Understanding Discrimination in Services
Discrimination in services happens when you are treated unfairly or less favourably because of certain personal characteristics while using everyday services. In the UK, it is against the law for service providers – such as shops, restaurants, banks, hotels, public transport companies, and leisure centres – to discriminate against you based on protected characteristics under the Equality Act 2010.
What does discrimination in services mean in practice?
It means that businesses and organisations must not refuse you access, offer you a lower standard of service, or treat you badly because of who you are. For example, a café cannot refuse to serve you because of your religion, or a taxi driver cannot charge you extra because you use a wheelchair.
Which services are covered?
The law covers a wide range of services, including:
Shops and supermarkets
Restaurants, cafés, and pubs
Public transport (buses, trains, taxis)
Leisure facilities (gyms, cinemas, swimming pools)
Banks and insurance companies
Healthcare and social care services
Local council services
Essentially, any organisation that provides goods, facilities, or services to the public must follow anti-discrimination laws.
What are the common grounds for discrimination?
The Equality Act 2010 protects you from discrimination based on certain characteristics, known as ‘protected characteristics’. These include:
Race (including colour, nationality, and ethnic or national origin)
Sex and gender
Disability
Age
Sexual orientation
Religion or belief
Gender reassignment
Pregnancy and maternity
Marriage and civil partnership (in some situations)
Why is it important to know your rights?
Understanding your rights means you can recognise when you have been treated unfairly and take steps to challenge it. Discrimination can have a serious impact on your dignity, confidence, and access to essential services. Knowing the law helps you stand up for yourself and others, and can lead to changes that benefit everyone.
If you want to learn more about how these protections apply to you as a consumer, see our guide on discrimination and consumer rights. This will help you understand your options if you believe you have faced discrimination when using services in the UK.
Legal Protections Against Discrimination in Services
The Equality Act 2010 is the main law protecting people from discrimination when accessing goods and services in the UK. This legislation makes it unlawful for service providers – such as shops, restaurants, banks, healthcare providers, and public transport operators – to treat you unfairly because of certain protected characteristics. These include age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
What Types of Discrimination Are Prohibited?
The Equality Act 2010 covers several forms of discrimination that can occur when you use services. These include:
Direct discrimination: When you are treated less favourably than someone else because of a protected characteristic.
Indirect discrimination: When a policy or practice that applies to everyone puts people with a particular protected characteristic at a disadvantage.
Harassment: Unwanted behaviour related to a protected characteristic that makes you feel intimidated, degraded, or offended.
Victimisation: When you are treated badly because you have made a complaint about discrimination or supported someone else’s complaint.
For a more detailed explanation of these types, including practical examples, you can visit the Acas guide on direct, indirect, harassment, and victimisation.
Who Is Protected and Who Must Comply?
The Equality Act 2010 protects anyone accessing services in the UK, whether you are a customer, client, or member of the public. The law applies regardless of your nationality or residence status.
Service providers must comply with the Act. This includes businesses, local authorities, voluntary organisations, and anyone offering goods, facilities, or services to the public. Even private clubs and associations may have legal duties under the Act if they provide services to non-members.
How Does the Law Apply to Different Services?
Legal protection applies to a wide range of services, such as:
Retail shops and online stores
Restaurants, cafes, and pubs
Healthcare services like GPs, dentists, and hospitals
Financial services including banks and insurance companies
Public transport (buses, trains, taxis, etc.)
Leisure facilities and entertainment venues
Local council services, such as libraries and sports centres
No matter where you are accessing a service, the provider must not discriminate against you because of a protected characteristic. For example, a restaurant cannot refuse to serve you because of your race or religion, and a shop must make reasonable adjustments for disabled customers.
To learn more about how these legal protections work in everyday situations, see our guide on consumer rights and the Equality Act 2010.
Understanding your rights under the Equality Act 2010 is the first step in challenging unfair treatment and ensuring equal access to services for everyone. If you believe you have experienced discrimination, it’s important to know that the law is there to support you.
Common Types of Discrimination in Services
Discrimination in services can take many forms. The Equality Act 2010 protects people from unfair treatment when accessing goods, facilities, and services in the UK. This includes shops, restaurants, banks, hotels, public transport, healthcare, and more. Below are some of the most common types of discrimination you might encounter, with examples and practical guidance on your rights.
