-16 Education

Settlement of £25,000 compensation with no liability (had sought tuition fees, student loans, injury to feelings, loss of career opportunities and damage to mental health)

Supported by Chris Fry with Wake Smith and Tofields no win no fee + Darlington Association on Disability (DAD).

https://www.disabilitynewsservice.com/deaf-student-wins-important-discrimination-victory-against-university/

University blocks access to library for mobility impaired students, delayed PEEP, abandoned during fire alarm, failed to allow notetaker or recording of complaint meetings despite claimant's deafness and other impairments which prevented notetaking.

Other, Failure to make reasonable adjustments ?H&S.

University of Wales Trinity Saint David

Post-16 Education Provider

Post-16 Education

£20,000 compensation.

Supported by EASS and Race Equality First charity. (Obtained email showing uni didn't consider DDA to save money)

https://www.disabilitynewsservice.com/disabled-student-wins-20k-after-university-built-library-it-knew-would-breach-dda/

University fails to accept evidence of disability or implement DSA provision then removes student from course with no disability info provided to panel.

Failure to make reasonable adjustments + possible harassment/victimisation

City University (London)

Post-16 Education Provider

Post-16 Education

http://www.disabilitynewsservice.com/student-kicked-off-degree-after-year-spent-fighting-for-adjustments/

Failure to make reasonable adjustments + possible harassment/victimisation

City University (London)

Post-16 Education Provider

Post-16 Education

initially refund of £9,000 tuition fees recognising inaccurate advice not admitting discrimination.

http://www.disabilitynewsservice.com/university-faces-claims-from-second-student-over-reasonable-adjustments/

Failure to make reasonable adjustments + possible harassment/victimisation

Department for Work and Pensions (DWP)

Government department

Goods and Services

Has legal aid and lawyer

http://www.disabilitynewsservice.com/pip-claimant-set-to-take-dwp-to-court-over-refusal-to-allow-him-to-use-email/

Failure to make reasonable adjustments + possible harassment/victimisation

Department for Work and Pensions (DWP)

Government department

Goods and Services

£1,700 damages.

LiP. Other anon cases in article

https://www.disabilitynewsservice.com/fresh-evidence-that-dwp-bars-email-communication-from-disabled-claimants/

Failure to make reasonable adjustments + possible harassment/victimisation

Department for Work and Pensions (DWP)

Government department

Goods and Services

https://www.disabilitynewsservice.com/fresh-evidence-that-dwp-bars-email-communication-from-disabled-claimants/

ECHR, EA2010

Media, Ombudsman ruling

Police fail to handle autistic man's disclosure or provide suitable "appropriate adult".

Other, Failure to make reasonable adjustments ?H&S.

Northamptonshire Police

Has solicitor from Deighton Pierce Glynn. Independent Police Complaints Commission is ombudsman

https://www.disabilitynewsservice.com/police-watchdog-orders-force-to-reinvestigate-treatment-of-autistic-man/

Airline fail to allow name change on ticket when a PA leaves and is replaced by a different PA before the trip.

Failure to make reasonable adjustments + possible harassment/victimisation

British Airways (BA)

Goods and Services

BA finally agreed to do ticket change after media attention.

DNS and other media + EHRC making noises in support.

https://www.disabilitynewsservice.com/british-airways-pa-ticket-policy-discriminates-against-disabled-woman/

http://www.travelmole.com/news_feature.php?news_id=2031693

County Court fails to provide working accessible toilet, hearing loop or accessible parking info.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Leeds County Court)

Government department

Goods and Services

Out of court settlement with £3000 damages. rubber stamped by judge

https://www.kingqueen.org.uk/i-sued-the-courts-and-won/

Prison service kept prisoner with MS and mobility difficulties in unsuitable cells/prison for 4 months.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: substantial undisclosed financial compensation.

funded by legal aid agency. Represented by Benjamin Burrows of Prison Law Team at Leigh Day and Alasdair Henderson barrister at Crown Office Row.

https://www.leighday.co.uk/News/2014/August-2014/Prisoner-with-MS-receives-substantial-compensation

Prison service kept Mr H who is paralysed from waist down but can manage self-care in adapted facilities in medical wing for 4 yrs claiming they had no adapted cells. This limited access to facilities and rehab and kept Mr H isolated.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: Providing adapted cell + substantial undisclosed financial compensation.

funded by legal aid agency. Represented by Leigh Day and Alasdair Henderson barrister at Crown Office Row.

https://www.leighday.co.uk/News/News-2018/February-2018/Disabled-prisoner-receives-substantial-compensatio

Prison service refused to provide adjustments or specialist advice to prisoner who became deaf while in prison and struggled and did not know solutions.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: Receiving assessment by deaf specialist, provided with auxiliary aids and services + undisclosed financial compensation.

funded by legal aid agency. Represented by Benjamin Burrows of Prison Law Team Leigh Day and Raj Desai barrister at Matrix Chambers.

https://www.leighday.co.uk/News/News-2016/March-2016/Deaf-prisoner-awarded-damages-after-discrimination

Holiday company claimed travel and resort was accessible for family travelling to Cyprus with adult daughter with significant physical and intellectual impairments who uses a wheelchair. Resort/travel was poorly accessible which caused physical and emotional distress to disabled woman. Staff were rude and unhelpful throughout stay.

