# M&S Online Services to Face Disruption Until July

Marks & Spencer (M&S) has announced that its online services will continue to be disrupted until July following a devastating cyber-attack on the retailer last month. The attack, which took place over the Easter weekend, initially affected click-and-collect and contactless payments, but soon spread to other areas of the business.

The company's chief executive, Stuart Machin, acknowledged that the attack had highlighted "new and innovative ways of working" for M&S. However, he also admitted that the disruption would have a significant impact on profits, with estimates suggesting a hit of around £300m - more than analysts had expected. This represents a third of M&S's profit for the year.

Machin attributed the attack to "suspicious activity" spotted during the key holiday weekend. The hackers used social engineering techniques, relying on human error rather than exploiting technological loopholes. They gained access to M&S's system via a third-party company working alongside the retailer.

The police are currently focusing on a notorious group of English-speaking hackers known as Scattered Spider, who are believed to have been behind attacks on the Co-op and Harrods. M&S is also taking steps to improve its digital defences, including running regular cyber-attack simulations.

Despite the disruption, Machin assured customers that the company was working hard to restore services gradually. A significant portion of the range will be back online "quite quickly," with 85% of the offerings expected to return soon.

The attack has also had an impact on M&S's turnaround strategy, which aims to update in-store ranges and property portfolios using digital technology and back-office systems. The company reported a strong financial performance just before the hack disrupted services at the end of April.

However, analysts are warning that it will take time for M&S to fully recover from the cyber-attack. Equity research analyst Lucy Rumbold noted that it would be "a long slog" for the business to get back to where it was. Despite this, she believed that with strong performance in recent years and assuming the attack can be wholly eliminated, M&S should be able to recover.

Customers affected by the cyber-attack are eagerly awaiting news on when they will be able to shop online again at M&S. The retailer has promised a gradual return to normal operations, but it remains unclear exactly when services will resume.

The incident highlights the ongoing threat of cyber-attacks to businesses and consumers alike. Cyber-security expert Lisa Forte warned that hackers often demand payment as part of their demands, even if they threaten to release sensitive data unless their wishes are met. M&S's decision not to pay a ransom is seen as a positive move by some, but it remains to be seen how the company will recover from this setback.

In the meantime, customers can expect a gradual return to normal operations at M&S. The retailer has promised to prioritize its customers and react quickly to any future incidents.

### Key Dates:

* Easter weekend: Cyber-attack took place * Late April: Disruption began as M&S put up a banner on its website apologizing that online ordering was not available

### Timeline of Events:

1. Easter weekend: Cyber-attack occurred, initially affecting click-and-collect and contactless payments. 2. Late April: M&S announced the cyber-attack and apologized for disruption to customers. 3. May/June: Disruption continues as M&S works to restore services gradually. 4. July: Online services expected to return to normal operations.

### Expert Insights:

* Lisa Forte, Red Goat: "82% of businesses facing a cyber-attack pay a ransom. It's not something you know about until it happens." * Lucy Rumbold, Quilter Cheviot: "It will be a long slog for M&S to get back to where it was, but with strong performance in recent years and assuming the attack can be wholly eliminated, the business should recover."