To think this is a serious error and the resolution doesn’t really cut it

[Myinterestingnewpath]

Visited a well known chain restaurant, early in the week so it wasn’t busy, only about six tables tables taken. I was with my daughter, asked if I could have a table instead of a booth, as I have an assistance dog. My dog is a small/medium size, and was wearing his harness. I got asked if he was a guide dog, I said no an assistance dog. He then asked what that meant. I explained that the dog helps me with tasks that help me live my daily life. He then asked what exactly that meant. So I explained I have neurological damage after breaking my neck, and I can’t feel my fingers so drop things and the dog retrieves them. I also explained I have balance issues, so bending down without falling over is a problem. I then got asked if it was a guide dog again. I said no. He then said you can’t come in because it’s not a guide dog and you’re not blind!! I am not a confrontational person so I just said ok, we’ll just go the restaurant next door, (which is owned by the same group) as they always welcome me. The next day I rang head office and they admitted that what he did is unlawful, and they would do some staff training. Turning away a disabled person because of their equipment is a serious issue. Dogs are classed as auxiliary aids same as wheelchairs. I have been offered £20, I think they’ve got off lightly. What do mumsnetters think?

YABU-restaurants can choose who dines
YANBU-it’s discrimination

The £20 does seem low, as to use it, you will presumably have to spend more of your own money, to make up the cost of a meal?

Would have been more fitting to offer the cost of a meal for the both of you, to make up for the opportunity they wrongly denied you.

That’s irrelevant.

Just astounded that assistance dogs aren’t known of. You shouldn’t have to explain your medical issues in a restaurant, that’s the part that would have upset me more than anything else.

I agree that you should have stated what you expected as a resolution. The company just wants you to go away basically, they hate complaints. I would be interested to know what the ‘training’ package will be? Probably “can you remember this customer you turned away with an assistance dog? As they have complained! Don’t do it again.” I would have asked to see their policy on guide/assistance dogs.

You were lucky there was a table next door or it would have ruined your evening.

I was going to suggest I'd expect monetary compensation to cover your travel to and from the venue and your food.

Many moons ago I was in chain pub and something fell off the ceiling onto my head. I missed work the next day. Was 19 so missed £28 worth of wages. Tbf they did compensate me £30 for loss of wages. But tired to give it as vouchers for the venue! They did change for cash though when we argued vouchers didn't cover what wages would pay.

They were wrong, they have apologised, they have told you how they intend to stop this happening again, and they sent you a small token to say ‘sorry’.

You were right to complain, their refusal to allow your dog was discriminatory but Personally I wouldn’t start haggling over the value of the voucher.

Does your dog have Assistance Dogs UK identification paperwork?

I think it's a bit problematic that there isn't a unified system for identifying properly trained assistance dogs. The ADUK system exists but isn't enshrined in law which means effectively that any dog owner could theoretically identify their dog as an assistance dog and the only barrier is the confidence level of the dog owner.

Not that I am doubting you OP, but I can see that service providers who previously had a "no dogs except guide dogs" policy have a difficult time wording a new policy when it becomes effectively "no dogs unless you want to bring your dog in, because there's no way to prove or distinguish any legitimate reason why any dog should be an exception"

It’s not an insultingly low gesture but if you’re not happy go back to them and tell them that. Make sure you’re clear about what you would find an acceptable amount.

The focus on training staff to understand assistance animals is the important bit though really isn’t it?

It's discrimination and they need to do training. Continuing to complain to get an extra £15 to cover a full meal cost seems pointless to me, but if you want to do that then you could have sent the email by now. It's an entirely unrelated goodwill sum, so they probably can't guess what number was in your head when you complained. Out of interest, why is it you think a full meal cost is the right amount, rather than the £20 they offered or a larger sum like £1000?

I actually think this is not a straightforward issue. I worked in an eye hospital where certified guide dogs were obviously welcome. Other patients would then try to bring "assistance dogs" to clinics, and their behaviour caused problems (growling, snarling, peeing), so we began to ask for evidence of training and certification.

