Retail Standards

In today’s complex retail market, retailers are expected to have the core business skills, be proficient in financial intelligence, have good organisational skills and know the HR field intrinsically. All of these skills are not innate; they must be learned and developed at all levels across the business – retail experience is the result of taking corrective action while courageously learning from the mistakes we make along the way.

Every retailer following the NFRN Retail Standards path will be able to naturally discuss their experiences but also avail of the knowledge, understanding and mentoring within the NFRN Retail Standards package to aid development of these skills and ultimately achieve retail excellence but, more importantly, maintain a profitable balance sheet.

This Week’s Featured Guidance

Card Fraud Prevention

Advice and guidance on how to prevent card fraud.

Download Card Fraud Prevention Factsheet

NFRN Retail Insight Training Modules

Written by retailers for retailers, our Retail Insight Modules are fantastic booklets designed to help ensure your continued success and profitability. They contain a wealth of information as well as essential checklists designed to help you and your staff comply with the legislation imposed on retailers.

They work well as training documents or a simple reminder to help you maintain both a smoothly run business and a level of service your customers expect and deserve.


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Customer Service

If you wish to be successful, excellent customer service needs to be at the heart of your business.

Download ‘Customer Service Module’

Download ‘Customer Service Module’ (Republic of Ireland)

Download ‘Customer Service Proficiency Test’

Essential Checklists

The NFRN have developed a front to back door guide to ensuring health and safety, good retailing, customer service and security is maintained to an acceptable daily standard.

Download ‘Essential Checklists Module’

Download ‘Essential Checklists Module’ (Republic of Ireland)

Health and Safety Checklist Guide

This introductory preview is your starting point for managing the health and safety of your business. More extensive guides can be found on our NFRN Legal Plus site.

Download ‘Health & Safety Module’

Download ‘Health & Safety Module’ (Republic of Ireland)

Sales, Shrinkage & Store Layout

Losses through wastage and shrinkage can have a detrimental impact on your business. The guide also includes advice on store layout.

Download ‘Sales and Shrinkage Module’

Download ‘Sales and Shrinkage Module’ (Republic of Ireland)

NFRN Legal Plus

Through NFRN Legal Plus you have access to a vast library of easy-to-customise legal documents to help you manage your business – especially on employment and health & safety matters.

NFRN Factsheets

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More help and advice

Continue reading

To continue reading this page NFRN members must be registered. Not a member?

By registering for the website, you’ll get:

  • Exclusive member-only content
  • Full access to all your member benefits
Please Login or register
Bankruptcy Explained

In today’s difficult economic climate, many members have approached us to explain how bankruptcy works.

Whilst we trust that all your businesses are thriving and profitable; we hope that this factsheet is only a reading document for your knowledge and understanding:

The Factsheet covers:

  • Ways to avoid bankruptcy
  • Advantages of bankruptcy
  • Disadvantages of bankruptcy
  • Ways to go bankrupt

Download Bankruptcy Explained Factsheet

This factsheet is not applicable to members in the Republic of Ireland.

Business to Business Contracts

Running your own business means you will be entering into contracts on a regular basis.

Sometimes, for many different reasons, you may want to bring them to an end.

Download Business to Business Contracts Factsheet

Contracts - What you need to know

The NFRN has devised a factsheet which covers important points that retailers need to be aware of before signing a contract or agreeing a verbal contract.

Download Before Entering into a Contract Factsheet

Card Fraud Prevention

Advice and guidance on how to prevent card fraud.

Download Card Fraud Prevention Factsheet


Dilapidations’ refers to breaches of lease covenants that relate to the condition of a property during the term of the tenancy or when the lease ends.