Failure to make reasonable adjustments + possible harassment/victimisation

Olympic Holidays via agent Hays Travel Ltd

Goods and Services

Settlement: Compensation for cost of holiday _ injury to feelings compensation with no liability admitted.

https://www.leighday.co.uk/News/2010/January-2010/Successful-claim-for-compensation-under-Disability

Judicial Review initiated

Prison failed to provide prisoner with multiple conditions and impairments with accessible cell despite knowing of his extensive needs in advance. Leigh Day tried to correspond with prison to no success so Judicial Review proceedings were initiated.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: moved Mr X to accessible cell, agreed to provide motorised wheelchair, adhere to DED, 1 day before JR hearing. Agreed adjustments set out in formal court order to allow changes to be implemented. Secretary of state for Justice agreed to cover legal costs.

Funded by legal aid. EHRC intervened.

https://www.leighday.co.uk/News/Archive/2008/January-2008/Victory-in-prisoner-disability-discrimination-case

Prison failed to provide prisoner with assessment of deafness needs or auxiliary aids and services. Progress to deal with access needs were lost when Mr N was transferred between prisons. He was unable to reduce his sentence because he could not participate in offender behaviour course done as a group with discussions and role play which he could not access.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: assement of deaf needs, provision of aids and services and substantial undisclosed financial compensation

funded by legal aid agency. Represented by Benjamin Burrows of Prison Law Team Leigh Day and Nick Armstrong as barrister at Matrix Chambers

https://www.leighday.co.uk/News/2014/December-2014/Deaf-prisoner-receives-substantial-compensation-fo

Prison lost hearing aid which was returned from repair after 1 day. Over 9 months failed to find it or respond to requests for return. staff mocked prisoner and he struggled to engage with other prisoners. Failed to provide assessment of other deafness needs.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: Prison service continue to deny liability. Provided auxiliary aids and PEEP. significant 5 figure financial compensation for perevious problems. + legal costs

funded by legal aid agency. Represented by Benjamin Burrows of Prison Law Team Leigh Day and Nick Armstrong as barrister at Matrix Chambers

https://www.leighday.co.uk/News/2011/August-2011/Leigh-Day-succeeds-in-prisoner-disability-claim

Prison staff gave prisoner with well known peanut allergy a meal with peanuts in it and when asked denied it contained peanuts. This left him with some degree of permanent impairment.

Failure to make reasonable adjustments + possible harassment/victimisation

Ministry of Justce (Prison Service)

Government department

Settlement: MoJ settled 2 days before hearing, continue to deny liability but agreed to 5 figure financial compensation and payment of legal costs.

Funded by legal aid agency. represented by Leigh Day. Barristers Shaheen Rahman of Crown Office Row.

https://www.leighday.co.uk/News/News-2017/July-2017/Successful-claim-by-prisoner-with-peanut-allergy-g

Fans with mobility aids were challenged then only allowed in after police officer intervention, then had aids confiscated during match. EHRC wrote to Man U and Premier League with concerns after Disability News Service highlighted the issue.

Failure to make reasonable adjustments + possible harassment/victimisation

Manchester United, Premier League

Goods and Services

Unknown outcome.

Other issues with disability access highlighted in article.

https://www.disabilitynewsservice.com/watchdog-writes-to-man-utd-after-stewards-confiscate-walking-aids-from-fans/

Despite (employment support allowance) ESA (work capability assessment) WCA saying woman with mobility and other impairments could only walk a short distance and do a few hours a day, she was put in WRAG and sent on work related activity to an inaccessible location. DWP ignored 5+ requests for adjustments against their own WCA and finally sanctioned her. Eventually overturned and put in support group on Mandatory Reconsideration but still ongoing stress.

Failure to make reasonable adjustments + possible harassment/victimisation

Department for Work and Pensions (DWP)

Government department

After MR and probably media attention DWP put Catherine in support group and restored sanctioned money but refused to apologise. Catherine chose to drop her legal case so she would not be bound by confidentiality clauses.

https://www.disabilitynewsservice.com/no-dwp-apology-for-work-programme-discrimination-and-punishment/

https://www.disabilitynewsservice.com/campaigner-had-benefits-docked-despite-inaccessible-workshop/

Harassment Act, EA2010

Woman with diabetes on ESA support group sent excessive comms by DWP demanding her attendance at inaccessible work related activities. Specific risk of stress making insulin ineffective. DPAC advice on making individual DWP employees liable for their actions.

