How a retailer and trade union partnered to tackle abusive customer behaviour towards staff
This case study reveals how a large UK retailer has been working with a trade union to create a safer and more respectful place for retail staff
This case study reveals how a large UK retailer has been working with a trade union to create a safer and more respectful place for retail staff
Find out how a large UK retailer has worked with a trade union to tackle abusive customer behaviour towards retail staff in stores and challenge public and worker perceptions about acceptable behaviour.
This case study, co-created by the CIPD and the University of Strathclyde, draws on findings from an Economic and Social Research Council funded project and shows how employers and trade unions can work together effectively to address issues of common concern.
It is particularly timely in view of the new legal obligations under the Employment Rights Act 2025 that came into force on 30 October 2026 for employers to take all reasonable steps to prevent workplace harassment, including from third parties. See our ERA 2025 Tracker for more on the law changes.
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