1. Our commitment
We want everyone to be able to use our shop, join our events and use our website. We know we cannot change every feature of an older building, so this statement is honest about what is and is not easy, and about what we can do to help.
We are covered by the Equality Act 2010. That means we must not discriminate against disabled people and must make reasonable adjustments to how we provide our services.
2. The shop floor
Our shop is at 4 Cavendish Walk, Bolsover, Derbyshire, S44 6DB. Trading cards, retro games, consoles and accessories are sold from the shop floor and the trade-in counter.
- We keep aisles and walkways clear so far as we can. If you need more room, tell a member of staff and we will move things.
- Staff will bring items to you, read labels or prices, and help you reach displays.
- We can take you through a purchase or trade-in at a quieter point of the counter, or at a time that suits you.
- Assistance dogs are welcome.
- Tell us if you need information in a different format, for example read aloud, larger text or written down.
If you are not sure whether our entrance, doors or layout will work for you, ask us before you visit. Contact details are on ggentertainment.co.uk.
3. The upstairs gaming room
The gaming room is upstairs and is reached by stairs. This is a limit of the building, and it means the room may not be reachable for some wheelchair users and people who cannot manage stairs.
We will do what we reasonably can to make sure that does not stop you taking part:
- Where we can, we will set up a play space on the ground floor on request. Tell us before you come so we can plan it. It may not always be possible, for example during a busy event or where the game needs a lot of space.
- Staff will carry bags, decks, cases and other items up or down for you.
- If you are able to use the stairs but find them hard, staff can help with your belongings and give you time.
- We can talk through events with you in advance, including the layout, how long the event runs and where the seating is.
- We can offer quieter times in the gaming room for people who find crowds, noise or bright lights difficult. Ask us when these are.
- Breaks are always fine. You can step away from a match or tournament round, and we will discuss with the organiser how to handle it.
- A friend, carer or personal assistant can come with you. Tell us if you would like them to sit with you.
Our Stairs and Access Risk Assessment and our emergency procedures take account of people who need help to leave the building. If you may need help in an emergency, tell us so we can plan with you.
4. Events, tournaments and release nights
Busy events are louder and more crowded than normal. If you need an adjustment, such as a seat near an exit, extra time to play, written rules, or to arrive before the crowd, ask when you book or speak to staff on the night. We will not charge extra for an adjustment.
5. Our website
Our website is ggentertainment.co.uk. We aim for it to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA. We build and update it with this in mind, including clear headings, readable text and colour contrast, descriptions for images, forms that can be used by keyboard, and pages that work on phones.
Our aim is not a guarantee. Some pages, older content or third-party tools such as card payment screens may not yet meet the standard. If you cannot use part of the site, tell us and we will help you another way, for example by taking your order or booking in store or by contact form.
6. Online sales and click and collect
If you cannot use the website to order, we can help in store. If you use click and collect, tell us if you need your order brought to you, or want someone else to collect it on your behalf. We will agree how to check who is collecting.
7. Feedback and complaints
If you find something hard to use, or you think we could do better, please tell us. You can speak to a member of staff in the shop, or use the contact details on ggentertainment.co.uk. We will:
- listen, and take what you say seriously
- tell you what we can do, and what we cannot, and why
- keep a record so we can improve over time
If you are unhappy with our reply, you can use our Complaints Procedure (POL-25). You may also contact the Equality Advisory and Support Service for advice about discrimination.
8. Our staff
Our staff are told about this statement and about our Equality, Diversity and Inclusion Policy (POL-22). The Managing Director, Richard Allison, is responsible for this statement. We review it every 24 months, and whenever we change the layout of the shop or the gaming room, or add new services.