Most of those dogs had no certification. They had not been received any training or testing, let alone the very extensive training and selection guide dogs receive before being certified. Their owners found their presence helpful and the dogs may fetch things for their owners, so the owners out an "assistance dog" coat on them and tried to bring them into spaces where dogs are not permitted. Unfortunately I think this is why businesses are not welcoming all "assistance dogs", and why it is important to bring proof of certification.

Do you have a registration book from AD UK, or is your dog home trained? The book lists the law.

As others have said, what is it that you want? They've admitted fault and are going to correct it, they've offered a gesture as an apology and an actual verbal apology.
Other than increasing the value of the gesture (maybe not wholly unreasonable) what else would you like to happen?
So many people say that they just want to know it won't happen in the future to someone else, but unfortunately what they really want is a bit of revenge. You won't be aware if they train, discipline the people involved or even sack them, so other than publicly shaming him for what appears to be a genuine mistake/lack of training, I don't see what else you could get.

Is your dog officially an assistance dog or just a well trained pet ?
Because without sounding bad anyone can buy an harness and claim it's an assistance dog.

If you want a comped meal for 2 then tell them that.

Presumably you’re not out of pocket though, as you were already expecting to pay for a meal, weren’t you?

Are assistance dogs official in any way? Do they wear anything? How can you tell an assistance dog from a regular dog?
i think it is on the owner to make sure their dog is clearly identified in an official way rather than the poor Restuarant worker who is trying to do his job.

I wonder if they have had other people in the past trying it on and wanting to take their dog into the restaurant and claiming to be an assistance dog.
Your experience is still not right though and the offer of training was good but I would expect an apology. And better compensation that might actually cover 2 main meals and drinks.

Is your dog an official assistance dog? It's not clear from you OP. I'd have asked to speak to the manager-why didn't you do that?

To be honest, I had no idea an assistance dog was a thing until this thread! As I started reading it I assumed it was the same as an emotional support dog that people often use in the US for anxiety, etc and was raising my eyebrow, until OP went into detail about why she needs it. So there does definitely need to be more awareness of it.

This is definitely an area where the law could do with tidied up. As others have said many problems have been caused by people just saying their dog (or other assorted animal) is an assistance dog. The animal has no training and causes problems. Airlines have I know tightened up on this.

Damages for injury to feelings for a one-off act of disability discrimination would normally be several hundred pounds. In that context, this offer is pretty pathetic.

I’d be glad the Head Office took this onboard so quickly and will do staff training. This is the result I’d want.

Re:compensation I feel this is quite another matter between you and the restaurant. What’s reasonable is between you and them: would a free coffee compensate you? A free meal? What about a meal a week for the rest of your life? This is entirely subjective and in my mind I wouldn’t care too much either way but everyone is different.

I think restaurants are in a difficult spot because owners say they’re under pressure to allow family pets, who are said to be untrained “support” dogs. It is hard to know where to draw the line and many people don’t want dogs in restaurants.

I didn’t know there was such anything as an assistance dog. A quick Google search has told me!
https://www.abilityshetland.com/site/assets/files/1377/assistance_dog_public_awareness_-_detailed.pdf
OP, maybe it would be an idea to have something like the leaflet above available if you’re challenged? Although the onus shouldn’t be on you to point out the law to staff in public places! Also, YABU to have not posted a picture of your lovely dog 😂

🖕This

Hopefully the law will be updated soon.

I think the issue is that people don't know about assistant dogs/pets and assume they are like pets, and not official type animals

There is a thread here where a SDs mother has bought a puppy (11 weeks old) and is calling it a service animal as it calms her dd (I think) but as its so young it cannot have been trained

Is there any official way of identifying actual service animals in the same way as guide dogs?

What do you actually want OP? They’ve apologised and said they’ll sort it. Do you want to sue them? You haven’t even named the chain so do you want to shame them, a public apology? More of a discount? I’m not trying to be shitty I just don’t get what you want out of this.

Just to be clear, I will accept the £20 pounds. In my other life I was an area manager and I would’ve dealt with this by offering a free meal for two (not including alcoholic drinks) and perhaps 10% off a subsequent visit. We liked to keep customers happy. Head office did express their thanks for not persuing legal action and for not going to the press. I have no intention to do either. Maybe times have changed, but customer satisfaction was high on the list, this resolution seems so so. This post is not about what I want or expect, I just want to know what others think.