BRC Survey Shows Retail Crime at Crisis Levels

06-02-2025

Retail Crime `Spiralling out of control`

The latest annual British Retail Consortium Crime Survey shows that retail crime is now at its highest level on record. Read our latest blog to learn more.

The widely respected British Retail Consortium (BRC) Crime Survey is an annual report providing valuable insight into crime trends affecting the UK retail sector. Survey data is gathered from retailers covering a variety of crimes including theft, violence, abuse of retail workers along with fraud and cybercrime. The report highlights the ongoing impact of crime on the retail industry and retails workers.

The survey collects data regarding shoplifting and financial losses experienced by retailers due to customer theft as well as instances of employee theft and fraud. Reports of violence and abuse, including verbal abuse suffered by shop workers, are also collated.

The growing financial impact of crime on retailers is also addressed, including both the cost impact of crimes along with the cost of crime prevention measures they are putting in place. Police response to crime reports is another key aspect of this important survey.

Retail Crime at its Highest Level on Record

Figures from this latest crime survey show that retail crime is now at its highest level on record. Here are some of the worrying metrics from this latest survey:

Incidents of violence and abuse toward shop workers escalated to over 2000 per day in 2023/24, up from 1300 in the previous year. This is now more than three times higher than it was in 2020 when 455 incidents per day were recorded.

61% of retail survey respondents stated their satisfaction with police response was low. Only 3% said that police response had been ‘excellent’, 6% rated police response as ‘good’ and 29% assessed the police response as ‘fair’.

Theft is indicated to have reached an all-time high with over 55,000 incidents per day. This totals over 20 million retail theft crimes per year, costing retailers around £2.2 billion in 2023/24, up from £1.8 billion in the previous year.

Retailers are now investing £1.8 billion in crime prevention measures. In combination with other costs this makes to the total cost of crime £4.2 billion per year, up from £3.3 billion.

Violence and Abuse of Retail Workers

The latest figures show that incidents of violence and abuse toward shop workers are now more than three times higher than they were in 2020. Reported incidents include physical assault, threats with weapons as well as racial and sexual abuse.

Retail workers are often subjected to shouting, threats and swearing from worryingly aggressive customers. A shop worker in London, for example, was physically assaulted after refusing to sell alcohol to someone who couldn’t present valid ID. The requirement for shop workers to verify the age of customers before selling them certain items is often the cause of abusive or violent incidents.

Discriminatory abuse based on race or gender are very common experiences for retail workers. An increasing number of retail workers have reported being racially abused.

Physical assaults on retail workers are also escalating. Many shop workers have reported being pushed, slapped or punched, often in response to confrontations over suspected shoplifting or issues with refunds. In some severe cases retail workers have been threatened with weapons including machetes, knives and bottles.

As well as facing physical and verbal abuse numerous shop workers have reported experiences of intimidation and harassment. Some have faced threatening and aggressive customers, both inside and outside the store. Workers have been followed, stalked and harassed causing feelings of fear and anxiety.

Organised retail crime gangs are also reported to have been responsible for many incidents of violence and intimidation. Shop workers who attempt to prevent theft have encountered violent retaliation, threats and aggression.

These experiences have a serious impact on retail workers. Facing up to violence and intimidation has a long-term psychological impact and can cause depression, anxiety and fearfulness. Many retail workers have reported feeling unsupported by both the police and their employers.

Retail Theft at an All-Time High

Last autumn the British Independent Retailers Association (Bira) published their own Retail Crime Survey report that showed the same, highly concerning assessment of escalating retail crime, including violence and assaults on staff. The report showed that more than 78% of independent retail businesses had experienced theft over just 12 months.

The Bira CEO, Andrew Goodacre stated:

“We’re seeing a sustained increased in criminal activity, coupled with reduced police response. Our members are caught in the crossfire, and it’s clear that current measures are failing to protect them.”

The scale of retail theft varies from individuals stealing just a few items to organised crime gangs brazenly emptying shop shelves. Thieves frequently target high value electronics including smartphones, gaming consoles and tablets. In one case a gang stole more than £1 million worth of iPhones from a warehouse in London.

High end, expensive designer clothing that can be easily resold on the black market is another favourite target for organised criminal gangs. Crime gangs will often target high-end fashion outlets to steal popular handbags, clothes and shoes.

Large quantities of alcohol and tobacco have also been stolen by organised thieves. Raids have been carried out on supermarkets and convenience stores including a store in the Midlands that was subjected to a ram-raid using a stolen vehicle. Criminals made off with thousands of pounds worth of tobacco.

Distraction thefts have now become increasingly common. Shop staff are purposely distracted by a commotion while other gang members steal tobacco, alcohol or other easily resold valuables.

High end beauty and healthcare products are another favourite target. Perfumes and skincare products that can be readily resold on the black market are often stolen. In one case a gang was arrested for stealing over £100,000 worth of cosmetics from a number of stores in the South East.