Race and Ethnicity Discrimination
Service providers must not treat you unfairly because of your race, colour, nationality, or ethnic or national origins. For example, a restaurant refusing to serve someone because of their ethnicity, or a shop following a customer around due to racial profiling, are both forms of unlawful discrimination. The law covers both direct discrimination (such as refusing service) and indirect discrimination (like applying a rule that disadvantages people of a certain race).
Gender and Pregnancy-Related Discrimination
You are protected from discrimination based on your sex or because you are pregnant or have recently given birth. For instance, a gym refusing membership to pregnant women, or a bar charging different entry fees for men and women, could be acting unlawfully. Service providers must not deny access or treat you less favourably due to pregnancy or maternity. For more information on your rights in these situations, see our guide on pregnancy discrimination and consumer rights.
Disability Discrimination and Reasonable Adjustments
If you are disabled, the law requires service providers to make reasonable adjustments so you can access their services. This could mean providing ramps for wheelchair users, offering information in accessible formats, or allowing assistance dogs. Failing to make these adjustments, or treating you unfairly because of your disability, is unlawful. To better understand your entitlements, visit our page on disability and consumer rights.
Age Discrimination
Age discrimination in services is also unlawful in most cases. This means, for example, that a bank cannot refuse to open an account for you simply because of your age, and a shop cannot deny discounts or offers based on whether you are over or under a certain age – unless there is a valid legal exemption (such as age restrictions on alcohol sales). The Equality Act 2010 ensures that people of all ages are treated fairly when accessing services.
Other Protected Characteristics
The Equality Act 2010 also protects against discrimination based on other characteristics, including religion or belief, sexual orientation, gender reassignment, and marriage or civil partnership status. For example, a hotel cannot refuse a booking because you are in a same-sex relationship, and a taxi service cannot deny you a ride because of your religious dress. If you believe you have experienced discrimination for any of these reasons, you have the right to challenge it.
Understanding these common types of discrimination can help you recognise when your rights may have been breached. If you have faced unfair treatment, there are steps you can take to challenge it and seek support.
Discrimination in Specific Service Settings
Discrimination in Specific Service Settings
Discrimination can take many forms when you use services in the UK. The law protects you from unfair treatment in a wide range of everyday situations, including in shops, restaurants, public transport, and other service settings. Here’s how discrimination might appear in different places, and what your rights are under the Equality Act 2010.
Retail and Shops
In retail environments, discrimination may happen if a shop refuses to serve you, offers you a lower standard of service, or treats you unfairly because of a protected characteristic such as your race, disability, gender, religion, or sexual orientation. For example, a shop assistant might ignore a customer due to their ethnicity, or a store could refuse entry to someone with a guide dog. Such actions are unlawful under the Equality Act 2010. If you believe you have experienced this kind of unfair treatment, find out how to fight retail discrimination and what steps you can take.
Restaurants and Hospitality Services
Discrimination in restaurants, cafes, hotels, and other hospitality venues can include being refused a table, offered a less desirable seat, or given slower service because of a protected characteristic. For instance, a restaurant cannot turn away a booking because of someone’s religion or refuse to cater for a disabled guest’s needs. All customers must be treated fairly and equally. If you feel you’ve been treated differently or denied access to facilities in a hospitality setting, you may have grounds to challenge this under the law.
Public Transport and Travel Services
Using public transport – such as buses, trains, taxis, or planes – should be accessible to everyone. It is unlawful for transport providers to refuse service, provide inadequate assistance, or charge more because of a protected characteristic. For example, failing to provide reasonable adjustments for disabled passengers, or refusing to allow a wheelchair user to board, is against the law. If you are disabled or care for someone who is, you may also be entitled to help with transport costs, which can make travel more affordable and accessible.
Other Public and Private Service Settings
Discrimination can also occur in other settings where services are provided to the public, such as banks, gyms, leisure centres, healthcare providers, and local councils. Examples include being denied membership at a gym due to age, or a bank refusing to provide services to someone because of their gender identity. The Equality Act 2010 requires all service providers – public and private – to treat people fairly and make reasonable adjustments where necessary, especially for disabled people.
