Business

Three of Britain’s best-known high-street names have been censured by the Advertising Standards Authority (ASA) after the watchdog found their Black Friday promotions overstated the true value of the discounts on offer, in a ruling that will sharpen the focus on pricing claims across the retail sector this Christmas.

The regulator concluded that John Lewis, Boots and Debenhams each breached the advertising code by presenting reference prices that could not be substantiated as genuine established selling prices, the long-standing benchmark by which savings claims are judged.

In John Lewis’s case, two laptop promotions came under scrutiny. A MacBook Air advertised with a £150 saving against an earlier price of £849 was found not to meet the threshold, with third-party pricing data indicating the higher figure had only been in place briefly before the promotion began. A separate Asus laptop, advertised with a £450 reduction, was likewise judged not to represent a genuine saving.

The ASA also upheld complaints against Debenhams over banners offering discounts of “up to 44%”, and against Boots over a fragrance promotion marked down from £80 to £60, ruling that there was insufficient evidence in either case that the higher prices reflected the goods’ usual selling prices.

The interventions form part of the ASA’s expanding programme of AI-assisted monitoring, which has already produced action against travel firms and the online retailer Very over similar pricing claims. The watchdog has made clear that its proactive Active Ad Monitoring system is being scaled up to identify suspect promotions at speed, particularly around high-stakes trading events such as Black Friday and the January sales.

Emily Henwood, an operations manager at the ASA, said consumers were entitled to expect that Black Friday bargains were the real thing. Retailers, she added, must remember that promotional events do not buy them an exemption from the rules and that any advertised discount must be capable of being proved.

The rulings sit within a broader pattern. Consumer research has repeatedly shown that headline Black Friday savings are not all they seem, with one widely reported study finding only one in seven so-called Black Friday bargains offered a genuine discount compared with prices charged at other points in the year. The CAP Code is unambiguous on the point: under its promotional savings claims guidance, reference prices must reflect a genuine, established usual selling price and the higher figure must have been available for a meaningfully longer period than the discounted one.

For boards, finance directors and marketing leads at SMEs that take their cue from larger retailers, the message is straightforward. The regulator is no longer reliant solely on consumer complaints to police pricing; algorithmic monitoring is doing much of the heavy lifting, and the bar of proof for “was/now” claims is being applied with increasing rigour. Recent enforcement against Nationwide over its branch closure advertising and Huel and Zoe over undisclosed commercial ties to Steven Bartlett underline that the ASA is willing to take on household names where it believes consumers have been misled.

George McLellan, a partner in the dispute resolution team at law firm Sharpe Pritchard who has defended advertisers in ASA investigations, said the latest decisions showed the regulator at its most effective. “These rulings show the ASA at its most effective: tackling straightforward cases of potentially misleading advertising that directly affect consumers,” he said. “I hope the ASA and CAP continue to prioritise this kind of core regulatory enforcement over broader attempts to influence social policy through advertising rules.”

For consumers, the practical takeaway is that scepticism remains the sharpest tool in the shopper’s arsenal. For retailers, the cost of a censure now goes well beyond a corrective ruling: reputational damage, the prospect of follow-on action from the Competition and Markets Authority under its strengthened consumer powers, and the wider chilling effect on customer trust all argue for tighter discipline around how discounts are constructed and communicated.

If Black Friday is to remain a serious commercial fixture rather than a marketing folk tale, the burden of proof, the ASA has made clear, sits squarely with the retailer.

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ASA rebukes John Lewis, Boots and Debenhams over inflated Black Friday discounts

Some careers are built through one major breakthrough. Others are built through years of steady decisions, small improvements, and a willingness to adapt. For Ian Reight, success in medicine came from learning how to stay calm, think ahead, and embrace change long before many others did.

Today, Reight is known as a general surgeon, healthcare leader, and former chief of surgery who helped guide teams through changing technology and growing demands inside modern hospitals. But his story started far away from operating rooms and robotic surgery systems.

Growing up in Maryland, Reight spent part of his early life as a volunteer firefighter and paramedic. The work exposed him to pressure, urgency, and responsibility at a young age.

“I learned early that people look for leadership when situations become chaotic,” Reight says. “You do not always have time for perfect decisions. You have to stay focused and move forward.”

That lesson would shape nearly every stage of his career.

How Ian Reight Built His Career in Medicine

Before entering medicine, Reight studied psychology at the University of Maryland College Park. Later, he earned his medical degree from the Medical University of the Americas.

He says studying psychology gave him an advantage many physicians overlook.

“Medicine is about people as much as science,” he explains. “You can be technically skilled, but if you cannot communicate well, patients and teams lose confidence.”

As Reight moved into surgery, he quickly realized the profession required far more than medical knowledge alone. Surgeons often lead teams during high-pressure situations where timing, communication, and trust all matter.

Over time, he took on larger leadership roles. He served as medical staff president, chief of surgery, medical director of a breast center, and medical director of wound care and hyperbaric medicine.

Each position brought different challenges. Some involved patient care. Others focused on managing teams, solving operational problems, and improving hospital systems.

“You cannot only think like a surgeon,” Reight says. “You also have to think about how every part of the hospital works together.”

Why Ian Reight Embraced Robotic Surgery Early

One of the biggest ideas that influenced Reight’s career was his willingness to adapt to new technology instead of resisting it.

As robotic surgery became more common in hospitals, many physicians were cautious about changing long-established methods. Reight chose a different approach. He became deeply involved in robotic surgery and eventually served as a lead robotic surgeon.

“At first, people naturally questioned whether it would become the future,” he says. “But medicine always evolves. You either learn with it or fall behind.”

Robotic surgery introduced greater precision and helped reduce recovery times for many patients. Reight believed the technology could improve patient outcomes if surgeons approached it with the right mindset and training.

