They said this… · Accessibility & adjustments

“That adjustment is not on our approved list, so we cannot offer it.”

Generally incorrect

A policy can support consistency, but it should not replace an individual assessment of the actual disadvantage and reasonable ways to address it.

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Why this answer

What actually matters

  • Ask for an individual decision rather than a checklist refusal.
  • Explain why listed options are ineffective.
  • Offer a practical alternative.
  • Request the reasons and decision-maker.

Important nuance

When the statement may have a point

  • A listed adjustment may already meet the need effectively.
  • The requested option can be refused if it is not reasonable in the circumstances.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • The barrier created by the ordinary process
  • The adjustment requested and why it would help
  • Relevant supporting information without disclosing more than necessary
  • The organisation’s response and any alternative offered

If they still refuse

Move the dispute forward.

  1. Describe the practical disadvantage and the adjustment needed rather than relying only on a diagnostic label.
  2. Ask the organisation to explain any refusal and what alternative it considered.
  3. Use the relevant complaint, ombudsman, regulator or legal route while preserving applicable limitation periods.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Reasonable adjustmentsRead the full guide.Making a strong complaintRead the full guide.Telecom vulnerable customersRead the full guide.

Official sources

Check the rules behind this statement.

Equality Act 2010, section 20legislation.gov.uk · checked 19 Sep 2026Equality Act 2010, section 29legislation.gov.uk · checked 19 Sep 2026