Guidance on our Symbols

Below we tell you what we are looking for in your answers and what evidence we will be taking into account.

  • In the form, there is a question that relates to each symbol
  • It is important that you provide full answers and as much evidence to back your answers up as possible.
    • Sections left blank will be assumed to be not requested so even you if you provide a general overview elsewhere in the form the symbol will not be issued and correcting it will reflect a £5 reprint fee
  • If we cannot link your answers to the medical information you have provided and the evidence you submit we will not be able to confirm a symbol

What the symbols mean

Tap on a symbol to learn more about what the symbols mean and what evidence you need to provide.

Please note – evidence we may not take into account as they provide little or no detail relating to an individual’s specific needs:

  • Confirmation of appointment letters
  • Christmas Bonus letters
  • Information provided by non-professionals (friends/family)
  • Blue Badges
  • ESA Confirmation Letters
  • Documents that are in an editable format such as Microsft word or PDFS generated from editable documents

The evidence we can consider

There is no automatic entitlement to an Access Card based on a rate of benefit for example. Please see below for guidance as the what we can take into account for your application coupled with a good description of your access requirements
  • Any supporting evidence you can provide such as;
    • Confirmation of Disability Living Allowance, Personal Independence Payment, or Attendance Allowance
      • This must be recent and clearly show the Name and Address of the recipient
      • This must clearly show the rates of Mobility and Personal Care / Daily Living components you have been awarded
      • We cannot take into account Covid Extension letters, ESA, UC, Blue Badges, Appointment Letters or Christmas Bonus letters
    • A letter from a medical professional aware of your needs
      • This must be recent and clearly state the diagnosis and impact of your conditions described in your application.
      • This must be on surgery/official headed paper.
      • Confirmation of diagnosis alone for conditions with variable impact may not be enough to process your application
    • We may be able to take a variety of other documents into account such as occupational health reports, care plans, OT assessments.
      • If you would like to discuss what other information we can take into account on your application please let us know
If you do not have any of the above to hand and would like to receive a form from us for completion please submit an application and we can discuss this directly with you.
The forms we have for completion are only used as a last resort for those who do not have any other relevant supporting documentation, as it is very common that medical professionals will charge you to have these completed.

Click this link for a plain text version of this information

  • Standing
  • Access
  • Distance
  • W.C.
  • Dog
  • Support
  • Visual
  • Hearing
  • Misc

Standing and Queuing

This symbol is awarded to people who find standing and or queuing a substantial barrier to accessing services. This may include individuals who physically cannot stand / queue for any significant amount of time or people that have an issue with understanding the concept of queuing.

Wheelchair Access

This symbol is for people who require wheelchair accessible facilities / have to have level access as they are unable to do even a small number of steps.

We do not add the standing and queuing symbol for wheelchair users as if a queue is accessible this should present no problems. If a queue is not accessible then this should be addressed by a venue as an adjustment related to the need for level access


If you have difficulty moving yourself more than short distances this is the symbol for you. We have no strict definition of what distances are involved as it will be for you to discuss this with providers and they will let you know how they might be able to meet your needs. We do however need to see information that confirms you have a medical condition that has a significant impact on the distance you can move.

You might also get this symbol if you are a wheelchair user that is unable to self-propel distances. You would not get it if you are a powered wheelchair user or if you are unable to self-propel at all – in this case, we would consider the +1 symbol as providing the solution for you

Urgent Toilet Needs

For people with continence issues, we have the W.C. Symbol. Providers on board are made aware that this means urgent access to any toilet without question. This might be an accessible toilet, it might not.

If you only need the use of an accessible toilet this is covered with the other symbols or the award of an Access Card itself.

Assistance Dogs

Our Assistance Dog Symbol is awarded once we receive official documentation stating the dog has gone through training in order to be able to support you at events and venues/other unusual environments/circumstances.

We’re afraid that this is unlikely to include emotional support animals and recommend you take advantage of the support provided by an essential companion which may covered by our +1 symbol

Essential Companions

This symbol is awarded to people for whom it would be significantly difficult for them to access services without support from another person.

You must be able to show that the support you need is substantial, significant or frequent; directly related to your needs as a disabled person and without it you would receive a lesser service.

It may mean an essential companion ticket or it may mean a provider will offer additional support from their own staff.

The support needed must be in excess of what could be reasonably expected of family/friends already accompanying you and must be due to disability-related needs.

For children; whilst we do not question that your child may need a certain amount of support when out and about we are unlikely to award the +1 symbol where they would otherwise be required to be in direct supervision and guidance by a parent or other family member.

Visual information

For people who find accessing visual information a barrier.

This may include people with visual impairments who require alternative formats / guidance.

Audible Information

This symbol relates to people have difficulty accessing or processing audible information.

It may be relevant to Deaf people or those with hearing impairments.


This category is for everything thing else and providers are encouraged to seek more information directly from you about how they might be able to support specific needs not otherwise identified on the card. For example photo sensitive epilepsy.

This symbol will trigger a provider to ask for specific information from you about how you will access their service.