Receiving a complaint about an accessibility issue on your website can catch business owners off guard—especially if the site has already been made accessible, or if the page in question seems fine at first glance.
It's important to understand that such a complaint isn't a disaster; it's an opportunity to fix issues that need attention and ensure your site continues to meet legal requirements. The right process starts with a thorough examination of the complaint, moves into professional remediation, and ends with a clear response to the user who reported it.
How do you verify the issue actually exists?
The first step is to navigate directly to the exact page or component mentioned in the complaint. Often, the problem is a pinpoint bug caused by a small code change, a new banner, or a plugin update. It's crucial to try to replicate the experience of the user who reported it:
- Are they using a screen reader?
- Is it a color contrast issue?
- Is a certain button not responding to keyboard input?
Sometimes accessibility complaints stem from different behavior across browsers or devices. So check on both mobile and desktop, and test outside of edit mode as well. Once you pinpoint the exact source, it becomes much easier to determine whether you're dealing with a genuine issue or a misunderstanding on the user's part.
What do you do if there really is an accessibility problem?
When you identify a real accessibility issue, you need to address it right away—whether it's simple or complex.
This might mean fixing a missing HTML tag, adding alternative text to an image, correcting a heading hierarchy, adjusting color contrast, or fixing form behavior issues. More complex problems might involve interactive components that don't provide adequate feedback to screen readers.
After the fix, verify that the problem is truly resolved by conducting a follow-up test—ideally using both automated testing tools and manual testing.
We recommend checking other pages to ensure no similar issues have been introduced elsewhere.
Why should you involve a web accessibility expert?
When an accessibility complaint comes in, it's wise to engage a web accessibility expert.
A professional will know how to verify whether the claim is justified, discover any additional issues that may have developed over time, and ensure every fix meets standards requirements.
More importantly, an accessibility specialist should audit your entire site to confirm it's fully accessible. If one issue has surfaced, it's worth investigating whether other problems exist.
How do you respond to someone who complained about an accessibility issue?
After fixing the problem, it's important to follow up with the person who reported it and provide a clear, respectful response.
Thank them for bringing it to your attention, confirm that the issue has been addressed, and briefly explain what adjustment was made. This approach demonstrates professionalism and shows that your business takes user experience seriously. You may also find that a thoughtful response defuses tension and allows you to resolve the issue without further dispute.
If there's a delay in resolution due to technical investigation or the need for consultation, keep them updated and let them know when they can expect a full answer. Full transparency prevents frustration and reinforces user trust.
Should you really conduct a broader accessibility audit after fixing one issue?
Not always—but usually, yes. When an accessibility problem appears on one page, similar issues may exist elsewhere. You don't want to wonder if you've missed something.
A broader review lets you catch problems before they become additional complaints. Plus, it helps keep your site in good working order and ensures it remains accessible for all users, now and in the future.