Shop staff have warned they feel unsafe and are looking to quit the retail industry, as new research reveals one in three face weekly abuse from shoppers.
According to survey report by charity Retail Trust, 47 per cent fear of the retail staff for their safety and 39 per cent want to leave their jobs or the industry altogether due to the rise in violent and abusive incidents.
Nearly half (48 per cent) said they don’t get enough support from their employer to deal with the current levels of violence, threats and abuse. Among those who felt unsupported, the number of people considering quitting rose to 56 per cent while three quarters (73 per cent) said they feel unsafe as a result.
Affected workers have now been urged to take part in free skills training being offered by the Retail Trust in November. It aims to help shop staff across the country manage another expected rise in abusive behaviour during the busy festive shopping period.
The Retail Trust also found that most shop workers (80 per cent) and store managers (90 per cent) have faced abusive incidents at work, with 98 per cent verbally abused, a third (33 per cent) threatened with violence, 14 per cent physically assaulted and 10 per cent spat on. One in three experience this weekly.
64 per cent of those surveyed said this was triggered by them confronting a shoplifter. A further 57 per cent said they’d witnessed a product being stolen or damaged. More than half (55 per cent) said things had got worse in the last two years and nearly two thirds (63 per cent) said they now feel stressed and anxious going into work.
Further research for the Retail Trust’s respect retail campaign found that 29 per cent have received training from their employer over the last year to deal with abuse at work. 17 per cent of those who felt they’d been given the right support from their employer said they were considering quitting their job, significantly lower than the workforce as a whole or those without supportive employers.
But a quarter (24 per cent) admitted they don’t report incidents to their bosses, partly because they don’t think anyone will help, they don’t know how to, or because they have been put off by a previously unhelpful response from the police.
The Retail Trust is running free training sessions online and in London from 12 to 14 November, to arm hundreds of shop staff with new skills to manage challenging in-store situations this Christmas and deal with any difficult experiences. Retail workers can apply to take part by visiting retailtrust.org.uk/respect.
The Retail Trust’s respect retail campaign, backed by major retail companies including H&M, bp, Frasers Group and Holland & Barrett will also support businesses to bring in new measures to help staff and adopt a zero-tolerance approach to abuse.
H&M will donate the proceeds of its carrier bag levy during November to help the Retail Trust roll out its free training. Others supporting the campaign include the BRC and Usdaw.
The Retail Trust also runs a wellbeing helpline and offers counselling to shop staff in need, and works with more than 200 retailers to improve the mental health of their staff.
‘People are afraid to speak up’
“I have worked in retail all my life, since I left school, and have always loved the social aspect, but the last few weeks have been horrendous to the point where I have considered resigning,” admitted a sales assistant from Northern Ireland who spoke out on the condition of anonymity. “Two duty managers have resigned in the last two weeks because it was draining the life out of them. We can’t physically do any more, so morale is low.
“I thought things would calm down after the pandemic, but people have got into that habit of behaving this way so it’s now the norm. I have been in management conference calls, and nobody speaks up because they’re afraid of losing their job. An anonymous service that allows colleagues to feel comfortable about speaking up would help.”
‘The comments are so rude I’m left open-mouthed in shock’
A 27-year-old shop worker from Southampton said: “I used to work in a charity shop and didn’t have any issues but moving into mainstream retail three years ago was a revelation. I’m fairly capable of standing up for myself but sometimes the comments are so rude and inappropriate I’m left open-mouthed in shock.
“Luckily, my husband also works in retail, so he understands. He’s dealt with all sorts of violent incidents, like somebody high on drugs who went for a member of staff with a needle and my husband had to rugby tackle him to the ground.”
‘A shopper threw their dirty toilet seat at me’
"The first time I experienced customer abuse it totally threw me,” added a 32-year-old hardware store manager from London.
“We have a policy that we can’t refund or exchange toilet seats due to hygiene and a customer was upset. In her hand was her old, unclean toilet seat and when I explained the reasons why we can’t exchange, she threw it at me. Security told her to leave but it left me shocked. Last month I was told ‘the customer is always right’ but that’s not the case.”
