United Kingdom: Employment Litigation/ Tribunals

Customer-facing employees often find themselves in difficult situations when dealing with aggressive customers or suspected theft. This article examines the legal and practical considerations employers must navigate when employees confront customers, including disciplinary procedures, health and safety obligations, and the upcoming third-party harassment provisions under the Employment Rights Act 2025.

Acas has launched a public consultation on a significantly revised Code of Practice for disciplinary and grievance procedures, marking the first comprehensive review since 2009. The proposed changes aim to modernize workplace dispute resolution by expanding coverage, introducing clearer guidance on early resolution, and reorganizing the framework around a broader concept of 'concerns at work.' With the consultation open until September 2026, employers and employees alike should understand how these changes

The Supreme Court has clarified the scope of protection for part-time workers under the Part Time Workers Regulations 2000, ruling that part-time status need only be an effective cause—not the sole cause—of less favourable treatment. This landmark decision in Augustine v Data Cars Ltd significantly lowers the bar for part-time workers to establish discrimination claims and requires employers to reassess their workplace policies and practices that may disproportionately impact part-time staff.