Marks & Spencer backs Retail Trust campaign to tackle abuse of retail workers

British department store Marks & Spencer has said that it has become the first major UK grocer to publicly support the Retail Trust’s ‘Let’s Respect Retail’ campaign, striving for a mission to improve safety and wellbeing for its store colleagues.

The campaign aims to tackle abuse, intimidation and aggression towards retail workers, while encouraging customers to show greater respect towards those working on the high street. Retail Trust research found that 77 percent of retail workers experienced intimidating behaviour from customers in 2025, while 23 percent were physically assaulted.

The retailer's support builds on its existing partnership with the Retail Trust, through which its 65,000 colleagues have access to specialist support following incidents involving abuse or difficult customer interactions. This includes wellbeing resources, a confidential 24-hour helpline and additional support where required.

Marks & Spencer is also continuing to invest in security measures and work with policing partners to address retail crime, it stated in a press release.

In a statement, Thinus Keeve, retail director, said: "Our colleagues are at the heart of Marks & Spencer and every one of them deserves to feel safe, respected and valued when they come to work. While the vast majority of customer interactions are positive, abuse should never be accepted as part of the job. That's why we're proud to become the first major UK grocer to support the Retail Trust's Let's Respect Retail campaign.

"Creating safer environments for retail workers requires action from all of us. Retailers, policymakers, law enforcement and the public all have a role to play. We hope others will join us in supporting the campaign and helping create a culture where everyone working in retail is treated with dignity and respect."