Complaint: Disability Discrimination

on 13 January 2021 about Lidl in category Supermarkets / Grocery Stores

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My complaint:

I am writing to you to raise an issue about my visit to Lidl in Wokingham today.

The issue that I have experienced was I suffered disability discrimination today at 6.22pm from a cashier who told me i should not be using a disabled trolley. I explained i have a disability and a blue badge and he argued back at me stating that the trolleys were for wheelchair users and pointed to the picture humiliating me in front of customers by trying to argue and intimidate me.

He has got this completely wrong and breached the Equalities Act. Under the Equalities Act 2010 provision of goods and services must make reasonable adjustments. These are termed PCPs (Provision, Criterion or Practice).

Disabilities range from visible and non-visible conditions and my disability meets the definition of the Equalities Act. They are not limited to wheelchair users and the signage relating to people with disabilities does not translate to wheelchair users. I also hold a blue badge. I have a physical disability that restricts my movement including bending and lifting. I cannot use an ordinary trolley and am entitled to use a disabled trolley. This falls under reasonable adjustments that services and businesses are required to make to both employees and customers.

The behaviour and request that I do not use a disabled trolley breaches the Equalities Act and severely disadvantages me as a disabled person.

I am disgusted that I have been treated like this and being asked not to use a disabled trolley by a cashier who clearly does not understand the policy and humiliated me in the store.

This meant that I was humiliated and am placed at a substantial disadvantage because i cannot use an ordinary trolley.

I require an apology, explanation and compensation. I wish to have a copy of your Equalities policy and what steps you have taken with your staff to understand and implement the policy. The experience is a breach and is enforceable by law should i decide to take legal action. I suggest you refer to the attached document that sets out your legal obligations towards Equalities.

I look forward to your response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Shaheen Darcy

Store location Wokingham

8 Croft Close
Wokingham Berkshire
RG41 4AN

0 0 vote
Justified complaint?

Suggested solution:

I require an apology, explanation and compensation. I wish to have a copy of your Equalities policy and what steps you have taken with your staff to understand and implement the policy. The experience is a breach and is enforceable by law should i decide to take legal action. I suggest you refer to the attached document that sets out your legal obligations towards Equalities.

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