What Should You Do If You Experience Discrimination?
If you believe you’ve been discriminated against in any service setting, it’s important to know your rights and the steps you can take. Keep a record of what happened, ask for an explanation from the service provider, and consider making a formal complaint. You may also wish to seek legal advice or contact relevant organisations for support.
Understanding how discrimination can occur in different service settings helps you recognise your rights and take action if you are treated unfairly. For more detailed guidance on specific situations, explore our resources on retail and transport discrimination.
How to Challenge Discrimination in Services
If you believe you have been treated unfairly or discriminated against when using a service – such as in a shop, restaurant, bank, hotel, or on public transport – you have rights under the Equality Act 2010. Here’s a step-by-step guide on how to challenge discrimination, gather evidence, and seek a resolution.
1. Recognise Discrimination
First, identify whether what happened to you counts as discrimination under the Equality Act 2010. Discrimination can include being refused service, treated unfairly, harassed, or victimised because of a protected characteristic such as age, disability, gender reassignment, race, religion or belief, sex, or sexual orientation.
Example:
If a restaurant refuses to serve you because of your race or a shop offers a lower standard of service due to your disability, this may be unlawful discrimination.
2. Collect Evidence
Gather as much evidence as possible to support your case. Good evidence makes your complaint stronger and can help if you need to take your case further.
What to collect:
Written records: Make a note of what happened, including dates, times, locations, and names or descriptions of those involved.
Correspondence: Keep any emails, letters, or messages exchanged with the service provider.
Witness details: Ask anyone who saw what happened if they are willing to provide a statement.
Receipts or tickets: Keep any documents showing you were using the service at the time.
Photographs or recordings: If appropriate and lawful, take photos or record audio (be aware of privacy laws).
3. Raise the Issue with the Service Provider
Before taking formal action, try to resolve the issue directly with the service provider or manager. This is often the quickest way to get a result.
How to complain:
Speak to a manager: Explain clearly what happened, why you believe it was discrimination, and how you would like it resolved.
Follow their complaints procedure: Most businesses have a formal complaints process. Ask for details if you’re unsure.
Put your complaint in writing: Send an email or letter outlining the incident and attaching any evidence you have.
Tip:
Be polite and factual. Clearly state which protected characteristic you believe was the reason for the discrimination.
4. Consider Alternative Dispute Resolution (ADR)
If you are not satisfied with the response, you can try alternative dispute resolution. ADR methods, such as mediation, involve an independent person helping you and the service provider reach an agreement without going to court.
Benefits of ADR:
Often quicker and less stressful than legal action.
Can help preserve relationships and lead to practical solutions.
May be required before taking some cases to court.
Check if the service provider is a member of an ombudsman scheme or offers mediation services.
5. Taking Legal Action
If the issue is not resolved through complaints or ADR, you may be able to take legal action under the Equality Act 2010.
Making a Claim
You can make a claim in the County Court (in England and Wales) or Sheriff Court (in Scotland) if you believe your rights have been breached.
Key points:
There are strict time limits: usually you must start your claim within six months less one day from the date of the discrimination.
You do not need a lawyer, but legal advice can help you prepare your case.
The court can order the service provider to pay compensation, apologise, or change their practices.
What to include in your claim:
Details of the incident(s) and why you believe it was discrimination.
Evidence you have gathered.
The outcome you are seeking (e.g. compensation, apology, policy change).
6. Keep Records Throughout
Keep copies of all correspondence, notes of conversations, and any responses from the service provider or mediator. This will be important if your case goes further.
Frequently Asked Questions
Do I need to prove intent to discriminate?
No. It is enough to show that you were treated less favourably because of a protected characteristic, regardless of whether the service provider intended to discriminate.
Can I get help with legal costs?
You may be eligible for free legal advice or support from charities, especially if you are on a low income or have a disability.
What if I am victimised for complaining?
The Equality Act 2010 also protects you from victimisation – being treated badly because you made or supported a complaint about discrimination.
Challenging discrimination in services can feel daunting, but the law is there to protect you. Taking clear steps, gathering evidence, and knowing your rights can help you achieve a fair outcome.
