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Retail employers share Usdaw concerns about violence, threats and abuse against shopworkers

Retail trade union Usdaw has today (10 March) launched shocking statistics from their annual survey of over 7,700 retail staff showing high levels of verbal abuse, threats and assaults.

10 March 2023

0 min read

The survey found the number of incidents has come down since the exceptionally high levels during the pandemic, but remain higher than pre-Covid levels in 2019. In the last twelve months (pre-pandemic levels in brackets, from the 2019 survey):

  • 74% (68%) have experienced verbal abuse.
  • 49% (43%) were threatened by a customer.
  • 8% (5%) were assaulted.

The full report can be found at: www.usdaw.org.uk/FFFReport2022

These findings followed the same trend as the annual retail crime survey published by the British Retail Consortium last week. The trade association for retail also found that violence and abuse against shopworkers is now higher than pre-pandemic levels. The survey also revealed the total cost of retail crime stood at £1.76 billion in 2021/22.

Helen Dickinson, Chief Executive of the British Retail Consortium, said: “Usdaw’s findings are another appalling reminder of what so many retail workers are subject to. It is a basic right to go to work without fear, and yet our most recent crime survey showed there are 850 incidents of violence or abuse each day. A confrontation may be over in minutes, but for many victims, their families and colleagues, the physical and emotional impact can last a lifetime. To make the UK a safer place to work, the police must prioritise adequately resourcing retail crime.”

ACS chief executive James Lowman said: “There is no excuse for abuse of our retail colleagues, but it is still a regular occurrence for thousands of people working in shops across the UK. We’re working with the Home Office, Crimestoppers and thousands of retail outlets across the country on the ShopKind campaign to remind customers to be kind to store colleagues and to each other, and continue to call on Police and Crime Commissioners to make retail crime a priority in their local plans.”

Paddy Lillis – Usdaw General Secretary says: “No-one should feel afraid to go to work, but our evidence shows that too many retail workers are. It is shocking that nearly three-quarters of our members working in retail are suffering abuse from customers, with far too many experiencing threats and violence. While Covid triggers for abuse, such as face masks and social distancing, have gone; the level of incidents faced by retail workers is now higher than before the pandemic.

“Violence and abuse is not an acceptable part of the job and too many shopworkers suffer all too often. We still need better co-ordination to ensure that retail employers, police and the courts work together to make stores safer and give staff the support and confidence they need. Most of all, we ask the public to support our campaign by respecting shopworkers.”

Notes for editors:

Usdaw (Union of Shop, Distributive and Allied Workers) is the UK's fifth biggest trade union with around 360,000 members. Most Usdaw members work in the retail sector, but the union also has many members in transport, distribution, food manufacturing, chemical industry and other trades.

Final results of the Usdaw 2022 survey, based on 7,752 responses, show that (last year’s results in brackets): 74.26% (89%) were verbally abused, 49.25% (63%) were threatened. 7.92% (12%) had been assaulted. 40.88% said violence, threats and abuse caused them anxiety at work and 29.97% are now considering changing job.

Comparison 2019 2020 2021 2022
Abuse 68% 88% 89% 74%
Threats 43% 61% 63% 49%
Violence 5% 9% 12% 8%

Usdaw’s Freedom from Fear Campaign seeks to prevent violence, threats and abuse against workers by engaging the public, shopworkers and the Government. www.usdaw.org.uk/Campaigns/Freedom-From-Fear

For Usdaw press releases visit: http://www.usdaw.org.uk/news and you can follow us on Twitter @UsdawUnion