McDonald’s faces new abuse claims despite promises of change

McDonald’s workers have said they are still facing sexual abuse and harassment, a year after the boss promised to clean up behaviour at the fast-food chain.

One 19-year-old worker, Matt, told the BBC some of his colleagues were scared of going into work, and that managers would “touch up” other members of staff.

Since the BBC’s original investigation into the company, the UK equality watchdog has heard 300 reported incidents of harassment. It now plans to intervene again.

A McDonald’s spokesperson said the company had undertaken “extensive work” over the past year to ensure it has industry-leading practices in place to keep its workers safe.

The UK boss of McDonald’s has been summoned on Tuesday to answer MPs’ questions for a second time, including over claims of sexual abuse.

Warning – this article contains distressing content

• A worker quit her job in the West Midlands at the end of 2023, after she says managers inappropriately touched her and customers sexually harassed her. When she raised it, she says she was told to “suck it up”.
• A 16-year-old current employee based in the West Midlands says he was bullied, shouted at and sworn at by managers.
• A female worker, 20, says a male manager sent her topless pictures. She left her McDonald’s branch in the East of England in August.

These claims all relate to events after November 2023, when the boss of McDonald’s UK, Alistair Macrow first appeared in front of parliament’s Business and Trade Committee.

Mr Macrow told MPs then that the firm was taking action to improve working conditions, after the BBC uncovered widespread concerns over the treatment of staff.

However, one current and two former workers from different parts of the country, claim that the restaurant audits that were promised, were stage-managed by the branches.

More than 700 current and former junior employees are now taking legal action against the firm, accusing it of failing to protect them.

Matt said he quit his McDonald’s branch in the Midlands last year because of what he calls a “toxic” work environment.

He said he was bullied for having a learning disability and an eye condition.

“And then it was stuff you noticed, managers and staff being racist to other staff. Managers trying to touch other staff up,” he said.

He said some staff members felt scared to go into work, because they feared something “horrible” happening.

Matt said the work culture had not changed by the time he left in May.

Alan, not his real name, said he has been repeatedly subjected to “degrading and humiliating” verbal abuse by his colleagues at a McDonald’s branch in southwest Scotland.

“It’s just homophobic slurs a lot, sometimes to my face, sometimes behind my back,” the 19-year-old said.

When he reported the problem to a senior manager, he says he was told it was “just a bit of banter”.

Alan has worked in other fast-food restaurants where he said homophobia was taken more seriously.

“It just seems like McDonald’s don’t care as much,” he said.

Claire, not her real name, who worked at a branch in the Midlands until May 2023, says a shift manager asked her for sex in return for extra shifts, which she refused. She was 17, he was in his 30s.

“You don’t expect that to happen,” she said. “It was totally inappropriate.”

Like most McDonald’s workers, Claire was employed on a zero-hours contract

McDonald’s outlets are run as franchises, so local managers are responsible for employing the staff for their restaurants. Across the UK, 89% of their workers are on zero-hours contracts.

McDonald’s says workers can choose to switch to minimum guaranteed hours. But we have spoken to 50 workers across the country who say they were not given that choice.

Some workers told the BBC the insecure hours leads to an imbalance of power. Others, however, said zero-hours contracts worked well for them.

Claire says she felt “dependent” on her managers for work. “I was always asking for more shifts, as I needed more money,” she said.

A McDonald’s spokesperson said that in 2018, it offered all employees the choice of a flexible or guaranteed hours contract, and that every staff room should still display information on how to request one.

“Additionally, after four weeks in role, every new employee has a formal conversation with management – in which managers check that employees are aware of the option of a guaranteed hours contract,” the company said.

The company said it did not recognise the incident where a manager asked for sex in return for shifts. “If provided with sufficient information we would ensure a full investigation is carried out, and appropriate action taken if necessary,” the company said.

Most McDonald’s staff are aged between 16 and 25. For many, it is their first job.

Even senior managers are often young.

Elliott, not his real name, was in charge of a store in the South of England by his early twenties. He left last February.

“If I had a sister, or if I had a daughter, I wouldn’t want them working in McDonald’s,” he said.

When the McDonald’s boss spoke to MPs in 2023 he said the company had stopped a practice of moving managers around so they could avoid disciplinary action.

