M&S cyber-attack: the real cost of prolonged downtime
Marks & Spencer (M&S) recently suffered a major cyber-attack that forced extended downtime of its online services, revealing just how costly and disruptive prolonged outages can be for retail businesses.
The attack hit over the Easter weekend, initially disrupting click-and-collect and contactless payments. To safeguard customer data, M&S took all online systems offline and suspended online ordering altogether. These disruptions are expected to continue well into June and July, significantly affecting customer experience and revenue streams.
M&S estimates that the incident will reduce its annual profits by around £300 million—about a third of expected earnings. While cyber insurance may cover some losses, the prolonged downtime has resulted in substantial operational challenges and financial damage that go beyond immediate costs.
The hackers, believed to be the group known as “Scattered Spider,” gained access through a third-party vendor using social engineering, not a direct system breach. Despite having conducted a recent cyberattack simulation that enabled a swift response, M&S has struggled to fully restore operations due to the complex aftermath of the attack.
The Impact of Extended Downtime
This incident highlights the significant ripple effects of prolonged downtime caused by cyberattacks. Beyond lost sales, long outages damage customer trust, disrupt supply chains, and strain internal resources as teams scramble to resolve issues.
Key Lessons for Businesses
- Third-Party Risk Management: Regularly vet vendors to avoid weak points in your security chain.
- Employee Training: Equip staff to recognize phishing and social engineering tactics—the most common entry points for attacks.
- Incident Response Planning: Develop and test clear response plans to act quickly and limit downtime.
- Investment in Cybersecurity: Allocate budget to strong security tools and cyber insurance to reduce financial and reputational risks.
As cyber threats become more sophisticated, businesses—especially in retail—must prioritise proactive measures to minimise downtime and protect their customers.
For expert help strengthening your cybersecurity and reducing the risk of costly downtime, contact our IT support team today.
M&S cyber-attack: the real cost of prolonged downtime
Marks & Spencer (M&S) recently suffered a major cyber-attack that forced extended downtime of its online services, revealing just how costly and disruptive prolonged outages can be for retail businesses. The attack hit over the Easter weekend, initially disrupting click-and-collect and contactless payments. To safeguard customer data, M&S took all online systems offline and suspended online ordering altogether. These disruptions ...
How Co-op’s swift IT response mitigated a major cyber threat
Co-op recently faced a significant cyber threat that could have severely disrupted its operations. Hackers attempted to deploy ransomware—a type of malicious software designed to encrypt data and demand payment for its release. However, Co-op's IT team detected the intrusion in progress and made the decisive move to take their systems offline. This proactive step prevented the ransomware from executing, ...
UK cybersecurity under siege: why businesses must act now
Cybersecurity in the UK is facing a critical test. In the past few weeks alone, major retailers including Marks & Spencer (M&S) and the Co-op have been targeted by significant cyber-attacks, disrupting operations, frustrating customers, and prompting national concern. In response, top government officials — including national security staff and the chief executive of the National Cyber Security Centre (NCSC) ...
When the lights go out: why small businesses must prioritise continuity planning
The recent widespread power outages across Spain and Portugal, coupled with the earlier disruption at London’s Heathrow Airport, serve as stark reminders of the vulnerabilities in our modern infrastructure. For small businesses, these events highlight just how vital it is to have robust continuity plans in place. On 28 April 2025, a major power outage hit Spain and Portugal, plunging ...
Marks & Spencer cyberattack highlights growing cybersecurity risks for retailers
Marks & Spencer (M&S) is grappling with the aftermath of a significant cyberattack that began over the Easter weekend, causing widespread disruption to its operations and impacting its market valuation. The incident forced the retailer to suspend online orders for clothing and homeware, affecting both its website and app. Customers experienced issues with contactless payments, click-and-collect services, and the Sparks ...
Tackling ping fatigue: how to stay productive in a digital world
Digital communication tools were created to streamline workflows and enhance collaboration. Emails have replaced lengthy phone calls, instant messaging (IM) has taken over slow in-person meetings, and smartphones ensure we are always connected. However, these advancements come with a hidden cost: ping fatigue. Ping fatigue is the mental exhaustion caused by constant notifications from work-related tools like email, messaging apps, ...
