Regus
Reviews and Complaints

I signed an agreement in January 2023. On January 1 25 2023 I terminated that agreement and paid in full through Feb 28, 2023.

4 months later, I was suddenly billed $58 on my credit card. I tried multiple methods of contact with no response to correct this issue — there are few effective contact channels for Regus (no phone, email, etc).

On June 30 I received a reply by the Account Helpdesk — after multiple attempts — and was assured that the charge would be refunded (it was). Yet I still received a new invoice for $27.93 a month later. Again, I made multiple attempts to find an effective channel for support.

On August 6, the Account Helpdesk replied again to confirm that I have no active agreements and that no further charges would be billed.

Every month since I have received another invoice — now 3 months in a row — for this "late fee". When I try to contact the Helpdesk I receive a bounceback that says I do not have an account under that email address.

And now, October 6, I have been billed again for $27.93 — despite being assured I would never be billed again and there being no evidence that I have an account. I can't log in, I can't even contact support. But Regus still has my credit card, and is still letting their billing system attempt to invoice me — 10 months after I cancelled my agreement.

Regus auto-renewed all my “agreements” between June and September 1st. Between September 14th and 19th each of the three centers I have space at e-mailed notices of a purported “security changes” that would go into effect on September 25th—they locked the doors at all times during business hours and you now have to have your vistors or guests call you directly. Some centers direct visitors to call the front desk---but the front desk phones don’t work! Of course, Regus did not provide any indication or notice that such changes were going to happen at any time prior to auto-renewing.

The first center sent notification on September 14th at the end of the day. The notice made no indication that this would be happening at all the other centers. On September 18th, I asked the Community Manager at the second center (where I have 4 offices and is the busiest location for my business), if those “security changes” I had received at first center would be going into effect at the second center too. Several hours later the community manager e-mailed the notice to all the tenants.

As of September 25th, tenants would be required to have and use their access card the Regus centers as the main doors are not always remain secured and locked during our business hours. Until this change, the main doors were only locked and secured over holidays, after hours, and on the weekends. The center’s front doors will now always remain locked and secured. They placed a notice on the door directing visitors to call the front desk for access but some of the centers posted notices directing visitors to call their host directly for access. The notices also told tenants that they would need to “self-service” between 12:30pm and 1PM Monday-Friday so that the community team can have a proper lunch break.

Shortly afterwards, I emailed all three centers to voice my concerns and demand that given the unacceptably short notice, failing to notify existing tenants of the major change in Regus’s operations and services (essentially ceasing to provide reception services); I considered it a breach of the services that Regus advertised and provided for over a decade to induce me to sign and allow any of my “agreements” to renew.

The ONLY time since 2012 that Regus has ever kept the doors locked and secured during business hours and asked tenants to “self-serve” and meet and greet their own customers/guests was during the pandemic. Historically, Regus has provided between 5-10 days’ notice of office closures for 1–2-day holiday closures. So it is incomprehensible that Regus would provide approximately 5-6 business days’ notice of such a huge change in center access and services. Without any recent security threats or concerns or even a public health emergency.

I included over 200 screenshots of advertisements and craigslist ads that Regus had posted over the last several months indicating that they have actively advertised staffed reception desks and that Regus staff would “meet and greet your customers.” Many included that staff would be greeting your customers and accepting mail and packages Monday-Friday from 8:30am to 5pm.

Basically, this is one big bait and switch tactic. There are tenants in one of the centers where I have 4 offices who expanded to additional office space just days before Regus sent the notice that Regus staff would be locking and securing the doors at all times and telling guests and visitors to “contact their host directly.”

The only City Manger to follow up with me was not much help. They just stated that Regus is still offering reception services and cited one single incident involving one of my customers from over 2 years ago where the customer became irate and was escorted out by police. That customer never returned. This policy also would not have prevented that from happening or changed the outcome. The whole response felt very disingenuous and a stretch.

Apparently all the other City Managers were on PTO and I have not heard anything from any City Manager to address my concerns.

