Abuse is not just a problem in transportation as one in four retail workers physically assaulted on the job

Retail crime in the UK is worsening, with a quarter of retail staff reporting that they have been physically assaulted while at work.

A recent report from the Retail Trust revealed that nearly half of retail employees (44%) experience abuse or attacks on a weekly basis — a 10% increase compared to last year.

A separate YouGov survey commissioned by the Trust found that one in three members of the public had witnessed a shop worker being treated rudely or abusively over the past 12 months.

Chris Brook-Carter, chief executive of the Retail Trust, described the trend as deeply concerning: “What was once occasional frustration has become routine abuse.”

Safety Measures Increasing but Abuse Persists

Retailers are investing heavily in staff safety, spending £1.8 billion last year — a 50% increase from 2023 — on measures including CCTV, security personnel, and body-worn cameras. Yet despite these investments, the problem shows little sign of abating.

The impact on employees’ wellbeing is significant, with many leaving the sector due to the stress and trauma of abuse. Michael, a 25-year-old former store manager from Dundee, explained the toll it took on him: “I’ve had nightmares, panic attacks, and flashbacks because of the abuse I experienced. I loved working in retail, but I left in January because it was affecting my mental health.”

He added: “We frequently dealt with shoplifters, and when I intervened, I was shouted at, spat on, punched, and kicked. On top of that, people would look down on us just because we worked in retail. We faced daily abuse from all sides.”

Legislative Changes Underway

As part of the Crime and Policing Bill currently progressing through Parliament, assaulting a retail worker is set to become a standalone offence carrying a maximum prison sentence of six months.

Brook-Carter noted that while this legal change will help police tackle serious incidents, it may not address the everyday hostility and disrespect workers face: “Making assault a specific offence is important, but it won’t stop the constant rudeness and contempt that retail staff encounter on every shift.”

Stephanie, an employee at an independent store in Conwy, Wales, said abuse has increased alongside the rise in online shopping, as customer expectations of in-person service grow. Brits are among the heaviest online shoppers in Europe, spending an average of £1,993 per person annually, according to e-commerce firm MobiLoud.

She said: “Expectations for how quickly shopping should be done in person have completely changed. In the past year, it’s got significantly worse. It makes you feel invisible — like you’re nothing to them.”