A Lidl security guard has been caught on camera attempting to remove a blind man and his guide dog from a London supermarket, insisting the animal was not permitted inside — in an apparent breach of disability law that has sparked widespread outrage online.
The approximately 40-second clip, posted on X by @OliLondonTV, shows a guard in a high-visibility vest repeatedly ordering the blind customer and his guide dog to leave the store, near the entrance and fruit and vegetable section. When the customer explains that it is a guide dog, the guard doubles down, saying “I’ve not seen you before, please out” while gesturing toward the exit. A woman accompanying the man — who said she simply wanted to buy milk — is also told to leave. No other staff intervene during the footage. On-screen text in the clip indicates the customer subsequently contacted Lidl’s customer services.
The incident is a clear breach of the Equality Act 2010, which grants assistance dogs unrestricted access to all public places, including supermarkets. No “no dogs” policy can lawfully be applied to a guide dog, and the store’s own window signage reportedly included an explicit exemption for assistance animals. The guard’s stated reason — that he had not seen the customer before — has no legal relevance whatsoever.
Security Industry Authority-licensed officers are expected to receive training on disability awareness and equality legislation as part of their certification. The claim of unfamiliarity with the customer is not a permissible basis for refusing entry to a disabled person and their assistance animal under any circumstances.
Public reaction on X has been overwhelmingly furious, with users calling for the guard to be dismissed or retrained, and for Lidl to issue an unreserved apology and offer compensation to the customer. It is not the first time the chain has faced scrutiny over this issue — a blind shopper brought a legal case against Lidl in 2024 over a similar incident, suggesting that staff training on disability rights may remain inadequate across parts of the business.
The customer is entitled to raise a formal complaint with Lidl directly or escalate the matter to the Equality and Human Rights Commission. Disability discrimination claims relating to goods and services are well-established in law, and compensation awards in such cases are not uncommon.
Lidl GB had not responded to requests for comment at the time of publication.
