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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Assistance Dogs and the Law

36 replies

SweetHydrangea · 23/07/2025 21:01

Looking for people with experience/knowledge in this area (rather than just opinions) as I know this can be a touchy subject for people.

There’s a lady who lives locally that goes around the local town centre harassing businesses (both independent and larger chains like Boots/Superdrug) as they have declined her dog entry to their premises.

She was well known in the community for taking her poorly trained pet dog everywhere with her and businesses had to start asking her to leave as it would cock it’s leg, poo on the floor, jump up at tables when people were eating, bark at anything moving. She used to claim it was a emotional support animal.

Now she’s realised that ESA have no legal rights in the UK she’s gone online and bought a ‘Assistance Dog’ harness and is now claiming discrimination and generally making peoples lives miserable by constantly posting on Facebook pages about the awful staff and businesses not allowing her entry, and threatening to take them to court. I’m not a business owner myself or even a shop worker but I know a few people that are and they have all said she is making their lives a misery, particularly the younger members of staff who she seems to really kick up a fuss around - most likely because of their age.

The dog is not a genuine an assistance dog, it’s a pet she’s trying to take around with her.

So I’m just interested in what the actual law is in regards to Assistance dogs? I understand there is no official certification for them and she doesn’t have to provide documents for it, but can businesses refuse her entry when they know the dog is her pet, regardless of what she claims? How can you actually prove it’s an assistance dog and not a pet? It’s seems a really grey area.

OP posts:
WingsofRain · 23/07/2025 23:41

TheOccupier · 23/07/2025 22:44

If you're registered disabled and rely on your dog then you would be protected by the Equality Act, in the same way as you would be if a shop said that it couldn't accommodate a wheelchair. But "emotional support dogs" for non-disabled people are just... dogs.

Can you explain how you become “registered disabled” please?

As far as I’m aware that hasn’t been a thing since the early nineties.

SweetHydrangea · 24/07/2025 03:22

ShesTheAlbatross · 23/07/2025 21:59

Wetherspoons really have no right to be asking that.

It’s literally on their website though. Surely if they weren’t allowed to do it, they would have been taken to court by now? They must have access to a very good legal team considering the size of the company so I can’t imagine they would be doing something and advertising it on their website if it was breaking the law? I may be wrong though.

OP posts:
SweetHydrangea · 24/07/2025 03:29

Wolfiefan · 23/07/2025 22:46

How can someone prove they “rely on” their dog though? So many people just sticking assistance dogs labels on completely untrained dogs and expecting access whenever they please.

This is my question exactly. I just don’t see how there can be such a grey area in the law that it’s basically allowed and there’s nothing a business owner can do about it.

To me it’s like having a blue badge, if you don’t have to prove you are disabled in law, why do you have to display a blue badge when parking? How can they issue fines to someone not displaying a blue badge if you don’t have to actually prove you are disabled because people like this lady could quite easily park in a space and claim she needs it for access purposes etc.

OP posts:
SweetHydrangea · 24/07/2025 03:33

FloofyBird · 23/07/2025 23:26

Either I know the exact situation you're talking about or there's potentially two of these people!

Edited to add i've seen the pub chain mentioned, it's definitely the same person.

if she actually took anyone to court I assume she'd have to prove her dog is an AD (on a balance of probabilities). I'd suggest business owners keep a log of whats happening when and her dog are on the premises if she's causing issues. CCTV could be helpful if the dog isn't well trained.

Edited

I think it must be a different person we are talking about as we don’t have one locally. I just googled about assistance dogs before coming on here and I saw a news article about a Wetherspoons pub refusing entry which is where I got it from.

She might travel to nearby towns and behave the same though I guess!

OP posts:
Mumofoneandone · 24/07/2025 04:09

SweetHydrangea · 24/07/2025 03:29

This is my question exactly. I just don’t see how there can be such a grey area in the law that it’s basically allowed and there’s nothing a business owner can do about it.

To me it’s like having a blue badge, if you don’t have to prove you are disabled in law, why do you have to display a blue badge when parking? How can they issue fines to someone not displaying a blue badge if you don’t have to actually prove you are disabled because people like this lady could quite easily park in a space and claim she needs it for access purposes etc.

Nothing like a blue badge - you have to prove your disability to the assessors in order to be awarded one. It's not easy or straightforward. Parking in a disabled bay without one can, rightly, lead to a fine.
The shops need to ban her from the shops for harassment, potential criminal damage etc .... The facts need to be presented in such a way that they demonstrate that her dog clearly doesn't meet the requirements for a service dog.

WiddlinDiddlin · 24/07/2025 04:18

It is really difficult to go after people breaking EA law like Wetherspoons, as a solo person anyway. Many many places are breaking EA access laws in a variety of ways, but the police aren't interested and where do you go from there, bring about a private law suite - who has the cash for that, not me!

Back to assistance dogs.

To limit them to just those who can afford a professionally bred and trained dog or a charity supplied dog would rule out the vast majority of people needing an assistance dog.

So owner trained has to be acceptable.

To require them to be registered or wear equipment, would again put extra costs and hoops in place for someone already at a disadvantage to jump through - it would limit who could have an assistance dog.

It is strongly recommended by anyone who supports owner training (like me, an independent trainer) that dogs do wear jackets/harnesses that identify them as an assistance dog. I think its good practice, however there may be times you're out with your dog for a walk and you didn't take their kit with them and then you do need to use their skills... it shouldn't be mandatory.

