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Vodafone incentivised security staff to fine its own franchisees

19.04.2026 13:00 | The Guardian World

Shopkeepers charged millions of pounds, including alleged £10,000 penalty for mistake that cost firm £7.08Vodafone incentivised its security staff to increase “clawbacks” levied on its own franchisees, as part of a programme that led to the telecoms group fining its own shopkeepers millions of pounds for seemingly small administrative errors.The policy – which included one alleged case of a £10,000 penalty for a franchisee whose mistake cost Vodafone £7.08 – involved setting “key performance indicators” (KPIs) for the telecoms group’s internal employees to collect total annual fines of £1.5m from the small business people running the FTSE 100 company’s high street stores. Continue reading...

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