M&S Halts Agency Work After Major Cyberattack

Marks & Spencer (M&S), one of the UK’s leading retailers, has instructed some agency workers to stay home following a severe cyberattack.

The attack, which began on April 21, crippled the company’s online and in-store operations across the UK and Ireland, leaving customers frustrated and sparking a financial hit for the retailer.

Cyberattack Shuts Down Services

The cyberattack struck M&S on April 21, targeting its digital infrastructure. Contactless payments stopped working in stores, and click-and-collect services were unavailable.

By April 25, M&S was forced to suspend all online orders on its website and mobile app. Customers faced delays, canceled orders, and confusion. The company is now processing refunds for affected purchases.

M&S described the attack as “sophisticated” and said it caused “significant disruption.” Stores remained open, but staff struggled to manage without key systems.

Shoppers praised in-store workers for staying professional under pressure.

Investigation Launched

M&S quickly reported the incident to the National Cyber Security Centre (NCSC) and the National Crime Agency.

The Information Commissioner’s Office was also informed due to potential data privacy concerns. Cybersecurity experts were brought in to investigate the breach and help restore systems.

As of now, no group or individual has claimed responsibility for the attack. Authorities are working to identify the culprits, but details remain scarce.

Experts suspect it could be the work of organized cybercriminals, possibly seeking financial gain or data theft.

Agency Workers Sent Home

To manage the crisis, M&S told some agency workers to stay home. These workers, often hired for temporary roles in warehouses or stores, were deemed non-essential while the company focuses on recovery. Permanent staff continue to work, supporting efforts to get operations back on track.

The decision has raised concerns about job security for agency workers, who rely on short-term contracts. M&S has not said how long the suspension will last or if workers will be compensated.

Financial and Reputational Damage

The cyberattack has taken a toll on M&S. The company’s shares dropped by 5% after news of the breach spread.

Analysts warn that the disruption could hurt customer trust, especially during a busy shopping period. M&S has been working to rebuild its reputation after years of challenges in the retail sector.

The attack also highlights the growing threat of cyberattacks on major businesses. Retailers, with their large customer databases and digital systems, are prime targets for hackers.

M&S Responds

M&S issued a public apology to customers for the inconvenience. The company said it is “working around the clock” to fix the issue and restore full services. Updates have been shared on social media, urging customers to check the website for the latest information.

In-store staff have been commended for their efforts. “Our teams have shown incredible resilience,” an M&S spokesperson said. The retailer is also contacting affected customers directly to process refunds and address concerns.

What’s Next?

M&S is focused on getting its systems back online. The company has not given a timeline for when services will fully recover. Meanwhile, the investigation into the cyberattack continues, with authorities and experts working to uncover how it happened and who was behind it.

The incident serves as a stark reminder of the risks businesses face in an increasingly digital world. For now, M&S customers and workers are left waiting for normal operations to resume.

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