“The technology itself is not enough,” he explains. “You still need discipline, preparation, and strong decision-making.”

His openness to innovation became one of the defining themes of his career. Rather than staying comfortable, he focused on learning continuously and helping teams adjust during periods of change.

“The moment you stop learning is the moment you become ineffective,” Reight says.

Leadership Lessons From the Operating Room

As Reight’s responsibilities grew, so did his focus on leadership. He believes many of the same principles that guide surgery also apply to business, management, and life.

In surgery, preparation matters. Communication matters. Consistency matters.

According to Reight, those same habits help organizations succeed during uncertain periods.

“People want leaders who stay calm when things become difficult,” he says. “Panic spreads quickly in any environment.”

During his years in leadership positions, Reight often worked between physicians, nurses, administrators, and staff members with different priorities and pressures. Keeping everyone aligned was not always easy.

He says one of the biggest mistakes leaders make is focusing only on their own responsibilities instead of understanding the bigger picture.

“You have to understand the pressures other people are dealing with,” he explains. “That is how strong teams are built.”

His leadership style focused less on authority and more on trust, communication, and consistency over time.

What Ian Reight Says About Long-Term Success

Reight believes long careers are rarely built through dramatic moments alone. Instead, they come from repeated habits and steady improvement.

That mindset helped him move through multiple areas of healthcare leadership while continuing to practice medicine directly with patients.

“Success usually comes from small decisions repeated over many years,” he says. “People often underestimate consistency.”

Outside the hospital, Reight enjoys spending time with his dogs and cooking, which he says helps him stay balanced after years in demanding medical environments.

Interestingly, he sees similarities between cooking and surgery.

“There is timing, preparation, and attention to detail involved in both,” he says with a laugh. “You learn patience very quickly.”

Looking back, Reight says the biggest ideas that shaped his career were not complicated. Stay adaptable. Keep learning. Communicate clearly. Stay calm under pressure.

Those ideas helped him navigate medicine during a period of enormous technological and organizational change.

And in an industry where change never stops, Reight believes those lessons matter now more than ever.

“Leadership is not about having all the answers,” he says. “It is about staying steady enough for other people to trust you when challenges come.”

Read more:
Ian Reight and the Ideas That Shaped a Surgical Career

The black cab is the most reliable piece of street furniture in London. It has outlasted hansom carriages, two world wars and the rise of Uber. But the trade now faces an opponent it cannot intimidate with a beep of the horn, an artificial intelligence that drives two million miles a week and never has to learn a single street name.

In a quiet corner of Westminster, just behind Parliament Square, a Jaguar I-Pace is nosing its way around a roundabout choked with tourists. The wheel is turning, the indicators are flicking on and off, the speed is precisely judged. The man in the driver’s seat is not driving. Alex Kendall, chief executive of the British self-driving start-up Wayve, has his hands in his lap.

A few miles east, in a hushed examination room at Transport for London, Steven Fairbrass is sitting his twentieth attempt at the Knowledge of London. He has been studying for eight years. He stumbles on a street name in Portland Place and the examiner, kindly, tells him to come back another day.

These two scenes, highlight the future of London transport and frame the most consequential business story the capital’s streets have seen in a generation. The world’s most heavily regulated taxi trade is colliding with one of the world’s most heavily capitalised pieces of artificial intelligence, and the collision is going to shape everything from urban property values to the United Kingdom’s industrial strategy.

A trade already in retreat

The numbers tell their own grim story. Licensed black cab drivers in London peaked at 25,538 in 2014. By November 2024 the figure had fallen to 16,965, a contraction of more than a third in a decade. Over the same period the number of licensed private hire drivers, Uber, Bolt, Addison Lee and the rest, has grown by 82 per cent, to 107,884. As Business Matters has previously detailed, the lost fare income runs into hundreds of millions of pounds a year, and the trade’s underlying cost base, electric-vehicle financing, congestion charging, insurance, keeps rising.

The pipeline of new cabbies is drying up faster than the existing workforce is retiring. The pass rate for the Knowledge, the test that for 161 years has separated the “knowledge boys” from the rest, has slumped from 59 per cent in 2020 to 38 per cent in 2025. Steve McNamara, head of the Licensed Taxi Driver’s Association, has warned that without intervention the trade could be functionally extinct by 2045.

Into this softening market arrive two competitors with very different business models but identical ambitions.

Waymo, the autonomous-driving arm of Alphabet, has been quietly mapping a 100-square-mile patch of London since the autumn

Silicon Valley meets the South Circular

Waymo, the autonomous-driving arm of Alphabet, has been quietly mapping a 100-square-mile patch of London since the autumn. A fleet of around 100 Jaguar I-Paces, fitted with the company’s proprietary stack of 29 cameras, six radars and five lidar units, has been recording the city’s curious right-hand-drive choreography. The company, as Business Matters reported earlier this year, is targeting a fully driverless commercial launch in the fourth quarter of 2026, in partnership with the fleet operator Moove.

Waymo’s co-chief executive, Tekedra Mawakana, points to a fleet that has now driven more than 170 million paying-passenger miles in the United States and a safety record that, the company says, shows 92 per cent fewer serious-injury crashes than the human benchmark. “We travel over two million miles a week,” she recently told Anderson Cooper for a CBS Minutes piece. “Humans drive about 700,000 miles in a lifetime, so this is almost three lifetimes per week that our fleet is driving.”

Wayve, the Cambridge-founded scale-up backed by Microsoft, Nvidia and now Uber, takes a deliberately different approach. Its AI Driver is a foundation model trained end-to-end on millions of hours of footage, designed to generalise to any city rather than relying on the pre-built high-definition maps that Waymo favours. The bet is leaner, faster and, in theory, exportable. It has been enough to attract a $1bn funding round last year and a valuation of $8.6bn, the richest yet awarded to a British AI company. In May, Wayve signed a Memorandum of Understanding with the Department for Business and Trade to fast-track the path from test fleet to commercial deployment.

