They said this… · Accessibility & adjustments

“We need a formal diagnosis before considering any reasonable adjustment.”

Generally incorrect

A diagnostic label is not always necessary. The legal focus is often the impairment, its substantial and long-term effect, the disadvantage and what the organisation knew or should have known.

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Why this answer

What actually matters

  • Give proportionate information about functional impact.
  • Explain how the requested step removes the barrier.
  • Ask why more medical evidence is necessary.
  • Avoid disclosing unrelated health detail.

Important nuance

When the statement may have a point

  • Evidence can reasonably be requested where disability or need is unclear.
  • Some temporary conditions may not meet the statutory definition.

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