I ask my clients that their dog be clean and tidy, well behaved in public, under their control at all times (And if their disability means this may not be possible, their dog needs to be tethered to them, and must 100% allow others to touch them, touch the dog, and lead the dog away if necessary. No 'protecting' the unconcious person from strangers, that is a sure fire route to not getting paramedic treatment if you need it, and potentially losing the dog their life!)...

When I have clients who are planning a puppy to be an assistance dog, I ask they VERY carefully consider the breed and the tasks they want that dog to do, and where they want them to task.

So if they would like a St Bernard, but they want it to work outside of the home, say, on public transport, I recommend they stick to that being a pet dog and get a more suitable breed (for one thing by the time a St Bernard is old enough to work it only has a couple of years of working life left!)...

Back when I did more in person training, all the stores/venues we worked with, I had a meeting with management and made them aware that they COULD ask teams to leave if the dog were filthy, dripping wet or covered in mud/shit etc (not merely hairy or panting), or out of control. We went through what that might look like because some tasks may look like a dog out of control - eg:

  • wilful disobedience to handler, leading them out of the store or making them sit down for example.
  • dog barking at the handler
  • dog putting paws in the handlers lap

There are times when an assistance dog needs to be disobedient - eg, handler asks the dog to walk with them across the road, but the dog knows the handler is about to faint or seize. Owner ignores an indication that they need to sit down or take medication so the dog insists vocally or physically.

At no point should the assistance dog bark at or make contact with a member of the public. If a handler should pass out or sieze, the dog should sit quietly with the handler, may do deep pressure therapy (climb on and squash their handler) but they should NOT seek out strangers, bark at strangers, prevent people from aiding the handler.

Unfortunately as with pretty much every accessiblity concession to the disabled or reasonable accomodation, there are people who will take the fucking piss.

ShesTheAlbatross · 24/07/2025 07:22

SweetHydrangea · 24/07/2025 03:29

This is my question exactly. I just don’t see how there can be such a grey area in the law that it’s basically allowed and there’s nothing a business owner can do about it.

To me it’s like having a blue badge, if you don’t have to prove you are disabled in law, why do you have to display a blue badge when parking? How can they issue fines to someone not displaying a blue badge if you don’t have to actually prove you are disabled because people like this lady could quite easily park in a space and claim she needs it for access purposes etc.

Disabled spaces are provided but are naturally limited (it’s not physically possible to have unlimited spaces close to a shop for example). So a system to prevent their use by people who don’t need them protects those who do. It’s about ensuring a limited resource is only used by people who legitimately need it. With dogs, you don’t have that issue.

ShesTheAlbatross · 24/07/2025 07:39

SweetHydrangea · 24/07/2025 03:22

It’s literally on their website though. Surely if they weren’t allowed to do it, they would have been taken to court by now? They must have access to a very good legal team considering the size of the company so I can’t imagine they would be doing something and advertising it on their website if it was breaking the law? I may be wrong though.

A genuine assistance dog is not required to have been trained by any specific organisation(s). The only requirement is that it is trained to help with specific tasks related to the person’s disability. Wetherspoons are wrong. But they are probably counting on the fact that most genuine assistance dogs are trained by an ADUK member company. And have made the calculation that they will therefore only be refusing entry to a few genuine dogs, and most people don’t sue.
I imagine they had a lot of badly trained dogs with owners claiming that they were assistance dogs and they’ve weighed up the benefits of banning those vs the small chance of being sued.

AnSolas · 24/07/2025 09:21

SweetHydrangea · 24/07/2025 03:29

This is my question exactly. I just don’t see how there can be such a grey area in the law that it’s basically allowed and there’s nothing a business owner can do about it.

To me it’s like having a blue badge, if you don’t have to prove you are disabled in law, why do you have to display a blue badge when parking? How can they issue fines to someone not displaying a blue badge if you don’t have to actually prove you are disabled because people like this lady could quite easily park in a space and claim she needs it for access purposes etc.

Because the blue badge space occupant has to prepaid by the display of a blue badge for a space which is reserved and has a limited method of payment ie by having to prepay for its use by buying a blue badge. So the LA can pass a law to regulate parking (as in where you can and can not park) and you can prepay via a special process or use the other payment methods.

How you get the blue badge is not relevant to the LAs local parking laws.

Most people will not bring a dog everywhere and respect a no dog allowed sign even then once the dog is not a problem for the occupier and other users staff will not engage because they dont get paid enough to do security.

This womans dog can be removed/refused access as it is not reasonable to expect others to have to put up with an out of control dog.

BeltaLodaLife · 24/07/2025 09:40

They need to get around it by banning her for her behaviour towards staff. Dog or no dog, she is banned from their shops for her abusive behaviour. Being disabled doesn’t give anyone the right to be abusive so they can ban her and it’s nothing to do with disability, and nothing to do with discrimination.
But dogs can be ejected for poor behaviour so I’d just hold firm that her dog is banned due to fouling on the floor. Then if she says a word, she is banned for abusing staff. They need to all keep records of her behaviour every time and then eventually call the police if she won’t leave when asked.

sashh · 24/07/2025 10:24

Shops / pubs / restaurants have to make 'reasonable adjustments' so allowing an assistance dog in is that adjustment.

But if the dog isn't behaving then yes they can tell you to leave.

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