‘Things have improved’
Others told the Retail Trust they had been lunged at, had somebody show them explicit photos on their phone, and had products thrown at them, but Matt, a 40-year-old manager of a clothing store from the West Midlands, said: “Two years ago, we noticed an increase in aggression and violence. We had two or three incidents where managers were assaulted. But things have improved in the last six months. We put that down to our feedback to head office and the new measures and processes we have put in place.
“We have de-escalation training for managers on how to deal with threatening customers and advice on tone of voice and body language for junior managers, to help colleagues feel mentally prepared. We hold regular wellbeing meetings with the team and if they’re off due to an incident, we look at what we can put in place to support their return, such as increasing guard coverage and enlisting an external security company. The debrief is vital so if something happens today, we talk about it as a team the next morning – what happened, what could we do differently?”
‘Thousands are considering leaving a job they love because they no longer feel safe’
“The incidents we hear about every day are both horrifying and heartbreaking,” said Chris Brook-Carter, the Retail Trust's chief executive. “People tell us they have been spat on, had products smashed up in front of them and been filmed on their phones by abusive shoppers who then threaten to post the footage on social media.
“Thousands are contacting us to say they’re now being forced to consider leaving a job they love and often have worked in for many years because they no longer feel safe there.
“This unacceptable behaviour will only get worse unless more people are empowered to speak up, better supported to deal with their experiences and most of all, get the protection they need. I believe that retail can still be an amazing place to build a career but we know that even just one terrible encounter can overshadow a hundred kind interactions.”
“As a charity, we’re working with more than 200 retailers and many are now taking this extremely seriously by introducing new support, security and dealing more closely with the police to report this criminal behaviour.
“We want to work with even more businesses going forward to stand together against this abuse. And I’d urge anyone who needs more help dealing with their experiences to call the Retail Trust’s wellbeing helpline or apply to take part in our free training during November.”
Helen Dickinson, chief executive at the British Retail Consortium, added: “Despite the huge investment by retailers to protect their colleagues and customers, violence and abuse against staff has continued to rise, reaching over 1,300 incidents a day.
“The latest findings by the Retail Trust are yet another reminder that we must redouble our efforts to tackle retail violence and that this is essential for healthier and happier workplaces. Ultimately, retail is an industry that relies on the amazing efforts of three million people, and we must do what we can to support them.”
Tracey Clements, vice president for mobility and convenience, Europe at bp, said: “bp has been working with the Retail Trust since 2022 and over the last few years we’ve been following the rise in crime and abuse incidents across the sector closely.
“Safety always comes first for us - and that includes psychological safety, alongside physical security. The tools and wellbeing support the Retail Trust has on offer have been invaluable for our store colleagues over this period.”
Henrik Nordvall, CEO, H&M UK & Ireland, said: “Every person has the right to feel safe in their workplace, and it is incredibly disheartening to hear the figures released today by the Retail Trust, that paint a picture of what retail workers across the country face on a daily basis.
“The retail industry employs 20% of the UK working population and offers incredible career opportunities for all, however the harsh reality of worker abuse must be addressed to ensure that our colleagues across the sector can reap the benefits and thrive in such an important industry.”
Convenience store body Association of Convenience Stores (ACS) today (30) has warned the Chancellor about the negative effects of the new National Living Wage (NLW) increase, a day after the Chancellor announced a pay rise for over 3 million workers next year, with NLW rates rising by 6.7 perc cent.
From April 2025, the NLW will increase from £11.44 to £12.21 while 18-20 National Minimum Wage will rise by £1.40 per hour to £10 - the largest increase on record, marking the first step towards a single adult rate.
ACS chief executive James Lowman said, “Our members are grappling with how to afford this inflation-busting increase in wage costs. The market remains tough, with many retailers reporting flat or declining sales while expenses like banking charges, credit card processing fees and energy bills are eating away at their profitability.
"More than ever, we need help from the Chancellor in the Budget. Without sustained and enhanced help on business rates, a reduction in National Insurance Contributions, and effective incentives to drive investment, our sector faces a challenging future. For some communities, this could mean the viability of their local shop is put at risk.”
Evidence provided to the Low Pay Commission by ACS earlier this year already found that to handle the increases in national wage increases, 53 per cent of retailers have reduced the amount they invest in their business, 53 per cent have been forced to increase their prices in store, and 47 per cent have had to take lower profits.
