Abuse of Customer-facing Workers

Chris Evans Excerpts

Wednesday 17th June 2026 Westminster Hall

[Chris Evans (Caerphilly) (Lab/Co-op)]

I beg to move,

That this House has considered the matter of tackling abuse against people in customer-facing roles.

It is a pleasure to serve under your chairmanship, Mrs Hobhouse. I declare an interest as the chair of the all-party parliamentary group on customer service. I am proud to speak on this issue as a Co-operative party Member of Parliament. For many years, the Co-operative party has been at the forefront of tackling abuse against retail workers. It has worked closely on the issue with the Union of Shop, Distributive and Allied Workers. I had hoped to see a member of the union in the Public Gallery, but they have not yet made it.

The sector is encumbered by appalling levels of aggression, harassment and violence. The British Retail Consortium estimates that 1,600 such incidents take place across the UK every day; 118 of those involve physical violence, and 36 involve a weapon. Sadly, many employees have had an experience—ranging from being followed home at night to being knocked unconscious by a shopping basket—that made them fear for their life. Those facing such violence are ordinary hard-working people, often with families they are supporting at home. They deserve kindness, respect and the guarantee that they will return home safely from work.

In the light of the overwhelming pressure, the Government have begun to take steps to address the issue. The response has been fronted by the introduction of a stand-alone offence of assaulting a retail worker, established by the Crime and Policing Act 2026. Those found guilty of the new offence can be sent to prison for up to six months, receive an unlimited fine and be barred from entering certain shops. Alongside that measure, the Government are rolling out facial recognition technology in public spaces and using tags to carefully track the movements of serial offenders.

Those policies have been warmly welcomed by campaigners, who believe they will curb the rising violence and bring attention to retail crime. The voices of our 3 million retail workers are finally being heard, after too many years of being ignored. We cannot, however, expect those voices to fall silent any time soon. They now call on the Government to ensure that the measures introduced by the Crime and Policing Act are successful. Therefore, I ask the Minister to explain how success will be measured. What criteria will her Department use to evaluate the policy and determine whether it adequately protects retail workers?

I am also keen to hear how the Minister interprets the BRC’s latest findings, which record a 20% decline in incidents of retail violence and abuse in the past year. To what extent does she believe that Government policy has contributed to that decline? Or does she believe it has come about due to heavy investment by retailers, improved staff training and closer collaboration with enforcement officials?

In addition, the police must make effective use of the stand-alone offence in order to reprimand criminals and deter would-be perpetrators. That will require a stronger police presence on high streets and at retail parks and shopping centres, as well as the continuing prioritisation of retail crime. I would be grateful if the Minister could explain how the Government are supporting police forces across the country to achieve that. What challenges may be posed as the policing framework evolves in the next two years?

[Jayne Kirkham (Truro and Falmouth) (Lab/Co-op)]

This is a really important debate. In Falmouth and Truro, we have a lot of abuse of shop workers in connection with shoplifting. An issue in the past has been that people think they are immune if they shoplift something worth less than £200. That is changing and the police will now arrest those people. Will my hon. Friend deal with that different way of tackling shoplifting, which often comes with a level of abuse and violence these days?

[Chris Evans]

I agree with my hon. Friend. One of my first jobs was working on a fruit and veg concession in Kwik Save. Kwik Save is no longer on the high street, but I still remember the scourge of shoplifting there, and the fear of approaching would-be shoplifters owing to the threat of violence. Very often these are low-level crimes. We write them off as nothing, but they can lead to larger problems in society. We need to crack down on that, and I hope the Government will give some indication on that today. I will try to develop that point as my speech goes on.

[Adam Dance (Yeovil) (LD)]

The staff at St Michael’s Co-operative in Yeovil have reported to the police more than 100 incidents of shoplifting a week, but the police presence still is not forthcoming. Do you agree that rural police forces need a lot more funding?

[Chris Evans]

Absolutely. We need more funding and we need more police on the beat. It is vital that we treat these cases seriously. There is a serious underlying threat of violence if would-be shoplifters are approached. Shop and retail workers need the assurance that when they call the police, they will come out and take the incident—including any threat that came with it—seriously. I particularly understand that threat in rural areas. A shop owner might decide to close down, leading to the end of what might be the last shop for miles around. It is imperative that we do something about this, particularly in rural areas.

Will the Minister meet representatives of USDAW to discuss how the Government can empower workers to speak out and report incidents of abuse? I want the measures introduced by the Government to successfully tackle retail crime. They have the potential to transform the lives not only of shop workers, but of every person in a customer-facing role. I say that because, should the Government’s legislation be successful, it must be implemented across all sectors.