Some centers followed up and told me to e-mail a list of expected visitors. I made it clear that a single list each morning would not be acceptable as I have customers who book appointments or walk-in throughout the day—one center in particular seems to have felt overwhelmed later told me that they did not want to receive any e-mails. In a brief conversation, the Regus staff member said, “I don’t want to receive your e-mails, none of them.” I didn’t have time for a conversation so I asked them to e-mail me with her concerns. Minutes later, they sent an e-mail saying that they wanted to “opt out” of receiving our e-mails requesting access for our guests and “they can’t keep up with them anyway.”

I sent another e-mail to the Regus help desk—which of course they set to bounce unless you specifically open a ticket. The catch is that Regus had made it impossible to submit a general ticket and the help desk automatically “bounces” your email unless you have an open ticket and if your ticket isn’t correct, the help desk refers you back to the Community manager….up to this point. However, the ONLY time a community manager reached out was to say they didn’t want to receive our email notifications requesting access.

After not receiving any help besides one City manager toting the company line and the one community manager telling me that they didn’t want to receive our requests for access each time a customer books, I had no viable options. Between the 25th and the 29th, I received multiple complaints from my customers who either were denied access or had difficulties accessing the centers at their appointment times. I also fielded several angry phone calls from business and organizations I work with who were upset that they didn’t receive proper notice (I couldn’t provide my customers with proper notice because REGUS decided not to provide me with sufficient notice in the first place!)

One center has had ongoing phone and internet issues for well over 6 months (more like a year) ever since switching phones to Ooma. The poor internet service makes the phone calls drop out so badly that it is impossible to have a coherent conversation. Callers can only hear every couple of words! Ironically enough, this center placed a notice on the door to call the front desk and then put a sign on the phone that said “OUT OF ORDER” they later just removed the phone.

Later I e-mail all three centers and Regus helpdesk to say that this is unacceptable and that the after the one center clearly sent me an email saying that they didn’t want us to e-mail access requests for each customer who now HAS to book an appointment, I decide to find a new space. I requested that Regus allow me to terminate my existing “agreements” without penalty, return my retainers and offer to compromise to downgrade to a virtual office or just business continuation service. Of course, City Managers at the other 2 centers have yet to reach out in any way. The Help desk basically told me to pound sand.

As a last resort, after not ever hearing from the center manager at the second center, and Regus’ unwilling ness to provide any sort of reasonable solution and Regus’ failure to provide services—I had to move my business out of that Regus center (all 4 offices I had under 2 accounts).

So they sent invoices out on the 15th. Regus of course stores your credit card information and makes it nearly impossible to opt out of autopayments. Notably, Regus says you must pay the invoice when it is due. The agreement you sign doesn’t actually have a due date—Regus just wants to charge you whenever it sees fit. Interestingly enough, Regus doesn’t bother to charge my card on the 15th. On the 14th-19th, Regus notified me that they were no longer offering the services that we all know we are paying Regus for. So on the 21st, I sent notice to Regus and my Credit Card company that I am revoking my authorization for Regus to auto charge me. Later, on the 21st and 22nd, Regus tries to auto charge me-and since AMEX has blocked Regus from automatically charging, the charges are declined. So Regus decides to charge late fees. Since they very clearly told me they weren’t going to provide the services they advertised and have always provided! —I moved out of one of the locations before the Rental period started on October 1st.

Predictably, Regus is now sending me notices that both of my accounts at the second center are overdue and that they will be –and that they will plan to send me to collections on those 4 offices. They also sent me a notice that my account at the 3rd location was overdue (despite not actually being overdue). To make matters worse, they called me between a 6 am and 7:15 am to tell me my accounts were overdue—which is beyond just being a nuisance!

Regus had no intention of providing any sort of acceptable notice before auto renewing “agreements” and went so far as to provide as little notice as possible of their intention to completely change the way the center is access and the cessation of reception services that have ALWAYS been included.

Later some of my customers mistakenly go to the second center to be met with some person at the front desk who is both rude and unprofessional. I have no idea who was filling in at the desk that day—but multiple customers came to complain to my staff about the rude person at the desk at the Regus center that day. I get that they are overwhelmed—but that was uncalled for.

