When Employers Ignore Disabilities: What to Do When Reasonable Adjustments Are Refused

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From Chronic Pain to Contamination Risks – Understanding Your Rights and Taking Action Against Disability Discrimination in the Workplace.

Living with a disability comes with daily challenges—and when these challenges extend into the workplace without support, the impact on physical and mental well-being can be devastating. Employers in the UK have a legal duty under the Equality Act 2010 to make reasonable adjustments to accommodate disabled employees. Unfortunately, some organisations—despite public reputations for caring about their customers—fail to provide the same consideration for their staff.

Disability symptoms can vary widely. For some, it’s chronic pain and fatigue, which makes standing for long periods or lifting heavy items impossible. Others may struggle with sensory processing issues, OCD, or contamination fears, which can make busy office kitchens or shared equipment distressing or even harmful. These realities require thoughtful, person-centred accommodations—not ignorance or ableist attitudes.

Case Study: A Retailer That Forgot Its Values

Maria (not her real name) suffers from fibromyalgia, a condition that causes widespread chronic pain, fatigue, and cognitive difficulties. When she secured a job in a well-known retail chain—renowned for its customer care—she informed her employer immediately about her condition, submitting medical evidence and requesting adjustments such as reduced lifting duties, more frequent breaks, and a stool for the checkout area. These requests were acknowledged but ultimately ignored.

Maria’s manager claimed the store was “too busy” to accommodate her, and that “everyone has aches and pains.” Despite repeated attempts to explain her symptoms, Maria was met with eye rolls and snide comments. There was no HR department—only a regional manager who never followed up on her written complaint. Her hours were eventually reduced, and she was told she was “not pulling her weight.”

Maria eventually resigned, mentally and physically exhausted, and filed a complaint with an employment tribunal on the grounds of disability discrimination.

What Reasonable Adjustments Might Look Like

Reasonable adjustments can include:

• Modifying duties or reducing physical tasks
• Providing assistive equipment (e.g., ergonomic chairs, voice-to-text software)
• Allowing remote or hybrid work
• Adjusting shifts or break schedules
• Providing private, quiet workspaces
• Ensuring strict hygiene policies or dedicated equipment for employees with OCD/contamination concerns

Employers must assess each request individually, considering what is reasonable based on the size and resources of the business.

Steps to Take if You’re Being Ignored

If your employer is aware of your disability but fails to act, here’s what you can do:

1. Document Everything
   Keep a written record of all conversations, emails, and meetings relating to your disability and adjustment requests.
2. Submit a Formal Request in Writing
   Even if you’ve mentioned it verbally, submit a clear, polite written request outlining your condition, how it affects your work, and what adjustments you are seeking.
3. Get Medical Support
   Ask your GP or specialist to write a letter confirming your diagnosis and suggesting appropriate accommodations.
4. Escalate Internally
   If your employer has no HR department, raise your concerns with a line manager, regional manager, or director. Be persistent but professional.
5. Contact ACAS
   If internal attempts fail, reach out to ACAS (Advisory, Conciliation and Arbitration Service) for free legal advice and support with early conciliation.
6. Seek Legal Advice
   If needed, contact a solicitor or disability rights organisation. You may be eligible to bring a disability discrimination claim before an employment tribunal. You usually have three months less one day from the last incident to act.
7. Raise Awareness Publicly (Optional)
   If a company presents itself as caring but acts differently behind the scenes, you may consider raising the issue on platforms like LinkedIn or Glassdoor—while staying mindful of defamation laws and protecting your identity if needed.

No HR Department? You Still Have Rights

Even small businesses or franchises must comply with the Equality Act 2010. The absence of an HR department does not exempt an employer from making reasonable adjustments. They must still:

• Respond fairly and in a timely manner to requests
• Engage in dialogue to find workable solutions
• Review your needs regularly, especially if your condition is fluctuating or degenerative

Staff Well-being Is Not Optional

All employers—regardless of industry—should conduct regular health and well-being reviews for their staff. This is part of their duty of care and helps prevent discrimination claims, improve morale, and reduce absenteeism.

When employee health is brushed under the carpet, especially in favour of profit or convenience, it sends a clear message: “We care about our customers, not our team.” In the long run, this damages both reputation and retention.

Final Note

Disability discrimination is not just unfair—it’s illegal. If you’re being sidelined, ignored, or treated with indifference because of your condition, don’t suffer in silence. Knowledge is your greatest defense. Stand up, speak out, and know that help is available.