As chair of the all-party parliamentary group on customer service, I work closely with the Institute of Customer Service. The team there have campaigned tirelessly against the abuse of all frontline workers through their “Service with Respect” campaign.

[Danny Beales (Uxbridge and South Ruislip) (Lab)]

I thank my hon. Friend for securing this important debate. He is touching on broader sectors, and he is exactly right that this is an epidemic across public-facing and customer-facing roles. I recently went to a GP surgery where receptionists told me they deal with sometimes weekly incidents of racial abuse. They showed me windows that had been smashed by patients who were unhappy about the service they were receiving. It feels as though there has been a cultural shift in what people deem to be acceptable behaviour towards, for example, ticket guards at stations and receptionists. Recently, a member of staff at our hospital was seriously attacked. Does my hon. Friend agree that the Government need to send a clear message that these behaviours are not acceptable and properly resource the police to crack down on these incidents?

[Chris Evans]

I will develop that argument further, but there is nothing more depressing than seeing a sign saying, “Abuse of staff will not be tolerated,” and we seem to see them everywhere now. That was not a sign we saw before. I think things have changed since lockdown. People seem angrier and more aggressive, but by shouting at people in these types of roles, particularly at GP surgeries, they are just stopping vital medical care getting to people who are ill and may need to be transferred to hospital. It has to stop.

[Gordon McKee (Glasgow South) (Lab)]

My hon. Friend is being extremely generous with his time, and he is making an important speech. At a supermarket in Muirend in my constituency, there is a strong connection between other criminal actions—particularly shoplifting—and abuse of staff and sometimes physical violence towards staff. Do you agree that the UK Government must work with the Scottish Government and the police to ensure that we take a co-ordinated approach to resolving all retail-related crime, because that often leads to abuse of shop workers?

[Chris Evans]

My hon. Friend is absolutely right; we need a co-ordinated response, including across Wales, Scotland and Northern Ireland. At the end of the day, this abuse does not stop at the border. It does not happen because someone is Scottish or English; it happens everywhere, and we should have a co-ordinated response from the four Governments of the United Kingdom to address it. He is absolutely right to bring that up.

The “Service with Respect” campaign’s proposals would encompass 60% of the UK workforce, or around 18 million people. Of those, 42% say they experienced abuse from customers in 2025, up from 36% the previous year. Although these figures are alarming, they do not come as a shock to me. My first job was in a bookmaker’s. As a result, my first experience in a customer-facing role was marred by violence and constant abuse. I distinctly remember the undercurrent of aggression that ran through every shop that I worked in. That only intensified when I worked alone, and low-level verbal and physical harassment soon became the norm.

That is not isolated to betting shops in south Wales. Across the UK, 90% of staff have witnessed violence or threats of violence by at least one customer, and 75% have been told that they or their colleagues will be assaulted after leaving work—abuse is not confined to the workplace.

Before becoming an MP, I worked in a bank—for my sins—and banking is another sector in which employees routinely face abuse. They work directly with customers’ finances, often assisting them in times of stress and vulnerability. That can heighten tensions, increasing the likelihood that meetings will escalate into harassment, intimidation and threats of violence. Indeed, data collected from UK Finance members suggested that 10,503 incidents of abuse were directed at bank and building society staff in 2024. That is nearly double the figure in the previous year.

Risks encountered by customer-facing banking staff are often overlooked in debates such as this. Given the sector’s important role at the heart of our communities, I would welcome an explanation from the Minister as to why the amendment sought by UK Finance to the Crime and Policing Bill was not taken forward by the Government. That amendment would have extended the offence of assaulting a retail worker to the banking sector—a timely development amid the growing number of protests organised against banking staff.

Finally, I cannot ignore the scourge of harassment faced by public transport workers. In a survey of more than 600 RMT members, nearly two thirds had experienced customer violence in the past year. Of those, 70% agreed that abuse on public transport had increased on the year prior. For me, this is personal: both my mother and my stepfather worked on the valleys line and, sadly, abuse was part of their daily lives. In the light of the Crime and Policing Act, the RMT is campaigning with renewed vigour for the introduction of stronger legal protections for its members. At a station, a transport worker and a retail worker can be working in close proximity; nevertheless, if both are assaulted, they will be eligible for different levels of legal protection. That disparity is unacceptable.

