Received an Accessibility Complaint? We Can Help.
When a user complaint, legal letter, or monitoring failure lands on your desk, you need expert support fast. We provide rapid assessment, clear guidance, and the evidence you need to respond effectively.
Complaints Demand Fast, Expert Response.
Accessibility complaints are stressful. Whether it's an email from a frustrated user, a letter from a solicitor, or notification from the Government Digital Service, the pressure to respond quickly (and correctly) is intense.
Getting it wrong can escalate a manageable situation into legal action, reputational damage, or regulatory enforcement. Getting it right means resolving the issue, protecting your organisation, and improving access for everyone.
We understand the Equality Act, PSBAR, and the European Accessibility Act.
Rapid Turnaround: 48-hour assessments when you're facing deadlines.
Most UK accessibility complaints settle before reaching court — when organisations respond quickly and demonstrate good faith.
Complaint Response Services.
From rapid assessment to ongoing support, we provide the expertise you need to navigate accessibility complaints effectively — and the documentation to support your response.
Rapid Accessibility Assessment
When you're facing a complaint or deadline, you need answers fast. We test your website or app against WCAG 2.2 AA, focusing on the issues most likely to affect users and appear in complaints. 48-hour turnaround available.
Risk Analysis & Strategy
We evaluate your situation against UK accessibility law and help you understand your exposure. This includes review of specific claims, assessment of their validity, and recommendations for your response strategy.
Evidence & Documentation
If you're facing legal action, your team needs technical evidence. We provide detailed audits, claim assessments, remediation timelines, and expert documentation designed to demonstrate due diligence.
Accessibility Statement Support
Your accessibility statement is a public commitment — and for public sector, a legal requirement. We help you draft or update statements that are accurate, honest, and demonstrate your commitment to improvement.
Trusted to Deliver Digital Compliance for the UK’s Leading Institutions.
From councils to universities to consumer champions — we've helped the UK's leading institutions make their digital services accessible.
Move From Ad-Hoc Fixes to Sustainable Compliance.
Accessibility isn't a one-time project; it's a continuous program. We help you transition from reactive bug-fixing to a proactive strategy that integrates inclusion into your design, development, and procurement lifecycles.
Initial Consultation
Contact us and we'll arrange a call — typically the same day for urgent situations. We understand your situation, review any correspondence, and advise on immediate next steps.
Rapid Assessment
We conduct a rapid assessment of your website or application against WCAG 2.2 AA. Within 48 hours, you'll have a clear picture of your compliance position and critical issues to address.
Strategy & Response
We analyse your specific situation — the complaint, your accessibility status, and the context — to help you understand your options. We prepare documentation to support your response.
Resolution
We support you through remediation, validate fixes, and update documentation. Once resolved, we help you put measures in place to prevent future complaints.
Complaints vs. Legal Action – Know the Difference.
Not all accessibility issues arrive as formal legal action. Understanding where your situation sits helps you respond proportionately.
User Complaints
A customer, employee, or member of the public contacts you about accessibility barriers. This is often an opportunity to resolve issues before they escalate — and demonstrate your commitment to inclusion.
Formal Legal Action
A solicitor's letter, discrimination claim, or EHRC investigation requires careful handling. You'll need technical evidence, documented remediation, and coordination with your legal team.
UK Accessibility Law: What Applies to You.
UK organisations face clear legal obligations around digital accessibility. Understanding the framework helps you respond appropriately — and proportionately — to complaints.
Equality Act 2010
Requires "reasonable adjustments" for people with disabilities accessing goods and services.
Applies to all UK organisations — public and private.
"Anticipatory duty" — you must proactively address barriers, not wait for complaints.
Discrimination claims can be brought in county court.
PSBAR 2018
Public Sector Bodies Accessibility Regulations require WCAG 2.1 AA compliance.
Mandatory accessibility statements with specific content requirements.
Government Digital Service monitors compliance and can publicly name non-compliant bodies.
EHRC enforces through investigations and court action.
EHRC Powers
Investigate suspected non-compliance with the Equality Act.
Issue unlawful act notices requiring specific remediation.
Initiate legal proceedings against non-compliant organisations.
Require staff training and policy changes.
European Accessibility Act
Effective June 2025 for EU member states.
Applies to UK organisations selling products or services in the EU.
Covers e-commerce, banking, transport, and digital content.
Requires accessibility statements and compliance documentation.
Trusted by Organisations That Take Accessibility Seriously.
"The audit report was clear, thorough, and actually useful. Not just a list of failures, but practical guidance we could act on immediately. The walkthrough call was invaluable for our developers."
"Fast turnaround, plain English, and they clearly know their stuff. We went from no idea where we stood to full WCAG 2.2 AA compliance in under two months."
What You Need to Know About UK Enforcement.
Accessibility complaints in the UK are typically settled out of court — but they're on the rise. The Equality and Human Rights Commission has increased its focus on digital accessibility, and the European Accessibility Act is raising awareness across sectors.
Understanding how enforcement works helps you respond effectively and avoid escalation.
Anyone who experiences barriers accessing your digital services can complain — customers, employees, job applicants, or members of the public. Complaints can be made directly to you, through the Equality Advisory Support Service (EASS), or to the EHRC.
The GDS (Government Digital Service) monitors public sector websites for accessibility compliance. If they identify issues, you'll receive a report with a remediation period. Continued non-compliance can result in EHRC referral.
Yes. Under the Equality Act 2010, individuals can bring discrimination claims in county court. However, most UK cases settle before reaching court when organisations respond constructively and remediate issues.
The Equality Act 2010 applies to all UK organisations and requires "reasonable adjustments." PSBAR 2018 applies specifically to public sector bodies and sets explicit requirements: WCAG 2.1 AA compliance and mandatory accessibility statements.
There's no fixed deadline for user complaints, but prompt response prevents escalation. For formal legal letters, you typically have 14-28 days to respond. GDS monitoring gives 12 weeks for remediation. Acting quickly always works in your favour.
Get Expert Support for Your Situation.
Whether you've received a complaint, a legal letter, or you're concerned about compliance, we're here to help. Contact us for a free initial consultation.
Complaint Response FAQs
Rapid assessment (48-hour turnaround) starts from £1,200. Standard assessment (typically 5-day turnaround) starts from £800. We'll provide a clear quote after understanding your situation.
For urgent situations, we can typically arrange an initial consultation the same day and begin assessment within 24 hours. 48-hour rapid assessment is available when you're facing immediate deadlines.
We can provide technical expertise and documentation to support your legal team's response. We work alongside solicitors, providing the accessibility assessment they need.
No — we provide technical accessibility expertise, not legal advice. We work alongside your legal counsel, providing the technical assessment, evidence, and documentation they need to advise you.
Yes. After resolving the immediate situation, we can help with ongoing monitoring, staff training, accessible content guidelines, and procurement processes that consider accessibility from the start.
We act independantly and assess claims against WCAG standards and help you understand which issues are genuine barriers. However, even if specific claims are overstated, underlying issues often exist. We help you respond proportionately.
No — and be wary of anyone who claims they can. We help you understand your risk, respond appropriately, and demonstrate good faith effort. Swift, documented remediation has been effective in resolving most UK complaints.