Thanks , notes and will amend.

This is the text I have prepared for the store. I’m not sure if I’m being too emotional but tried to stick the facts as I know they’ll go through and try to answer point by point. On Tuesday 31st October between 5.15pm -6.00pm unfortunately I had an altercation with your retail security staff which I admitted I took some goods but offered to pay for them. Whilst I admit this was my fault and accepted this, the whole situation on how it was dealt with by your security staff was appalling. I was manhandled and approached by 3 men outside M&S, none of them gave me their names and 1 (white male)flashed his badge ( not sure what this one) and physically grabbed be from behind hurting my back and dragging me back what felt like he was ripping my clothes and punching me in the back . I am a 5ft 2 woman weighing 8 stones. Naturally I was hysterical being approached in this manner and this dark and completely shocked. I admit I was a bit frightened and was taken back to your private room. This 1 male (white) was inappropriately aggressive to me and kept threatening the police and his rights to do what he wanted, in affect his intimidating behaviour made me even more anxious and upset. There was another female present in this room who did not say anything , again I offered to pay for the goods. What unfolded after this was a terrible representative on your staff and one which has forced me to seek legal representation who will be reviewing my case: I was constantly threatened into handing over all my personal goods and bags. I did not give permission for the security guard to go through my handbag (the white male) , who took my wallet and helped himself to my ID and credit card- I still don’t know why he was taking my credit card details and I want M&S to confirm why my credit card details were taken. I will also be reporting this to my credit card provider. The M&S goods were handed back to the store, however many of my personal items were retained, used clothes, new clothes, make up - all items that were non M&S brand. These were not returned to me as the security officer had decided that everything was stolen because I could not supply receipts to the items new and old. Regardless these were my personal items not relating to M&S and legally you had no right to confiscate these. There was also a point where you called another staff from another store to hand over my items from my personal bag because you had decided that these were stolen with no evidence and no one from the store had not actually had an issue with me or accused me of anything (again the security guard decided to judge and prosecute me on the spot). There was a point he tried to hand the other store clothing that was not even related to their brand. I was told if I did not provide receipts by the next day then I would not be entitled to my own things. I’m not sure how I would provide receipts for gifts and used clothes and makeup. I would like all my items returned, you have legally no right to keep these, they are not the property of M&S. The irony of pulling me over for store theft when your security guard has stolen my personal items and somewhat details of my credit card for unknown reasons. My address was provided to the store and arrangements should be made for these items to be returned to me. The items that were handed back to another store even though they did not request them or accuse me of shoplifting I will also want them returned. I trust an itinerary of what you took from me was kept. I am in no way inclined to legally tell you my personal situation and why I was in town, these were personal reasons why I carrying my own things that day (non M&S goods). Your goods were returned to you. The statement made by your security guard was that I was not entitled to walk around a city centre with my personal items unless I had receipts for everything I owned even old things. Therefore is the M&S security policy one where no one can enter the store or walk through city centre without receipts for everything they own ? Because people pass through centres for all reasons not just to go shopping. Towards the end the event, the security officer (white male) also tried to take my used coat from me , again not an M&S brand, I’m baffled at the behaviour of your security team. I can only assume his behaviour towards me was to try and make this a scene and events bigger than they were. I was also asked to sign a form however I was not allowed to read the document with the security officer covering it and just telling me to sign otherwise threatening me with the police. I have no idea what I have signed. I would like a copy of this. Whilst outside I was also accused of shoplifting 1 year ago and being caught, however I have never been approach and had an altercation in any M&S store. With these accusations I would like to see what footage you have from 1 year ago leading to accusing me of this and any paperwork. I would also like to see footage of the room I was held in and the interview. I will need to pass this over to my legal representative as well as the names of all the people who were in the room. This will be reviewed on my behalf. I was also subject to humiliation and abuse in-front of non M&S staff and I would like the name of the person who was allowed to enter this room. Your security officer (white male) also during his aggressive tone started to spurt non factual information about how I scratched him whilst he was trying to bring me in, and how I was smiling like a ‘Cheshire cat’ throughout this whole process. All untrue and I would like to see footage of this. His behaviour was almost trying to engage me into becoming upset and angry. Every question he asked me resulted in him just shouting at me , threatening to call the police, whilst also mimicking me with his colleagues in the room over the contents of my personal items. His comments at the end where something along the lines of if he saw me in the street and asked me to stop then I would have to stop, very threatening and I don’t have to stop for anyone who is not the police. Please provide me with the information I have requested so that my legal representative can review this and my personal goods that that you have taken (non M&S). My address was provided to the security guard, I trust this can be located.