Department for Work and Pensions (DWP)

Government department

Unknown outcome.

https://www.disabilitynewsservice.com/disabled-womans-life-at-risk-after-dwp-harassment/

DWP refuse to provide braille accessible forms for blind PIP claimant. ATOS dodgy PIP assessment.

Failure to make reasonable adjustments + possible harassment/victimisation

Department for Work and Pensions (DWP)

Government department

Goods and Services

Illustrative example

https://www.huffingtonpost.co.uk/entry/dwp-sent-blind-man-printed-benefit-forms-he-couldnt-read_uk_5a830420e4b00ecc923eb2c0

Shop has promotion boards blocking access to mobility impaired man's wheelchair in shop and refuse to resolve it on request.

Failure to make reasonable adjustments + possible harassment/victimisation

Co-Operative Group Ltd

Goods and Services

Settled: £2,000 compensation without admitting liability. Defendent agreed to work with NI Equality Commission and provide disability awareness training.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2016/McKnight-v-CoOpGroupLtd.pdf?ext=.pdf

Settlement (in county court)

Zoo advises mobility impaired woman's sister motorised scooters no longer available for hire, a bus tour is available instead at cost of £1.20. On arrival woman asks about tour before her purchase is rung through till, staff laugh at her and claim it's just broken down, refuse solutions, refuse refund - then ringing purchase through till and saying have to write in. Council do not respond to complaints.

? harassment/victimisation, Failure to make reasonable adjustments

Belfast City Council (run Zoo)

Goods and Services

£3,000 injury to feelings compensation, + legal costs + acknowledge RA fail and apology. Council agree to work with NI Equality Commission to review access and implement reasonable suggestions.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2016/RYoung-v-BelfastCityCouncil.pdf?

Railway station blocked ramped access to station during construction work and provided no alternative in advance or on request.

Failure to make reasonable adjustments + possible harassment/victimisation

Goods and Services

£3,000 compensation + costs. Liaise with Disability Action about reasonable recommendations.

Look at timescale 2012-2016 for settlement!

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2016/Bingham-v-Translink.pdf?ext=.pdf

Mental health ward staff treated woman with HIV who was menstruating badly, failed to provide suitable menstrual products and treated her as infection risk contrary to written medical advice.

Failure to make reasonable adjustments + possible harassment/victimisation

Western Health and Social Care Trust

Goods and Services

Unclear, lots of waffle.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2015/Female_Patient_v_Western_HealthSCT.pdf?ext=.pdf

Hospital doctor refused to allow hard of hearing woman's friend to accompany her in appointments on request, spoke too quietly and was not deaf aware.

Failure to make reasonable adjustments + possible harassment/victimisation

Western Health and Social Care Trust

Goods and Services

£2,500 damages + costs. No admission of liability. Agreed to review policies and work with NI Equality Commission and has provided training.

Mr A complained about various aspects of hospital care for his daughter who had learning disabilities, diabetes and severe sight/visual impairment

http://www.equalityni.org/Footer-Links/News/Individuals/Two-claimants-with-hearing-loss-settle-cases-again

Mark McKnight and Fiona Currie

Concert venue staff couldn't make themselves heard over music so moved both claimants' wheelchairs without consent causing distress and minor injury. Claimants moved to another area which they did not wish to be in (happy with original wheelchair area). Upon complaint received £10 food & drink voucher. Defendant alleged claimants bought tickets online for improper area which claimants didn't.

Failure to make reasonable adjustments + possible harassment/victimisation

Odyssey Arena and SMG (Northern Ireland) Ltc.

Concert venue and management

Goods and Services

1st defendant paid £1000 damages + costs with no liability to each claimant. 1st defendant agreed to liaise with NI Equality Commission.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2015/McKnightCurrie_v_OdysseySMG.pdf?ext=.pdf

Benefits agency (Dept for Social Development) repeatedly failed to provide accessible and accurate papers for blind claimant when they made errors which had had to challenge in appeal. Tribunal services for appeals also failed to provide accessible comms

Failure to make reasonable adjustments + possible harassment/victimisation

1st Northern Ireland Courts and Tribunal Service. 2nd Department for Social Development (benefits agency).

Government department

Goods and Services

both defendants agreed to pay £2,000 without admission of liability. Apologised for mishandling accessible document requests. Agreed to meet NI Equality Commission to train staff on disability issues and ensure PCP comply with DDA.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2015/George_v_NICTS-DeptSocDev.pdf?ext=.pdf

Sainsbury's store and cafe ban frequent customer a woman with mental health condition for single incident where she was accused of raising her voice aggressively and immediately disclosed her impairment and impact (no history of issues). Refused to engage in dialogue about it.

