M&S Staff Express Fear Over Workplace Safety Amid Escalating Retail Crime
Senior bosses at Marks & Spencer have revealed that staff members are increasingly "worried about coming into work" due to a surge in violence and abuse incidents. The retailer has called on the government to take more decisive action to tackle retail crime, highlighting that customer-facing employees face daily threats.
Recent Incidents Highlight Growing Concerns
In a stark example of the dangers, one M&S employee was recently hospitalized after having ammonia thrown in their face. This incident occurred amidst broader unrest, including a situation in Clapham, south London, where hundreds of youths swarmed high street shops as part of an online trend, further exacerbating safety fears.
Thinus Keeve, M&S retail director, criticized the government and London Mayor Sir Sadiq Khan in a message on the company's website. He stated, "Without a government seriously cracking down on crime and a Mayor that prioritises effective policing we are powerless." M&S has taken proactive steps, with Keeve writing to Sir Sadiq and chief executive Stuart Machin contacting Home Secretary Shabana Mahmood to demand more robust measures.
Impact on Staff Wellbeing and Industry Retention
Adam Hawksbee, head of external affairs at M&S, emphasized the toll on employees during a BBC Radio 4 interview. He noted that while staff are resilient, the rising crime rates have a clear impact, causing anxiety about commuting to work and returning home. Hawksbee explained, "For them it means they're worried about coming into work, they might be nervous about the journey home, and that's not the position we want our colleagues to be in."
Keeve added that retail crime is becoming more brazen, organised, and aggressive, with recent incidents including gangs forcing open locked cabinets, large groups ransacking stores, and assaults on security guards. He warned that this environment erodes confidence, impacts wellbeing, and drives people out of the retail industry, as employees face theft, intimidation, and abuse as part of their daily reality.
Statistical Context and Legislative Response
According to the latest Office for National Statistics figures, shoplifting offences in England and Wales rose to 519,381 in the year to September 2025, a five percent increase from the previous year. Although slightly below the record 530,439 offences in the year to March 2025, the British Retail Consortium has expressed concern over the rise in organised retail crime, linking it directly to violence against workers.
In response, the Crime and Policing Bill, which has cleared both the Commons and Lords, aims to address these issues by making assault of a retail worker a specific offence and reclassifying low-value shoplifting with a maximum sentence of seven years in prison. The bill is currently undergoing a final review process before becoming law.
M&S continues to advocate for stronger enforcement and support to ensure a safer working environment, stressing that without effective action, staff safety and industry stability remain at risk.
