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Awful awful awful
Dear Support Team, I hope this message finds you well. I am writing to formally lodge a complaint regarding an incident that occurred at your Ivy Bridge Retail Park store located at Twickenham Rd, Twickenham TW7 7DY. During our visit, a male staff member informed my son, who is disabled and has a life shortening syndrome, Autism, ADHD, PTSD, Severe alarming Disability, Global Developmental Delay, Chronic Constipation, Double Incontinence to name but a few days things, that there are no customer toilets available and that we would not be allowed to use them. I explained that I was aware of the absence of customer toilets, but in previous instances, we were permitted to use them in times of urgent need. However, despite explaining the urgency of the situation, the staff member continued to insist that there was a delivery to be put away and therefore access to the toilets was denied. I understand that deliveries can pose safety concerns, but there were seven staff members present, none of whom were actively managing the delivery, and there were no obstructions in the way. The staff could have easily escorted my companion to the toilet. What troubled me further was the staff member's reaction. They seemed to find it amusing that they had refused access, even laughing about it. Personally, I do not find this situation humorous in the slightest. I am requesting that this incident be investigated and that appropriate action be taken. This should include training for both staff and managers on when to allow access to toilets for disabled individuals. Additionally, I would appreciate a review of your current policies regarding customer toilet access in urgent situations. It is crucial to ensure that all customers, especially those with disabilities, are treated with respect and dignity. Unfortunately, the situation escalated to the point where, upon leaving the store, my son was unable to reach the car in time and soiled and wet themselves in front of others. This was incredibly distressing, and my heart broke for them. I look forward to your prompt response to this complaint.