Tag: Freedom From Fear campaign

Scottish retail workers speak out about violence, threats and abuse

Usdaw highlights the link with shop theft

Retail trade union Usdaw has launched shocking statistics from its UK-wide annual survey during this year’s Respect Week, which runs from 10-16 November. Usdaw members are raising awareness of the union’s year-round ‘Freedom from Fear’ campaign and talking to the public to promote a message of ‘respect for retail workers’.

Interim results from over 3,000 retail staff across the UK show that in the last twelve months (change from last year):

·       71% (-6) have experienced verbal abuse.

·       48% (-5) were threatened by a customer.

·       9% (-1) were assaulted.

Scottish voices from the frontline: 

These are some of the comments Scottish retail workers shared when responding to Usdaw’s survey:

Central Scotland: “I got a knife pulled on me and was cut on the hand holding it away from him trying to stab me.” – “Sexual harassment, threats of violence for challenging theft and abusive behaviour, name calling.”

Glasgow: “Refused a customer alcohol because they were intoxicated – screamed abuse at me, told me I was a jobsworth.” – “Headbutted and pushed by customer.” – “Verbal abuse, called names, threatened to be hit etc.”

Highlands and Islands: “I have been spat on, called a faggot and loads of other names.” – “Pushed and threatened by shoplifter trying to steal spirits.” – “Customer shouting, throwing items and aggressive behaviour.”

Lothian: “Rude language, swearing, raised voices, intimidating behaviour.” – “Punched by an angry customer.” – “Customer threatened to cut us like fish. Every day, we have verbal abuse. Called names – cow, slag etc.” – “Told me to f**k off.”

Mid-Scotland and Fife: “Pushed, verbally harassed, customer gotten in my face.” – “Verbal abuse, cussing, homophobic and threats of harm.” – “Been swore at, sexual comments, followed to car.” – “Aggressive over being ID’d, stock thrown at me.”

North East Scotland: “Called an ignorant b*tch by a customer who was refused a refund.” – “Pushed by a customer in anger over prices.” – “Shouting, swearing, threatened with bottle person was stealing.”

South Scotland: “Coupons ripped up and thrown at me.” – “Hit by item of food. Threatened with a gun.” – “Customers swearing and threatening me when they have no receipt, can’t get a refund, have waited in the queue for too long.”

West Scotland: “Refused underage sale, tried to punch me.” – “Older man shouting at me at night to distract me so someone else could steal.” – “Called awful names, threatened to follow me after work.”

Tony Doonan – Usdaw regional secretary for Scotland says: “Retail workers deserve far more respect than they receive and these experiences from Scottish retail workers make very difficult reading. 

“This year’s UK-wide annual survey interim results show a welcome, but slight, downturn in the level of incidents retail workers are experiencing while doing their jobs. However, it remains shocking that nearly three-quarters of those working in retail are regularly facing abuse from customers, with far too many experiencing threats and violence.

“Violence and abuse is not an acceptable part of the job and much more needs to be done to protect retail workers.

“We were delighted to have won the campaign for a protection of workers law in the Scottish Parliament, but that is the beginning – not the end. We have to ensure that the legislation is central to tackling a growing wave of retail crime, and Usdaw looks forward to working with Police Scotland to make that happen.

“This week, Usdaw activists will be campaigning in their workplaces and communities calling on the shopping public to ‘respect retail workers’ and ‘keep your cool’, particularly in the run-up to Christmas when the number of incidents increases as shops get busy and customers become frustrated.

“This is a hugely important issue for our members, and they are saying loud and clear that enough is enough.”

Scottish shopworkers speak out after an Usdaw survey finds that violence has more than doubled in the last year

Retail trade union Usdaw has today (13 March) launched shocking statistics from their annual survey of over 5,500 retail staff showing that 18% of shopworkers suffered a violent attack last year, compared to 8% in 2022.

The increase in assaults comes during an epidemic of retail crime with official stats and reports from retailers showing significant increases in theft from shops. Usdaw’s survey shows that levels of violence, threats and abuse all increased compared to pre-pandemic figures. In the last twelve months (pre-pandemic levels in brackets, from the 2019 survey):

·       70% (68%) have experienced verbal abuse.

·       46% (43%) were threatened by a customer.

·       18% (5%) were assaulted.

Full report: www.usdaw.org.uk/FFFReport2023

These findings follow similar trends to recent reports from British Retail Consortium and the Association of Convenience Stores.

Both retail trade associations found significant increases in violence and abuse against shopworkers alongside much higher levels of shoplifting, which is costing the industry £3 billion in lost stock and security measures.

Scottish voices from the frontline: 

These are some of the comments Scottish shopworkers shared when responding to Usdaw’s survey:

Central Scotland: “Customer wasn’t happy about something and took it out on me with shouting.” – “Most abuse when asking for ID for age identification.” – “Customer wasn’t sold alcohol and became verbally aggressive, they left but I felt shaken.”

Glasgow: “Shouting at me, getting in my face, calling me names, saying I’m useless, swearing, using derogatory female terms.” – “Pregnant member of staff got assaulted with a solar light.” – “Attacked in the car park finishing shift.”

Highlands and Islands: “Have been pushed and punched.” – “Called horrible name and barged past by a customer who I asked to leave because he is barred for shoplifting.”

Lothian: “Threats to stab us, wait for us to finish etc.” – “Customers who are drunk issuing vague threats, personal insults.” – “Touched by a male customer, he got angry, called me a rat and a lesbian because I didn’t want to be touched.”

Mid-Scotland and Fife: “Verbal abuse daily, at Christmas get threats.” – “Threatened to get punched and verbal abuse.” – “Challenging shoplifters on a daily basis and dealing with antisocial behaviour.” – “Grabbed me from behind.”

North East Scotland: “Customer said they liked my hair then pulled it.” – “Intentionally swung his basket at me after being told the alcohol aisle was closed.” – “Swearing directed towards me when asking shoplifter to leave the store.”

South Scotland: “Abuse from youths on a daily basis – threats and violence from shoplifters under the influence of drink and drugs.” – “Customer spit in my face after assaulting security.” – “Hit with packs of cakes and called a fat lazy cow.”

West Scotland: “Hit in the face by a drunk man with a basket.” – “Someone tried to hit me with a bottle.” – “Shouted at about queues, items not in stock or wanting a refund on an item that has been used and no receipt.”

Paddy Lillis – Usdaw General Secretary says: “It is heart-breaking to hear these testimonies from Scottish shopworkers who deserve far more respect than they receive. Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by retail staff.

“No-one should feel afraid to go to work, but our evidence shows that too many retail workers are. It is shocking that nearly a fifth of our members working in retail are being 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. Our latest survey results show that 7 in 10 retail workers suffered abuse from customers, with far too many experiencing threats and violence. Theft from shops and armed robbery were triggers for 61% of these incidents.

“Violence and abuse is not an acceptable part of the job and much more needs to be done to protect shopworkers. We were delighted to have won the campaign for a protection of workers law in the Scottish Parliament, but that is the beginning not the end. We have to ensure that the legislation is central to tackle a growing wave of retail crime and Usdaw looks forward to working with Police Scotland to make that happen.”

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