The prize is not just London fares. Ministers estimate that the autonomous vehicle sector could add £42bn to the UK economy and create close to 40,000 jobs by 2035. Whoever wins London, the most complex, most regulated and most observed urban driving environment in the western world, wins a benchmark that can be sold to every other capital.

The regulatory starting gun

For years, the British self-driving question was theoretical. The Automated Vehicles Act 2024 settled the legal architecture, creating a new category of “authorised self-driving entity” that takes on legal liability when the car is in charge. In a significant acceleration, the Department for Transport has brought forward the Automated Passenger Services permitting regime to spring 2026, allowing pilots of driverless taxi and bus services with no safety driver onboard. The Vehicle Certification Agency has been confirmed as the single national gatekeeper deciding which vehicles can carry paying passengers.

This matters commercially because permits, not technology, were the real bottleneck. Now the path is clear. Uber, which is partnering with Wayve, plans to fold autonomous vehicles into its existing London app. Bolt has indicated it will follow. Waymo’s pilot may carry no driver at all from day one. Within twelve months, a Londoner could be hailing a robotaxi on the same screen they currently use to summon a human one.

The human moat

The cabbies’ counter-argument is not that the technology will fail. It is that a London journey is not a navigation problem.

The Knowledge requires aspiring drivers to memorise some 25,000 streets and 20,000 points of interest within a six-mile radius of Charing Cross. Tom Scullion, who has been driving for 34 years, says he is regularly asked to ferry unaccompanied children to school and a regular client’s Irish wolfhound to the vet. The trust is a function of the licence, and the licence is a function of the years of study.

It is also a function of biology. Research by the late Professor Eleanor Maguire at University College London famously demonstrated that the posterior hippocampus, the brain’s spatial filing cabinet, grows measurably larger in qualified cabbies. New work from UCL’s Spatial Cognition Group suggests, intriguingly, that taxi drivers’ route-planning strategies could in turn inform the next generation of AI navigation systems, an irony not lost on the trade.

Whether that biological moat translates into commercial defensibility is the question that matters in the boardroom. Wayve and Waymo are not pitching themselves as better navigators. They are pitching themselves as cheaper, always available and, they argue, safer. In a city where average black cab fares have risen sharply with electric-vehicle financing costs, price competition is the threat the trade has the least answer to.

What it means for UK plc

The substantive question is not whether the cabbie survives, it is what the disruption tells us about Britain’s appetite for tolerating one. The Treasury has banked on AV adoption to lift productivity and rejuvenate UK automotive manufacturing. The National Wealth Fund is reportedly close to backing the Oxford-founded driverless start-up Oxa. Sherbet London has just raised £40m to electrify its black cab fleet, an explicit defensive play. Insurance underwriters, fleet operators, mapping companies and local councils are all being asked to model a scenario that did not exist eighteen months ago.

Three commercial implications stand out. The first is that London is being treated by the world’s largest AV companies as a global proving ground; success here unlocks a regulatory passport to Paris, Berlin and Tokyo. The second is that the United Kingdom, almost uniquely among large economies, has both a credible domestic champion in Wayve and a willing regulator, which is rare leverage in a sector dominated by American capital. The third is that the long-feared “Uberisation” of the taxi industry was, in retrospect, a soft landing. The next disruption removes the driver altogether, and with it the principal cost line, the principal customer-service complaint and, less comfortably, the principal employer of working-class Londoners who never went to university.

The black cab will not vanish overnight. The same regulatory frame that admits Waymo also affirms the taxi trade’s protected status to ply for hire on the street, and the iconography remains commercially valuable: every tourism board on earth would pay to keep a TX5 in the establishing shot. Sherbet’s investors, evidently, agree.

But the economics are unforgiving. The number of “appearances” booked at TfL each year is falling. The capital cost of a new electric London-style cab now exceeds £70,000. And the next generation of would-be cabbies, including 41-attempt Knowledge graduate Anshu Moorjani, are entering a market in which their newly enlarged hippocampi will be competing with neural networks that learn faster every week.

A century after the last horse-drawn hansom left the streets of London, the same city is preparing to host the first commercial robotaxi service in Europe. The Knowledge made the London cab the gold standard of urban transport. Whether it survives the algorithm is now, finally, a question with a deadline.

Read more:
The Knowledge versus the algorithm: inside London’s £42bn robotaxi reckoning

Britain’s small businesses, community energy co-operatives and rural entrepreneurs are being urged to step into the spotlight as the Campaign to Protect Rural England (CPRE) opens nominations for its inaugural Centenary Awards, with a flagship category dedicated to rooftop solar deployment.

The awards, marking 100 years of the countryside charity’s campaigning work, will culminate in a ceremony at the Houses of Parliament on 29 October 2026. Of the six categories on offer, the Best Rooftop Solar Solution award is likely to attract the keenest interest from the SME community, coming at a moment when government policy is decisively tilting in favour of putting panels on roofs rather than fields.

That shift in mood music is no accident. Earlier this year, CPRE warned that nearly two-thirds of England’s largest solar farms have been built on productive agricultural land, with a third sited on the country’s most valuable fields — a finding that has only sharpened ministerial appetite for unlocking the estimated 250,000 hectares of suitable commercial and domestic roof space across the UK. The Department for Energy Security and Net Zero has since signalled a step-change in support for commercial rooftop solar, including business rates relief running through to 2035 and streamlined planning for installations above 1MW.

For the small and medium-sized firms that have long viewed solar as the preserve of the deep-pocketed, the timing could scarcely be better. Businesses generated record volumes of clean power last year, with wind and solar driving the UK’s renewable electricity record — and a growing slice of that came from SME-scale rooftop arrays rather than industrial-scale developments.

