Introduction to Discrimination and Consumer Rights
Discrimination in consumer rights refers to being treated unfairly or less favourably when buying goods or services because of personal characteristics such as age, race, gender, disability, or pregnancy. In the UK, everyone has the right to fair treatment when shopping, using services, or accessing public facilities. This principle is not only about respect – it’s protected by law.
The main legal safeguard is the Equality Act 2010, which makes it unlawful for businesses and service providers to discriminate against you on certain protected grounds. This means shops, restaurants, banks, and other service providers must treat all customers equally, regardless of who they are.
If you want to understand exactly how the law works to protect you, visit our dedicated page on Consumer Rights and the Equality Act 2010. There, you’ll find detailed guidance on the protections in place and what to do if you experience discrimination.
For a broader overview of your consumer rights, you can also explore our main consumer rights section.
Understanding Your Rights Under the Equality Act 2010
The Equality Act 2010 is the main law in the UK that protects people from discrimination in everyday situations, including when buying goods or using services. This law makes it illegal for businesses to treat you unfairly because of certain personal traits, known as protected characteristics. These include age, race, sex, disability, pregnancy and maternity, among others.
Under the Equality Act, shops, restaurants, banks, and other service providers must not refuse service, charge you more, or offer a lower standard of service because of your protected characteristic. For example, it would be unlawful for a shop to refuse to serve someone because of their race, or for a hotel to deny a booking to a person with a disability.
To learn more about how the Equality Act 2010 protects your rights as a consumer, including detailed examples and what to do if you experience discrimination, visit our dedicated page on Consumer Rights and the Equality Act 2010.
Disability and Consumer Rights
If you are disabled, UK law offers you specific protections when buying goods or using services. Under the Equality Act 2010, businesses must not discriminate against disabled customers. They are legally required to make reasonable adjustments to remove barriers and ensure equal access – for example, by providing wheelchair ramps, offering information in accessible formats, or allowing assistance dogs.
Discrimination can happen in many ways, such as a shop refusing service because of a disability, failing to provide accessible facilities, or not making necessary changes to help you access their services. If you believe you have faced discrimination, you can raise the issue with the business, seek advice, or take further action.
To learn more about your rights as a disabled consumer, including practical examples and steps you can take if you experience unfair treatment, visit our dedicated page: Disability and Consumer Rights.
If you are interested in related support, you may also want to explore help with transport costs available for disabled people and carers in the UK.
Pregnancy Discrimination and Consumer Rights
Pregnant consumers in the UK are protected from discrimination under the Equality Act 2010. This means that shops, restaurants, service providers, and other businesses cannot treat you unfairly because you are pregnant or on maternity leave. Examples of pregnancy discrimination might include refusing you entry to a venue, denying you a service, or treating you less favourably than other customers because of your pregnancy.
If you believe you have experienced discrimination when buying goods or services, it’s important to know your rights and the steps you can take. For detailed guidance on what counts as pregnancy discrimination, how the law protects you, and what you can do if you have been treated unfairly, visit our dedicated page on Pregnancy Discrimination and Consumer Rights.
Fighting Discrimination in Consumer Services
Discrimination in consumer services happens when you are treated unfairly because of certain characteristics, such as your age, race, sex, disability, or pregnancy, while using services like hotels, banks, shops, or utilities. In the UK, the Equality Act 2010 protects you from this kind of treatment. Service providers must not refuse you service, offer you worse terms, or treat you differently because of these ‘protected characteristics’. For more details on what counts as unlawful discrimination, you can refer to official government guidance.
If you believe you have faced discrimination while using a service, it’s important to know your rights and the steps you can take. Keep a record of what happened, gather any evidence, and consider raising the issue with the service provider first. If the problem isn’t resolved, you may be able to make a formal complaint or take legal action.
For practical advice on what to do next, see our dedicated guide on how to Fight Discrimination in Services.
If your experience involves a public authority – such as the NHS, local councils, or government departments – there are specific steps you can take. Learn more about how to Fight Discrimination by UK Public Authorities.