Failure to make reasonable adjustments + possible harassment/victimisation

Sainsbury's Supermarkets Ltd

Goods and Services

£1,750 compensation without admission of liability. Removal of ban on using shop and cafe.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2014/Customer_v_Sainsburys.pdf?ext=.pdf

Settlement (in county court)

Taxi refused to allow wheelchair user's folded chair in backseat when it didn't fit boot.

Failure to make reasonable adjustments

1st Driver - Patrick Magee. 2nd Taxi firm - Foyle Taxis Ltd.

Taxi driver and Taxi Firm

Settled by district judge in court. Firm donates £800 to spinal charity, pays McCay £185 costs and engages with NI Equality commission over policies and training and agree to implement recommendations. Driver apologised for misjuding situation and expressed regret.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2013/McCay_v_Magee_Foyle_Taxis_Ltd.pdf?ext=.pdf

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2013/McCay_v_Magee_Foyle_Taxis_Ltd.pdf?ext=.pdf

Settlement (in county court)

Parish hall refused to discuss or install stair lift or similar to allow man with progressive mobility impairment to continue playing bowls at the venue.

Failure to make reasonable adjustments

Select Vestry for the Time Being of the Parish of Killowen.

Goods and Services

£3,000 damages. Agreed to implement platform lift recommended and review other services for DDA compliance and work with NI Equality Commission. + endeavour to ensure closure of hall was not due to claimant's proceedings (reduce victimisation).

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2014/Leighton_v_Select_Vestry.pdf?ext=.pdf

Bridge club refuses to allow woman with mobility impairments to sit while playing games, citing necessity for people to stand and move between tables for smooth operation of club. Repeatedly ignored medical evidence refusing request.

Failure to make reasonable adjustments

The Secretary and Committee of St Michael’s Bridge Club

Small club (not private)

Goods and Services

Defendent agreed to allow claimant to sit during bridge games. Claimant specifically did not want compensation.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2013/McCusker_v_Sec_Com_StMichael.pdf?ext=.pdf

Settlement (in county court)

Organisation running competitive programme for small business owners repeatedly treated claimant less favourably by holding him to higher standards and nitpicking and refused to make small adjustments after he disclosed his mental health condition to them. Medical report confirmed fitness to engage with programme.

Less favourable treatment, Failure to make reasonable adjustments

1st: Xcell Partners Ltd. 2nd: Diane Roberts (managing partner).

Training/business programme

Goods and Services

Defendent agreed to £6,000 no admission of liability.

Named employee as defendent.

http://www.equalityni.org/ECNI/media/ECNI/Cases%20and%20Settlements/2015/Moore_v_XcellPartnersLtd.pdf?ext=.pdf

Hospital does not consistently provide information in large print for partially sighted patient.

AIS breach, Failure to make reasonable adjustments

North Cumbria University Hospitals

Goods and Services

http://www.itv.com/news/border/2016-09-07/nhs-in-cumbria-failing-to-comply-with-new-law/

Courts and tribunals service did not write things down and provide adjustments for deaf defendant in small claims.

Failure to make reasonable adjustments

Northern Ireland Courts and Tribunals Service

Government department

Goods and Services

£2,500 admission of DDA breach, apology.

Supported by Northern Ireland Equality Commission

http://www.equalityni.org/ECNI/media/ECNI/News%20and%20Press/Press%20Releases/2015/Hearing_loss_cases_settled.pdf

http://www.equalityni.org/Footer-Links/News/Individuals/Two-claimants-with-hearing-loss-settle-cases-again

Media/campaigning

Conservative party refused to provide BSL translation of election manifesto for Deaf BSL users.

Failure to make reasonable adjustments

Conservative Party

Goods and Services

BSL translation eventually provided.

Media attention and complaints led to translation being agreed and appearing 3 days before election.

https://bda.org.uk/conservative-party-refuse-bsl-translation-of-manifesto/

http://limpingchicken.com/2017/06/05/three-days-before-the-general-election-the-conservative-partys-bsl-manifesto-finally-appears/

Media/campaigning

Failure to make reasonable adjustments

Shops, restaurants

Goods and Services

Maggie is handing out awareness leaflets

https://www.lincolnshirelive.co.uk/news/local-news/profoundly-deaf-woman-refused-entry-218275

Witness seeing restaurant evict deaf man and his assistance dog which was clearly identifiable. Complained to chain and got bad response.

Failure to make reasonable adjustments

Witness seeing restaurant evict deaf man and his assistance dog which was clearly identifiable. Other diners tried to intervene without success. One of these customers complained to the manager and was told this was company policy.

