Retail workers in the UK are facing growing levels of intimidation, aggression and unwanted filming, new research reveals.
79% of shop staff have had to deal with an abusive or violent situation in the past year compared to 77% in 2025, and 54% are targeted weekly, up from 43% last year and 33% in 2024, according to the data from the Retail Trust’s Let’s Research Campaign.
There has also been a rise in the number of shop staff reporting being filmed without consent by mobile phones or smart glasses (from 30% in 2025 to 38% in 2026), and 23% have experienced a physical attack, such as being kicked or hit.
The impact of abusive incidents means 70% feel stressed or anxious about going to work, and 48% admit abuse has made them want to quit their job, up from 43% in 2025.
Benedict, a 45-year-old who owns two shops in south London, said:
“We have definitely seen an increase in abuse in our stores. When we opened our town centre store 10 years ago, there were about two to three instances of abuse per week. Now it’s two to three every day.
“We regularly see customers swearing at staff. A couple of young female staff were spat on and received abuse when they asked a shoplifter to hand over the items in his jacket. We’ve had a couple of young female staff leave as people will say they’ll wait for them outside when they finish their shift. It can be very scary for them. It’s another reason why it’s difficult to retain staff. It’s difficult anyway in retail but this doesn’t help the situation.
“I face it as well. There was a time last year when I tried to retrieve a stolen wine bottle from a shoplifter and he started attacking me and hitting me with it. I had to have stitches on the back of my head. It’s very disheartening coming to work and not knowing what kind of day it’s going to be.”
Supported by the Association of Convenience Stores, shopworkers’ union Usdaw and the National Business Crime Centre, the Retail Trust Let’s Respect Retail campaign has launched with events to protect retail workers from abuse and violence.
It includes an open letter signed by several retailers.
“We believe that sometimes it’s the small things that can make a real difference,” the letter says. “A little patience. A thank you. A hello. They remind us that we’re dealing with another person, not just someone behind a till or delivering a parcel.
“This Christmas, let’s all make an effort to bring respect back to shopping. Whether we’re working, shopping or simply passing through our local high street, we all have a part to play.
“Not just for Christmas, but because everyone deserves to be treated with respect, every day of the year.”
Calls for shoppers to “start with hello” are being displayed in stores, shop windows, cinemas and shopping centres, with an advert shown in train stations and Heathrow Airport.
Chris Brook-Carter, chief executive of the Retail Trust, said:
“Retail is one of the few places where millions of strangers still interact face-to-face and there has been a disturbing shift over the last few years where behaviour that would once have been considered completely unacceptable is increasingly being seen as part of the job. This is damaging people’s confidence, destroying morale and driving good people out of a sector they once loved.
“Most people do the right thing, but when a minority don’t, the rest of us have a role to play in making sure shop workers still feel seen and valued. No one should face abuse at work and respect can start with something as simple as looking someone in the eye, showing a little patience or simply saying, ‘hello.’”
Helen Dickinson, chief executive of the British Retail Consortium, added:
“No one should go to work fearing for their safety, yet the Retail Trust’s findings are a stark reminder that violence and abuse against retail workers remain endemic.
“The BRC is proud to support the Let’s Respect Retail campaign ahead of the busy Christmas period, reminding us all that starting with a simple ‘hello’ and showing a little kindness can make a world of difference to the people behind the counter. The three million who work in retail tirelessly to serve our communities deserve it.”
Theo Paphitis, chairman and owner of Ryman, Robert Dyas, Boux Avenue and London Graphic Centre, said:
“After almost 50 years in retail, I can tell you that what keeps store teams going is a genuine love for their work, their customers, and their communities. My long-standing colleagues are proof of that dedication.
“I applaud the Let’s Respect Retail campaign because kindness isn’t optional, it’s essential and our retail colleagues deserve a positive work experience. Small moments go a long way, and right now, our high streets and hardworking store colleagues need that positivity more than ever.”