CPRE has set a deliberately ambitious bar. Successful nominations should demonstrate some, or ideally all, of four hallmarks: meaningful local community involvement in choosing and approving the site; sensitive design that minimises visual impact on the surrounding landscape; long-term economic benefit for the host community alongside maximised energy efficiency; and the use of innovative solutions or technology to overcome site-specific challenges.

The judging panel reflects that breadth of remit. Emma Fletcher, Innovation Director at Octopus Energy, brings the perspective of one of the country’s most disruptive clean-power players, a business currently investing billions in renewables on both sides of the Atlantic. She is joined by Richard Alvin, Editor at Capital Business Media’s renewable energy title Turning Electric, and a long-standing chronicler of the SME energy transition; Noël Lambert, a founding director of community-finance pioneer Big Solar Co-op; and Juliet Loiselle, Publisher at Warners Group Publications.

It is a line-up calibrated to spot the difference between solar projects that simply tick the carbon box and those genuinely embedded in the communities they serve, a distinction that increasingly separates winners from also-rans in the commercial clean energy market.

Crewenna Dymond, CPRE’s director of communities and participation, said the awards were designed to surface stories that too often go untold.

“As CPRE marks its centenary, these awards are a chance to celebrate the remarkable people and projects already making a difference to our countryside. From innovative housing solutions to community green spaces, there is so much inspiring work happening across England that deserves recognition,” she said.

“Whether you are an individual, a business or a community group, we want to hear your story. Nominations are open to all, and we encourage anyone who cares about the countryside to get involved.”

That open-door approach matters. Recent years have seen a wave of investment commitments aimed at smaller commercial sites — including Electron Green’s pledge to invest up to £1bn to kickstart a solar electricity revolution for UK businesses — yet many of the most ingenious SME-led schemes remain virtually unknown beyond their immediate locality. The Centenary Awards offer an unusually high-profile platform to change that.

Nominations close on 30 June 2026, with winners and highly commended entrants invited to the parliamentary ceremony in October. Self-nominations are accepted, and full criteria are published on CPRE’s National Centenary Awards page.

For SME owners whose rooftop schemes have quietly transformed their balance sheets, their carbon footprints and, crucially in CPRE’s eyes — their communities, this is a rare opportunity to claim a slice of national recognition.

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Rooftop solar pioneers sought as CPRE opens nominations for Centenary Award

After more than a quarter of a century pouring Old Speckled Hen down the throats of British shoppers, Greene King has decided enough is enough.

The Suffolk pub group has agreed to sell its best-known supermarket ale to Damm UK, the British arm of the family-owned Spanish brewer behind Estrella Damm, in a deal that effectively ends its ambitions in the off-trade.

The price has not been disclosed, but the strategic message is loud. Old Speckled Hen, which Greene King has owned since acquiring Morland Brewery in 1999, accounts for more than half of the company’s off-trade sales, the volumes that flow through Tesco, Sainsbury’s, Asda and the independents rather than across the bar. By handing the brand to Damm, chief executive Nick Mackenzie is conceding that the supermarket beer aisle is no longer a battleground worth fighting in.

“This has been a long-term decision,” Mackenzie told The Times, pointing to the structural challenges facing cask ale and the wider beer category. Selling through pubs, restaurants and bars, he added, “is where our long-term strategy and focus is”.

Why a spanish brewer was the natural buyer

For Damm, the deal is the logical next step in a UK push that began in 2023, when it picked up the former Charles Wells brewery in Bedford. The site, rechristened Damm Eagle Brewery, has since been the focus of a £70m investment programme designed to make it the company’s flagship outside Spain, as The Grocer reported when the upgraded facility opened last autumn. Folding Old Speckled Hen, together with Old Golden Hen, Old Crafty Hen and Old Hen sister brands, into that operation gives Damm a heritage British cask name to sit alongside its lager imports, and the volume to keep its new lines humming.

Brewing of the Hen family is expected to migrate from Greene King’s Westgate Brewery in Bury St Edmunds to Bedford by June next year. Crucially for drinkers, the beers will still pull through in Greene King’s 1,600 managed pubs and on supermarket shelves once the transition is complete, according to the Morning Advertiser, which first detailed the wider brewing reset.

A tighter, on-trade-led brewing model

The transaction sits inside a much bigger reshaping of Greene King’s production footprint. The group is pouring £40m into a new, smaller brewery on the edge of Bury St Edmunds, alongside a fresh distribution depot. From next year it will brew only its core on-trade portfolio, Greene King IPA, Abbot Ale and the newer Hazy Day, at the site, replacing the historic Westgate Brewery in the town centre. Belhaven Brewery in Dunbar, East Lothian, is untouched by the changes.

“We are reflecting the size of the new brewery to reflect the market we are now operating in, and the market has changed pretty significantly,” Mackenzie said. “We believe we can control what we can control by focusing on our beers in our pubs.”

That candour will land uncomfortably with brewery staff. Greene King has declined to put a number on the jobs at risk, but a consultation began on Tuesday. The new plant is designed to be more efficient and to need fewer hands. For an industry already navigating brutal economics, the UK lost 100 breweries in 2024 alone, as Business Matters reported in its review of rising brewery insolvencies, it is another sign that scale-back, not expansion, is the order of the day.

The off-trade retreat in context

The decision to walk away from supermarkets is striking, given how much energy big brewers have historically spent on shelf space. But the maths has changed. Off-trade beer is a heavily promotional, low-margin game dominated by global lager brands, while cask ale, once a supermarket fixture, has been in slow retreat as drinkers gravitate to lager, world beers and low-and-no alternatives.

