Marks & Spencer Staff Express Fear Over Escalating Shoplifting Violence
Staff at Marks & Spencer are reportedly "worried about coming into work" as the high street giant faces a surge in aggressive and organised retail crime. Senior executives have issued stark warnings, detailing incidents where employees have been hospitalised, assaulted, and subjected to daily abuse.
Violent Incidents and Organised Gangs Plague Stores
In a public statement, M&S retail director Thinus Keeve described retail crime as becoming "more brazen, more organised and more aggressive." He highlighted a series of alarming events from the past week alone, including gangs forcing open locked cabinets, shelves being stripped bare by brazen thieves, and a large group of young people ransacking a store before assaulting a security guard.
One particularly harrowing incident involved a colleague being hospitalised after having ammonia thrown in their face. Another staff member was headbutted while attempting to defuse a tense situation. Keeve emphasised that while the problem is worse in London, it is occurring nationwide and becoming routine due to a perceived lack of consequences.
Government and Mayoral Criticism Amid Calls for Action
M&S has directly criticised the Government and London Mayor Sadiq Khan for inadequate responses. In a message on the company's website, Keeve wrote, "Without a government seriously cracking down on crime and a Mayor that prioritises effective policing we are powerless." The retailer has taken formal steps, with Keeve writing to Mayor Khan and chief executive Stuart Machin writing to Home Secretary Shabana Mahmood, urging more decisive action.
Adam Hawksbee, head of external affairs at M&S, echoed these concerns on BBC Radio 4's Today programme. He noted that while retail crime has always been a challenge, it feels significantly worse in recent weeks and months. Hawksbee explained the profound impact on staff morale, stating that colleagues feel nervous about their journey home and disheartened when official crime statistics do not reflect their daily experiences.
National Statistics Reveal Rising Shoplifting Trends
Latest Office for National Statistics figures show shoplifting offences in England and Wales increased to 519,381 in the year to September 2025, a 5% rise from the previous year's 492,660. Although slightly below the record 530,439 offences recorded in the year to March 2025, the trend remains concerning. The British Retail Consortium has highlighted that organised retail crime is particularly worrying, as theft often triggers violence and abuse against retail workers.
Legislative Measures in Progress
In response to the crisis, the Crime and Policing Bill is advancing through Parliament. Once passed, it will make assaulting a retail worker a specific offence and reclassify low-value shoplifting of goods up to £200 as general theft, carrying a maximum sentence of seven years in prison. The Bill has cleared both the Commons and Lords and is currently undergoing a final "tidying up process" before becoming law.
M&S executives stress that their colleagues come to work to serve customers and take pride in their roles, but too many now face theft, intimidation, and abuse as part of their daily reality. This environment erodes confidence, impacts wellbeing, and risks driving skilled workers out of the retail industry entirely.