Goods and Services

Social media outrage leading to restaurant publicly apologising.

Ally challenging discrimination.

https://www.mirror.co.uk/news/uk-news/deaf-man-thrown-out-gourmet-11025754

Nightclub refuses entry to wheelchair using woman claiming her wheelchair doesn't fit despite previous visits.

Failure to make reasonable adjustments

Heebie Jeebies, Liverpool

Goods and Services

Unknown (respondent tells journalist formal complaint needed)

https://thetab.com/uk/liverpool/2017/02/22/disabled-student-refused-entry-heebies-wheelchair-40654

Nightclub refuses to allow wheelchair user access to part of the building and claims adaptation is unreasonable.

Failure to make reasonable adjustments

Powerhouse, Northumbria

Goods and Services

Unknown (respondent quoted as saying they'll ask head office about a stairlift and accessibility)

https://thetab.com/uk/newcastle/2016/12/01/student-wheelchair-refused-entry-powerhouse-22481

Nightclub refuse entry to mobility impaired woman using sticks claiming she had not informed them in advance (she had tried and been unable to get through) and that she was a health and safety risk.

Failure to make reasonable adjustments

Visions Video Bar

Goods and Services

Unknown (disabled woman called for boycott on social media)

Disabled woman is also black so racism may have been a factor to consider.

http://www.hackneygazette.co.uk/news/i-was-turned-away-from-dalston-club-because-i-m-disabled-says-teen-1-4687881

http://www.itv.com/news/london/2016-09-10/a-19-year-old-student-who-has-cerebral-palsy-says-she-was-humiliated-after-bouncers-refused-her-entry-to-a-nightclub/

Retail outlet only have stairs access to menswear department. wheelchair using man and his brother attempt to use lift to get to correct floor and enter via a set of doors which were locked - staff refused to unlock them citing health and safety despite having opened them before.

Failure to make reasonable adjustments

River Island (Burnley)

Goods and Services

Store apologise in media, claim staff have been briefed, offer vouchers and invite claimant back to store.

http://www.lancashiretelegraph.co.uk/news/9940360.Disabled_teenager_refused_entry_into_Burnley_s_River_Island_store/

Legoland deny access to an annual pass for a man with learning difficulties and his carer due to a new policy of denying access to adults without children.

Failure to make reasonable adjustments

Goods and Services

Legoland defends policy claiming they provide adult access in evenings and citing child protection

https://www.manchestereveningnews.co.uk/news/greater-manchester-news/mum-disabled-son-turned-away-8509818

Bus driver refuses power wheelchair user access to bus believing it is a scooter. Multiple instances.

Failure to make reasonable adjustments

First Bus, Norwich

Respondent said issue shouldn't have happened even if claimant had letter they provided some years ago

http://www.edp24.co.uk/news/disabled-grandfather-from-norwich-bursts-into-tears-after-bus-driver-allegedly-refuses-to-let-him-on-1-5071835

Maximus ignored disclosure of need for wheelchair access and turned disabled woman away from centre. Woman had to make 14 mile round trip to alternative centre.

Failure to make reasonable adjustments

Maximus (for DWP)

Government department

Goods and Services

Claimant had to attend rescheduled appointment at centre much further away, loss of day's pay for husband to accompany her. No noted response from Maximus

https://www.disabledgo.com/blog/2016/08/wheelchair-user-woman-turned-away-from-disability-assessment-centre-because-she-could-not-climb-the-stairs/#.WsqQy3XwZpg

Pub changes ownership and new owners refuse to open side door to allow scooter user entry claiming she does not want it in the pub.

Failure to make reasonable adjustments

Walkabout pub,Leicester

Goods and Services

Respondent spokesperson apologised for "genuine mistake" and to claimant personally. Refresher training and policy reminder for staff.

Customer service. Individual staff error. excuse

https://www.leicestermercury.co.uk/news/leicester-news/disabled-man-disgusted-after-walkabout-878504

Bar turns away wheelchair user despite hosting weekly meetings of Praxis group for people with physical and mental impairments.

Failure to make reasonable adjustments

Goods and Services

Settlement: £3,000 compensation. Admission of liability. Apology. Agree to liaise with Equality Commission about policies and procedures and staff training.

http://news.bbc.co.uk/1/hi/northern_ireland/7346188.stm

Bus driver refuses power wheelchair user for a third time despite a previous apology claiming it has to be "assessed".

