Expolink Europe

Horrific, degrading and humiliating experience with violation of basic human rights by the company 'managing' (guarding ) the toilets at Cornwall Meadows Car Park in Buckingham. (Expolink). Both 'normal' toilets were showing as 'occupied' for well over 20 minutes at around 8pm at night with no obvious signs of use (I did wait patiently to make sure). On ringing the advised number to request an access code to use the 'disabled' toilet. I was denied the code by the operator (even although I do have a registered disability), purely because I confirmed I did not need to use a hoist, lift or changing table (which I didn't at the time of calling). I fully explained the circumstances of the alternative toilets being apparently out of service, my urgent need for use of the facilities, and my own registered disability. The operator said she would have to speak to her supervisor and put me on hold. (It had already taken around 8 minutes or more just for the call to be answered to begin with). On returning she advised me that her supervisor had confirmed that I should not be given the code! I remained polite but firm saying that I was extremely dissatisfied with that outcome, distressed and in urgent need, and reiterrated that I had a disability and that the other toilets were out of service... whereupon she advised me that she was now going to terminate the call. I insisted that I did not want her to terminate the call but wanted to speak to her supervisor, who did then come onto the line. His name was 'Tom' but he refused to give me his surname saying it was 'against company policy' and that there was only one Tom working at the company. The conversation continued for some time with Tom advising me to begin with that giving me the code was 'against company guidelines' then changing to 'against company policy' when I questioned that 'guidelines' surely meant that there was flexibility in decision making. He additionally advised me that I needed to find an alternative toilet provision, but that he had no idea where that would be found... During this time I became very emotional and upset but still I remained civil and did not resort to bad laguage. I then realised that perhaps 'Tom' felt he had no autonomy in his role (as there was no logical reason in the world to deny any human being the basic human right to use a functioning public toilet facility when they are in great need) and he merely needed to complete a 'tick-box' exercise - so I gave him the new information that due to my increased heightened emotional state and instability at that point in the conversation I may now need to make use of the hoist or additional facilities in the toilet. He still refused to supply the code, stating that he was not willing to supply the code now because I had told his colleague previously that I did not require those facilities. As this conversation progressed he became more belligerent and argumentative and I am surprised and extremely disappointed if this is how Expolink expect their representatives to interact and provide 'support' to any members of the community experiencing difficulties and discomfort, let alone those with the added struggles of disability. I requested to speak to a more senior manager, to be told that no-one else was available. Then I requested that a formal complaint be made and requested a personal call-back the next day, giving Tom my full name and contact number. He agreed that he would arrange this. I told Tom I hoped he conversation had been recorded as per the message at the beginning of the call. This was 2 working days ago and I have heard nothing yet... (As an aside I would like to give my heartfelt thanks and appreciation to members of the night-staff of nearby Waitrose, one of whom overheard my conversation and distress and allowed my to use their staff toilet, restoring my faith in common sense, humanity and basic empathy. )
Sep 23rd, 2022

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