Dealing with Retail Discrimination
Retail discrimination happens when a shop or retailer treats you unfairly because of personal characteristics like your age, race, gender, disability, or pregnancy. This could include being refused service, offered different terms, or treated less favourably than other customers. In the UK, the Equality Act 2010 protects you against this kind of discrimination when you’re buying goods or using services.
As a consumer, you have the right to fair treatment in all retail environments. Shops and retailers must not discriminate against you for reasons covered by law. If you believe you’ve been treated unfairly, it’s important to know your options and how to take action.
For a step-by-step guide on what to do if you face discrimination while shopping, visit our page on how to Fight Retail Discrimination. There, you’ll find practical advice and further information about your rights under the Equality Act.
To learn more about the laws and regulations that protect you as a consumer, you can also read about retail discrimination on the Which? Consumer Rights website.
What to Do If Your Consumer Rights Are Violated
If you believe your rights as a consumer have been violated because of discrimination – such as being treated unfairly due to your age, race, gender, disability, or pregnancy – there are clear steps you can take to protect yourself.
1. Gather Evidence
Start by collecting any evidence that supports your claim. This might include receipts, emails, written correspondence, or notes about what happened, including dates, times, and names of people involved. Keeping a detailed record will strengthen your case if you need to take further action.
2. Raise the Issue with the Business
Contact the business directly to explain your concerns. Clearly outline what happened and why you believe it was discriminatory. Putting your complaint in writing is often most effective. You can use letter templates for consumer law to help structure your complaint and make sure you include all the necessary information.
3. Escalate the Complaint if Needed
If the business does not resolve your complaint, you can consider alternative ways to settle the dispute. One option is to use alternative dispute resolution, which is a process that helps consumers and businesses resolve disagreements without going to court. This can include mediation or arbitration and is often quicker and less formal than legal action.
4. Taking Legal Action
If these steps don’t lead to a solution, you may be able to take your case to court under the Equality Act 2010, which protects consumers from discrimination by businesses providing goods or services.
For more detailed guidance, you can get more help with consumer issues or find out what to do if you need more help about a consumer issue. These resources offer further support and advice tailored to your situation.
Related Consumer Rights Topics to Explore
Understanding your rights as a consumer is key to ensuring fair treatment in all areas of daily life. Discrimination and unfair practices can arise in many situations – not just when buying goods or services in person. To help you get a complete picture of your protections under UK law, here are some related topics worth exploring:
Refunds and Compensation on Purchases: Learn when you’re entitled to a refund or compensation, especially if you’ve experienced discrimination or unfair treatment when making a purchase.
Phone, Internet & TV Service: Discover your rights when dealing with service providers, including protection from unfair contract terms and discriminatory practices.
Gas and Electric and Water: Find out how utility companies must treat all customers fairly under the Equality Act 2010 and other consumer protection laws.
Travel and Holidays – Cancellations and Compensation: Get guidance on your rights if your travel plans are cancelled or disrupted, including what to do if you feel you’ve been treated unfairly.
Insurance: Understand your rights when buying insurance and how to address unfair refusal or discriminatory terms.
Issues With Buying or Repairing a Car: See what protections are in place if you face problems or unfair treatment while purchasing or repairing a vehicle.
Problem with an App, Software or Download: Know your rights when digital products don’t work as expected or if you feel you’ve been treated unfairly by a provider.
Scams: Learn how to spot and protect yourself from scams, which often involve unfair or deceptive practices.
Nuisance Calls: Find out what to do if you receive unwanted calls, and how the law protects you from harassment and unfair treatment.
Parking Fines and Tickets: Get information on your rights regarding parking penalties, including what to do if you believe you’ve been treated unfairly.
Post and Mail: Understand your rights when sending or receiving goods by post, and how to address unfair or discriminatory treatment.
Vets and Pets: Explore your consumer rights when using veterinary or pet-related services.
Each of these areas is protected by consumer laws such as the Consumer Rights Act 2015 and the Equality Act 2010, which make it unlawful for providers to discriminate against you based on characteristics like age, race, gender, disability, or pregnancy. Exploring these topics can help you recognise your rights and take action if you ever face unfair treatment.
