Leanne Gildea, 32, said she had been left “frustrated” after being refused access to a shopping centre’s toilets as she did not have a bank card to pay the 35p fee
A mum was left “disgusted” after what happened to her in a shopping centre with her two daughters.
Leanne Gildea, 32, from West Derby, in Merseyside, visited St John’s Shopping Centre with her two daughters aged 6 and 18 months. But she was left feeling “embarrassed” and “frustrated” after being refused access to toilets at the shopping centre as she did not have a bank card to pay the 35p fee.
The family had planned a day out to a museum in Liverpool’s city centre but decided to travel to Southport for the day. As she waited for a friend before travelling, Leanne thought it would be a good time to take her children to the toilet before the journey.
Ensure our latest headlines always appear at the top of your Google Search by making us a Preferred Source. Click here to activate or add us as your Preferred Source in your Google search settings.
READ MORE: NHS says ‘itchy skin’ with other key signs could indicate cancerREAD MORE: Ryanair and easyJet passengers warned not to pack three items to avoid baggage fees
But when she arrived at the St John’s toilets, located next to the food hall, she found they were card-payment only. Leanne said she only had cash and offered to pay, but was refused entry. Leanne said she felt “disgusted” at being turned away and said the situation was particularly difficult as her 6-year-old is incontinent. Her daughter takes medication for the condition.
Leanne told the Liverpool Echo: “I thought I’d change [the children] before the journey to Southport. But when I got there, I realised it was card payment only and I only had cash. I offered the cash and I was still refused. They usually let you leave the money on the side and let you go in. My oldest daughter has never been able to go to the toilet properly.
“I take a whole backpack of clothes with me because she doesn’t understand when she needs to go. She’s too old to be changed on my knee like a baby in front of everyone in St John’s while people are having their dinner. She needs privacy and that’s what she was refused. It was really frustrating. I don’t think you should have to pay to use the toilet.”
The mum said a staff member did not offer access to a disabled toilet and that she chose not to explain her daughter’s medical situation at the time. Leanne said a member of the public eventually offered to pay the charge so she could access the facilities.
“Luckily someone offered to pay for us on his card but I was really embarrassed,” she added. “If that man hadn’t offered to pay, my little girl might have had to sit the whole way to Southport in dirty clothes.”
A spokesperson for St John’s Shopping Centre said: “We are genuinely sorry to hear about this situation, particularly given that it involved young children and a child with additional medical needs. That is not the experience we want anyone to have at St Johns. Our toilet facilities were fully refurbished in 2014, and a small usage charge was introduced at that time.
“The charging model has therefore been in place for approximately 12 years. The decision was made to help offset the significant ongoing costs of maintaining high standards of cleanliness and safety, and to address previous issues of misuse that had affected the condition of the facilities and the experience for families and shoppers.
“The toilet facility charge is 35p per visit with the accessible toilet always available free of charge. All revenue collected is reinvested directly into cleaning, maintenance and monitoring to ensure standards are consistently maintained. The facilities operate on a card-only system. This approach supports a safer and more hygienic environment for both customers and staff, removing the risks associated with cash handling and improving operational efficiency. We no longer have the ability to accept cash payments.
“Paid facilities are common across a number of city centre destinations, including other shopping centres. Our on-site teams are empowered to exercise discretion in circumstances involving young children, accessibility requirements or urgent needs. In addition, we provide a range of complimentary services to support our community, including sensory toys, adult changing facilities and emergency feminine hygiene products, all available free of charge to ensure customers are treated with care and dignity.
“We are already in communication with the customer and are reviewing this specific case internally to ensure our guidance is being applied appropriately. We remain committed to providing a safe, clean and inclusive environment for everyone who visits the centre.”