Failure to make reasonable adjustments

Respondent spokeswoman claims claimant's bus stop isn't suitable for wheelchair access. Blames bus stop owner which is council. Council ostensibly assessing issue and awaiting funding.

https://www.walesonline.co.uk/news/local-news/disabled-woman-refused-bus-seat-1809535

Kali was refused entry to the O2 with her guide dog by a security guard who initially gave no reason, then claimed the noise would hurt the dog's ears before being clear he thought guide dogs were not allowed and Kali would have to leave her dog in the office - when Kali asked to see office, the guard tiried to take the dog's lea. The O2 website says guide dogs are permitted. kali was eventually allowed in when she stressed that she does not see well in the dark but left the O2 before the performance started due to distress at the incident.

Tesco security guard refused entry to Mason a disabled child who walks with a wheeled frame.

Failure to make reasonable adjustments

Tesco, Osterley branch London

Goods and Services

Mother walked round guard and Mason entered store anyway. Respondent spokesperson apologised for misunderstanding and claimed guard apologised and let them in as soon as he realised it was a mobility aid as he thought it was a bike or scooter.

Individual staff error.

https://www.standard.co.uk/news/london/five-year-old-boy-refused-entry-to-tesco-because-of-walking-aid-8733173.html

Posh bar refuse entry to man with assistance dog after a refurbishment despite him having visited before with staff providing water for the dog.

Failure to make reasonable adjustments

Huxley bar, Edinburgh

Goods and Services

After media attention manager of pub apologised for misunderstanding, has started liaising with RNIB and is donating £7,000 the night's takings to RNIB Scotland. Claimant is undecided if he will return.

https://www.scotsman.com/news/bar-s-7000-pledge-after-guide-dog-refused-entry-1-2775536

Cinema refuses to allow wheelchair user to access part of a poorly accessible cinema even though he can manage suboptimal access on stairs claiming the wheelchair storage is a hazard. Two separate incidents.

Failure to make reasonable adjustments

Odeon, Streatham.

Goods and Services

After media attention Odeon apologise and admit staff could have been more flexible and supportive.

http://www.musculardystrophyuk.org/news/news/accessibites-cinema-brands-disabled-man-a-fire-hazard/

http://www.yourlocalguardian.co.uk/news/local/topstories/4506281.Disabled_man__branded_a_fire_hazard__by_cinema/

Media/campaigning

Concert stadium staff refuse woman with ostomy bag access to accessible bathroom citing only for wheelchair users. Even after disclosure access was refused. Claimant had forgotten her RADAR key. Eventually a third guard was very kind aware and understanding and escorted her with good manners to access a suitable accessible toilet.

Failure to make reasonable adjustments

Manchester Etihad Stadium

Goods and Services

http://people.com/bodies/mother-of-three-with-ostomy-bag-refused-access-to-disabled-bathroom/

http://metro.co.uk/2016/06/21/invisible-disabilities-at-gigs-why-cant-i-use-the-disabled-loos-in-peace-5956806/

Media/campaigning

McDonalds refuse to allow access to man with inflammatory bowel disease and a "can't wait" card late at night claimng toilets are closed for the night in 24/7 McDs. Despite explaining his condition and using card the manager called security to remove him from premises.

Failure to make reasonable adjustments

McDonalds, Huddersfield

Goods and Services

Respondent spokesperson told media they apologise for upset and embarassment and advise claimant to contact customer services.

http://metro.co.uk/2016/08/17/man-with-crohns-disease-denied-use-of-mcdonalds-toilets-despite-showing-cant-wait-card-6070957/

Media/campaigning/viral

Bar refuse entry to man with Huntington's claiming he was drunk and on drugs despite him producing his Huntington's card. Security dod not believe him and mimiced his impairment. Manager came out and claimed disabled should stay home to be cared for not out socialising.

Failure to make reasonable adjustments

Goods and Services

After media attention spokesperson claim turned away cos some of group were drunk and rowdy not because of disability. Claimed security company are a separate company and will no longer be used and disapointed to hear about their behaviour. Manager contacted claimant's mother and offered to invite claimant and his friend to an event to raise money for Huntington's disease.

http://www.southwalesargus.co.uk/news/14685688.Gwent_man_with_Huntington_s_disease_refused_entry_to_bar_after__bouncers_accused_him_of_being_drunk_/

Media/campaigning

Bus driver refuses to make much effort to ask two buggy users to move out of wheelchair accessible space on bus.

Failure to make reasonable adjustments

First Bus, Chelmsford

After media attention First Bus spokesperson says they are disppointed their policies are nt being followed and will keep rebriefing drivers. Nicki hopes to get senior managers to meet her to discuss improved vehicles in future.

https://www.express.co.uk/news/uk/765673/disabled-mum-wheelchair-first-bus-ruling-company-service-pushchairs

Bar refuses entry to man with cerebral palsy with speech and balance impairments assuming he is drunk. Even after disclosure staff dismiss his claim and demand medical records as proof.