For Greene King, which still pulls a competitive pint through its own estate, the calculus is simpler than ever: a barrel sold in a managed pub earns far more than the same barrel battling for promotional slots in a multiple grocer. The Old Speckled Hen sale crystallises that logic.

The wider strategic reset under hong kong ownership

The brewing shake-up is the latest move in a sweeping rethink of the business under Hong Kong owner CK Asset Holdings, which bought Greene King for £4.6bn in 2019 in a deal led by billionaire Li Ka-shing. Last year the group posted revenues of £2.53bn but slipped to a £23.4m pre-tax loss, with net debt, excluding lease liabilities, running at around £2bn and annual servicing costs of close to £95m.

In March, Greene King confirmed it would sell 150 of its managed pubs and convert another 150 into tenanted houses as part of a refreshed estate strategy. Combined with the brewing slimdown and the Old Speckled Hen disposal, the picture is of a group methodically shedding the things it does not need to own and concentrating capital on what it considers core, wet-led, managed pubs where it controls the customer, the menu and the margin.

“For us, this is about how we future-proof the wider business and how we leverage our model,” Mackenzie said.

What it means For SME drinks and hospitality operators

For independent brewers and smaller pub operators, the implications cut both ways. The exit of a heritage cask brand from Greene King’s in-house portfolio frees up roughly half a pump line’s worth of off-trade attention and could give regional cask ale producers a slightly better shot at supermarket buyers. Equally, Damm’s decision to back a British ale at scale signals continued international appetite for UK-brewed brands, and reinforces Bedford’s emergence as a serious brewing cluster.

The blunter truth, though, is that one of the country’s most recognisable cask ales is now under foreign ownership because its British parent has concluded that supermarkets are not where its future lies. In an industry still struggling with input costs, business rates and shrinking discretionary spend, that is as honest a piece of strategic communication as the sector has heard for some time.

Read more:
Greene King pulls the plug on supermarket strategy with sale of Old Speckled Hen to Spain’s Damm

Britain’s small and medium-sized businesses have been put on notice. From 19 June 2026, exactly one month from today, every organisation that handles personal data will, by law, be required to operate a formal complaints process. Those that fail to prepare risk regulatory action, reputational damage and the slow drip of customer trust eroding away.

The new obligations flow from section 103 of the Data (Use and Access) Act 2025, the most significant reshaping of the UK’s data protection landscape since the post-Brexit settlement. And in a clear signal that the Information Commissioner’s Office is anxious to avoid a repeat of the GDPR scramble of 2018, deputy commissioner Emily Keaney has used the four-week countdown to issue a direct appeal to the smaller end of the market.

“There is still plenty of time to act, and the ICO is here to support you,” Ms Keaney said. “We know that smaller organisations are less likely to have formal complaints processes in place, and that is exactly why we have designed this guidance with you in mind.”

What the new law actually requires

For SME owners and finance directors who have not yet digested the detail, the statutory obligations are mercifully short. Under the new regime, every organisation must give individuals a clear and accessible route to raise a data protection complaint, whether by email, online form, telephone or post. Receipt of a complaint must be acknowledged within 30 days. Businesses must then, “without undue delay”, take appropriate steps to investigate, keep the complainant informed of progress, and communicate the outcome.

Crucially, there are no carve-outs. The rules apply to the corner shop with a customer mailing list just as much as to the FTSE 250 financial services firm. Privacy notices will also need updating to make clear that customers have a right to complain directly to the organisation before escalating to the regulator.

Why this matters more than it might look

On paper, the changes appear modest, a tweak to administrative housekeeping rather than the seismic shock that GDPR delivered seven years ago. But seasoned compliance professionals warn that complacency would be a mistake.

For the first time, individuals will have a statutory right to complain directly to the organisation handling their data, and to expect a structured response within a defined timeframe. That changes the calculus on everything from subject access requests to the handling of data breaches. The ICO has indicated that sectors generating the highest volume of complaints, healthcare, financial services, technology and retail, should expect particular scrutiny.

There is also a commercial logic at work. Resolving a grievance quickly and fairly tends to prevent it from metastasising into something more serious, whether a formal regulatory referral or a customer departure. As any SME operator who has watched a one-star Trustpilot review go viral can attest, the cost of getting the response wrong can dwarf the cost of getting the process right. The wider context is one of rising data risk, with the ICO already pressing the technology sector to embed privacy by design into AI products, a sign of how high the regulatory bar is climbing.

The ICO’s olive branch

The regulator’s tone this time is markedly different from the rather schoolmasterly approach that characterised the early GDPR rollout. The guidance, published in February following a public consultation that drew more than 85 responses, is studded with practical examples and worked-through scenarios pitched squarely at smaller firms without dedicated compliance teams.

“A data protection complaint can come from any customer at any time,” Ms Keaney noted. “Having a clear process means you can respond quickly, resolve issues fairly and protect the trust your customers place in you. We are not here to catch businesses out, we are here to help you get ready.”

That conciliatory framing should not, however, be mistaken for indefinite patience. Once the 19 June commencement date passes, the ICO will have the power to take enforcement action against organisations that fail to operate a compliant process, and the line between supportive regulator and active enforcer can move quickly.

A four-week action list

For business owners still unsure where to begin, the practical steps are reasonably straightforward. Decide who inside the business will own the complaints process and ensure they have the authority to investigate and respond. Build a simple, visible route for customers to raise complaints — usually a dedicated email address or web form, signposted in the privacy notice. Document the workflow, including how the 30-day acknowledgement deadline will be met. Train any customer-facing staff on what to do if a complaint lands in their inbox.

Owners who already operate under data protection frameworks will recognise much of this from existing good practice. For a refresher on the broader compliance landscape, our complete guide to GDPR compliance in the UK sets out the foundations, while our explainer on the difference between data controllers and processors is worth bookmarking for any business that shares customer data with third parties.

