M&S Demands UK Action on Soaring Retail Crime

Marks & Spencer (M&S) has called for stronger police involvement and tighter government coordination in response to what it describes as a worsening pattern of retail crime and abuse directed at staff across its UK stores. The appeal was made by M&S retail director Thinus Keeve, who said the scale and intensity of incidents have increased, including organised shoplifting and violence.

Keeve said the retailer has already spent tens of millions on security measures, but argues that company-led steps cannot solve the problem on their own. He has raised the issue with London Mayor Sadiq Khan and Home Secretary Shabana Mahmood, pointing to episodes that M&S says show how quickly situations can escalate. These include gangs forcing open locked cabinets, large groups entering stores and ransacking them, and staff being assaulted.

One recent incident cited occurred in Clapham, south London, where several hundred young people gathered and some entered an M&S store. Officials said the event resulted in six arrests and assaults on five individuals, including four police officers. M&S also referenced incidents in Rochdale and Solihull, which it linked to anti-social behaviour that it said has been fuelled by online trends.

Industry bodies have echoed the company’s concerns. The British Retail Consortium (BRC) and the Institute of Customer Service said abuse and violence have become a regular experience for customer-facing workers, reinforcing calls for a more coordinated response that goes beyond individual retailers’ security spending.

Official data also points to a rise in shoplifting. The Office for National Statistics recorded a 5% increase in shoplifting offences in England and Wales, with 519,381 incidents in the year to September. The figures provide a national backdrop to the incidents described by M&S, though the company did not provide store-by-store totals in its comments.

From the government side, Crime and Policing Minister Sarah Jones acknowledged the issue and said the government is giving police stronger powers. She cited a change that includes ending immunity for thefts under 200. How quickly those measures translate into reduced incidents in stores remains uncertain, and M&S has said broader support is needed alongside retailer-led security efforts.