Failure to make reasonable adjustments

Goods and Services

After media attention Yates admits Reece was turned away but claims refusal due to believing he was drunk then became due to companions' being unacceptably drunk. Invites Reece to contact them directly where manager can provide "unbiased" opinon. Claims they have apologised and provided refresher training to bouncers.

https://www.thestar.co.uk/news/bouncers-turned-sheffield-hallam-student-with-cerebral-palsy-away-from-yates-because-he-sounded-too-drunk-1-8900361

Media/campaign/viral

Restaurant staff including manager refuse to allow assistance dog in with blind owner who explained refusal was unlawful several times and filmed conversation.

Failure to make reasonable adjustments

Goods and Services

After social media went viral and media attention restaurant manager contacted Holly and Media to say they do accept assistance dogs, staff made a mistake. Another manager apologised and takes personal responsibility. Offers Holly + 10 friends a free meal and £1000 donation to charity of her choice.

https://www.coventrytelegraph.net/news/coventry-news/video-blind-student-refused-entry-10936161

Multiple landlords either refusing to rent, raising rent because of assistance dog, or insisting assistance dog lives outside.

Failure to make reasonable adjustments

MULTIPLE Landlords

N/A mostly just highlighting issues

https://www.coventrytelegraph.net/news/coventry-news/blind-student-claims-landlords-wont-8559986

Golf indoor venue turned child in wheelchair away claiming they do not have sufficient space to allow access.

Failure to make reasonable adjustments

Sussex golf venue

Goods and Services

Unknown: Venue plan to meet with family

http://www.transfermaster.com/blog/view-post/Disabled-Young-Girl-In-Wheelchair-Refused-from-Entering-In-Sussex-Venue

Busy gift fair operators refuse to allow disabled toddler into venue in push chair citing the no pushchairs rules on tickets and extreme crowding of event.

Failure to make reasonable adjustments

Cheltenham Racecource

Goods and Services

Respondent stand by position of refusal citing busyness and no-buggies rules printed on tickets.

Access may not be reasonable here - I don't know.

https://www.gloucestershirelive.co.uk/news/cheltenham-news/christmas-fair-under-fire-refusing-681265

Burger King staff refuse to allow man with physical and sight impairments and his mother to access the toilets before buying food (and having receipt) or paying £1 which they didn't have as small change despite disclosing his disability need to use the toilets before ordering food.

Failure to make reasonable adjustments

Burger King, North Street Brighton

Goods and Services

Respondent refused to apologise to the Thorogoods or comment about their policy about disabled customers access to toilets despite media attention.

http://www.theargus.co.uk/news/11715347.Fury_as_disabled_son_banned_from_toilets/

Bus drivers on 2 separate buses would not let wheelchair user board due to buggies. When wheelchair user challenged 2nd driver he was called a pest (driver had refused entry before). On both cases mums with buggies appeared to approach drivers being willing to move/fold after he was refused entry.

Failure to make reasonable adjustments

Stagecoach East Scotland

Respondent spokeperson claimed to take reports seriously, cite wheelchair policy and investigating and responding to claimant directly.

http://www.dunfermlinepress.com/news/13513794.Disabled_man_refused_entry_on_buses/

London Marathon refuse entry to powerchair user who is quadriplegic who has 5 assistants with him. Marathon cited it being unsafe for Matt or others and powered vehicle assistance is against marathon rules.

Failure to make reasonable adjustments

Virgin London Marathon

Goods and Services

Unclear Unknown

https://www.thelawyer.com/issues/online-october-2013/stewarts-law-quadriplegic-trainee-takes-london-marathon-to-court-after-race-entry-refused/

Failure to make reasonable adjustments

The Blacksmith's Forge, Dalkeith

Goods and Services

After media attention bar apologises, stresses it was drunk o 'clock with staff having to make rapid decisions and offers to introduce claimant to staff so he's not refused entry in future as they'll know him.

https://www.midlothianadvertiser.co.uk/news/disabled-bonnyrigg-man-barred-from-dalkeith-pub-for-being-drunk-1-183512

London Marathon refuses medal award to woman with mobility impairment completing course over 16 days using bionic suit

Failure to make reasonable adjustments

Virgin London Marathon

Goods and Services

Unclear Unknown

https://www.civilsociety.co.uk/news/paralysed-marathon-entrant-will-finish-race-today-in-bionic-suit.html

Failure to make reasonable adjustments

Uno Momento, Darlington

Goods and Services

Manager personally apologised, mistake by junior staff with manager not around, restaurant made £100 donation to Guide Dogs.

http://www.thenorthernecho.co.uk/news/14203832._It_s_got_hair_and_you_re_not_getting_in____partially_sighted_woman_refused_entry_to_restaurant_because_of_guide_dog/

Train operating company erroneously tell wheelchair user his chair is too wide for their trains over the phone. He has to use alternative train for his journey

Failure to make reasonable adjustments

Train operating company

Scotrail admitted staff were erroneously quoting scooter rules, apologised and paid £50 goodwill payment.

https://www.dailyrecord.co.uk/news/scottish-news/rail-bosses-apologise-after-disabled-2648881

Train operating company repeatedly tell wheelchair user his chair (and unnamed girlfriend who uses wheelchair) is too wide, he is inconvenienced for weeks making alternative journeys until they admit mistake. .