The bottom line

For Britain’s 5.5 million SMEs, the message from regulators is clear: 19 June is not a target, it is a deadline. The four weeks ahead are not an invitation to delay, but a window to prepare. Done well, the new complaints process is a modest piece of administrative plumbing that can quietly strengthen customer relationships. Done badly, or not at all, it is a regulatory exposure that few small businesses can afford to carry.

The ICO has, unusually, all but rolled out a welcome mat. The smart move for SME owners is to walk through the door before someone else knocks.

Read more:
ICO Warns SMEs: one month to comply with new Data Complaints Law

For all the column inches lavished on hoodie-wearing teenage coders and so-called “Silver Starter” retirees launching second-act ventures from the kitchen table, the typical British entrepreneur looks remarkably like the one who turned up at Companies House a quarter of a century ago. They are 43 years old, mid-career, and, by the looks of it, completely unmoved by fashion.

That is the central finding of a sweeping new study by company formation agent 1st Formations, which has crunched more than 9.2 million UK director appointments stretching back to the year 2000. Across 26 years of dot-com booms, banking collapses, a Brexit referendum and a global pandemic, the average age at which Britons take the plunge into running their own company has scarcely shifted, hovering between 41 and 44 throughout.

A stubbornly steady number

The data tracks a gentle drift upwards in the early years of the millennium, with the mean founder age sitting at 42 across 2000 to 2009 before nudging to 44 between 2010 and 2019. From 2011 right through to 2023, it parked itself stubbornly at 44, before easing back to 43 in both 2024 and 2025 – the first material decline in more than a decade.

The pattern holds with eerie consistency against the backdrop of the past quarter-century’s defining moments. The dot-com boom of 2000 produced an average founder age of 41. By 2008, with Lehman Brothers collapsing and the financial system in freefall, that figure had crept to 43. The post-recession recovery and the Brexit referendum vote of 2016 both registered 44. The pandemic year of 2020 did the same. And the current AI and green-energy gold rush, far from minting a wave of twentysomething founders, has so far produced an average age of 43, almost identical to the figure recorded at the dawn of the millennium.

The numbers cover an extraordinary span of would-be company directors, from 16-year-olds, the legal floor set by the Companies Act 2006, to a 110-year-old who took on a directorship in 2012. The average age of the oldest founder in any given year is 91, suggesting the entrepreneurial itch is one that lasts the best part of seven decades.

Why mid-career still wins

The picture is at odds with much of the cultural mythology around start-ups, which tends to oscillate between dorm-room prodigies and silver-haired second-acters. Yet the figures align with a broader truth about the country’s business base: small and medium-sized enterprises make up 99.9% of the UK’s private sector and employ roughly 16.9 million people, according to the latest Department for Business and Trade business population estimates. The economy’s beating heart, in other words, is run by people who have already spent a couple of decades in someone else’s payroll.

Graeme Donnelly, founder and chief executive of 1st Formations, argues that the sheer volume of data strips the romance out of the debate. “When you are analysing over 9 million data points, the noise of ‘trends’ disappears and the reality emerges,” he says. “British business thrives on experience. Today, the average age to start a business matches that of the millennium’s start.

“While younger generations enter the business world and veterans continue to grow, the heavy lifting of the economy is done by the 43 Club. These are professionals who have spent decades honing their craft before taking the leap.”

It is a useful corrective. The classic mid-life founder profile, a manager with a hard-won contact book, a mortgage to defend and a working understanding of cash flow, has long been the unglamorous engine room of British enterprise, even as media attention drifts elsewhere.

The Gen Z asterisk

That said, the picture at the edges of the dataset is changing fast. A Glassdoor-Harris poll cited in the study suggests 57% of Gen Z workers now run some form of side hustle, fuelled by social platforms that allow a teenager in a bedroom to test a product on a global audience for the price of a ring light. Business Matters has previously reported on the growing army of UK side-hustlers turning hobbies into income streams, as well as the broader entrepreneurship boom among young Britons, two-thirds of whom now say they intend to work for themselves.

At the other end of the spectrum, the rise of the so-called Silver Starter, older founders launching their first venture after 50, continues apace, supported in part by a significant uptick in over-50s drawing on the British Business Bank’s Start Up Loans scheme.

The slight dip in average founder age to 43 in 2024 and 2025 may yet prove the start of something more meaningful. The current cohort is starting businesses against a backdrop of accessible AI tooling, lower fixed costs and a sharp pivot towards the green economy, all of which lower the barriers that traditionally kept first-time founders in mid-career rather than their twenties.

What it means for SME Britain

For lenders, advisers and policy-makers wondering where to point their attention, the message from the 1st Formations data is more nuanced than the headlines suggest. The growth at the margins – teen side-hustlers and seasoned career-changers, is real and worth nurturing. But the Federation of Small Businesses’ latest data on the UK’s 5.5 million-strong small business population underlines that the country’s economic resilience still rests on the experienced middle: people who have done their time, know their market, and decide, somewhere around their forty-third birthday, that they would rather build something of their own.

Through dot-com, downturn, Brexit and Covid, that has been the one constant. Britain, it turns out, prefers its founders battle-tested.

Read more:
The ’43 club’: why Britain’s typical entrepreneur has barely aged a day in 25 years

Standard Chartered has fired the latest, and loudest, warning shot in the City’s march towards an artificial intelligence-led workforce, confirming plans to shed almost 7,800 back-office roles by 2030 just as fresh figures show Britain’s jobs market sliding into its weakest patch since the pandemic.

The emerging markets lender, headquartered in the City of London, told investors at a strategy day in Hong Kong that it would strip out more than 15 per cent of its corporate functions over the next four years, with chief executive Bill Winters arguing the move was less about cost and more about reweighting the bank towards technology. Details of the overhaul were set out at the bank’s investor event, which also unveiled a target to lift income per employee by around a fifth by 2028.

