Why this answer
What actually matters
- Describe the barrier created by the standard process.
- Ask for a specific workable adjustment.
- Explain why it would be effective.
- Invite alternatives if the exact request is not reasonable.
Important nuance
When the statement may have a point
- The duty is to take reasonable steps, not grant every preferred arrangement.
- Effectiveness, practicality, cost and resources can be relevant.
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.
- Describe the practical disadvantage and the adjustment needed rather than relying only on a diagnostic label.
- Ask the organisation to explain any refusal and what alternative it considered.
- Use the relevant complaint, ombudsman, regulator or legal route while preserving applicable limitation periods.
Read the full rules
Go deeper before escalating.
Official sources