Connect with us

Business & Technology

Payment outages fuel abuse of shop staff, study says

Published

on



SOFIAH NICHOLE SALIVIO

News Editor

FreedomPay has published research on customer abuse faced by shop and hospitality staff during payment outages, pointing to payment failures as a flashpoint for frontline worker safety.

More than half of UK retail and hospitality managers, 52%, said they had experienced verbal abuse or threatening behaviour from customers when payment systems went down. The study, conducted with Retail Economics, was based on surveys of 2,000 UK consumers and 200 managers.

The findings add a new dimension to concerns about abuse against shop workers in a sector that represents a substantial share of employment in Britain. Retail and hospitality account for about 2.8 million jobs, close to 10% of national employment.

Payment disruption appears to test customers’ patience quickly. The survey found frustration starts to rise within eight to 13 minutes of a payment failure, while the average outage lasts 79 minutes.

That gap between tolerance and downtime appears to shape consumer behaviour at the till. One in five consumers said they walked out immediately during their most recent payment outage, leaving staff to deal with both the operational problem and rising tension in stores and venues.

Peak pressure

The data suggests the problem is becoming more frequent and harder to manage. Three in four businesses reported that payment disruptions had increased over the past year.

Outages are also increasingly hitting during the busiest trading windows. Nearly three quarters, 72%, now occur during peak periods, up from 60% a year earlier, with lunchtime the most common time for systems to fail.

These conditions can intensify pressure on staff because queues are longer and customers have fewer alternatives when card payments stop working. In a market that has steadily shifted away from cash, a failed terminal can leave both consumers and employees with limited options.

The findings also point to weaknesses in contingency planning across the sector. Fewer than half of the UK businesses surveyed said they had a secondary internet connection to keep payment systems running during connectivity problems.

Only 40% offered offline card processing. Without those measures, staff cannot complete sales through another route and instead must explain delays, calm customers and absorb complaints.

Wider concern

The issue comes against a broader backdrop of concern over violence and intimidation directed at retail workers. Trade union data cited in the research puts abuse against retail workers at 1,600 incidents a day, the second highest level on record.

That wider pattern has often been linked to theft, refusal of service and enforcement of age restrictions. The study suggests technology failures should also be counted among the triggers that can expose frontline workers to hostility.

For businesses, the implications stretch beyond lost sales during an outage. Repeated payment failures can undermine customer trust, disrupt peak-hour trading and increase strain on managers and staff already working in customer-facing roles under tight operational pressure.

The report also highlights how changing payment habits have altered the balance of risk in stores and hospitality venues. As fewer people carry cash, the ability to continue trading during a card outage depends more heavily on network resilience and backup systems than in the past.

This creates a direct link between technical infrastructure and worker welfare. When systems fail and no fallback exists, employees at the counter become the visible face of a problem they cannot fix.

Lunchtime, identified as the most common time for failures, places outages at the centre of the day’s heaviest footfall. For restaurants, cafes and convenience outlets in particular, that timing can turn a technical breakdown into a confrontation within minutes.

FreedomPay’s findings show that payment resilience is not only about maintaining transactions, but also about protecting employees during service disruption. The average outage lasts 79 minutes, far beyond the eight-to-13-minute window in which customer patience starts to break down.



Source link

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Business & Technology

Mouse droppings found in Oxford city Chinese restaurant

Published

on


Ten Seconds Yunnan Rice Noodle in New Inn Hall Street was inspected by Oxford City Council on May 26.

Inspectors subsequently handed the Chinese restaurant a rating of two out of five, meaning “improvement necessary”.

According to the report, received by the Oxford Mail after a Freedom of Information request submission, officers identified a series of concerns, including evidence of mouse activity.

The report states that mouse droppings were found throughout the business in two food storage rooms and the bar area.

In one of the storage areas, mouse activity was present where noodles were kept in plastic carrier bags and potatoes and onion were left in the open.

“Historic” mouse droppings at Ten Seconds Yunnan Rice Noodle (Image: Oxford City Council)

Inspectors said pest-proofing measures were “not great” and identified a hole beneath a sink in the bar area which could potentially allow pests to enter the premises.

In the report, the inspector said: “At the time of the inspection, I observed a number of historic mouse dropping in both the food storage areas.

“The most recent pest control report mentions no mouse activity in any of the food storage areas.

“All areas where food is prepared and stored must be kept clean and capable of being kept clean. This is so that pests are not attracted into your premises and the risk of food being contaminated by dirt is minimised.”

They advised the owner to remove all historic mouse droppings within the food business and continue to identify any issues of pest proofing within a month.

A hole where pests could have entered underneath the sink (Image: Oxford City Council)

The business was instructed to remove the droppings and improve pest-proofing measures where previous temporary work had failed.

Food storage issues were also highlighted during the inspection.

In an “overfilled” fridge, officers found raw chicken stored above ready-to-eat foods, including uncovered beans and spring onions, which could cause cross-contamination leading to food poisoning.