I’m exhausted. I’ve tried to compromise with Regus to no avail. The help desk doesn’t help and the I have heard from only one City Manager who is basically not in charge of the center where the biggest issues are. Regus advertised fully services offices, reception staff to meet and greet clients, whim induced me to rent office space in the first place. then without notice decided to lock the doors during business hours. This is just absurd. This is unethical and unprofessional at best and at worst it is fraud.

I was the victim of a very rude reception staff member at the Regus building in St Albans. Having attended all of my appts without any issues with parking previously. The reception staff ask for my car registration number and make a note of it. This was my final appointment today 06.10.23 at 11am

I came out of my physio appt to see a traffic warden talking with her laughing in the reception area casually seated in the sofa and he said to her ''come on let’s go see her face when she sees the ticket we put on her car!''

The woman has been extremely rude every visit while ignoring the fact she is front of house and constantly on personal phone calls while waiting in the reception area for my appt. I happen to know her banking issues, PayPal theft amongst other personal information because she is having these conversations out loud on her mobile in front of everyone. She is very unprofessional and now to top it all went out of her way to find a parking attendant and get him to issue me a fine but then to have him sat in the reception area waiting for me to come out of my appt so they could both point fingers and enjoy the spectacle they had created in front of other clients. It was the most embarrassing and rude kind of behaviour I would not imagine you would like your clients to have to experience. She is clearly having personal problems which she does not seemed fazed to vocalise in the reception area for all to hear each week. But then to actually go out of her way to find a parking officer to put a ticket on my car is vindictive.

I have paid the fine as stated on the ticket it was £60 but would increase to £100 if not paid before 20/10/23. Might I also add for the parking attendant to be sat on the sofa in the reception area waiting for me to finish my appt and then declaring out loud what he had done making fun of the situation was equally a disgrace. I wish I had taken his details as that kind of behaviour is disgusting.

RE: Isaac Gakonya ([protected])- Previously your tenant at Regus, Fairbourne Drive, Milton Keynes. MK10 9RG

1. I vacated the above office space on 31/08/2023, when the agreement ended, after having been your tenant for 3 years.

2. On the same day-31/08/2023, I requested for return of my deposit through your online portal, and I received an acknowledgement email, stating that my deposit would be refunded within 30 days of my request/end of tenancy. This has not happened to date, and my email attempts to follow up on the same have been continually rebuffed by Regus, and so have my calls to your customer support number - [protected]. My calls to this number are showing as answered, yet there is no person on the line or an offer to leave a voicemail message. I consider this to be deliberate stonewalling of customers and their queries.

3. As you may find in your records, I had raised a complaint about how the ending of my agreement had been handled. I cannot help to think that my complaint is linked to your holding onto my deposit without a lawful justification. I am asking you to refund my deposit without further delay. If I have not received the same by 12/10/2023, I will raise the matter with the Consumer Ombudsman.

4. From my experience, I also believe that Regus may be engaging in unfair customer practices. This may be a matter that may be of interest to Competition and Markets Authority (CMA) and Trading Standards.

We requested a partial deposit refund in July 2023, it was promised that funds would be transferred on the 7th of September 2023, but nothing happend. I tried to push support team and our bank notified that we have pending payment from unidentified entity, we asked Regus to state full name as sender, they rejected, and bank rejected payment.

We persuaded bank to accept payment but support team stopped to answer our requests. Untill now we haven’t received funds.

My husband was renting an office with the original contract end date of March 2022 in Arizona. He had been a well paying customer since 2020 and we have sung your praises until now. We relocated to Virginia in 2022 and upon being asked in person by a representative in your office if he was going to renew prior to that he stated he would not be. The representative just acted like it was a done deal and did not ask for any documentation or signatures from him.

