Skip to content
Search
AI Powered
Latest Stories

Usdaw reveals shocking details of abuse against retail staff

Retail worker facing verbal abuse and threats at the checkout

Usdaw report highlights rising retail crime and violence

Shocking details of racial and sexual abuse have emerged in retail trade union Usdaw's annual crime survey, which also reports increasing number of shop thefts. The report also shows that violence continues to remain at "double the pre-pandemic levels".

Based on the survey of nearly 10,000 retail staff, Usdaw's report released today (5) shows that shoplifting has nearly doubled since the pandemic and rose by 23 per cent last year.


The survey also found that while the situation has improved since the exceptionally high levels during the pandemic, abuse, threats and assaults remain higher than pre-Covid levels in 2019.

Usdaw’s survey of 9,481 retail staff found that in the last twelve months, most retail workers (77 per cent) experienced verbal abuse, while half (53 per cent) reported to have been threatened by a customer. About one in ten were assaulted.

Some of the incident mentioned in the report highlights the kind of abuse that retail workers have to face at their workplace.

The report notes that the leading cause of customer frustration is short-staffing.

Shoplifting increased significantly during 2024, with the police and employers both recording higher levels of incidents, and this is reflected in it being a major flashpoint for abuse of retail staff.

Enforcement of the law remains a considerable issue for retail staff, particularly alcohol sales and other age-restricted products. A key argument for a protection of retail workers law is that legislators passing laws should offer suitable protection for those who are enforcing them, states the report.

Harassment is relatively low among the whole sample, but the survey found that racial harassment among all non-white workers is 48 per cent and is slightly higher at 52 per cent for non-white women. One-third of women under 27 suffered sexism.

The report mentions some of the comments shop workers shared when responding to Usdaw’s survey.

"Homophobic comments, threats to hurt me because I refused a sale, mocking me when asked for ID. I was once held up at knifepoint. Often told to f**k off," stated one worker.

“Sworn at regularly, particularly by young customers when asked for ID for cigarettes and energy drinks. Had bottles of medicine thrown at me.”

"Daily personal insults. Swearing because I can’t sell them alcohol because they’re drunk. One squared up to me and threatened me with physical violence," states the report citing a statement from a retail staff.

Commenting on the survey's findings, Paddy Lillis – Usdaw General Secretary, says that no-one should feel afraid to go to work, but our evidence shows that too many retail workers are.

"It is shocking that over three-quarters of our members working in retail are being abused, threatened and assaulted for simply doing their job and serving the community. They provide an essential service and deserve our respect and the protection of the law.

"Our members have reported that they are often faced with hardened career criminals and we know that retail workers are much more likely to be abused by those who are stealing to sell goods on.

"Theft from shops and armed robbery were triggers for 66 per cent of these incidents. Violence and abuse are not an acceptable part of the job and much more needs to be done to protect shop workers. So, we are delighted that the Government has listened and last week introduced the Crime and Policing Bill into the House of Commons, with measures to address these significant issues.

“We now look forward to a much-needed protection of retail workers’ law; ending the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; and funding for more uniformed officer patrols in shopping areas, along with Respect Orders for offenders.

"We will review the details for the provisions and look forward to engaging with the Government as the Bill goes through Parliament, with the first debate and vote due to take place on Monday.

“Scotland has had a protection of shop workers law in place since 2021, after Labour’s Daniel Johnson MSP promoted the legislation, and it has already been used in around 10,000 incidents. The Northern Ireland Executive has agreed to introduce similar measures in due course.

"After many years of campaigning alongside retail employers, it really now feels like governments are listening and taking action to give all retail workers across the UK the protections and respect they deserve.”

These findings follow similar trends to recent reports from British Retail Consortium, which found significant increases in violence and abuse against shop workers alongside much higher levels of shoplifting, which are costing the industry £4 billion in lost stock and security measures.

Helen Dickinson, Chief Executive of the British Retail Consortium, stated that Usdaw’s findings are another appalling reminder of what so many people working in our industry can face.

"No one should go to work fearing for their safety, and yet our most recent crime survey showed incidents of violence and abuse soaring to record levels. A confrontation may be over in minutes, but for many victims, their families and colleagues, the physical and emotional impact can last a lifetime.

"We owe it to the three million hardworking people working in retail to bring the epidemic of crime to heel, and we look forward to seeing the crucial legislation to protect retail workers enacted as soon as possible.”

More for you

Hammer-wielding robber targets Bottesford store
Photo: iStock

Hammer-wielding robber targets Bottesford store, cigarettes stolen

Staff at a Bottesford store were threatened with a hammer during a brazen robbery last week, Leicestershire Police said.

The incident, which occurred just after 10:30 am on 12 March, saw a male suspect enter a shop on Grantham Road and brandish the weapon before jumping over the counter. He then proceeded to steal a quantity of cigarettes before fleeing the scene in a silver Volkswagen Tiguan.

Keep ReadingShow less
Ilford North traders protesting the disposable vape ban
Vape products are displayed for sale on October 27, 2024 in London, England
Photo by Alishia Abodunde/Getty Images

Retailers concerned over disposable vape ban

Heavily criticising the upcoming disposable vape ban, traders in Wes Streeting's constituency of Ilford North have raised the concern that the new law will hurt small businesses and will backfire badly as the product will be available illegally even after the ban.

According to a recent survey by We Vape, 95 per cent of UK traders believe the ban will hurt small businesses.

Keep ReadingShow less
​ Nisa retailer Benny McClave retires after years of service

Nisa retailer Benny McClave

Nisa

Brookeborough Nisa retailer retires after 45 years of service

After 45 years of dedicated service to the Brookeborough community, independent retailer Benny McClave is retiring from his beloved Nisa store.

A fixture of the village in Northern Ireland, ‘Benny’s Shop’ has been more than just a convenience store - it has been a cornerstone of the community, a place where friendships were formed, and countless memories were made.

Keep ReadingShow less
Employment Rights Bill passed in the House of Commons, promising fair work, stronger unions, and better protections for UK workers.
Photo: iStock

Employment Rights Bill passed by House of Commons

Employment Rights Bill has been passed at all its stages in the House of Commons and will now be considered in the House of Lords.

The landmark legislation seeks to end unfair employment practices and make work more secure.

Keep ReadingShow less
Highland Spring

Highland Spring Group secures Bank of Scotland and Barclays backing

Highland Spring secures £50m funding to fuel £200m sales target

Highland Spring Group, leading UK producer of natural source waters, said it successfully completed a competitive process to refinance its business.

The company has announced that the Bank of Scotland and Barclays, as its funding banks, will provide support as it progresses towards its stated ambition of £200 million sales by 2030.

Keep ReadingShow less