Download Dilapidations Factsheet

This Factsheet only applies to members in England & Wales

Employing Illegal Workers

This factsheet is designed to help retailers understand:

  • their responsibilities when employing foreign workers
  • the penalties that could be imposed
  • what documents are required to be checked
  • the length of time retailers need to keep the information after the employee has left

Download Employing Illegal Workers Factsheet

Financial Advice

To help members identify whether they need financial advice, please download the factsheet below which includes a 20 Point Checklist and case study. Find out more about NFRN Assist here

Download NFRN Assist Factsheet

Knife Crime

Every retailer is aware of the dangers of retail crime and wants to do all they can to prevent it. Adopting basic but key principles can make it easier for you and your staff to stay safe.

NFRN Factsheets

Download Knife Crime Factsheet

You can read more about Retail Crime here

Post Office

Contains information that may be useful for those thinking of applying for a Post Office and to current subpostmasters who may want guidance.

Download Post Office Factsheet – this factsheet is currently being updated.

Property Acquisition

Property is an expensive resource – it can easily turn from a business asset to a liability. The true cost of a property is never just the rent but all the other costs and risks as well as opportunities allocated to you under a contract or lease, therefore it is important to obtain professional support to ensure your key to success and a contract that is tailored to meet your needs.

Download Property Acquisition Factsheet

Psychoactive Substances Act 2016

The Psychoactive Substances Act 2016 was passed by Parliament in January 2016 to tackle the trade in psychoactive substances (often referred to as “legal highs”) in the UK. The Act came into effect on 6 April 2016.

The guide below will help you in continuing to comply with the law under the Act.

Download Psychoactive Substances Act Guide

Rent Reviews, Lease Expiry & Lease Breaks

The issues covered here are governed by individual lease terms and can be somewhat complex hence the ‘health warning’ at the end of the factsheet.

Download Rent Review Factsheet

Retail Crime

Every retailer is aware of the dangers of retail crime and wants to do all they can to prevent it. Adopting basic but key principles can make it easier for you and your staff to stay safe.

NFRN Factsheets

Download Retail Crime Risk Assessment

Download Knife Crime Factsheet

Crime Prevention Information from RAC

Download Distraction Thefts/Change Ringing Sheet

Download Coin Drop and Shoulder Surfing Sheet

Download Bag Snatching and Dipping Sheet

Download Theft From Customers Sheet

You can read more about Retail Crime here

Universal Credit

The factsheet will tell you:

  • What type of work counts for Universal Credit
  • How your Universal Credit payment is worked out
  • How to claim

Download Universal Credit Factsheet

Card Payments

End of credit and debit card fees

From 13 January 2018 it became illegal for businesses to charge any fees for credit or debit card payments.

As this law is an EU directive, all companies across the EU are also banned from charging customers these extra fees.

The law also applies to government services, including HMRC and the DVLA.

Any business caught charging customers for card payments will be ordered to repay the fees and could face a hefty fine.

Businesses are permitted to charge for cashback, and ATMs are outside the scope of the rules.

Retailers can continue to impose a minimum spend for card payments if they wish – this is typically £5 or £10.

Best practice for contactless transactions

Best practice advice regarding contactless transactions, which can be downloaded below, contains a recommendation that any customer attempting to make multiple contactless transactions be asked to pay by chip and pin.

Don’t forget that a new zero floor limit with Visa is in effect. Visa introduced the zero floor limit to help protect cardholders against the risk of fraud. It means that every card transaction has to be authorised online by the card issuer.

Download ‘Best practice for contactless transactions’

Food Hygiene

The food hygiene rating or inspection result given to a business reflects the standards of food hygiene found on the date of inspection or visit by the local authority. To help members comply with food hygiene law, the NFRN has produced a briefing note which can be downloaded below. A chilled food recording form is also available, as well as several checklists to make the management of your food stock easier.

Download Food Hygiene Rating Briefing Note

Download Food Hygiene Checklist Booklet

Download Chilled Food Delivery Recording Form

Download Chilled And Frozen Food Delivery Records From Suppliers

Download Chilled and Frozen Food Transport Checklist

Download Open Food Recording Form (for hot food)

Download Temperature Recording Form

Download Risk Assessment on Food Handling & Good Housekeeping

NFRN Business Property Advantage

NFRN Business Property Advantage offer a 30 minute helpline with a qualified Chartered Quantity Surveyor with additional support and guidance in all matters relating to property such as lease expiries, lease renewals, rent reviews, dilapidations and acquisition services.