Obviously since we are now in Virginia he has not stepped foot in that office since our move. He also did not receive any phone calls or anything regarding this matter to try and reach out to him and let him know payments were apparently not going through on this “renewed lease.” Otherwise, we would have had a conversation about it and nipped it in the bud then. Fast forward to October 2023 and we receive a call stating we owe $25,000 in collections? My husband works in the mortgage industry, already had to switch jobs this year and it’s been such a hard year already on us. The last thing we need is this! We are inconsolably beside ourselves. I feel that it’s extremely unethical and unkind to your loyal customers to not be vocal about your fine print auto renewal policy. He should have been told about that upon his conversation with the representative. He’s a responsible person and would have filled out the necessary documentation. After this as well, we would have appreciated you all also reaching out multiple different ways to alleviate any debt, instead of just opting to send us to collections after the bill has run up this high. We’re responsible people and if we knew any of this was happening we’d have made it right on both sides. We absolutely cannot afford this and shouldn’t have to let alone we should have heard about this way before this year. This has put an extreme strain on us and will cause us to not be able to pay for our basic living expenses. Please please someone at Regus have some compassion.

I have asked for my retainer back $3880 when my lease was terminated by them. It's been two months and I still haven't received. When I e mailed the office manager she told me that it was processed Sep 1st 2023 ,as of today the money is still not in my account. Then lately they sent an e mai that it is taken a bit longer because of they are having technical issues...My name is Ty Matik and our office was Millenia Orlando location.

A TOTAL DISASTER! I have not been able to cancel the membership because it tells me that it will be canceled from February 2024. and I really want to cancel it immediately because I am very unhappy with the service and I want to end this relationship in the best way for both parties, because Regarding everything that appears in the contract they offered me, they have only fulfilled the part that I can have an office, but I have had to change REGUS headquarters because they sell all the offices, so the ones that are available are in a TERRIBLE CONDITION OF CONSERVATION, dirty walls, no air conditioning and even no internet, in addition to all the above, our clients cannot wait at the reception while we look for them, now they have to wait outside Regus, which is always there with the doors closed and our clients in the hallways waiting.

I'm talking about the Doral and Blue Lagoon headquarters in Miami.

I have videos of everything I've been through at Regus Doral and Regus Blue Lagoon, if you want I can send them to you.

I definitely don't want anything with REGUS from now on.

Today is October 2, 2023. Our office tenancy ended over a two months ago, and despite repeatedly submitting tickets, we have not received our office retainer.

We have made every effort to contact Regus, but without success. They continue to send generic emails and provide excuses. We strongly advise against trusting them with your money, as retrieving your office retainer has proven to be an incredibly challenging process.

As much as I want to say this is my fault for not viewing the contract, as someone who’s newly into the business industry I had good faith on this Area Manager, as I had repeatedly told him I DID not want a long contract, I did not want to pay anything now as I had to speak with my brother first, he gave me the quotes as I asked and that is all I asked in that day not a contract agreement! I signed the contract since he told me I can discuss with my brother first then pay if you agree with each other, but when I told them I did not want to continue since I have not used any of their services or their products as it’s now been 13 days since I was supposed to start.

I have emailed the Customer Support Team constantly asking to cancel the agreement since, firstly it was stated I only had to pay £1k monthly and also he did not state that it was a full on contract since I have had business with Regus before but it was Hourly/Daily rates so I did not think I would have to stay until the contract ends hence why I also signed the agreement! But now the Bill is £6k? It has only been 13 days and now the bill is £6000? And now they are threatening to send me to Collections…

The Customer Support Team are very useless not helping me at all!

There was booking on 26th July 2023, I needed to change the schedule because Meeting was postponed and I didn't find the option on my application, So, Mail to the community manager or reception, But I haven't got any confirmation and update and that additional charges was added to my account and from last 2 months I have been asking for clarification even after paying the amount account is suspended.

Need clarification on this plus resolution on the extra charges and remove the charge till the account is suspended.

Once of the worst team I have scene and unresponsive.

