Making a website accessibility complaint: email template

You can report a public sector website if it’s not accessible to you. Use this template to email the organisation. It can help you with the information they will need to review your complaint.

Below is a template that you can use when preparing your own feedback. You can copy and paste the text into a new email window. Each part of the template has sections for you to complete, these are marked in [bold square brackets].

Email template

Subject line: Accessibility issue on your website

To whom it may concern,

All public sector websites need to be accessible by everyone. This includes those with conditions or impairments. Sites must work well with assistive technology such as screen readers and magnifiers. They must also meet Web Content Accessibility Guidelines around how the sites look and work.

On [add date] I visited your website [add a link to the website].

 [describe the accessibility problem you encountered with the website].

I am [describe your access needs, such as. visually impaired].

I use [Provide background information. For example, the Assistive Technology you were using and the version number (if applicable). Also include the browser and Operating System, such as Windows, OSX, Android, iOS].

The accessibility regulations are enforceable by law. The Equality and Human Rights Commission can take action under the Equality Act 2010. This covers England, Scotland and Wales and  The Equality Commission for Northern Ireland can take action under The Disability Discrimination Act 1995.

Both organisations have a range of enforcement powers. From assisting organisations to comply through to investigations and court action.

Please try and find a workable solution to the issue stated above. Please tell me of the steps taken to make sure your website meets the accessibility standard.

I will alert [insert ‘the Equality Advisory Support Service’ (for England, Wales or Scotland) or the ‘Equality Commission for Northern Ireland’] to escalate this complaint if:

  • I do not hear back within [state time you would like a response by, for example, 2 weeks]
  • I am unhappy with your response.

Yours sincerely,

[Insert name]

[Insert contact details for how the organisation should reply. If you need the reply to be in a certain format so you can access it, add some information about this]