**M&S Restores Sparks Loyalty Programme After Major Cyber Attack Forces 12-Week Hiatus**
Marks & Spencer (M&S) has confirmed the full restoration of its popular Sparks loyalty scheme, after a significant cyber attack earlier this year forced the high street stalwart to temporarily suspend digital operations. The retail giant is taking steps to thank both customers and staff for their patience and support during a tumultuous period that disrupted parts of its online services and left many shoppers unable to access key rewards.
The cyber incident, which struck in April, resulted in the closure of segments of M&S’s IT infrastructure and an abrupt halt to its online trading and Sparks communications. Reports surfaced at the time detailing how hackers had specifically targeted the retailer, leading to a suspension of offers and communications associated with the Sparks programme. The attack highlighted the ongoing risks faced by retailers in an increasingly digital world and the impact such breaches can have on customer experience.
This week, M&S issued a statement declaring its loyalty scheme is “fully back online” following a 12-week interruption. A spokesperson reassured Sparks cardholders that all features have been reinstated, with an array of rewards, perks, and “thank you treats” set to roll out in the coming weeks. These gestures are aimed at rewarding customer loyalty throughout a period of uncertainty and inconvenience.
As part of the reinstatement, customers will once again benefit from the Sparks perks which span both clothing and homeware departments. Among the most eagerly anticipated returns is the M&S coffee loyalty card scheme. Shoppers will now be able to collect stamps towards a complimentary hot beverage in the chain’s cafés, a small but well-liked incentive that highlights how retailers are driving engagement even beyond traditional loyalty points.
Additionally, M&S will be resuming their birthday surprise rewards for Sparks members—a tradition that was disrupted in recent months. Those born in July can expect their customary celebratory treats, and the retailer also plans to make amends to those missed out during May and June’s pause by issuing overdue rewards. This approach is being interpreted as a clear attempt by the retailer to rebuild goodwill and reinforce the value of its loyalty platform.
In a move that appears targeted towards both customers and its workforce, M&S is ramping up staff discounts this weekend, temporarily increasing the offer from 20% to 30% across fashion, home and beauty products. For the first time outside of major Christmas promotions, the retailer is even extending a 10% discount to external contractors, signalling a broader effort to foster internal morale during recovery.
M&S’s director with responsibility for loyalty, fashion, home and beauty, Sharry Cramond, praised staff resilience and noted the importance of teamwork over the last three months. “Our colleagues have demonstrated real commitment,” she commented, adding praise for the “fantastic support and loyalty” shown by customers. “These extra Sparks rewards are a small gesture to say thank you,” she explained.
Meanwhile, the high-profile nature of the attack has led to law enforcement action. The National Crime Agency (NCA) recently announced the arrests of four individuals suspected of involvement in a series of cyber attacks affecting not only M&S but also other high-end retailers, including Co-op and Harrods. All have since been released on bail pending further investigation, as digital crime continues to pose a growing challenge to the retail sector.
As M&S navigates its recovery and looks ahead, the incident serves as a reminder for shoppers and businesses alike about the importance of robust cyber security measures. The company’s transparent approach to customer communications and focus on restoring lost trust could set an example for others in the industry facing similar digital threats—demonstrating that resilience and community engagement are as vital to recovery as technical repairs.
For M&S loyalists, the full return of Sparks is not only a sign that the crisis has been overcome, but also a reflection of the brand’s ongoing commitment to customer satisfaction—an ethos that will likely help safeguard its reputation amid a challenging retail landscape.