I signed up online for a co-working space membership on July 8 while visiting my family in Redmond, WA. After that I received a welcoming email informing me that I signed an agreement for 24 months. Next day I went to the location in Bellevue, WA, but no one was there. So I had to take a meeting on a street outside. I tried calling a few times but there was an automated service informing that the billing department was closed. The I sent email to the Regus support email asking to cancel the membership and refund the money that had initially paid. I never received any response or a call back. Regus continued charging me and sending invoices although I’ve never even been to their locations. I then tried calling local locations in Maryland, and boomed would pick up or return calls. Eventually I called Amex and asked them to block Regus from charging my credit card. Today I received an email from Reguse’s parent company iwgplc attempting to collect $2768 for lost services. I called the numbers provided and no one picked up. Eventually I was able ti reach somebody in a local DC office who informed me that my account is now at the collections and that they are about to report me to the credit bureaus. This experience is beyond anything I could have imagined. This company is a total total scam. I will not be surprised if this is a money laundering operation.

The office space I have leased is located in the East Road, Cambridge, and the elevator has been out of order since Early August 2023. It has been more than a month now, and I regret to inform you that there has been no repair work initiated on the elevator so far.

This situation is becoming extremely urgent for me because I am scheduled to move my office next week. I have a substantial amount of office equipment and documents that need to be relocated, and the lack of a functioning elevator is causing significant disruption to this process. I have reached out multiple times for assistance, but to date, no solution or repair schedule has been provided.

I kindly request that Regus address this matter promptly, ensuring that the elevator is repaired as soon as possible to facilitate a smooth office relocation process for me. Additionally, I would appreciate information on the reasons for the prolonged delay in resolving this issue to prevent similar situations in the future.

Please get in touch with me at your earliest convenience to provide information on the repair plan or any available solutions. You can reach me at:

Trapped – are Regus adopting The Josef Fritzl method of customer retention?

In November 2016 I signed up for a Regus Business Lounge membership for 24 months. The Regus representative said that after the 24 month period, I’d be on a monthly rolling basis and able to cancel at any time, just like a phone contract.

I signed up and it was a great service and good value; allowing you to use some of Regus’ drop in offices across the globe. I used it a lot in the early days to drop in and use a desk to work from prior to client meetings in different cities and to get me out and about (home worker), even before Covid.

Fast forward to August 2023 and I realised I’ve not used it for a while and no longer require it. Also the costs have gone up 74% since taking it out and more recently a jump of 45%. That’s fine I thought, I’d just cancel it and save £102/month.

When the cancellation didn’t work and another invoice materialised, I was informed by Regus that contracts automatically renew for the whole 24 months every 21 months. That meant that my contract doesn’t run monthly, but bi-annually and is now due to expire in November 2024 and not what I was sold initially almost seven years ago. I’m lumped with another year and a bit of paying for a service that I’m not going to use.

I have had no reminders to indicate that the service was renewing for 24 months in 2018, 2020 or 2022; purely invoices arriving every month.

After contacting Regus, they were unwilling to budge, pointing me towards the Ts and Cs. They’re also unable to provide a call transcript from the initial call.

They informed me that the terms that I signed up to (written ones not the inaccurate verbal description of them from their representative) state that it is the initial 24 month term that renews. To compound this, written cancellation three months prior to the end is required to not become trapped for another cycle.

They also said that they provide courtesy emails to state when the renewal is about to happen. I’ve never received such an email and it would have been after the three month window of cancellation anyway, which would have had me tricked and trapped for another 24 months.

Regus comes across as being willing to help small businesses and that they’re ethical, flexible, agile and transparent. From experience now, I conclude that they’re conniving, opaque and sneakily forcing loyal customers (who have been mis-sold services) to remain as hostages against their will – akin to the Josef Fritzl of serviced offices.

So, the bottom line is to warn everyone that you too will need cancel your contract well in advance or be held against your will by their silent and hidden automatic renewal dirty trick.

To the Complaints Handler of Regus,

I hope this letter finds you well. I am writing to draw your attention to a critical issue that pertains to the rights and wellbeing of ADHD and Neurodivergent accessing your service. Specifically, I would like to address two concerning practices related to subscription-based services that may inadvertently discriminate against ADHD individuals.

