Toolkit launched to help guide dog owners challenge access refusals

Post date: 
Thursday, 28 February 2019
Other campaigning
A woman and her guide dog in a cafe

In the last year more than 700 guide dogs with their owners were refused entry to taxis, shops and restaurants. These companies are breaking the law.

We've worked with Guide Dogs on a toolkit that helps guide dog owners to tackle this discrimination. It explains an owner's rights, how to make a complaint and other useful information. The toolkit can also be used to spell out the law to services providers, helping get to the root of the problem and making access to services much more equal. 

The toolkit contains details of a guide dog owner’s rights under the Equality Act 2010 (England, Scotland and Wales) or the Disability Discrimination Act 1995 (Northern Ireland), a step-by-step guide to making a complaint, an example complaint letter, plus an advocacy letter from Guide Dogs and RNIB with a summary of the law and information about the service provider's obligations.

There's been a fifty percent increase in access refusals for guide dogs in the past five years which is unacceptable. Unfortunately, it's also likely that many refusals go unreported, so it is vital that everyone has the tools and knowledge to tackle illegal practice themselves. 

Download the toolkits

England, Scotland and Wales:

Northern Ireland:


Further information

  • If you would like the Toolkit in another format, or need help with making a complaint or using the Toolkit, please contact our Helpline on 0303 123 9999. 
  • Find out more about your rights