Download Business Property Advantage flyer

Get your free No ID No Sale pack

Failure to display the appropriate poster could result in a fine of up to £5,000. To receive a No ID No Sale pack, please contact NFRN Connect on 0800 121 6376 or email and they’ll be happy to post one out to you.

Licensing Matters

Licensing Matters are the perfect partner for off-licence retailers.  They offer a free 30 minute advice service per case, can support retailers with any licence related matter and will represent retailers at hearings should the need arise.

Licensing Matters works closely with NFRN Legal and early contact with both on the inception of an issue is important.

Exclusive NFRN prices for additional work thereafter.

Download the flyer below to find out how retailers who sell alcohol and other age restricted products can get the protection and support they need.

Download Licensing Matters flyer

National Minimum Wage & National Living Wage

The current National Minimum Wage and Living Wage hourly rates are as follows:

Age Range Hourly Rate from 1 April 2019
Aged 25+ £8.21
Aged 21-24 £7.70
Aged 18-20 £6.15
Under 18 £4.35
Apprentice* £3.90

*Apprentices are entitled to the apprentice rate if they’re either aged under 19 or 19+ and in the first year of their apprenticeship.

As an employer, you need to make sure you’re paying your staff correctly, as the government has committed to stronger enforcement across the UK.

It is a criminal offence not to pay someone the National Living Wage or National Minimum Wage, and an employer caught not paying the correct amount risk being fined and may be named by the government.

To find out more or to check if you’re paying your staff the correct amount, visit

Payment Data Security

Below you will find best practices for payment account security from the PCI Security Standards Council. 

Download Strong Password Best Practices

Download Remote Access Best Practices

Download Patching Best Practices

Portable Electrical Appliance Testing (PAT)

What you need to know about keeping the portable electrical appliances found within your business safe and properly maintained.

Download Portable Electrical Appliance Testing Advice

Scottish Licensing Booklet

This is available to purchase for a small fee of £2.00 per booklet. Whilst the information contained relates to Scotland, the detail is transferable to the UK and ROI. Completing this workbook will help you and your staff to understand your main responsibilities under the licensing law. Once completed, the booklet also acts as a training record and can be shown to the authorities in the event of any queries. To enquire about purchasing the booklet, please contact NFRN Connect on 0800 121 6376 or email

Tobacco Products Directive

New EU laws on how tobacco products are manufactured, produced and sold have come into force.

Known as the Tobacco Products Directive, the new legislation sees a range of tobacco products banned from sale, including packs of 10s, 19s, 18 1/2s, flavoured cigarettes (except menthol) and non-standard style packaging. New regulations covering e-cigarettes will also be included.

Although the law came into force from May 2016, there was a transitional period until May 2017 to allow retailers to sell through old products. Retailers who continue to sell these prohibited items after May 2017 will face fines or criminal prosecution.

As part of the Tobacco Products Directive, retailers will have to apply for unique codes in order to store and sell tobacco products under new track and trace laws that will come into force from 20 May 2019.

For more information, visit our Advice on Plain Packs and Tobacco Products Directive page.


Related Member Benefits

NFRN Credit Union

NFRN Credit Union

Members own credit union with account and low cost borrowing facilities.

NFRN Legal

NFRN Legal

Cover up to £100,000 per claim. Access to legal advice 24/7 from legal professionals. Tailor made business templates

NFRN Legal Plus

NFRN Legal Plus

Access a comprehensive package of legal support for your business to ensure you stay on top of complex legislation changes.

Retail Standards

Retail Standards

Training modules, customer service, health & safety, food hygiene. Essential business checklists and guides and factsheets. Free 1 hours advice from Licensing Matters, saving £120.