Concealing Subscription Terms in Terms and Conditions Documents:

One of the practices we would like to discuss involves concealing the nature of an automatic subscription within the terms and conditions file, which must be purposefully accessed by the ADHD subscriber, rather than clearly stating that an automatic subscription is being accessed on the website page at the time of purchase. This practice can be considered indirect discrimination when viewed in light of the cognitive challenges and traits associated with ADHD:

Cognitive Challenges and Processing: ADHD individuals often encounter difficulties in sustaining attention and focus, particularly when faced with lengthy or complex documents such as terms and conditions. The need to access a separate document filled with legal jargon adds an extra layer of complexity. In contrast, neurotypical individuals generally find it easier to navigate such documents, given their cognitive abilities that allow for better sustained attention and comprehension.

Inattention to Detail: ADHDers frequently exhibit difficulties in attending to fine details, which may lead to overlooking critical information buried in lengthy terms and conditions, particularly when the pertinent information is not displayed at all at the time of purchase. Neurotypical individuals, conversely, are typically better equipped to pay closer attention to content, ensuring they are fully aware of subscription terms.

Impulsivity: ADHD may manifest as impulsivity, causing individuals to make quick decisions without fully considering the implications. In the context of subscription services, accessing terms and conditions that hide automatic subscription details could lead to impulsive sign-ups without adequate understanding. Neurotypical individuals are generally less prone to impulsive decision-making.

Protected Characteristic: ADHD is recognised as a protected characteristic under disability laws in the UK. These laws mandate reasonable accommodations to ensure individuals with disabilities are not placed at a disadvantage due to their condition. Hiding automatic subscription details in a separate document can be seen as failing to make reasonable adjustments - which legally include 'anticipatory' adjustments - to accommodate the cognitive challenges faced by ADHDers.

Transparency and Accessibility: Disability laws emphasise the importance of transparency and accessibility. Clear and upfront communication regarding subscription terms is crucial to ensuring that individuals, regardless of their cognitive profile, have equal access to information that may impact their decisions.

In summary, concealing the nature of an automatic subscription within a separate terms and conditions document that must be actively accessed can be viewed as indirect discrimination against ADHD individuals. This practice may exploit the cognitive challenges, impulsivity, and inattention to detail associated with ADHD, potentially leading to subscriptions without full awareness or consent. Disability laws prioritise transparency and reasonable accommodations to mitigate such disadvantages, emphasising the need for clear, easily accessible information regarding subscription terms.

Lack of Clarity in Automatic Resubscription Policies:

The second issue pertains to subscription-based services that do not clearly state their automatic resubscription policies. This practice can also be seen as indirectly discriminating against ADHD individuals due to the unique cognitive challenges associated with the condition:

Memory and Processing Challenges: ADHD individuals often face difficulties with memory and processing information. This includes remembering specific dates, such as subscription renewal dates and the date of which notification of cancellation must be delivered, and processing the implications of automatic resubscriptions. Neurotypical individuals generally do not face the same level of challenge in this regard, as their cognitive functioning allows for better recall and processing of information.

Executive Functioning Impairments: Executive functioning, which involves skills like planning, organising, and task management, is frequently impaired in ADHD individuals. Canceling a subscription before it renews requires proactive planning and organisation, which can be particularly challenging for ADHD individuals. Neurotypical individuals may find it easier to manage such tasks.

Risk of Financial Consequences: Automatic resubscriptions may lead to financial consequences for individuals who, due to their ADHD-related challenges, fail to cancel subscriptions in a timely manner. The practices of Regus in this regard have resulted in unexpected charges and financial stress. Neurotypical individuals are less likely to face these challenges and related financial risks.

Protected Characteristic: As highlighted above, ADHD is considered a protected characteristic under disability laws in the UK. Automatic resubscription policies that do not provide clear information or accommodations, including clear, accessible reminders, can be seen as failing to meet these legal requirements.

In summary, the practice of not clearly stating automatic resubscription policies or providing clear, accessible information and reminders regarding the automatic subscription and guidance of how to cancel in time to avoid resubscription, indirectly discriminates against ADHD individuals, due to their unique cognitive challenges. While neurotypical individuals are generally not at a disadvantage in navigating such subscription models, ADHD individuals experience difficulties managing these processes effectively. Disability laws require reasonable adjustments, as a mandatory duty, to ensure equitable treatment for individuals with protected characteristics, such as ADHD, and addressing the potential disadvantages they face in situations like automatic subscription renewals is a part of this legal mandate.