I get this message Your account has not yet met the minimum content item count requirement to send personal messages. You are required to have at least 11 content items count before using this functionality.

I’m unable to pm you directly as I have just set up this account. Is there another way?

Thank you that is good to know that there is support. I will look at preparing a response to them.

Thank you. I will prepare something

I will draft something and contact them.

Yes they grabbed my bag and started sifting through my wallet and just got my cards out. I was in a bit of a frenzy, it was either do it or they’ll call the police - but they did not have permission to go through my wallet. I can’t recall seeing a cctv in the room just a desk and some chairs Interms of my stuff this has been the most baffling and hurtful. I don’t know where I stand legally about complaining since I caused the situation. Do they have a right to keep my things. They were only keeping for 24 hrs unless I proved receipts for everything. I’m not sure if I want to go down this route, I suspect their counter argument is that they have a right as I was shoplifting. I almost feel embarrassed complaining. on the letter handed to me, they say specifically put complaints in to DWF and not the staff.

Yes definitely stressed and anxious but it’s no excuse for my behaviour. I don’t know why I did it, I’m angry at myself for putting myself in that position and can’t even explain why. I didn’t need those things.

Thank you for your response. I’ve had a lot of anxiety and stress from my work lately , and me going into town was just supposed to release stress and get some food. But I just was wondering around and picked up a few things, they were actually things I didn’t even need or want and in a way blacked out and just walked out. I was in some sort of anxious trance where I knew it was wrong as well. This is no excuse though.

Hi all, I found myself in a position with M&S last night where I was called back by security (totally embarassed). But not only did they have the goods back, the security person took my personal belongings and goods (I was travelling between places) and stated if I couldn’t provide receipts then most of my goods were confiscated (some of my clothes were 3 years old and these goods weren’t from M&S) , i don’t know where I stand on this where the irony is they actually took from me. I’m pretty shaken up as I was man handled by 3 security people for £50, I admitted guilt. I signed the paperwork even though I wasn’t allowed to read it (guard covered the paper work and just told me to sign, using classic intimidation techniques when you are distressed). He also helped himself to my wallet in my bag and took my credit card and drivers license, but not sure what he was doing with my credit card. He started accusing me of stealing all the things I had on me and was completely aggressive (I wasn’t expecting roses) but I had admitted to the guilt. They accused me of stealing in there before and being caught and I hadn’t to either of those accusations, but he chose to continue to belittle me and or let me talk. Would he have taken my card details for the fine ? Do you know what the fine will be? Apologies i was also looking for guidance. I know I messed up. I’ve read the advice to ignore the letters but I’m worried about the credit as I want to buy a home. I’m just looking for guidance /reassurance and any indication of the fine and when to expect this letter. Many thanks

Hello, could i check what happened with this ? Marks And Spencer’s DWF - Retail loss Prevention/Other shoplifting allegations. - Consumer Action Group But not only did they have the goods back, the security person took my personal belongings and goods (I was travelling between places) and stated if I couldn’t provide receipts then most of my goods were confiscated (some of my clothes were 3 years old and these goods weren’t from M&S) i Don’t know where I stand on this where the irony is they actually took from me. I’m pretty shaken up as I was man handled by 3 security people for £50, I admitted guilt Do you know what the fine will be? I didn’t know how to create my own post. Apologies but was also looking for guidance. I’ve read to ignore the letters but I’m worried about the credit as I want to buy a home. Hope someone can guide / reassure me. Thanks in advance