They said this… · Accessibility & adjustments

“You did not disclose the disability at the start, so it is too late to request an adjustment.”

Generally incorrect

A person can request an adjustment when the need arises or becomes known. Earlier non-disclosure does not automatically remove the duty from that point onward.

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Why this answer

What actually matters

  • State when the organisation became aware.
  • Explain the present disadvantage.
  • Request changes prospectively and any fair remedy for avoidable harm.
  • Keep proof of notification.

Important nuance

When the statement may have a point

  • Knowledge can affect responsibility for earlier events.
  • An organisation cannot act on needs it could not reasonably have known.

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