An Edinburgh mum has been left disgusted after bar staff at a Wetherspoons pub refused to serve a customer with cerebral palsy because they thought he was drunk.
Ross Wilson, 35, was left “humiliated” following the incident at the Alexander Graham Bell on George Street last Wednesday.
His heartbroken mum Karen, who was with Ross at the time, claims the worker “smirked” when she told him Ross had learning and mobility difficulties which means he has trouble with balance and co-ordination.
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Karen, 62, said: “I don’t want anyone else to experience what Ross did. I want something put in place to ensure it doesn’t, such as a wrist band that a disabled person could wear.
“I tried to explain Ross’ condition but the worker wasn’t interested. It’s heartbreaking that he’s treated like this. He was humiliated.”
Karen and Ross had arranged to meet her older son Sean in the pub last Wednesday afternoon.
She said: “The boys had a couple of glasses of lager. Ross walks with an ataxic gait and had visited the toilet a few times. My eldest son went to the bar around 7.30pm to get their last drink before we caught the train home to Newtongrange but was refused because the bar manager stated that Ross was drunk.
“Sean explained that Ross has cerebral palsy but the manager was dismissive and showed no understanding whatsoever.
“We were all angered by this disgraceful attitude and before we left I went to talk to him. I reiterated the fact that Ross had a disability and walked with what is called an ataxic gait, but wasn’t drunk.
“I also made him aware that I was a teacher and was well aware of the equalities act and that this was clearly discrimination. He just smirked and refused to give me his name when I told him I was going to make a formal complaint.”
Karen, who is Ross’ carer, later sent an email of complaint to Wetherspoons.
She wrote: “My eldest son and myself had to explain that my son Ross had a disability, after the management refused to serve my eldest son stating that his brother was drunk.
“This was the manager’s perception from watching him make his way to the toilet. He did not communicate with him, he just made an arrogant, presumptuous, disgraceful judgement.
“The manager didn’t communicate with me he just smirked. He had also indicated to the bouncer to come over. The only communication from him was to refuse to give me his name when I stated I was making an official complaint.
"I made it clear I would be getting in touch with both my MP and the Government due to their blatant lack of understanding around equality and discrimination.
“I look forward to hearing how you intend to remedy this situation, and comply with the 2010 equalities act, for all your customers with a range of disabilities.” But she said the response she received was “not in the least bit apologetic”.
“I got a ridiculous response back from their customer services department saying they are satisfied with the way Ross was treated and that he was refused a drink because I was intoxicated. I’m teetotal and had two coffees and a soda and lime that day. It’s ridiculous”.
The email Karen received back said: “Having looked into the matter we can conclude that your son was refused service based on the member of staff’s genuine belief that you were intoxicated.
“We are satisfied that this action would be taken with any customer, in these circumstances. I have noted your comments of disappointment with how the matter was addressed.
"I can assure you your comments and observations have been passed to the Area Manager to review and take any necessary action. Thank you again for contacting us. We hope you will visit us again soon”.
But fuming Karen said: “They completely missed the point of my complaint and actually implied it was me that was drunk.
“They’ve got a cheek to say they hope we will visit again soon. I won’t be back in any of their premises for the despicable way they treated my son. It’s pure discrimination and I intend to make sure it never happens again to anyone with a disability.”
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Wetherspoon spokesman Eddie Gershon said: "Wetherspoon apologises for any inconvenience or upset caused to Mr Wilson during his recent visit to The Alexander Graham Bell, Edinburgh.
"Having investigated the matter with the management team, the pub staff mistook the customers symptoms as possible signs of intoxication.
"Pub staff have a responsibility under licensing laws not to serve alcohol if it is felt that a customer is already intoxicated.
"Mr Wilson was refused service on Wednesday, August 3, 2022 due to the member of staff's genuine belief at the time that he was intoxicated. When the member of staff was advised that Mr Wilson suffered from cerebral palsy, he apologised for any upset caused.
"The company wishes to echo the apologies provided by the pub team on the day and by the company’s customer services team on Friday, August 5.
"Wetherspoon places great importance on its pubs being welcoming places for all customers and looks forward to Mr Wilson and his family returning as customers in the future."
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