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Payment failures put GBP £1.7bn in UK sales at risk

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FreedomPay has published research, conducted with Retail Economics, estimating that payment system failures put up to £1.7 billion in annual UK retail and hospitality sales at risk.

Based on surveys of 2,000 UK consumers and 200 retail and hospitality managers, the findings point to repeated disruption across the sector. Businesses reported an average of 5.2 major payment outages a year, with 72% occurring during peak trading periods.

Retail accounted for the largest share of the revenue exposure at £1.2 billion, while hospitality and leisure represented a further £494 million. The average outage lasted 79 minutes, far longer than most customers are willing to wait at the till.

Consumer patience emerged as a central issue. Most consumers can tolerate payment delays of up to seven minutes before frustration begins, while 13 minutes is the maximum wait before customers start abandoning purchases. Nearly one in five shoppers, 19%, said they had walked away from an intended purchase during a payment failure.

The figures suggest losses build quickly once disruption begins. Restoring systems within the first five minutes can prevent more than 90% of potential losses, while between the eighth and thirteenth minute of an outage, industry losses can exceed £50 million per minute as abandoned transactions rise.

Staff pressure

The report also highlighted the effect on frontline workers. More than half of retail and hospitality managers, 52%, said they had faced verbal abuse or confrontational behaviour from customers during payment failures.

That pressure is compounded by limited backup options. Only 40% of companies surveyed offer offline card processing, and fewer than half have alternative network solutions in place. This leaves staff with few ways to complete transactions or defuse tense situations when systems go down.

Cash, once a common fallback, appears to be losing ground as a practical safeguard. Fewer consumers now carry cash than a year ago, making digital disruption harder to manage when card systems fail. Some 72% cited the risk of being unable to pay as their main concern during an outage.

A generational divide was also visible in payment habits. Only 18% of under-45s said they always carry cash when visiting shops and venues, compared with 33% of over-45s. This suggests younger consumers are less prepared when digital payments stop working and more likely to react negatively.

The research also pointed to reputational risks for operators, particularly because younger consumers are more likely to share poor experiences online. A local payment outage can therefore become more than an immediate lost sale and develop into a broader customer service problem.

Resilience gaps

The findings raise broader questions about the resilience of UK payment infrastructure as retailers and hospitality operators become more dependent on digital transactions. Many businesses recognise the threat of disruption but underestimate how quickly revenue is put at risk once systems fail.

Chris Kronenthal, President of FreedomPay, said the issue extends beyond missed transactions. “The UK’s relationship with payment resilience is unique in that businesses are beginning to truly understand. Our research confirms that retailers and hospitality operators across the country are worried about more than just lost sales, it’s the lost trust that remains their biggest focus. As it should be in a market that is increasingly impacted by reputation. Payment failures are key confirmations of credibility, over and above being an operational mistake. Investing in resilience is the best defence to keep that customer loyalty.”

Retail Economics linked the findings to a wider shift away from cash and towards always-on digital payments. That trend, combined with limited fallback arrangements in stores and venues, increases the commercial impact of even short-lived outages.

Richard Lim, Chief Executive Officer of Retail Economics, said: “When payment systems fail, the impact is immediate and unforgiving. The data shows that customer tolerance is measured in minutes, not hours, with abandonment accelerating quickly once delays extend beyond that point. But the impact goes beyond the lost transaction, placing pressure on frontline staff and eroding customer trust. As digital dependency increases and fallback options become more limited, resilience is becoming a core capability, not just an operational safeguard.”



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James Bond among rare books at special Oxford Brookes event

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Around 70 dealers attended the weekend PBFA Oxford Book Fair at Oxford Brookes University held on April 18 and April 19.

These dealers were reportedly offering tens of thousands of rare, collectable and second-hand books, maps and manuscripts, including part of Ian Fleming’s James Bond series and by Jane Austen.

READ MORE: Do not approach order issued as manhunt launched for Oxford man with knife

Blackwell’s and Hatchards were among the sellers present at the fair with novels by Aldous Huxley and Virginia Woolf also up for sale.

Organised by Grace Barham and Tom Lintern-Mole of the Premier Book Fair Association, items were on offer from as low as £2 to over £1,000 with food and drink available from an on-site cafe.