Baroness Philippa Stroud, Chair of the Low Pay Commission (LPC), stated that data already shows signs of employers finding it harder to adapt to minimum wage increases.
A Rossendale shop has had a licence bid rejected after repeatedly selling vapes to children and having illegal products on its premises.
Management at the Ibra Superstore at 34 Burnley Road, Bacup, have shown ‘no regard’ for children’s protection and safety, and have insufficient controls for licensing, Rossendale councillors have ruled.
Ibrahim Mohammad, director of the Ibra Superstore, had recently applied to Rossendale Council for a new premises licence. But the borough’s licensing sub-committee rejected his bid after a meeting which heard allegations from the police and trading standards officers.
The Burnley Road shop has been subject to various licensing changes and concerns in recent years. In the past, it was called Bacup Wines.
Ibrahim Mohammad, the applicant, attended the Rossendale licensing sub-committe meeting with his father,Amin Mohammad. Also there was PC Mick Jones, of Lancashire Constabulary, and Jason Middleton of Lancashire Trading Standards. Councillor Bob Bauld attended as an observer.
Mr Mohammad wanted a premises license for alcohol sales and opening hours from 8am to 11pm, seven days a week. He already had a personal licence. He said the Bacup shop would install a CCTV system, keep an incident log and a refusals record, check customers’ ages, display information about staff and give them regular training.
Trading standards officer Jason Middleton said Ibra Superstore Ltd was incorporated as a company in April 2023. Since then, trading standards had received 11 complaints about under-age sales and carried out visits.
Breaches included non-compliant vapes being found which broke a 2ml limit on the quantity of nicotine-containing liquid, no age checks and no information on display.
During one visit, Amin Mohammad tried to leave with a bag containing 10 illegal vapes. In test purchases by trading standards, an ‘Elf Bar’ vape was sold to a 14-year-old by Amin Mohammad and an illegal Hayati Pro Max vape to a 13-year-old by Ibrahim Mohammad. The shop claimed a phone call distracted staff during the 13-year-old’s purchase and illegal vapes came from ‘a man in car’.
Councillors heard different speakers, looked at written reports and also some video footage from the applicant. But they rejected the premises licence bid.
Giving their reasons, they stated: “There was a repeated history and pattern of behaviour regarding under-age sales of age-restricted items, such as tobacco products and vapes to children. You must not sell vapes to anyone under the age of 18. This is a criminal offence which the council takes very seriously.
“It is clear you breached the law by failing a test purchase operation in which you sold an illegal vape to an under-age child. The sub-committee feels that you have no regard to the protection and safety of children.
“The sub-committee feels that there is insufficient management control at the premises. There is no credible system to prevent under-age sales of age-restricted products and no measures in place to avoid harm to children and to prevent crime and disorder
“Therefore, given the number of incidents, the circumstances surrounding the incidents and the fact that the matter involves safeguarding issues relating to young, vulnerable minors, we consider that the seriousness of the incidents and the crimes committed against young children undermines the licensing objectives to prevent crime and disorder, and protect children from harm.”
The shop has the right of appeal to a magistrates court within 21 days of the date of the notice.
SPAR North of England retailer Dara Singh Randhawa’s family store has been awarded £100,000 of free stock after hitting all his targets since moving to the symbol.
Dara and his family, who have their SPAR store in Patrington in the East Riding of Yorkshire, joined SPAR through its association with James Hall & Co. Ltd in August 2023 having taken the decision to maximise the store’s potential.
It is a decision they have not looked back on, with sales increasing by up to 25% and margins also showing significant uplift in the last 12 months.
Key to the store’s improved performance is the complete overhaul of products available in-store, particularly the fresh food range, to better support people who live in Patrington and the surrounding area.
A new store layout and refrigeration, better Food To Go and meal deal options, a coffee machine, and a Calippo slush machine were also installed during a major refurbishment prior to launch.
Dara said: “Our move to SPAR has been excellent. We have seen fantastic sales uplift and the support from the team at James Hall & Co. Ltd has been brilliant. The £100,000 of free stock is the cherry on the cake.
“We have been very impressed with the Price Locked promotions, in particular. These give customers confidence to do bigger shops with us as they see value on our shelves and the products at the same prices for longer.
