A disabled campaigner from York has successfully challenged Marks & Spencer over alleged discrimination at one of its stores — securing meaningful changes that will improve accessibility for many customers.
Flick Williams, a visually impaired wheelchair user, described the legal battle as a “David and Goliath fight” and a clear reminder that “disabled people don’t have to just sit back and accept discrimination”.
Her case centred on a visit to the M&S food hall at the Vangarde Centre in June 2024. Following a refurbishment, chiller cabinets had been enclosed behind heavy doors with misted glass, making it impossible for her to open them and reach inside while using her wheelchair. To make matters worse, the store’s customer service desk had been removed, leaving no staff readily available to help.
Frustrated and unable to complete her shop, Ms Williams took legal action under the Equality Act 2010. M&S said the changes were part of an energy efficiency upgrade and suggested she phone ahead on future visits to arrange assistance — a proposal she rejected as discriminatory, noting that non-disabled shoppers are not required to do the same.
The case has since been settled out of court, with the store making “significant improvements”. These include lowering chiller door handles, treating glass to prevent misting, and ensuring staff are available to assist customers when needed.
Ms Williams, who shared her experience on X (formerly Twitter) to a huge response, said the public support strengthened her resolve to see the case through. “It shows disabled people can and will challenge unfair practices,” she said. “I’m delighted these changes have removed barriers that made it unreasonably difficult for many to shop there.”
An M&S spokesperson said the retailer is “committed to making our stores accessible to all customers” and welcomed Ms Williams’ engagement to further improve accessibility across its locations.
