- M&S becomes the first major UK grocer to publicly support the Retail Trust's ‘Let's Respect Retail’ campaign, calling for greater respect for retail workers across Britain's high streets
- Support builds on M&S and the Retail Trust’s long-standing partnership, committed to colleague wellbeing and safety
- The partnership provides colleagues with access to specialist support if they experience abuse, intimidation or other challenging customer interactions
- M&S and the Retail Trust are encouraging other retailers, policymakers and the public to work together to create safer, more respectful environments for retail workers
Marks & Spencer today announced its support for the Retail Trust's ‘Let's Respect Retail’ campaign, becoming the first major UK grocer to publicly back the initiative and reinforce the message that everyone working in retail deserves to feel safe, respected and valued at work.
Let’s Respect Retail is run by the Retail Trust, the charity for retail workers, to tackle abuse against shopworkers and encourage shoppers to show simple acts of courtesy, kindness and respect towards the people who serve customers and communities every day.
Hundreds of retailers have backed the campaign, and the Retail Trust will be once again calling on shoppers to act respectfully in the run up to Christmas after major digital screens including Picadilly Lights, at Heathrow Airport and in shopping centres displayed this message last year.
M&S's support builds on a long-standing partnership with the Retail Trust that forms part of the retailer's wider commitment to colleague safety and wellbeing. Alongside continued investment in security measures and collaboration with policing partners to help tackle retail crime, the business is working to ensure colleagues feel protected and supported before, during and after challenging incidents.
Through the partnership, M&S colleagues have access to the Retail Trust’s range of wellbeing services, including specialist support following incidents of abuse, intimidation or other difficult customer interactions, alongside practical resources, a confidential 24-hour helpline and additional support where needed.
Thinus Keeve, Retail Director at M&S, said: "Our colleagues are at the heart of M&S 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."
Chris Brook-Carter, chief executive of the Retail, Trust said: “We’re proud to be working with M&S to bring an end to unacceptable behaviour on British high streets and to provide thousands of retail workers with the support they need to protect their wellbeing.
“M&S’s commitment to Let’s Respect Retail sends out a powerful message that no one should face intimidation, abuse or violence at work and shows how retailers can create safer and more respectful shopping environments by taking meaningful action to support their staff.
“Let’s Respect Retail reminds us all that we have a role to play in creating better shopping experiences for everyone. Even the simplest acts of looking up, sharing a greeting and saying thank you can make a huge difference for people who are experiencing daily hostility.”
Notes to editors
- ‘Let's Respect Retail’ is a national campaign led by the Retail Trust to tackle abuse, aggression and intimidation towards retail workers, while encouraging greater respect for colleagues working across the retail sector.
- Retail Trust research carried out for Let’s Respect Retail in 2025 found that 77% of retail workers experienced intimidating behaviour from customers last year , while 23% had been physically assaulted. Around 43% reported experiencing abuse or attacks every week.
- As part of the campaign, shoppers are encouraged to show simple acts of respect to retail workers, including saying hello, making eye contact, smiling and saying thank you.
- The campaign also provides retailers and colleagues with practical resources, guidance and specialist support to help prevent, manage and recover from incidents of abuse and intimidation.
- Through its partnership with the Retail Trust, M&S’s 65,000 colleagues have access to specialist support following incidents of abuse, intimidation or other challenging customer interactions.
- More information about the Let's Respect Retail campaign is available from the Retail Trust.