Over the weekend, I read a story on LinkedIn that left me both saddened and angry.
A blind woman went to a South Asian supermarket to buy spices for her dad’s lamb curry. She was accompanied by her guide dog, Quark. What happened next was unacceptable.
The security guard immediately told her to “take your pet outside”, ignoring her explanation that Quark was her guide dog. He repeated this demand, louder and more aggressively each time, until passersby intervened. Only then did a member of staff reluctantly allow her in.
This wasn’t just an inconvenience, it was humiliating, intimidating, and illegal.
Under the Equality Act 2010, assistance dog owners have the legal right to enter businesses and public places. Refusing them entry is unlawful discrimination.
Inclusion Is More Than a Policy
The story reminded me that inclusion isn’t just about having a written policy. It’s about:
- A culture that values dignity and respect.
- Staff who understand their legal responsibilities.
- Leaders who take proactive steps to remove barriers.
In this case, the customer shouldn’t have had to raise her voice to be heard. She shouldn’t have had to rely on strangers to defend her rights. And she certainly shouldn’t have been left feeling like “the angry disabled person” — a label rooted in prejudice, not reality.
Why This Matters to All Businesses
If this can happen in 2025, it means far too many organisations still:
- Fail to train staff on disability awareness.
- Ignore cultural stigma or bias.
- See compliance as a tick-box exercise rather than a core value.
These aren’t just oversights, they are active barriers that prevent disabled people from accessing services with dignity.
Key Messages for Shops and Service Providers
- Equality is the law — refusing entry to a guide dog owner is unlawful.
- Inclusion is cultural — it must be embedded in everyday practice.
- Training is essential — untrained staff can create legal and reputational risks.
- Representation matters — businesses can lead the way in challenging stigma.
Actions You Can Take Today
- Train your team — every staff member should know their Equality Act responsibilities.
- Display welcome signs — “Assistance Dogs Welcome” signs send a clear message.
- Review your policies — make sure they’re clear, accessible, and enforced.
- Challenge bias — tackle cultural stigma about disability head-on.
- Lead from the top — managers and owners must model inclusive behaviour.
Practical Tips
- Always speak directly to the customer, not just their companion or carer.
- Never ask for “proof” of an assistance dog — the law does not require it.
- Create a culture of welcome, not suspicion.
- Be proactive — don’t wait for a complaint to make changes.
If you own or run a shop, café, restaurant, or other public service and haven’t yet trained your staff on disability awareness, start now.
Find out more about our Equality & Disability Awareness Training: www.equalityanddiversity.co.uk