Failure to make reasonable adjustments

Train operating company

Scotrail admit staff giving out wrong info for scooters not wheelchair dimensions, have told Chris his chair is suitable, plan to send letter of apology and £50 voucher.

https://www.dailyrecord.co.uk/news/business-consumer/rail-staff-wrongly-ban-disabled-2474420

Pub refuse entry to woman with cerebral palsy citing appearance, even after disclosure they cite appearance while allowing woman's non-disabled sister in scruffy clothes to enter.

Failure to make reasonable adjustments

Slug and Lettuce, Farnham

Goods and Services

Woman's sister posts to social media, goes viral. Pub spokesperson claims was an especially busy night with people excluded for various reasons relating to licensing and safety. Claim to be actively investigating and talking to family involved. Apologise for upset "not intentional".

https://www.getsurrey.co.uk/news/surrey-news/farnham-slug--lettuce-apologises-13254057

Failure to make reasonable adjustments

Golden Dragon, Ipswitch

Goods and Services

Restaurant claim staff never encountered assistance dogs, manager was away, invite claimant to visit for a free meal.

http://www.eadt.co.uk/news/ipswich-partially-sighted-woman-refused-entry-to-golden-dragon-because-of-her-guide-dog-1-968459

Pub turns away wheelchair user with multiple sclerosis claiming he's drunk due to posture. After disclosure by PA they claim appearance/dress rules despite that being a specific disability issue for wheelchair user whose PA explained no where else in the area was level accessible... Still asked to leave.

Failure to make reasonable adjustments

Wetherspoons, Bright Helm, Brighto

Goods and Services

Pub claims security genuinely believed claimant was drunk, retraining staff, apologised.

https://www.lutontoday.co.uk/news/ms-sufferer-mistakenly-thrown-out-of-pub-for-being-drunk-1-7767215

Private housing provider (recently transferred ownership from council) of high rise flats fails to keep lifts in working order causing problems for mobility impaired tenants.

Failure to make reasonable adjustments

Council Housing Provider

Claimant's doctor had sent 17 letters about issues to housing provider and to get him rehoused more appropriately. City mayor made comments in past but nothing on this. Salix revused to comment.

http://www.salfordstar.com/article.asp?id=3306

Adam George (child) and others

Toy shop only has stairs access to 1st floor with action and adventure toys. Two disabled children unable to browse toys.

Failure to make reasonable adjustments

The Entertainer, Cornwall.

Goods and Services

Respondent claims cannot install lift due to listed building status and council refusal. Truro council say no application has been made. Staff offered to bring toys down but management claim no lift access possible.

https://www.mirror.co.uk/news/uk-news/heartbreaking-picture-sad-wheelchair-bound-10456681

Failure to make reasonable adjustments

MULTIPLE, Gloucester

Goods and Services

Review website to publicise good practice.

https://www.gloucestershirelive.co.uk/whats-on/whats-on-news/how-man-wants-help-disabled-1312071

http://www.reviewitwithdrewitt.co.uk/

Train operating company tell her she has to use station 10 miles away because while there is access her local station is unstaffed even if assistance was booked.

Failure to make reasonable adjustments

Train operating company

Spokeperson apologises and says this was an error of judgement by untrained member of staff. Training to be provided. Should have told Claimant to call Govia thameslink Railway for assistance. Claimant plans to ask for station to be staffed so disabled people can use it. Great Northern who manage train apologise and suggest she uses help point to send staff to staton ot free taxi to nearest station 10 miles away. If books in advance can have assistance at Littleford.

https://www.cambridge-news.co.uk/incoming/disabled-cambridgeshire-woman-told-use-12771268

MULTIPLE (Pupils from local 6th form for disabled people)

Railway station is inaccessible to people who cannot open heavy doors or do steep stairs so the pupils have to travel further to go on trips.

Failure to make reasonable adjustments

South Western Railway

Train operating company

Local councillor agrees access should be provided but 1880s building, lifts would be expensive, need to apply to government fund for lifts to be added.

http://www.bournemouthecho.co.uk/news/11710738.No_ramp_or_lift_and_stairs_are_a____death_trap________students_battle_for_disabled_access_at_railway_station/