Violence, threats and abuse against shopworkers remain deeply entrenched across the UK retail sector, with a majority of staff continuing to face hostile behaviour on the shopfloor, according to the latest Freedom From Fear Survey Report 2025 released by retail trade union Usdaw today (Marc h 18).
The annual survey paints a stark picture of frontline retail, showing that abuse is still a routine part of the job for many workers, despite some marginal improvements in recent months.
More than seven in ten retail workers reported experiencing verbal abuse over the past year, while nearly half said they had been threatened by customers. Alarmingly, around one in ten workers suffered physical assault while simply doing their job.
The report reinforces the growing connection between shop theft and violence against staff. Confronting shoplifers emerged as the top trigger for violence and abuse (reported by 68 per cent).
Enforcement of the law also remains a key trigger for abuse among retail staff (reported by 50 per cent), particularly when challenging the sale of alcohol and other age-restricted products. This is why it’s so important that the law offers protection for shopworkers who are tasked with enforcing it.
The survey also found rise in sexual and racial harassement of the people working in retail.
Usdaw described the figures as “shocking” and warned that, although there has been a slight decline compared to peak pandemic levels, incidents remain far higher than pre-Covid norms.
The union’s general secretary stressed that “far too many” shopworkers are still dealing with abuse, threats and violence on a regular basis, underlining the urgent need for stronger protections and enforcement.
Joanne Thomas, Usdaw General Secretary, states, "The scale of retail crime and abuse of retail workers continues to grow, impacting the industry, communities and our members.
"We have been closely following the passage of the Labour Government’s Crime and Policing Bill, currently at report stage in the House of Lords, and look forward to the Bill receiving Royal Assent.
"We will be calling for measures to be implemented as soon as possible to deliver the much-needed protection of retail workers’ law; end the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; along with Criminal Behaviour Orders."
During 2025, Usdaw conducted a separate survey into the experiences of retail home delivery drivers.
The Union surveyed over 400 retail home delivery drivers, working mainly in the grocery sector. The results of the survey clearly show that they face significant levels of abuse, threats and violence when undertaking their job role, comparable to their colleagues in retail stores.
- 77% of respondents had been a victim of abuse in the last 12 months. This is similar to the level of abuse reported by those who work in retail stores (78%).
- 13% had been a victim of physical violence in the last 12 months. This is slightly higher than the figure of 11% for members who work in a store.
- 26% of respondents reported that they had had to refuse a delivery due to fears for their own personal safety.
Thomas adds, "Usdaw continues to call for retail home delivery drivers to be included in the scope of protections in England and Wales. This year’s report includes evidence from our survey conducted during 2025 which demonstrates retail home delivery drivers are facing similar levels of abuse to staff in stores.
"We therefore continue to make the case that home delivery drivers, tasked with enforcing the law, must receive the protection of it. No one should feel afraid to go to work. Over the next year, we will be working with employers to ensure that legislation is being used by retailers to protect staff on the frontline."