Refusal of service

Refusal of service happens if you are denied a service based on a protected characteristic such as your ethnicity, race or sexual orientation. If this happens you can make a claim against the business.

This means that it is unlawful to discriminate against customers on the following ‘protected characteristics’:

  • Disability;
  • Gender reassignment;
  • Pregnancy and maternity;
  • Race – this includes ethnic or national origins, colour and nationality;
  • Religion or belief;
  • Sex;
  • Sexual orientation;
  • Marriage and civil partnership;
  • Age – this applies to guests aged 18 and above (for example, you cannot have a policy excluding under 25s).

A recent case involving Refusal of Service

This is an experience familiar to many Travellers. We regularly represent Traveller clients who have been discriminated against in this way.  We recently settled a claim for a Traveller client who tried to book a place at a campsite, only to be informed that the site had a “No Travellers” policy. This falls under the refusal of service banner and the claim was settled for £1,500, plus payment of our client’s legal costs.