Shop Worker Details Abuse Experience in Parliament
A shop assistant from London has recounted how abuse from a customer left her feeling "terrified" and "scared to go to work". Finnola Tzagorakis described being subjected to racial slurs and threats against her children during the incident.
She appeared in Parliament to share her experience as MPs debated ways to address abuse faced by individuals in customer-facing roles. The Home Office emphasized that tackling retail crime remains a priority.
MPs from various parties contributed examples of abuse encountered by workers across the UK during the Westminster Hall debate.
Tzagorakis, who also serves as a trade union representative for Usdaw, expressed appreciation for the attention the issue was receiving.
"He started shouting at me, he was threatening me, he was swearing,"she told MPs, describing the encounter after she offered assistance to a customer.
"He started saying racial remarks towards me. I started backing off to get away from that environment, then he started following me. He even threatened to go after my children.
It left my legs shaking. I was terrified, the next day I was scared to go to work. I shouldn't have to feel like that and nor should anyone else."
MPs Highlight Widespread Retail Abuse
The debate was led by Chris Evans, Labour MP for Caerphilly, who drew on his own experience working in a bookmakers and a bank to emphasize the severity of the problem.
Evans described the retail sector as burdened by "appalling levels of aggression, harassment and violence."
"These experiences range from being followed home at night to being knocked unconscious by a shopping basket.
Those facing such violence are ordinary, hardworking people, often with families at home. They deserve kindness, respect and the guarantee of returning home safe from work,"he added.
Jacob Collier, Labour MP for Burton and Uttoxeter, shared accounts from retail workers in his constituency.
"Probably the most horrific story that I've heard when I spoke to those workers, was one female colleague that was doused in liquid and threatened with a lighter,"he said.
Adam Dance, Liberal Democrat MP for Yeovil, called for increased funding for rural police forces, noting that a shop in his area had experienced over 100 shoplifting incidents weekly.
Legal Measures and Calls for Expanded Protection
The Crime and Policing Act 2026 established a standalone criminal offence for assaulting retail workers in England and Wales. Convictions can result in up to six months imprisonment and unlimited fines.
Evans urged authorities to enforce the law more rigorously and increase police presence in retail parks, high streets, and shopping centres.
He also advocated extending the legislation to cover other customer-facing roles such as those in rail, hospitality, and banking sectors.
Government Response and Future Considerations
Home Office minister Sarah Jones responded on behalf of the government, outlining measures including the use of AI tools, increased police deployment, and new regulations requiring investigation of all thefts, including those under £200.
"Abuse of shop workers would not be tolerated and the government would 'keep working until we tackle it'."
Regarding the possibility of extending the assault offence to other customer-facing roles, Jones explained the legislation was intentionally narrow to avoid "ambiguity in the courts."
"If this piece of legislation makes a marked difference, which we hope it will, then of course we need to look at whether it should apply elsewhere."
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