Jenni Pettican, 30, from Basildon, Essex, spent months planning her £16,000 wedding to ensure it was accessible. But on the day, the ramp she needed to reach her husband at the altar was missing, leaving her humiliated.
Ramp missing despite checks
On the morning of the wedding, Jenni personally checked the ramp for the gazebo. Staff later moved it to avoid blocking other wheelchair users, promising it would be back in time. But when she arrived at the aisle, the ramp had vanished.
She told the Mirror: "My heart just sank. The ramp had been left where they'd moved it, tucked inside the gazebo." Guests helped position it, but it was initially upside down and the wrong way round. Once fixed, she could finally reach her husband Ian.
Tainted memories
Although the disruption lasted only minutes, Jenni says it tainted the day. "I had 100 people watching me. It was a once-in-a-lifetime moment I'm never going to get back," she said.
She added that accessibility issues had emerged months before. She contested the venue’s plan to lock the only step-free route, saying she was told she could have it open only if she paid a higher deposit. "They tried to charge me more for accessibility," she claimed.
Complaint and venue response
Jenni lodged a formal complaint but says the venue failed to take responsibility. After she shared a video online, communication stopped.
Newland Hall, now under new ownership since 1 June 2026, said in a statement: "The current owners had no involvement... therefore are unable to comment." The new owners are committed to accessibility and are reviewing policies.
