Why this answer
What actually matters
- Identify the inaccessible task or feature.
- Request a specific assisted or alternative route.
- Record failed accessibility tools and error screens.
- Ask whether an authorised representative can help.
Important nuance
When the statement may have a point
- An alternative need not replicate every channel offered elsewhere.
- The organisation may propose an effective digital adjustment rather than an offline service.
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