“It’s not cost cutting: it’s replacing, in some cases, lower-value human capital with the financial capital and investment capital we’re putting in,” Winters told analysts. The FTSE 100 group said it was “scaling practical uses of automation, advanced analytics and AI to streamline processes, improve decision-making and enhance both client service and internal efficiency”.

The cuts will land hardest in human resources, risk and compliance, with the bank declining to give a UK breakdown. Operations understood to be in the firing line include sizeable back-office hubs in India, China, Malaysia and Poland, although a chunk of the reduction is expected to come through natural attrition and internal redeployment rather than outright redundancy.

A sharper edge from the ONS

The timing has done Standard Chartered few favours. The Office for National Statistics said this morning that UK vacancies fell by 28,000 to 705,000 in the three months to April, the lowest tally in five years, while the unemployment rate edged up to 5 per cent in the three months to March. More striking still, payrolled employment dropped by 100,000 in April alone, suggesting firms are no longer simply easing off the hiring pedal but actively trimming headcount.

Liz McKeown, the ONS director of economic statistics, said lower-paying sectors such as hospitality and retail had seen “some of the largest falls in vacancies and payroll numbers”. Sanjay Raja, chief UK economist at Deutsche Bank, was blunter: the figures, he said, would “stop the MPC in its tracks”, with unemployment running hotter than forecast and payrolls suffering what he described as a “mammoth fall”.

For SME owners, that combination, slowing demand for labour, a softer high street and a Bank of England that may now hesitate on rate cuts, is the most uncomfortable since the post-Covid wage squeeze of 2022.

Not alone in the City

Standard Chartered’s announcement adds to a thickening pile of bank restructurings driven, at least rhetorically, by AI. HSBC has flagged that up to 20,000 roles are at risk as it accelerates its own automation programme, while Morgan Stanley is cutting around 2,500 jobs even as revenues hit record highs. DBS, the Singaporean lender, has already warned of around 4,000 contract and temporary positions going, and Meta, Amazon and Oracle have unveiled their own sizeable reductions as capital is funnelled towards data centres rather than desks.

The pattern is no longer fringe. Recent research suggests one in six UK employers expects to make AI-driven job cuts within the next year, with clerical, junior managerial and administrative roles consistently identified as the most exposed. For smaller businesses sitting downstream of the FTSE giants, from compliance bureaux servicing the big banks to back-office software vendors, the message from Winters this week is awkward: the customer base for routine human processing is shrinking, and quickly.

Charles Radclyffe, the AI entrepreneur, framed the structural shift bluntly. “Every time we bill [for a month’s AI work],” he said, “that is a job from the economy gone and moved into a data centre.”

What it means for SMEs

For UK SMEs, the read-across is twofold. First, the model adopted by Winters, running headcount through the lens of income per employee rather than absolute cost, is already filtering down to mid-market boardrooms, and finance directors should expect to be asked the same productivity questions in their next budget cycle. Second, the rising unemployment figure quietly rewrites the talent equation: the war for back-office staff that defined the past three years is easing, but so is the spending power of the consumers those staff support.

If Standard Chartered is right that the bank of 2030 will run on materially less human capital, the question for British smaller firms is not whether to follow, but how fast they can sensibly do so without hollowing out the institutional knowledge that makes them defensible in the first place.

Read more:
Standard Chartered to swap 7,800 back-office jobs for AI as UK labour market wobbles

Britain’s labour market has buckled under the twin weight of geopolitical turmoil and stubbornly high interest rates, with the unemployment rate climbing unexpectedly to 5 per cent and payrolls plunging by 100,000 in April, the steepest monthly fall in years.

Figures released by the Office for National Statistics (ONS) on Tuesday showed the jobless rate edging up from 4.9 per cent in the first quarter, confounding City forecasters who had pencilled in no change. The fall in payrolls was sharply worse than the 28,000 decline economists had anticipated, and follows a 28,000 contraction in March, signalling that the cooling that has gripped the British jobs market for the best part of two years is now hardening into something closer to a freeze.

Job vacancies tumbled to their lowest level in five years, an ominous bellwether for small and medium-sized employers already squeezed by elevated borrowing costs and faltering consumer demand. The Bank of England, which only weeks ago warned that hiring intentions were weakening, now expects the unemployment rate to peak at 5.1 per cent in the second quarter, in line with its April 2026 Monetary Policy Report.

Iran war casts long shadow over hiring

Behind the figures lies a stark geopolitical backdrop. The United States–Iran war has now entered its eleventh week, with no immediate prospect of a reopening of the Strait of Hormuz, the narrow waterway through which roughly a fifth of the world’s oil and gas supply has historically transited. The closure has driven a fresh spike in global energy prices and forced UK businesses, from manufacturers to hospitality operators, to put hiring and capital expenditure on ice. The supply shock, as Business Matters has previously reported, has pushed oil close to $120 a barrel and rattled global markets.

For SMEs, the message from the boardroom is plainly defensive. Recruitment freezes, deferred investment and rationed inventory have become the order of the day across sectors most exposed to discretionary consumer spending. The ONS noted that the sharpest declines in vacancies and payrolls have come from hospitality and retail, two pillars of the British high street that were already grappling with rising employment costs before the energy shock landed. The squeeze echoes earlier warnings that hospitality has been hit hardest in the wake of recent tax rises.

Pay growth slips below price rises

Wage growth, once the great hope of households battered by the cost-of-living crisis, is also losing steam. Average weekly earnings excluding bonuses slowed to 3.4 per cent between January and March, down from 3.6 per cent, leaving pay rising only fractionally above the March inflation reading of 3.3 per cent. Including bonuses, the picture was slightly stronger, with average wages up 4.1 per cent compared with 3.9 per cent in the previous rolling quarter.