But Elliott says that days after Mr Macrow gave evidence, a manager was moved to his store to avoid being disciplined, following allegations they had sent sexually explicit messages to female colleagues who were 16-18 years old.

Following the BBC investigation, McDonald’s brought in outside consultants, Price Waterhouse Cooper (PwC), to audit their restaurants and check on the wellbeing of their staff. But Elliott says the franchise he worked for “rigged” its inspection in February.

“They were meeting the best employees, hand-plucked from different stores,” he said. “The people that can be coached on the correct answers.”

According to Elliot the audit gave the restaurant a 100% rating. Yet, he told us, two months before the audit, a manager working there had been accused of performing a Nazi salute to a Jewish employee. He said PwC was not told of this allegation.

“I think I am a bit traumatised by it,” he said. “And I think I’ll continue to have bad memories of my employment for the rest of my life.”

PwC said that while it doesn’t comment on individual clients, its site visits are “subject to a stringent set of processes” and are refined as required.

A McDonald’s spokesperson said PwC’s independent site visits “play a crucial role” in assessing each restaurant against specific criteria and ensuring standards are met.

“In the few instances where our expectations have not been met, we have taken prompt corrective action,” the spokesperson said.

“The assessment procedures are under constant review by PwC and were refined early in the programme to ensure that employee interviews – which form part of the assessment – are selected randomly by independent assessors, further safeguarding the integrity of the process.”

The BBC first began investigating working conditions at McDonald’s in February 2023, after the company signed a legally binding agreement with the Equality and Human Rights Commission (EHRC), in which it pledged to protect its staff from sexual harassment.

After our investigation was published in July 2023, McDonald’s apologised and set up a new unit to deal with complaints.

The EHRC also set up a dedicated hotline for abuse claims.

More than 160 people approached the BBC with allegations after our initial investigation, while 300 incidents were reported to the EHRC.

Now, the watchdog says it is taking stronger action against the fast-food chain.

In a new statement provided exclusively to the BBC, the EHRC said: “We are actively working with McDonalds to update our ongoing legal agreement in light of serious allegations raised by our work with the company, and the BBC investigation.”

Its action plan will involve strengthening the existing measures – which included providing more training and conducting a survey of workers – as well as announcing new steps, the BBC understands.

McDonald’s said the agreement with the EHRC was signed “with the intention that it continues to evolve to ensure the robust measures we have in place are aligned with any updated guidance”.

Separately, law firm Leigh Day said it had been instructed to start legal action against McDonald’s by hundreds of staff and former staff, with more than 450 restaurants implicated in the claims.

A McDonald’s spokesperson said: “Ensuring the 168,000 people that work in McDonald’s restaurants are safe is the most important responsibility for both us and our franchisees, and we have undertaken extensive work over the last year to ensure we have industry-leading practices in place to support this priority.

“Any incident of misconduct and harassment is unacceptable and subject to rapid and thorough investigation and action.”

The company said: “Our relentless focus on eliminating all forms of harassment at McDonald’s is led by a newly created team and informed by the experience and guidance of external experts.”

It said it had rolled out company-wide programmes to improve safeguarding, drive awareness and enhance training, and in addition to the four existing channels, it had introduced an additional way for employees to speak up, confidentially, at any time, allowing employees to “instantly raise issues digitally”, and which was “specifically designed to ensure they feel empowered to speak up”.

It also said its new investigations unit was “dedicated to rooting out any behaviour that falls below the high standards” it demands of its workers.

“We are confident that we are taking significant and important steps to tackle the unacceptable behaviours facing every organisation,” the spokesperson added.

It said its latest anonymous employee survey showed that 92% of its franchisees’ people are now comfortable speaking up, and 93% believe management will act.

“However, we know that we must be constantly vigilant, and we will challenge and confront any behaviour that falls below those standards,” it said.

• Report it: The charity Victim Support suggests telling your manager, HR representative or trade union
• Keep a record: Include dates, times and details of any incidents. Save any relevant emails.
• Get help: Victim Support operates a free and confidential 24/7 helpline and live chat service. Call 0808 16 89 111 or use the live chat at: victimsupport.org.uk/live-chat.
• Call the police: If sexual harassment escalates into violence, threats or sexual assault, report this to the police by calling 101. If you are in danger, call 999.

If you have been affected by any of the issues in this story, information and support is available via the BBC Action Line.

Some of the names in this story have been changed to protect identities.