A mother from Merseyside has spoken out about a deeply embarrassing incident at a shopping centre, where she was denied access to public toilets because she did not have a bank card to pay a 35p fee. Leanne Gildea, 32, from West Derby, described feeling "disgusted" and "frustrated" after the ordeal, which occurred during a day out with her two young daughters.
Toilet Access Denied Due to Card-Only Payment System
Leanne was visiting St John's Shopping Centre in Liverpool with her daughters, aged 6 and 18 months, before travelling to Southport. She intended to use the toilets, located next to the food hall, but discovered they operated on a card-payment-only system. Despite offering cash, she was refused entry, leaving her stranded with her children.
Daughter's Medical Condition Adds to Distress
The situation was particularly distressing because Leanne's 6-year-old daughter is incontinent and requires medication for the condition. Leanne explained that she carries a backpack of spare clothes due to her daughter's needs, and the lack of access to a private toilet forced her to consider changing her child in a public area, which she found humiliating.
"My oldest daughter has never been able to go to the toilet properly," Leanne told the Liverpool Echo. "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."
Public Intervention and Centre's Response
Fortunately, a member of the public stepped in and paid the 35p fee using his card, allowing Leanne and her daughters to use the facilities. However, Leanne expressed embarrassment over the incident and concern about what might have happened without that assistance.
In response, a spokesperson for St John's Shopping Centre apologised, stating they were "genuinely sorry" to hear about the situation, especially given the children's involvement. They explained that the card-only payment system was introduced in 2014 to offset maintenance costs and address previous misuse issues, with revenue reinvested into cleaning and safety.
Centre's Policies and Discretionary Measures
The spokesperson noted that while the standard toilet charge is 35p, accessible toilets are always free. They emphasised that on-site teams have discretion to assist in cases involving young children, accessibility requirements, or urgent needs. The centre also offers complimentary services like sensory toys and adult changing facilities.
"We are already in communication with the customer and are reviewing this specific case internally to ensure our guidance is being applied appropriately," the spokesperson added, reaffirming their commitment to a safe and inclusive environment.
Broader Implications for Public Facilities
This incident highlights ongoing debates about paid public toilets and accessibility in urban areas. Leanne argued that toilets should not require payment, especially for families with young children or individuals with medical conditions. The centre's policy reflects a common trend in city centres, but critics say it can exclude those without bank cards or in urgent need.
As shopping centres and other public spaces modernise payment systems, balancing operational efficiency with inclusivity remains a challenge. This case underscores the need for clear policies and staff training to handle sensitive situations compassionately.
