UK Retail Cyberattacks: What M&S, Harrods & Co-op Reveal About Cybersecurity and Root Cause Analysis

In April 2025, prominent UK retailers Marks & Spencer (M&S), Co-op, and Harrods faced significant cyberattacks that disrupted operations and exposed vulnerabilities in their cybersecurity frameworks. These incidents highlight the critical need for thorough root cause analysis (RCA) to understand and mitigate such threats effectively.

The Incidents: A Brief Overview

Marks & Spencer (M&S)

M&S experienced a major cyberattack over the Easter weekend, leading to the suspension of online orders and disruptions in contactless payments and click-and-collect services. The attack, attributed to the hacking group Scattered Spider using DragonForce ransomware, resulted in estimated weekly losses of £15 million and a 12% drop in share price.

Co-op

Shortly after the M&S incident, Co-op reported a cyberattack that compromised customer data, including names, contact details, and dates of birth. The attackers employed social engineering tactics, deceiving IT help desks into resetting passwords and granting unauthorized access to internal systems.

Harrods

Harrods confirmed an attempted cyberattack but stated that proactive measures by their IT security team prevented significant disruptions. The incident underscores the importance of swift detection and response mechanisms in mitigating cyber threats.

Applying Root Cause Analysis Methods

To prevent future cyber incidents, organizations must delve beyond surface-level symptoms and employ comprehensive RCA techniques. Two effective methods are the Fishbone Diagram and Fault Tree Analysis.

Fishbone Diagram (Ishikawa)

This method helps identify potential causes of a problem by categorizing them into major areas. For the cyberattacks:

• People: Insufficient cybersecurity training and awareness among staff.
• Processes: Lack of robust protocols for verifying identity during password resets.
• Technology: Outdated systems lacking multi-factor authentication and real-time threat detection.
• Environment: Increased remote work leading to vulnerabilities in home networks and devices.
  

Fault Tree Analysis (FTA)

FTA is a top-down approach that starts with a primary undesirable event (e.g., unauthorized system access) and maps out all possible causes:

• Primary Event: Unauthorized access to internal systems.
  • Cause 1: Social engineering leading to password resets.
  • Cause 2: Exploitation of unpatched software vulnerabilities.
  • Cause 3: Lack of network segmentation allowing lateral movement.
    

By systematically analyzing these causes, organizations can implement targeted controls to address specific vulnerabilities.

Strengthening Cybersecurity Posture

Based on the RCA findings, retailers should consider the following measures:

• Enhance Employee Training: Regular cybersecurity awareness programs to recognize and respond to social engineering attempts.
• Implement Robust Verification Processes: Multi-factor authentication and strict protocols for identity verification during password resets.
• Regular System Updates and Patching: Ensure all software and systems are up-to-date to protect against known vulnerabilities.
• Network Segmentation: Divide networks into segments to contain breaches and prevent lateral movement by attackers.
• Incident Response Planning: Develop and regularly test incident response plans to ensure swift action during cyber incidents.

Conclusion

The recent cyberattacks on UK retailers serve as a stark reminder of the evolving threat landscape. Employing comprehensive root cause analysis methods like the Fishbone Diagram and Fault Tree Analysis enables organizations to identify underlying vulnerabilities and implement effective countermeasures. By proactively addressing these issues, retailers can enhance their cybersecurity resilience and protect critical assets.

For more insights into root cause analysis and its applications in cybersecurity, visit Reliability.com.