Dating in general is hard, dating as one with a disability is a whole new level of hard. I think the service's response is well-intentioned even if woefully ignorant. Surely the UK has laws similar to ADA and protected classes?
But maybe if there were more disabled people on dating platforms, they could - say - match them together, or perhaps abled people would become less prejudiced. I found an able-bodied partner, after all, who isn't resentful of my limitations.
I also wonder how well they tried to match their disabled clients before. If the matchmakers themselves are ableist, they might not be giving it their all.
The article seems to imply that the journalist was "refused service" because of their disability.
That does not seem to be the case. My understanding of the email was that the journalist was given a choice to proceed with the service after being informed that it's not likely to lead to a successful outcome.