If you would like to succeed your business - change your manager as he don't have a clue how to act as a manager. He is thinking that he is well educated man, he also telling you that he was studying IT in his past.
Horrendous franchise owner in Plymouth no regard for employees and they refuse to pay you what you are owed
Get rid of the manager and the owner of the stores.
Offer loyalty benefits to staff. I see a lot of people treat this as a throw away job. people dont stay long and those that do see no appreciation for their service or any benefits for example someone who has stayed with the company 2 years+ should get a premium hourly rate or something, as a way the company can show they value staff. As it stands now long term staff dont feel like they are valued.
Make sure the franchises are operating correctly and legally.
Get professional managers and tell them about workers right in U.K. .
Get more training done in Scotland.
Have an easy way for people working in stores to apply for a job at head office and possibly move up within the company.