I kindly request that you consider the implications of these practices on ADHD individuals and take steps to rectify these issues. It is crucial to ensure that ADHDers have equal access to subscription services and are not unfairly disadvantaged due to their condition. I am advocating for greater transparency, accessibility, and reasonable accommodations in subscription models to uphold the rights and wellbeing of ADHDers.

The application of objective justification, particularly in the context of UK Disability Law and Equality Laws, would likely pose significant challenges for Regus in this scenario. Objective justification involves demonstrating that a particular policy or practice that may be indirectly discriminatory is both a proportionate means of achieving a legitimate aim and necessary.

In this case, the legitimate aim could be seen as the service provider's need to secure subscription renewals efficiently. However, it would be difficult for the service provider to argue that concealing the nature of automatic subscriptions within terms and conditions, rather than clearly stating it during the purchase process or in the confirmation email, is a proportionate and necessary means of achieving this aim.

Several factors contribute to this challenge:

Accessibility and Transparency Requirements: UK Disability Law and Equality Laws place a strong emphasis on accessibility and transparency. These laws require service providers to ensure that individuals, including those with disabilities, can access information easily and understand the terms and conditions of services. Hiding critical subscription information within lengthy terms and conditions is inconsistent with these legal requirements.

Reasonable Adjustments: Disability laws mandate reasonable adjustments to prevent indirect discrimination. The reasonable adjustment, in this case, would involve clearly stating the automatic subscription process at the time of purchase or in the immediate confirmation email. This is a straightforward and easily implementable measure that accommodates individuals with disabilities, such as ADHD, who experience difficulties with memory, processing, and impulsivity challenges.

Disproportionate Impact: The practice of concealing automatic subscription details primarily affects individuals with cognitive disabilities or challenges, such as ADHD. It disproportionately impacts this group, as neurotypical individuals are less likely to encounter difficulties in navigating subscription models with clear information. This disproportionate impact raises questions about whether such a policy can be considered proportionate.

Availability of Alternatives: Providing clear information at the time of purchase or in the confirmation email presents a viable and readily available alternative that does not discriminate against individuals with disabilities. Achieving the legitimate aim of securing renewals efficiently can be accomplished through transparent and accessible communication without resorting to hidden terms and conditions.

In conclusion, it is highly challenging for the service provider to justify the practice of concealing automatic subscription details within terms and conditions as an objectively justifiable means of achieving their aims. The legal requirements of accessibility, transparency, and the availability of reasonable adjustments make it difficult to argue that this practice is proportionate and necessary, especially when clear and simple alternatives exist to accommodate individuals with disabilities.

Additonally, in accordance with established principles of disability law, it is imperative to recognise the significance of anticipatory reasonable accommodations. These accommodations are designed to proactively address potential barriers or challenges faced by individuals with disabilities, ensuring equal access and opportunities from the outset. In this case, Regus should have carefully considered this indirect discrimination risk, before implementing a policy that negatively impacts customers with ADHD.

Anticipatory reasonable accommodations acknowledge that individuals with disabilities, including ADHD, may encounter specific difficulties or obstacles that require proactive measures to mitigate. Such accommodations prioritise inclusivity and accessibility by addressing potential barriers before they adversely affect those with disabilities.

By concealing the nature of automatic subscriptions within terms and conditions, without clearly stating this during the purchase process or in the confirmation email, the service provider failed to uphold the principle of anticipatory reasonable accommodations. This practice effectively introduced a hidden obstacle that disproportionately affected customers with ADHD, who may experience difficulties with cognitive challenges such as memory, processing, and impulsivity.

In line with disability laws and equality principles, Regus should have foreseen that customers with ADHD might face difficulties with this subscription model due to their cognitive traits and challenges. Anticipatory reasonable accommodations, such as clearly stating the automatic subscription process at the time of purchase or in the confirmation email, would have been a proactive and easily implementable measure to prevent discrimination against this group of customers.

