One in four shoppers witness physical or verbal abuse of shop staff

Nearly a quarter of the UK population (23%) has witnessed the physical or verbal abuse of shop staff in the last 12 months, according to the British Retail Consortium’s (BRC) latest Opinium survey.

These incidents have included acts of racial or sexual abuse, physical assault or threats involving weapons, the data revealed.

Customers in London witnessed the most incidents of physical or verbal abuse at 30%. Nottingham and Liverpool were close second at 29%, with Manchester at 27% of customers.

It follows the Association of Convenience Stores Crime Survey 2025, which estimated over 59,000 incidents of violence last year and 1.2 million incidents of verbal abuse.

Meanwhile, 80% of Scottish retailers said violence against staff has risen over the past year, according to the Scottish Grocers’ Federation’s latest Crime Report 2025. 

The government is taking action to address retail crime through the new Crime and Policing Bill. Retailers hope this will play a vital role in protecting retail workers from harm and tackling the surge in theft, said the BRC.

“Seeing incidents of theft or abuse has become an all-too-common part of the shopping experience for many people,” said Helen Dickinson, CEO of the BRC. ”While an incident can be over in a matter of seconds, it can have life-long consequences on those who experience it, making them think twice about visiting their local high streets.

“Criminals are becoming bolder and more aggressive, and decisive action is needed to put an end to it. The Crime and Policing Bill is a crucial step in providing additional protections to retail workers.”