That fragile real-terms gain is unlikely to last. Headline inflation, which had been on a steady downward path, is expected to dip to 3 per cent in April when temporary government measures to cap household energy bills came into force, but economists warn the relief will be short-lived as the Bank of England weighs interest rate decisions against the Middle East oil shock. With Brent crude trading well above pre-war levels, food and fuel inflation are likely to reassert themselves over the summer.

Liz McKeown, director of economic statistics at the ONS, said the labour market remained “soft”, noting that vacancies were at their lowest level in five years and unemployment higher than a year ago. “The number of payroll employees continued to fall in the three months to March, while regular wage growth slowed further,” she said. “Lower-paying sectors such as hospitality and retail have seen some of the largest falls in vacancies and payroll numbers, both in recent months and over the last year.”

Real pay set to slide

For workers, the implications are sobering. Yael Selfin, chief economist at KPMG, warned that with both private and public sector pay growth easing, “workers are likely to face a period of declining real pay, as headline inflation is set to outpace earnings, driven by higher energy and food prices.” Martin Beck, chief economist at WPI Strategy, added that “the latest labour market data suggest the UK jobs market is starting to feel the repercussions of higher energy prices, geopolitical uncertainty and weaker business confidence.”

For Britain’s 5.5 million small businesses, the data is more than a statistical curiosity, it is a warning shot. With borrowing costs unlikely to fall meaningfully before clarity returns to the Gulf, and consumer-facing sectors bearing the brunt of weaker demand, the second half of 2026 looks set to test the resilience of the SME economy in ways not seen since the pandemic.

The Bank of England’s next move will be closely watched. Threadneedle Street faces an unenviable choice between cutting rates to support a softening labour market and holding firm against the inflationary echoes of the Hormuz crisis. Either way, the era of cheap hiring and easy growth that defined much of the post-pandemic recovery now feels firmly behind us.

Read more:
UK jobless rate climbs to 5% as Iran war and Hormuz shock chill hiring

Peter Kyle has issued a defiant message to the boardrooms of corporate Britain: the government’s long-awaited crackdown on late payments will not be diluted, no matter how loudly big business lobbies against it.

In an interview with Business Matters, the Business Secretary said he would not “resile from delivering” what he described as a “step change in the relationship between all larger businesses and their supply chains” as the Small Business Protections (Late Payments) Bill is laid before parliament on Tuesday.

The legislation, billed by Whitehall as the most far-reaching shake-up of commercial payment rules in more than 25 years, caps payment terms at 60 days for large firms paying smaller suppliers, imposes mandatory interest of 8 per cent above the Bank of England base rate on overdue invoices, and hands the Small Business Commissioner sweeping new powers to investigate, name and fine serial offenders. It also outlaws the controversial use of “retentions” in the construction sector, a practice in which main contractors withhold a portion of a supplier’s bill, ostensibly as a defects guarantee, but which the government argues has long been abused to prop up cashflow further up the chain.

According to government figures, poor payment practices drain roughly £11 billion a year from the UK economy and contribute to the closure of an estimated 38 small businesses every day.

A line in the sand

Kyle was unequivocal when asked whether ministers would soften the bill in the face of pressure from corporate Britain. “I am fighting to bring more fairness to our economy,” he told Business Matters. “Sixty days is a solid, reasonable outer limit for paying a small business.”

He claimed the reforms would give the UK “the strongest legal framework in the G7” on commercial payments — a point ministers have made repeatedly since the package was first trailed earlier this year.

“An unhealthy economy is one in which businesses are exploited or strangled to death,” he said. “I don’t think there are many people in their personal lives, let alone in their professional lives, that think it’s reasonable to wait more than two full months to be paid.”

His comments come amid mounting unease in Westminster that the legislation could be watered down at committee stage. Both the British Retail Consortium and the Confederation of British Industry have flagged concerns. The CBI warned last week that the new rules must be “balanced carefully against the need to protect the competitiveness of larger businesses — particularly those operating across complex supply chains”.

Supporters of the bill, however, see those interventions as precisely the reason ministers cannot afford to flinch. Craig Beaumont, executive director at the Federation of Small Businesses, pulled no punches. “Many big businesses are using small businesses for free credit, and some are busy lobbying to keep it,” he said. “As this bill goes through parliament, it absolutely must not be watered down. Victims don’t want a balanced approach with perpetrators.”

A commissioner with teeth

For the reforms to bite, much will hinge on enforcement — and on Emma Jones, the small business commissioner appointed last year to take on Britain’s payment culture. Until now her office has been seen by critics as toothless, having not used its existing “name and shame” powers since Labour came to power. The government has said that is because no complaint from suppliers had merited that step.

Kyle insisted that would change once the new bill became law, and made clear he expected Jones to use her new powers assertively, including fines that could run into the tens of millions of pounds for “persistently” late payers.

“I’m empowering her to do these things, and she also has my full backing to act as swiftly as possible,” he said. “We need to have swift inquiries, swift judgments, and we need to have swift enforcement. And that will lead to the behaviour change we need.”

A drag on growth

The political logic for Kyle is clear enough. Cashflow remains the single biggest pressure point for Britain’s 5.5 million small and medium-sized enterprises, and recent figures suggest the problem is getting worse, not better, with UK firms hitting record levels of late invoice payments and SMEs collectively left more than £100 billion out of pocket last year.

For a government that has staked its growth agenda on unblocking the supply side of the economy, the message that businesses can no longer treat their smaller suppliers as a free line of credit is, by ministerial standards, an unusually sharp one. Whether the bill survives its passage through parliament without significant amendment will be the first real test of how serious Kyle is about that promise.

Read more:
Kyle vows no climbdown on late payment crackdown as landmark bill enters parliament