The PBFA has further announced that there will be a one-day fair at Oxford Brookes again, on Saturday October 17.





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Nationwide Fairer Share 2026 payment £100 bonus decision due

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The scheme, which pays cash directly into eligible members’ accounts, is set to expand after Nationwide’s takeover of Virgin Money – bringing millions more people into the fold.

Around half of Virgin Money’s 6.3 million customers became Nationwide members earlier this month, including those with current accounts, savings and mortgages.

But while many will be eager to see if they qualify this year, there’s a catch: the eligibility cut-off was in March, meaning new members may miss out on the upcoming payment.

Stephen Noakes, Nationwide’s director of retail, said: “The acquisition of Virgin Money enables us to expand the benefits of mutuality, and we look forward to sharing the additional value we can create for our new members.

“From exclusive savings rates to existing member benefits, we want there to be every reason to join Britain’s biggest building society, which continues to be the UK’s most switched to current account provider.”

Key details – including exactly how much will be paid and when – will be confirmed when Nationwide announces its financial results, expected on May 21.


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A statement from Nationwide clarifies: “Nationwide’s Board will decide on a Fairer Share payment for 2026 and it will depend on our financial performance.

“That assessment will be made after our financial year end, with the eligibility criteria for this year being agreed then too.

“The decision will be announced as part of our full year results in May.”





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Salute appoints Dale Harding as capital projects chief

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Salute has appointed Dale Harding as Managing Director for Capital Projects and Professional Services, adding a senior executive to its data centre services business.

Harding brings more than 30 years of experience in fit-out, contracting and new-build roles. He will oversee capital projects and professional services as Salute expands its work with data centre customers.

His appointment gives Salute a senior leader with a long background in construction and interiors-related businesses. The company’s clients span hyperscale, enterprise and colocation operators, and it says it works with around 80% of data centre operators globally.

Before joining Salute, Harding spent five years as Pre-Construction Director at Make One Group, where he was responsible for growth strategy, commercial and risk planning, and project development and delivery.

Earlier in his career, he held senior roles including Commercial Director at BW: Workplace Experts, Managing Director at Od (Interiors) and Managing Director at Mitie (Interiors). His background centres on project delivery, commercial oversight and client relationships across complex built-environment work.

Expansion push

The hire comes as Salute grows in EMEA, driven by demand for AI-related infrastructure and sustainable services. Both have become central to investment across the data centre sector as operators respond to rising computing needs and pressure to improve energy efficiency.

That backdrop has increased demand for companies that can support data centres through multiple stages of development and operation. Salute focuses on lifecycle services, supporting operators from construction and commissioning through to ongoing operations.

Harding’s remit reflects that market shift. Capital projects have become more prominent as developers and operators race to add capacity, while professional services are gaining importance as customers seek support with planning, risk, delivery and long-term operational requirements.

Commenting on his appointment, Harding highlighted the sector’s momentum. “In my opinion, the data center industry is just about the most exciting place to work right now,” said Dale Harding, Managing Director, Capital Projects and Professional Services, Salute. “So, to join Salute, which is defining the next generation of data centers, is an amazing opportunity.”

Acquisition effect

Salute has also been active in acquisitions over the past 18 months. Harding said those deals have strengthened the company’s position and helped shape a broader story for customers across regions.

“The acquisitions Salute has made over the last 18 months have put it in a stronger position than ever. I am excited to tell this cohesive story to our customers across the globe,” he said.

His arrival also adds senior experience in commercial planning and risk management at a time when the cost and complexity of data centre development remain under close scrutiny. New facilities require significant capital investment, while operators face pressure to build quickly despite supply chain constraints, labour availability challenges and sustainability targets.

Against that backdrop, specialist service providers are seeking deeper relationships with customers that want fewer suppliers and more integrated delivery models. Salute said Harding will help strengthen customer partnerships and improve collaboration across its global operations.

Chief Executive Officer Erich Sanchack said Harding’s background would support the company’s next phase of growth. “Dale’s experience will be invaluable for helping Salute deliver world-class end-to-end data center lifecycle solutions,” said Erich Sanchack, Chief Executive Officer, Salute. “His expertise in promoting trust between customers and the business will be instrumental as we continue to provide sustainable and comprehensive services for data centers globally.”



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