M&S Faces Service Disruptions After Cyber Attack

Marks & Spencer (M&S) is grappling with ongoing operational issues following a recent cyber attack. Although the retailer initially claimed its customer-facing systems were restored, it later confirmed taking some systems offline to manage the situation proactively. This led to disruptions in contactless payments, delays in online order deliveries, and a pause in click and collect services. Although contactless payments have reportedly been restored, customer feedback on social media suggests the problems persist, with some stores only accepting cash or chip and pin. Physical stores remain open, and the website and app are still operational, but customer confusion is evident as mixed messages continue to circulate. The company has advised customers to wait for a confirmation email before collecting their orders. M&S has yet to disclose the specific nature of the cyber attack, but experts note that taking systems offline is a typical response to ransomware threats. The incident has been reported to the UK’s National Cyber Security Centre and the National Crime Agency, both of which are assisting with the investigation. M&S has engaged external cybersecurity experts to help contain and resolve the breach while working to safeguard its systems and maintain customer service levels.