Signs are to be replaced and staff will undergo extra training after a disabled teenager was ordered to leave a city centre market as she was with her assistance dog.
Abby Cappleman was visiting Hanley Indoor Market with two-year-old shih tzu Chloe when security told her she was not welcome as only 'guide dogs' are allowed.
But the 18-year-old stuck to her guns as she explained it is against the law to ban assistance dogs like Chloe from such venues.
Now Stoke-on-Trent City Council has apologised and promised to update all 'Guide dog only' signs at its markets across the area and is urging the security firm to provide additional training.
The market incident took place just hours before the police were called after Abby refused to leave Harley’s Cafe in Hanley.
A video of both confrontations uploaded on Facebook have gone viral with thousands of views.
Student Abby, who has Asperger's syndrome and hypermobility, said: "After about five to 10 minutes of being in the market I noticed security making a bee-line for me, so I quickly started recording.
“I was repeatedly asked to leave as they do not allow dogs despite me stating she's an assistance dog.
“I also asked them to stop following me as it was making me feel very distressed as I’m on the autistic spectrum.
“They then went on to ask me repeatedly what my disability was, which I said I was not prepared to disclose given the circumstances.
"They then radioed up to the market manager. He asked me to follow him to somewhere quiet and on the way up, he pointed to a sign reading 'Guide dogs only' and said ‘those are the problem’.
“He thanked me for standing my ground and speaking with him as otherwise I would have just been ushered out of the market and he would never have known about it.
Top stories on StokeonTrentLive
“I was made to feel intimidated and as if I was committing some form of crime by being disabled and relying on an assistance dog.
“However, the market manager saved the day and wants to work with me to make changes to make sure that this never happens again.”
Abby, who blogs about her experiences, has been supported for two years by Chloe, who helps her to lead an independent life.
Because of her hypermobility, a connective tissue disorder, Chloe assists with tasks such as undressing.
Abby, from Telford, added: "Chloe will alert me if I get upset or start to feel unwell before I pass out which means I can be out safe without parents or a responsible adult. She will also find items and doors and people, block people from coming too close in lines. She's incredible."
Abby always ensures Chloe wears her assistance dog jacket. And she has now started carrying a hard copy of the Equalities and Human Rights Commission's 'Assistance Dogs: A Guide for all businesses' to show companies if she is challenged.
A council spokesman said: “We have been made aware of an incident where a customer and their assistance dog were asked to leave Hanley Market by security staff.
“We apologise to the customer for any inconvenience caused and are thankful for the market manager’s response and help on the day.
“As a result of this incident, we have made our security contractors aware so that they may offer any required training to their staff.
“We will be updating the signage as part of the Hanley Market refurbishment and will be reviewing it at all of the city’s markets in Stoke, Longton and Tunstall to ensure they remain a welcoming place for everyone.
“We look forward to working with Miss Cappleman to update the signage and hope that she will continue to support our markets.”
The Equality and Human Rights Commission states that service providers should accommodate all people with assistance dogs and that failing to do so could lead to a claim of disability discrimination.
According to the charity organisation Assistance Dogs UK, more than 7,000 disabled people in the UK rely on an assistance dog to help with practical tasks as well as offering emotional support and independence.
Want to tell us about something going on where you live? Let us know - Tweet us @SOTLive or message us on our Facebook page . And if you have pictures to share, tag us on Instagram at StokeonTrentLive .