The high resale value of baby formula has made this product another favourite target for organised criminal gangs. Large quantities have been stolen and then resold on the UK black market or exported to other countries.

A common crime experienced by garages is fuel theft, wherein the criminals simply fill their tank and then drive off without paying. These crimes often involve the use of fake, cloned number plates or stolen vehicles. And thieves have also been responsible for syphoning off large quantities of valuable fuel from garages, depots and delivery lorries.

Retailers’ returns polices are another way in which organised criminals exploit retailers. A common tactic is to steal items from one store and then return them to another branch to get a refund.

Organised retail crime (ORC) also includes large scale theft operations in which organised crime gangs target delivery vehicles and warehouses, stealing large quantities of valuable goods. For example, £500,000 worth of whiskey was stolen from a distillery in Scotland.

Another form of large scale theft carried out by organised crime gangs is the targeting of multiple stores in a single night. Angle grinders are often used to break into multiple stores, all at the same time, minimising the likelihood of police being able to effectively deal with all incidents.

Retailers Combatting the Retail Crime Wave

The latest BRC crime survey shows that retailers are heavily investing in crime prevention, spending £1.8 billion over the previous year on a variety of measures including CCTV, the employment of security staff, anti theft devices and body-worn cameras. Inevitably, the costs of these measure need to be passed on to consumers via higher store prices.

Sadly, the costs involved in crime prevention will be too much for some retailers who will be forced to close. This will have a detrimental impact on employment and communities where these often independent stores are located.

Staff training and support is now recognised as a priority by many retailers. Retail workers are being trained in de-escalation techniques and provided with tactics to effectively and safely deal with challenging situations. Improvements to reporting systems also help staff feel more supported and help ensure incidents are recorded accurately. Some retailers are also investing in mental health support to help staff who have been subjected to violence, abuse and intimidation while at work.

Body worn cameras on shop staff are now becoming increasingly common. These useful devices are used to record interactions with customers and have been found to deter aggressive behaviour as well as providing valuable evidence in the event of an incident.

shop security mirrors — **Convex Shop Security Mirrors Deter and Prevent Crime**

Retail store design and layout is another area in which significant improvements are being made. Ensuring there are no blind spots by installing convex retail security mirrors helps shop staff keep a watchful eye on customers from a safe vantage point. Dummy displays using empty packaging is another increasingly common technique that’s helping to prevent the theft of high value products. And introducing one-way entry and exit systems make it much more difficult for shoplifters to exit a store without being seen.

Police and Government Action

The UK government is reported to have pledged to address the massive increase in retail crime through stronger measures to combat shoplifting and anti social behaviour. These measures include the removal of the controversial £200 threshold for ‘low level’ theft that has resulted in police forces failing to deal with these frequent but low value crimes.

The Labour government has stated they intend to introduce a specific, standalone offence for assaulting retail workers. In Scotland the ‘Protection of Workers (Retail and Age-Restricted Goods and Services) Act 2021’ made assaults on retail workers a specific criminal offence with tougher sentences of up to a year in prison and / or a fine of up to £10,000.

Similar legislation has been called for in England and Wales along with improvements in the legislation to include hospitality venues as well as retail premises. The UK government has also introduced the ‘Criminal Justice Bill’ that includes measures to tackle retail crime including stricter penalties for repeat offenders.

Targeted police operations are reported to have had some beneficial impact on organised retail crime activity. Operation Juggernaut is a national police operation focused on disrupting organised crime networks involved in large-scale theft, violence and the resale of stolen goods. Key objectives include targeting organised crime gangs, reducing retail crime, protecting retail workers, recovering stolen goods and collaboration with retailers. This operation is credited with reducing organised retail crime in targeted areas.

Collaboration and the sharing of information between police and retailers is recognised as an important element in dealing with escalating retail crime. Although the vast majority (61%) of BRC survey respondents rated the police response as poor there has been some reported improvement in police attendance which, for the Co-op group, increased to 66% last year. Before October 2023 police were only turning up to around 2 incidents in every 10 reported.

The government’s ‘Retail Crime Action Plan’ includes funding for police forces to prioritise retail crime. And the ‘Pegasus’ initiative, which aims to improve the sharing of intelligence between retailers and police forces, is already making a difference. The government has also allocated funding through the ‘Safer Streets Fund’. This is specific funding to financially boost local policing.

Challenges and Future Steps

This latest BRC survey clearly shows there is a huge problem with escalating retail crime that needs to be addressed. While some progress has been made there is still a huge need for greater police resources, improved coordination between police forces and retailers along with consistent law enforcement.

Proposed legislative changes are welcomed but there are failings and limitations that need to be addressed, for example the inclusion of hospitality venues such as bars and restaurants, alongside retail establishments. There is also an urgent need for improved support for retail workers who are subjected to horrendous incidents of assault, intimidation and violence every day.

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