Marks & Spencer Staff Express Fear Over Workplace Safety Amid Rising Retail Crime
Staff at Marks & Spencer are reportedly "worried about coming into work" due to escalating shoplifting incidents that have turned violent, according to senior executives at the retail giant. The company has issued a stark warning to the government, calling for more robust measures to tackle what it describes as a worsening crisis in retail crime across the UK.
Violent Incidents and Staff Trauma
In a recent statement, M&S retail director Thinus Keeve highlighted that customer-facing employees are subjected to daily violence and abuse. One particularly harrowing incident in the past week saw a staff member hospitalised after having ammonia thrown in their face. Keeve emphasised that retail crime is "becoming more brazen, more organised and more aggressive," with examples including gangs forcing open locked cabinets, large groups ransacking stores, and assaults on security personnel.
Adam Hawksbee, head of external affairs at M&S, echoed these concerns in an interview with BBC Radio 4's Today programme. He noted that while staff are resilient, the psychological impact is significant, with colleagues feeling nervous about their journey home and disillusioned by media reports suggesting crime numbers are decreasing. "It really doesn't feel like that to us," Hawksbee quoted staff as saying.
Clapham Unrest and Online Trends
The warnings follow recent unrest at an M&S store in Clapham, south London, where hundreds of youths swarmed high street shops as part of an online trend known as "link-ups." These coordinated meet-ups have led to surges of theft and disorder, exacerbating fears among retail workers. Keeve criticised both the government and London Mayor Sadiq Khan, stating, "Without a government seriously cracking down on crime and a Mayor that prioritises effective policing we are powerless."
M&S has taken direct action, with Keeve writing to Mayor Khan and chief executive Stuart Machin contacting Home Secretary Shabana Mahmood to demand more decisive interventions. The retailer asserts that the problem is particularly acute in London but is occurring nationwide, becoming routine due to a perceived lack of consequences.
National Statistics and Industry Response
Latest Office for National Statistics (ONS) figures show shoplifting offences in England and Wales increased to 519,381 in the year to September 2025, up 5% from the previous year. Although slightly below the record 530,439 offences recorded in the year to March 2025, the British Retail Consortium has labelled the rise in organised retail crime as "particularly concerning," noting that theft often triggers violence against workers.
In response, the Crime and Policing Bill, which has cleared both the Commons and Lords, aims to address these issues. Once passed, it will make assault of a retail worker a specific offence and reclassify low-value shoplifting (up to £200) under general theft, with a maximum sentence of seven years in prison. The bill is currently undergoing a "tidying up process" between parliamentary houses to finalise the legislation.
Impact on Staff Wellbeing and Industry Retention
Keeve lamented that instead of focusing on customer service, many M&S staff are dealing with theft, intimidation, and abuse as part of their daily reality. This environment erodes confidence, impacts wellbeing, and drives people out of the retail industry. The company urges immediate action to protect workers and restore safety in high street stores, highlighting that the current situation is unsustainable for both employees and businesses.
