A partially sighted woman from Garston has vowed never to return to a family restaurant after her guide dog was refused entry for the second time in six months.

Emma Handford has made an official complaint to Nando’s after being turned away from the St Albans restaurant on Thursday.

Ms Handford, who also has limited hearing, had planned to visit the Chequer Street restaurant with her guide dog Odene for lunch to celebrate a colleague’s birthday.

However after asking for a table, she was told by the duty manager that the restaurant had a strict no dogs policy, including guide dogs.

The 26-year-old said: "I think it is shocking that they didn’t have a clue.

"Some people don’t know but you expect there to be some sort of training - before they get to a managerial position they should know the laws regarding disability.

After a heated discussion with the duty manager Ms Handford asked to speak to head office and spoke to the restaurant’s general manager over the phone who apologised for the mix up and said she could go in.

However Ms Handford, of Falcon Way, and her colleague claim they were made to feel uncomfortable by staff and decided to leave and dine elsewhere.

She said: "In some places you are treated like a VIP if you have a guide dog but in other places you get treated like the lowest of the low."

The NHS employee had a similar experience five months ago, and it wasn’t until she had spoken to the company’s head office that she was shown to a table.

She said: "I didn’t make a complaint the first time as I thought it was just a one off - but for it to happen twice."

A spokesperson from the popular chain said: "We are sorry for any distress caused to Ms Handford.

"We pride ourselves on delivering an excellent level of service to all of our customers and are disappointed to say that, on this occasion, we failed to meet expectations.

"While our restaurant staff do receive training about customers with guide dogs, we are taking steps to communicate this more clearly in our training process."

Davis Cowdrey, campaign manager for the charity Guide Dogs, said: "Guide dog owners such as Emma rely on their dogs for mobility and independence.

"However we regularly receive complaints that guide dog owners have been refused access with their dogs, which can be very distressing."