“At times over the summer when tourists and visitors to the area add trade, we have seen sales £6,000 a week higher than our average. This is against a backdrop of the popular caravan park in the village being closed almost all year.
“We are really pleased with the position we are in, and we will be looking to achieve more in 2025.”
Peter Dodding, Sales Director at James Hall & Co. Ltd and Chairman of the SPAR Northern Guild, said: “Congratulations to Dara and the Randhawa family on hitting their targets and earning £100,000 of free stock.
“We recognise switching brand is a big decision for a retailer which is why this isn’t a gimmick, and we offer this to all retailers who join the SPAR family with James Hall & Co. Ltd.
“As well as our £100,000 incentive, we also offer retailers the chance to achieve up to an additional £5,000 of free stock if they successfully refer a friend.
“These opportunities provide additional motivation to retailers alongside the comprehensive benefits that joining the SPAR brand brings with it.”
James Hall & Co. Ltd is a fifth-generation family business which serves a network of independent SPAR retailers and company-owned SPAR stores across Northern England six days a week from its base at Bowland View in Preston.
The government has on Wednesday announced its acceptance of the Low Pay Commission’s (LPC) recommendations on the rates of the National Minimum Wage (NMW), including the National Living Wage (NLW).
The rates which will apply from 1 April 2025 are as follows:
NMW Rate
Increase (£)
Percentage increase
National Living Wage (21 and over)
£12.21
£0.77
6.7
18-20 Year Old Rate
£10.00
£1.40
16.3
16-17 Year Old Rate
£7.55
£1.15
18.0
Apprentice Rate
£7.55
£1.15
18.0
Accommodation Offset
£10.66
£0.67
6.7
The recommended NLW rate is expected to equal two-thirds of median earnings and to have the highest real value in the history of the UK’s minimum wage. The increase in the 18-20 Year Old Rate narrows the gap between that and the NLW, in anticipation of the adult rate being extended to 18 year olds in future years.
“The government have been clear about their ambitions for the National Minimum Wage and its importance in supporting workers’ living standards. At the same time, employers have had to deal with the adult rate rising over 20 per cent in two years, and the challenges that has created alongside other pressures to their cost base,” Baroness Philippa Stroud, chair of the LPC, said.
“It is our job to balance these considerations, ensuring the NLW provides a fair wage for the lowest-paid workers while taking account of economic factors. These rates secure a real-terms pay increase for the lowest-paid workers. Young workers will see substantial increases in their pay floor, making up some of the ground lost against the adult rate over time.”
Stroud admitted that the data show some signs of employers finding it harder to adapt to minimum wage increases.
“The tightening of the labour market since the pandemic has unwound, but the overall picture is similar to 2019. The economy is expected to grow over the next year, although productivity growth remains subdued,” she noted.
Business secretary Jonathan Reynolds said:
Good work and fair wages are in the interest of British business as much as British workers. This government is changing people’s lives for the better because we know that investing in the workforce leads to better productivity, better resilience and ultimately a stronger economy primed for growth.
The recommended increase in the 16-17 Year Old Rate restores that rate to its original value relative to the adult minimum wage. In line with previous recommendations, the Apprentice Rate will remain equal to the 16-17 Year Old Rate.
SPAR UK has announced the appointment of Michael Fletcher as its new managing director.
Fletcher spent 22 years at Tesco plc, where he held numerous senior commercial roles in the UK, Ireland and Asia. He joined Co-op Retail in 2013 where he held the position of chief commercial officer before moving on to become CEO of Nisa Wholesale, a role he held until 2022.
Since leaving Nisa, Fletcher has taken on several non-executive director and board advisory roles. He is also the founder and chief executive of Sleet Brush Limited, where he focuses on designing and implementing innovative solutions to complex retail and wholesale challenges.
“Michael has outstanding credentials in commercial, retail and FMCG sectors, with experience across various trading environments,” Nick Bunker, non-executive chair, SPAR Food Distributors Ltd, said.
“His professional capabilities and high standards consistently drive excellent business performance and operational resilience. We are delighted with his appointment and look forward his lasting and positive contribution to the SPAR business.”
Fletcher added: “SPAR is a globally recognised and respected brand, and I am thrilled to join the team. I look forward to supporting the ongoing strengthening and development of the SPAR proposition in the UK.”