Dear Marks & Spencer

We, the undersigned, are writing to express our serious concern and disappointment regarding your recent public response to a customer complaint involving a transgender employee.

According to media coverage, M&S chose to apologise to a customer who took offence simply because a transgender employee offered her assistance on the shop floor. The complaint, rooted in overt transphobia, should never have been legitimised—let alone publicised and appeased. By doing so, M&S has not only failed to support its employee, but has inadvertently signalled that discriminatory views will be entertained—if not validated—under the guise of customer feedback.

This is not a matter of differing opinions. It is a matter of human dignity, workplace safety, and legal protection. Transgender people deserve the same respect and rights as any other staff member. Under the Equality Act 2010, gender reassignment is a protected characteristic. Discriminating against someone because they are transgender is unlawful. While the recent Supreme Court ruling reinforced the right to hold gender-critical beliefs, it did not give anyone the legal right to act on those beliefs in a way that harasses, excludes, or degrades others.

By publicising your apology to this customer, M&S has created the impression that discriminatory attitudes are open to accommodation. This not only undermines the legal protections afforded to your transgender staff, but also invites further hate and harassment toward them—placing their safety and well-being at risk.

We, the undersigned, urge M&S to publicly retract its apology and to reaffirm its commitment to the Equality Act 2010, making clear that transphobia will not be tolerated and that all employees—regardless of gender identity—will be protected from discrimination.

If such a statement is not issued promptly, many—including ourselves—will have no choice but to reconsider supporting your business and may call for a wider boycott.

Your values matter. As it says on your company website, at https://www.marksandspencer.com/c/pride , you are committed to respect your LGBTQ+ employees. This is an opportunity to demonstrate that inclusion, respect, and integrity are not just corporate slogans, but principles you are prepared to stand by—especially when it counts most.

We look forward to a response.

Sincerely

A Concerned UK Resident