Harassment by third parties · Builders merchants and trade counters

You don't get to choose who comes to the counter.

Your counter staff serve whoever comes through the door, trade and public alike. There's the queue at seven, the regular who thinks a remark is part of the service, and the yard lad loading a van while the customer watches.

What's changing?

From 30 October 2026, the government has announced, you'll be liable when your staff are harassed at work by people you don't employ, customers included, unless you took all reasonable steps to prevent it. Any relevant protected characteristic counts, not only sex. Discrimination compensation isn't capped.

A good customer is still a third party. Their account with you doesn't change that.

Where does it happen?

Across the counter, in front of a queue. On the phone. In the yard. With the customer who's spent a lot of money and expects that to buy a bit of leeway.

What could you show?

Does your policy tell counter staff what they can do when a customer crosses a line, and does a manager back them? Is there a notice customers can see? Would your staff report a good customer, or keep quiet to keep the account? Have you asked them?

What we do

We build your staff handbook, a harassment risk assessment that covers the counter and the yard, and an anonymous survey of your staff, and keep all three current. It's built to show what you did, when you did it and why. All remote. No calls.

It's not legal advice. A complaint that's already been made needs a solicitor, not us.