Tag: USDAW trade union

Scottish retail workers speak out about high levels of violence, threats and abuse

Usdaw launches new survey

Freedom From Fear Survey Report 2025

Retail trade union Usdaw has today (18 March) launched shocking statistics from its annual survey of Scottish retail staff, showing that abuse and threats remain at high levels.

With shoplifting having more than doubled since the pandemic, the survey found that abuse, threats and assaults remain higher than pre-Covid levels in 2019.

Usdaw’s survey of 1,062 Scottish retail staff found that in 2025:

·         76% were verbally abused.

·         50% were threatened.

·         11% were assaulted.

Voices from the frontline: 

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

·         “Asked a barred customer to leave: when turned round, got punched in face. Been screamed at multiple times for following policy and doing my job correctly.”

·         “Customer spat on me and verbally assaulted me when I refused a refund on an unwanted toilet seat, which had been opened and used.”

·         “Homophobic abuse, pushing and physical abuse. I get shouted at frequently and treated like a lesser being. I was punched in the face by a customer.”

·         “I have been threatened with stabbing, being assaulted and had many incidents of verbal abuse as the result of thieves and people who have been asked for ID.”

·         “Abuse usually happens at self-scan tills. Not enough staff, faults with machines, incorrect reductions, labels not printed correctly. Customers blame the staff.”

·         “Sexually touched when working on the shop floor. Customers lashing out when asked for ID. Physical and verbal abuse in and outside of work.”

Tony Doonan – Usdaw regional secretary for Scotland says: “It is difficult to read these testimonies from Scottish retail workers, but regrettably they are all too common, with nearly four in five retail workers suffering violence, threats or abuse.

“No-one should feel afraid to go to work. Retail workers provide an essential service and should be respected and have the protection of the law.

“Violence and abuse are 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 and employers to make that happen.”

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USDAW calls for attacks on retail workers and theft from shops to be given priority

RETAIL CRIME IN SCOTLAND CONTINUES TO INCREASE

Retail trade union Usdaw is concerned by the continued growing trend of shoplifting incidents, which have more than doubled since the pandemic, alongside a persistent decline in police ‘clear-up’ rates for the offence.

The union welcomes that the protection of retail workers law has been effective in nearly 8,000 assaults, but calls for greater priority to be given to retail crime.

Police recorded retail crime in Scotland:

  • Shoplifting increased from 20,557 during the pandemic to 44,730 last year (2024/5), which is a 118% increase and includes a 16% rise on the previous year (2023/4).
  • The ‘clear-up’ rate for shoplifting has fallen every year over the past 10 years from 74.6% in 2014/5 to 49% in 2024/5, an overall decrease of over one-third.
  • Since the Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Act 2021 came into effect on 24 August 2021, there have been 7,861 police recorded incidents of common assault of a retail worker. 

www.gov.scot/publications/recorded-crime-scotland-2024-25

Tony Doonan – Usdaw regional secretary for Scotland says: “Scottish retail workers suffer far too many incidents of violence, abuse and threats. No-one should feel afraid to go to work, but far too many retail workers are.

“Usdaw’s own survey shows that nearly 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.

“The scale of the epidemic of retail crime is laid bare in these shocking police recorded crime statistics. It is increasingly common for retail stores to be targeted by organised crime gangs stealing to order.

“This is in no way a victimless crime, with weapons and violence used to ensure these criminals are not stopped.

“Having to deal with repeated and persistent offences can cause issues beyond the theft itself, like anxiety, fear and physical harm to retail workers.

“Scotland’s protection of retail workers law has made a difference, having been used for nearly 8,000 assaults, but more needs to be done.

“We continue to work with retailers, the Scottish Government and Police Scotland to help ensure that legislation is fully utilised so that all retail workers receive the protection and respect they deserve.”