Service providers constantly refer to the fact that few disabled people ever enter their premises. However the Disability Rights Commission report suggests that 20 per cent of the population fall into the category of “disabled” under the terms of the Act [Disability Discrimination Act 1995]...The duty imposed by the Act makes it unlawful to fail to make “reasonable” adjustments to premises in circumstances in which the effect of that failure is to make it impossible or, unreasonably difficult, for a disabled person to make use of any such services, goods or facilities. [refers to NatWest Bank lawsuit]