Marks & Spencer’s ongoing recovery from a severe cyber-attack has led to halted online orders, product shortages and an estimated £200 million cost, shaking investor confidence and challenging the retailer’s resilience ahead of its financial results.
As Marks & Spencer (M&S) prepares to unveil its financial results in an upcoming stock market update, investors are keenly focused on the repercussions of a severe cyber-attack that has inflicted significant disruptions on its operations. Almost a month has passed since the retailer experienced what has been termed a major “cyber incident,” attributed to the hacking group Scattered Spider. The attacks have forced M&S to halt all online orders, impacting not only the company’s e-commerce capabilities but also its in-store sales, leading to visible product shortages on shop floors.
In the wake of the attack, M&S temporarily took critical IT systems offline to mitigate the extent of the breach. This decision, while necessary to protect customer data, has resulted in the suspension of popular services such as click-and-collect and contactless payments. Reports suggest that the disruption has translated into an estimated loss of £3.8 million in online sales daily, alongside a staggering total reduction of more than £500 million in the company’s stock market value.
The ramifications of the cyber-attack extend beyond immediate operational setbacks; they are also likely to affect M&S’s long-term financial outlook. Analysts are projecting that the overall cost of the attack could reach £200 million for the 2025/26 financial year, although insurance reimbursements may help offset a portion of this financial blow. The company has yet to disclose specific figures regarding the financial impact of the incident, but preliminary estimates indicate a substantial decline in sales across various categories.
Susannah Streeter, head of money and markets at Hargreaves Lansdown, remarked that the disruption is particularly detrimental for fashion sales at a time when the weather favours spring/summer apparel. With consumers hesitant to recommend M&S — as indicated by a recent study showing a 14% drop in brand trust — the retailer faces an uphill battle to regain customer confidence. Despite these setbacks, analysts expect to see a modest increase in total group sales, projected to reach around £13.8 billion for the year ending March 31. Pre-tax profits are anticipated to show growth, climbing to approximately £840 million from £716 million the previous year. These figures, however, will only provide a glimpse of the company’s resilience before the incident’s impact fully emerged.
The broader implications of this attack are being closely monitored, particularly as M&S continues to collaborate with the Metropolitan Police and the National Cyber Security Centre to investigate the breach. The retailer has assured customers that it is working “day and night” to restore normal operations and has publicly apologised for the inconvenience caused.
With the situation still evolving, it remains to be seen how effectively M&S can navigate the challenges posed by the cyber-attack while assuring consumers of its commitment to security and transparency. The outcome of this situation is not just pivotal for M&S, but could also serve as a cautionary tale for retail businesses increasingly reliant on digital channels.
Reference Map
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Source: Noah Wire Services
- https://www.independent.co.uk/news/business/m-s-expected-to-reveal-impact-of-cyber-attack-disruption-b2754897.html – Please view link – unable to able to access data
- https://www.theguardian.com/business/2025/apr/30/marks-and-spencer-cyber-attack-products-run-short-in-some-stores – Marks & Spencer (M&S) has acknowledged product shortages in some stores due to a significant cyber-attack. The retailer temporarily took certain systems offline to manage the incident, leading to limited availability in some shops. The Metropolitan Police and the National Cyber Security Centre are investigating the attack, which is linked to the hacking group Scattered Spider. M&S is working to restore normal operations and has apologized for the inconvenience caused to customers.
- https://www.theguardian.com/business/2025/apr/28/m-and-s-marks-spencer-warehouse-staff-cyber-attack – Following a cyber-attack, Marks & Spencer (M&S) has paused deliveries of some food items to Ocado, the online grocery specialist it co-owns. The attack has disrupted M&S’s online services, leading to the suspension of online orders and affecting contactless payments and click-and-collect services in stores. The retailer is working to restore services and has apologized for the inconvenience caused to customers.
- https://www.marketing-beat.co.uk/2025/05/02/ms-brand-trust/ – Consumer trust in Marks & Spencer (M&S) has declined following a recent cyber-attack. A study by Maru revealed a 14% drop in the number of consumers willing to recommend M&S, falling to 73% from 87% pre-attack. The data also showed a 7% dip in those who would give the supermarket chain the benefit of the doubt in the event of ongoing product/service issues. However, underlying trust metrics suggest that with transparent communication and decisive action, M&S can recover in the long run.
- https://mklink.co.uk/tech-insight/how-marks-spencer-was-brought-to-a-standstill/ – Marks & Spencer (M&S) experienced a significant cyber-attack that led to the suspension of online orders and affected in-store services. The attack, attributed to the hacking group Scattered Spider, resulted in daily online sales losses of approximately £3.8 million and wiped over £500 million off the company’s stock market value. The retailer is working to restore services and has apologized for the inconvenience caused to customers.
- https://www.itv.com/news/2025-05-02/m-and-s-says-its-working-day-and-night-to-restore-services-after-cyber-attack – Marks & Spencer (M&S) has stated it is working ‘day and night’ to restore services following a cyber-attack that disrupted its business over the Easter weekend. The retailer has apologized for the inconvenience caused and is collaborating with authorities to manage the incident and return to normal operations as quickly as possible.
- https://www.miltonkeynes.co.uk/business/ms-marks-and-spencer-scattered-spider-online-cyber-attack-uk-shopping-5110689 – Marks & Spencer (M&S) was targeted by a significant cyber-attack over the Easter weekend, leading to the suspension of online orders and affecting in-store services. The attack, attributed to the hacking group Scattered Spider, resulted in daily online sales losses of approximately £3.8 million and wiped over £500 million off the company’s stock market value. The retailer is working to restore services and has apologized for the inconvenience caused to customers.
Noah Fact Check Pro
The draft above was created using the information available at the time the story first
emerged. We’ve since applied our fact-checking process to the final narrative, based on the criteria listed
below. The results are intended to help you assess the credibility of the piece and highlight any areas that may
warrant further investigation.
Freshness check
Score:
8
Notes:
The narrative centres on a cyber-attack incident occurring about a month prior to the report, discussing ongoing investigations and expected financial updates for the 2025/26 fiscal year, indicating current and evolving events. No indications of recycled or outdated news were found, but as the situation is ongoing, details may evolve.
Quotes check
Score:
7
Notes:
The only direct quote is from Susannah Streeter of Hargreaves Lansdown. This is a named expert comment likely sourced originally for this narrative. No earlier versions of this quote were found online, suggesting it may be an original contribution rather than recycled content.
Source reliability
Score:
8
Notes:
The narrative originates from The Independent, a well-known and reputable UK news outlet known for editorial standards and fact-checking procedures, lending credibility to the information presented.
Plausability check
Score:
9
Notes:
The reported figures for financial loss, operational disruption, and collaborative investigation with UK cyber authorities are consistent with known impacts of severe cyber-attacks on large retailers. Projected loss estimates and sales impacts align with typical consequences, making the claims plausible. Some financial projections remain unconfirmed but based on analyst expectations.
Overall assessment
Verdict (FAIL, OPEN, PASS): PASS
Confidence (LOW, MEDIUM, HIGH): HIGH
Summary:
The narrative is a fresh and current report on the recent cyber-attack incident affecting Marks & Spencer. It includes expert commentary likely sourced exclusively for this report and originates from a reliable and reputable publication. The financial and operational impacts described are plausible and consistent with known industry effects of cyber incidents. No evidence suggests recycled content, and the ongoing nature of the situation is appropriately noted.