That same fridge, which stored items such as cooked rice, chicken ballotine and prawns, was above the required eight degrees, raising concern about food poisoning.

A large number of food containers were also unlabelled, despite the food looking fresh.

The officer insisted a “robust system for ensuring adequate stock rotation” was implemented and recommended all food be kept in sealed, pest-proof containers.

An overfilled fridge which was measured above safe temperature (Image: Oxford City Council)

No food-safe sanitiser or disinfectant were available on site, only a kitchen cleaner which they said did not provide adequate disinfection.

Despite the concerns, the report noted there had been a “huge improvement” in cleaning standards since the restaurant’s previous inspection.

The business also had a food safety management system in place and a pest control contract with Pure Pest Solutions.

The council has required a range of improvements, with compliance timescales ranging from one week to one month with a revisit inspection planned.





Source link

Continue Reading

Business & Technology

Oxford startup secures Innovate UK Women in Innovation Award

Published

on



Oxford-based Peripear has secured an Innovate UK Women in Innovation Award and a £74,974 grant for its development of a wearable device designed to prevent perineal trauma during labour.

The funding will support continued product development ahead of the company’s planned first-in-human study.

Nina van Schaick, co-founder and COO of Peripear as well as a midwife who trained at Oxford Brookes, said: “I’m sure I wasn’t the only one to see this gap.

“I was incredibly lucky to meet my co-founder, Eviatar Natan, right as my frustration about the lack of translation of evidence into practice had peaked.

“There was a proven mechanism that could reduce injuries occurring in up to 90 per cent of vaginal births, and it was being left out of clinical pathways simply because no standardised tool existed to deliver it.”

Peripear is developing what it describes as the world’s first automated perineal thermotherapy wearable, designed to prevent perineal trauma during childbirth.

A perineal thermotherapy wearable is an emerging medical device.

It is a hands‑free warm compress device used on the perineum during the second stage of labour to reduce severe tearing and episiotomies while improving maternal comfort.

Ms van Schaick added: “I’m a farmer’s granddaughter, and when I started practising over 14 years ago, I asked: where is the tool I need to implement this evidence? I looked around and realised we were still asking clinicians to improvise.

“Peripear is what happens when the person who has lived the problem, both personally and professionally, meets the person who can help her build the solution.”





Source link

Continue Reading

Business & Technology

UK bike manufacturer on brink of £30m collapse after 139 years

Published

on



The company behind bikemaker Raleigh, which was founded 139 years ago and has supplied bikes to the UK’s cycling city of Oxford over the years, has filed to appoint administrators.

Accell UK and Ireland, part of Netherlands-based Accell Group, filed a notice of intention to appoint administrators as the wider group kickstarted insolvency proceedings.

This follows a difficult spell for Nottinghamshire-based Raleigh, which confirmed job cuts in 2024 before reporting a £30m loss in financial accounts published the following year.

READ MORE: UK supermarket giant issues customer notice on Jeremy Clarkson beer

The boss of Accell said it was a “deeply sad and frustrating situation” and that it had “tirelessly explored” every option for the future of the cycling business.

The company bought Raleigh in 2012 for around 100 million US dollars (£74 million), adding to its roster of bike brands throughout Europe including Haibike, Winora and Ghost.

Raleigh was founded in Nottingham in 1887 and was well-known for its Chopper model, which featured extended handlebars and is now part of its “retro” range.

It no longer manufactures bikes from Nottingham, and its head office has moved to Eastwood, Nottinghamshire, while the company has shifted to selling electric bikes under Accell’s ownership.

READ MORE: TV icon daughter’s £3.95m swimming pool mansion in Oxfordshire unsold

Accell went through a restructuring in February, securing additional funding from shareholders and lenders and reducing debts.

The group said it had since “explored every possible avenue” for its future, including discussions with potential buyers, but that it had not been possible to find a solution which means the business can continue operating.

It has therefore initiated insolvency proceedings in the Netherlands.

Accell’s chief executive Jonas Nilsson said: “This is a deeply sad and frustrating situation given all the hard work and everything we have achieved, with the support of shareholders and lenders, to restructure Accell’s operations and finances.

“It is an especially difficult moment for our employees, creditors, customers, suppliers, and partners.

READ MORE: EastEnders cast ‘furious’ as Shane Richie due to appear in court

“Every realistic option for the future of the business has been tirelessly explored, and none have resulted in a solution to continue the Group in its current form.

“Our immediate focus is to support an orderly process, provide clarity wherever possible, and work with the relevant court-appointed administrators to preserve viable activities and employment where circumstances allow.”

At its 1970s height, Raleigh employed more than 13,000 people across the UK, with around 8,000 working at its various Triumph Road sites in Nottingham.

The former factory land later became the University of Nottingham’s Jubilee Campus.

Raleigh subsequently moved its headquarters to Church Street in Eastwood, before leaving that site and relocating to Durban House in 2024.





Source link

Continue Reading

Trending