Marks & Spencer has become the first major UK grocer to publicly back the Retail Trust’s Let’s Respect Retail campaign as it calls for tougher action against abuse and intimidation of shopworkers.
The campaign urges customers to treat retail staff with greater courtesy and respect, while providing workers with practical resources to help prevent, manage and recover from hostile incidents. Hundreds of retailers already support the initiative.
M&S said its backing forms part of its wider efforts to improve colleague safety and wellbeing, alongside investment in store security and work with policing partners to tackle retail crime.
Through its existing partnership with the Retail Trust, the retailer’s 65,000 colleagues can access specialist support following incidents of abuse or intimidation, as well as practical resources and a confidential 24-hour helpline.
The move comes amid continued concern over violence and aggression towards shop staff.
Research carried out by the Retail Trust for the campaign found that 77 per cent of retail workers experienced intimidating behaviour from customers in 2025, while 23 per cent said they had been physically assaulted. Around 43 per cent reported experiencing abuse or attacks every week.
M&S retail director Thinus Keeve said the retailer’s colleagues deserved to feel safe and respected at work, stressing that abuse should not be regarded as an accepted part of working in retail.
He added that retailers, policymakers, law enforcement and the public all had a role to play in creating safer workplaces and called on other businesses to support the campaign.
Retail Trust chief executive Chris Brook-Carter said M&S’s involvement sent a strong message that intimidation, abuse and violence at work were unacceptable and demonstrated how retailers could take meaningful steps to protect employees.
He said the campaign was also designed to remind customers that relatively simple acts of courtesy could improve the experience of workers facing hostility on a regular basis.
The Retail Trust is set to step up the Let’s Respect Retail campaign ahead of Christmas, having previously displayed its messaging on digital screens at locations including Piccadilly Lights, Heathrow Airport and shopping centres.
Click here to sign up to Retail Gazette‘s free daily email newsletter
