A Wetherspoon customer has spoken of his fury and humiliation after being kicked out of one of the chain's pubs for questioning staff on its toilet policy.
Keith Rowe, 56, was escorted off the premises of Try Dowr in Truro, Cornwall earlier this month before he could finish his lunch after asking why able-bodied people were being allowed to use the disabled loos.
Mr Rowe said he was made to "feel like a rat trapped in the corner", adding that he had been "cornered" by staff who led him out of the building for querying the policy.
He told Cornwall Live that his late wife, Tanya, who passed away last year, would often require use of the facilities, but find able-bodied people "nonchalantly" coming out of them.
Continuing his fight for her, he explained: "I have been through the trials and tribulations of how this was difficult for Tanya, who was my wife and being cared for by myself until her death.
"Tan (who used an electric wheelchair) and me had problems in every Spoons we went and just getting shrugged shoulders is not good enough and totally unfair on those who actually need the disabled toilet and are being made to wait to use it."
Mr Rowe said he became frustrated in the pub on May 9 after spotting able-bodied individuals coming and going from the disabled loo without closing the door.
Disabled toilets normally remain locked and can only be accessed by a Radar key holder.
"The next thing that happened was a member of staff went in there to check the toilet and did not shut the door thus rendering it open as a free use toilet so I got up and asked why she did not lock the door," he continued. "The next thing, hell up.
"The manager came over accusing me of swearing and said that I was being abusive in front of families. I asked her what is the point of having a Radar key when you leave it open."
Widower Mr Rowe said the experience left him feeling out of pocket and completely disheartened.
"I was ganged upon by two of three servers and made to feel like a rat trapped in the corner.
"It wasn't nice but what has really made me mad is the lack of enforcing the disabled toilet policy. I sincerely hope that something can be actioned over Wetherspoons' inability to provide secure and safe disabled toilet access for people who need it."
In an email from Wetherspoon's customer services, meanwhile, Mr Rowe was told: "We note your comments regarding your visit to the Try Dowr. However the manager has advised that they do not wish you to return to the pub due to your aggressive behaviour.
"The manager is responsible for the pub and its licence and whilst we appreciate that you are not happy with the decision we will not be overturning it. Pubs are private premises and not public places.
"They are open to the public solely at the discretion of the licence holder and, more specifically, the person managing the premises. When a person enters a pub they do so because the licence holder has allowed that person into the pub. The manager is therefore legally entitled to decide who is allowed to enter their premises and who is not.
"In view of the above we consider this matter closed and will not be entering into any further communication regarding this issue."
The company later confirmed, however, it would refund the £9.25 Mr Rowe paid for the lunch he was unable to eat.
A spokesperson for J D Wetherspoon said: "Mr Rowe questioned staff as to use of the accessible toilet at the pub. They would have been glad to deal with his query but it was made in a manner which the employees concerned felt was unnecessarily confrontational. Accordingly he was rightly asked to leave the pub.
"There are many disabilities which are not obvious. Our employees are not entitled to ask customers to explain why they might wish to use our pub's accessible toilets or insist they use a Radar key."
