If a place serves the public, the Equality Act 2010 almost certainly applies to it. Here’s what that means for you — in plain English.
The Equality Act 2010 (England, Wales and Scotland) protects you if you have a physical or mental impairment with a substantial, long-term effect on daily life. You don’t need to receive benefits, carry proof, or “look disabled” to be covered.
It applies to shops, pubs, theatres, clubs, buses, trains, taxis, councils, schools, employers, landlords and websites. In Northern Ireland, the Disability Discrimination Act 1995 provides similar protection.
Treating you worse because you're disabled. "We don't let wheelchairs in" is not a policy — it's unlawful discrimination.
Rules that look neutral but shut disabled people out — "no dogs" applied to assistance dogs, order-at-the-bar-only with no table service.
The big one. Service providers must take reasonable steps to remove barriers — before you arrive, at their own cost.
Degrading treatment, or punishing you for complaining. Raising a complaint is itself legally protected.
The duty to make reasonable adjustments is anticipatory — organisations must plan for disabled customers in advance. “You’re the first wheelchair user we’ve had” is an admission, not an excuse. And the cost sits with them: no ramp surcharges, no paid “carer tickets” where a free companion ticket is the adjustment.
What counts as reasonable scales with the organisation — a national chain is expected to do far more than a corner shop. But cheap fixes are almost always reasonable: a portable ramp, a moved table, a hearing loop that’s switched on, an accessible toilet that isn’t a stockroom, staff who know the routine.
Buses: full-size local buses must be accessible (PSVAR), drivers must deploy the ramp where safe, and after FirstGroup v Paulley they must do more than politely ask someone to vacate the wheelchair space. Your rights when the bus leaves without you »
Trains: every operator must publish an Accessible Travel Policy, provide assistance (booked via Passenger Assist up to two hours ahead, or Turn Up and Go at staffed stations), and provide an accessible taxi at their cost when a station fails you. Unresolved complaints go to the free, independent Rail Ombudsman. How Passenger Assist works »
Taxis: drivers can’t refuse an assistance dog or charge extra for a wheelchair (medical exemptions aside).
Equality Advisory & Support Service (EASS) — free government-funded helpline on discrimination: 0808 800 0082.
Citizens Advice — practical help with letters and claims.
Disability Rights UK and Scope — guides and helplines.
Claims about services go to the county court, normally within six months less one day — but most disputes settle long before that, once a well-aimed letter arrives.
Describe it to us. We’re not lawyers and don’t give legal advice — but we can point you at the right rule, the right template and the right helpline.