Getting Help and Support
If you believe you have experienced discrimination while using services in the UK – such as in shops, restaurants, hotels, or public transport – there are several sources of help and support available to guide you through your next steps.
Where to Get Advice and Support
A good first step is to seek free, confidential advice from organisations with experience in discrimination cases. Citizens Advice can offer guidance on your rights under the Equality Act 2010, help you understand whether what you’ve experienced counts as unlawful discrimination, and explain your options for resolving the issue. They can also assist with practical steps, such as how to raise a complaint or gather evidence.
Specialist equality organisations also offer support, especially for people who may have faced discrimination due to a protected characteristic like disability, race, religion, or sexual orientation. These organisations can provide tailored advice, advocacy, and sometimes legal assistance.
Contacting the Equality Advisory and Support Service (EASS)
If you need further help, you can contact the Equality Advisory and Support Service (EASS). EASS is a government-funded helpline that provides expert advice and information on discrimination and human rights issues in England, Scotland, and Wales. They can help you understand your rights, clarify whether discrimination has occurred, and explain how to take action – whether that means making a complaint, seeking mediation, or considering legal proceedings.
EASS can also support you in communicating with service providers, writing formal complaints, or finding local support organisations. Their advisors are trained to assist with a wide range of discrimination issues, including those relating to disability access, racial equality, and more.
Support for Disabled People and Carers
Disabled people are specifically protected under the Equality Act 2010, which requires service providers to make “reasonable adjustments” to ensure equal access. If you are disabled and have been refused a service, or have found it difficult to access a building, information, or assistance, you have the right to request changes or support from the provider.
Carers also have important rights. If you care for someone who is disabled, elderly, or ill, you should not face discrimination when accessing services on their behalf. In some cases, you may be eligible for financial support, such as carers’ allowance, which can help with the costs of providing care. Knowing your rights as a carer can help you challenge unfair treatment and ensure you and the person you care for receive fair access to services.
Carers’ Allowance and Access to Services
Receiving carers’ allowance does not affect your right to access services without discrimination. Service providers must not treat you unfairly because of your caring responsibilities, and you are protected from discrimination by association with a disabled person. If you believe you have been treated unfairly as a carer, you can seek advice and support as described above.
Additional Resources for Public Authority Discrimination
If your issue involves a public authority – such as a local council, police, NHS, or government department – there are specific rules and procedures for challenging discrimination. Public authorities have a legal duty to promote equality and prevent discrimination under the Public Sector Equality Duty. If you need more information on how to fight discrimination by UK public authorities, you can explore dedicated guidance to help you understand your rights and the steps you can take.
No matter your situation, you do not have to face discrimination alone. Support and advice are available to help you understand your rights, challenge unfair treatment, and secure fair access to the services you need.
Related Topics and Further Reading
Understanding your rights when facing discrimination in services is just one part of ensuring fair treatment as a consumer in the UK. To gain a fuller picture and better protect yourself, it’s helpful to explore related topics that cover specific areas of discrimination and the legal frameworks in place.
If you want to learn how the law protects you from discrimination because of pregnancy or maternity when using services, visit our section on Pregnancy Discrimination and Consumer Rights. This provides practical advice and real-world examples of how the Equality Act 2010 applies in these circumstances.
For those seeking information about rights and reasonable adjustments when living with a disability, our guide on Disability and Consumer Rights offers detailed explanations of what service providers must do to accommodate your needs under UK law.
If your experience of discrimination involves a public authority, such as a local council, government department, or police, you may find it useful to read Fight Discrimination by UK Public Authorities. This section explains your rights and the steps you can take to challenge unfair treatment by official bodies.
To understand the broader legal context, including how the Equality Act 2010 protects consumers from unfair treatment based on protected characteristics, see Consumer Rights and the Equality Act 2010. This resource breaks down the key provisions of the Act and what they mean for you in everyday situations.
If your concerns are specifically about unfair treatment in shops or by retailers, our page on Fight Retail Discrimination provides targeted advice and examples to help you recognise and challenge discrimination in retail settings.
By exploring these related topics, you can build a stronger understanding of your rights and the protections available under UK law. Staying informed is the best way to stand up to discrimination, seek fair treatment, and ensure your consumer rights are respected wherever you go.