In addition, the Scottish Government have pledged to create a stand-alone offence of assaulting a public transport worker. When that comes into force, those working on a service in Scotland will be afforded significantly stronger protections than those assaulted south of the border—even on the same train service. I hope the Minister will meet representatives of the RMT to discuss how that problem can be alleviated. If the Department requires more evidence before doing so, I urge it to create a cross-industry working group composed of transport professionals, the unions and officials from the civil service.

So far, I have highlighted the abuse faced by employees in just three sectors, but I could go on—to the call centre staff, the hospitality workers, the utility engineers or simply the caseworkers in our constituency offices—and we have yet to touch on the impacts of such abuse. The Institute of Customer Service reports that workplace abuse causes one third of employees to consider leaving their jobs and one quarter to take sick leave. When workers begin to disengage in that way, the services they provide suffer, the businesses they work for suffer and, ultimately, the communities they serve suffer. Incidents of abuse can have a debilitating effect on a workplace long after the perpetrators have fled and the immediate dangers have passed. In the most severe cases, staff are left with physical injuries, insomnia, post-traumatic stress disorder, anxiety or depression.

Neither the human nor the economic costs can be fully explained, let alone calculated. Although sick leave has been priced at £1 billion a year, the costs of replacing those who leave their roles, training new staff and undertaking legal proceedings push that figure far higher.

[Chris Bloore (Redditch) (Lab)]

I apologise for the intervention and congratulate my hon. Friend on securing this debate. He has touched on a point that I was talking about with my colleagues from USDAW in Redditch, which is the number of members they have lost from the workforce who are now on benefits or receiving support. They were chased out of the workforce due to their experiences, because we are not protecting people in their places of work, which are often their places of home and community as well.

[Chris Evans]

My hon. Friend should not apologise for making an intervention like that. He is absolutely on the point there. We forget about the economic and the human costs of this. It is costing the economy billions of pounds, which could be saved if we nipped it in the bud right now. I hope the Minister will address that when she winds up the debate. If the Department deems the stand-alone offence of assaulting a retail worker successful, will it extend that provision to encompass all other customer-facing roles? If an answer cannot be given currently, will she set out a timetable for a review process?

We are on the brink of real, tangible change. Vital protections for people in customer-facing roles are within reach, thanks to the efforts of the Co-operative party, USDAW, the British Retail Consortium, the RMT and the Institute of Customer Service, among others. Extending the stand-alone offence of assaulting a retail worker to all sectors would be transformative, vastly improving the lives of millions across the country, but that will be achieved only if this Labour Government continue to stick by the side of the workers and trade unions. These groups are the backbone of our economy and the heart of our communities. They must be protected with the full force of the law. I look forward to the Minister’s response. I know that she is level-headed and will come up with some good ideas. I thank her for listening.

[Wera Hobhouse (in the Chair)]

I remind Members that they should bob if they wish to be called. I also remind Members that they must always talk through the Chair. I know it is a little strange, but you have to address each other as “he” and “she”. I think I heard “you” three times.

--- Later in debate ---

[Chris Evans]

Again, I pay tribute to the Co-operative party, USDAW, the British Retail Consortium, the Institute of Customer Service and all the others who have worked so tirelessly and diligently to keep this issue on the political radar. The work they are doing is really important.

I also pay tribute to everybody who spoke in this debate, including the Front-Bench spokespeople for the Liberal Democrats and Conservatives, the hon. Members for Richmond Park (Sarah Olney) and for Weald of Kent (Katie Lam). It has been proved again that even though we may disagree about our methods, we all ultimately want the same thing: for people to go about their work in a safe manner and enjoy their jobs like they used to.

I also pay tribute to the Minister. I knew I would end up saying this, but the Minister really gets this issue, and I was encouraged by her comments. In particular, I am pleased that she has agreed to meet USDAW—I know she has already met it and the RMT. I know that the Crime and Policing Act is relatively new, as it passed only this year, and we have to see how it works out. I genuinely hope that it is successful, and I think it will be, but for legislation to be successful, it has to be properly enforced. I hope that will continue to happen across the country with various police forces. I obviously understand that the Minister has to see how the law pans out, but I am pleased that she has committed to looking again, at some point in the future, at bank staff and transport workers, who are also being abused on a daily basis.

I thank everybody who took part in this worthwhile debate. It has been harrowing in parts to listen to some of the examples. We have quoted an awful lot of statistics in this debate—we do in this place generally—but behind those statistics are families sending somebody out to work who will unfortunately be in the line of danger. I am hopeful that, with this legislation, we can bring about the change that is desperately needed.

Question put and agreed to.

Resolved,

That this House has considered the matter of tackling abuse against people in customer-facing roles.