In summary, the failure to implement anticipatory reasonable accommodations that consider the unique needs and challenges of ADHDers resulted in a policy that negatively impacted these customers. Proactively addressing potential barriers is not only a legal requirement but also a fundamental principle of inclusivity and equal access for all individuals, regardless of their cognitive profile or disability.

Given the circumstances outlined above, I respectfully request a refund for all charges billed under the automatic subscription for Regus, excluding the initial payment, which was the only transaction made with full awareness, in light of my ADHD. Medical evidence can be supplied, on request. I additionally urge you to establish a new policy of transparency on your website during the sign-up process. This policy should explicitly outline the automatic subscription procedure, ensuring that users receive sufficient information about the services they are accessing, prior to agreement, to avoid this discrimination from reoccurring for others.

Account number: [protected].

Sincerely,

Miss R. Partridge

To whom it may concern:

This complaint is about the Regus Reception and M. at the Princess Exchange (next to Leeds Train Station).

I am disabled and a forengeir and I have been descriminated (as being told I need to be quieter when talking on my normal voice volume -as if I was shouting the whole building would know, I have mobility problems and I was dismissed/ignored causing me pains, anxiety and stress when I original had enough time to make my appointment at my own pace, slowly due to mobility issues).

I understand now after waisting 1.5h that there is more than 1 Regus Centre just a few minutes from each other, 1 with a Sign and there other without any sign, almost on the same street. I understand now you rent offices where businesses can meet customers. This has caused me to miss an appointment and incur in additional charges, just because Reception Staff being very unhelpful.

I don't understand what is the point of a Reception if the personnel are not helpful to customers. What is the point of having a reception and charging the businesses for it? The lack of customer's service, the staff laziness, discrimination and dismissal is incredible. I was blamed for being at the wrong building, even though I went to the Reception and ask for the Doctor that I wanted to see. Apparently I was blamed for not knowing that D. M. was not at the Princess Exchange Regus Building and this was MY DUTY, not THE RECEPTION to know as he doesn't know who rents the offices/run businesses, even though it was the reception and he was the Centre Manager (but he doesn't know who occupies his office space!)

The basis of any reception, to know who occupies the building and if a business is there, inform the business a customer is waiting or if the business isn't there, inform the customer. Otherwise, why to have a reception at all? I would have gone office to office to find it myself and I would have done a better job!

After being totally lost in Leeds City Centre and asking people as well as using Google Maps, I arrived to a building where there was a sign of Regus. Who could image there was 2 Regus Offices very close to each other?

As protocol, I went to the Reception and I gave the name of the D. M. and my appointment time 14:15, M.(the centre Manager - so he said he was) barely looked at me and without asking me for my name or any other information, he indicated me to sit and wait. 45min later, I went back to the reception and indicate that I have been waiting for 45 min and nobody had attended me. M. (the Centre Manager) went to check and finally came back and indicated that there was not such Doctor and asked to see my appointment, then he spotted that I was at the wrong building.

Unfortunately, by the time I got to the right Regus building, it was too late and I have missed my appointment, however I'm sure I have been charged for my missed appointment as one is always charged for miss private appointments, all because M. could not check if D. M. had an office in the building.

I went back to the Regus at Princess and I requested to put a complaint about the service received at the Reception. At this point, M. again continue being useless and lazy refused to provide me with the details on how to put a complaint about him, I asked to speak to his Manager, then he said he was the manager, then I asked for his full name, he refused, I asked for his job title, he refused.

After insisting, M. decided to provide me with the email so I could write a complaint, as his handwritting wasn't clear, an N could be confused as a U and other letters weren't very clear, I asked him to write it again, then he refused and call security, I refused to leave without knowing the process as to put a complaint for his behaviour, I even said if it was necessary, they could call the police as I wasn't leaving the building without the information I needed to put a complaint (His Job Title, Name and How to put a complaint). Finally the information was provided as the Security Guard encourage him to provide me with such information.

The treatment I have received plus the additional expenses, I request an apology plus you to cover any expenses incur due to M. lack of interests on customers.

I hope to hear from you soon.