Abuse of Customer-facing Workers

Debate between Chris Evans and Gordon McKee

Wednesday 17th June 2026 Westminster Hall

[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.