Co-op Cyber Crisis

Client: The Co-op

In April 2025, Co-op experienced a sophisticated criminal cyberattack that temporarily shut down key systems. As the UK's leading convenience retailer and largest co-operative, the incident presented immediate reputational risks to customer trust, member confidence and business continuity during heightened public sensitivity around retail cyber resilience.

Co-op's response was led by its Group Communications team, working closely with Technology, Legal, Operations and Customer teams, supported by retained agency CDR. Together, they delivered a disciplined, values-led communications response focused on accuracy, accountability and protecting trust.

Communications prioritised clarity over volume. Co-op issued timely, factual statements aligned to confirmed information, avoided speculation, and ensured consistency across customer, media, regulator and colleague channels. This approach supported balanced reporting and maintained confidence while technical teams restored systems safely.

As stabilisation progressed, a single national broadcast interview on BBC Breakfast provided reassurance and transparency to members and customers. Communications remained tightly coordinated throughout, with continuous monitoring to address emerging risks.

Once services stabilised, Co-op moved into purposeful recovery, using the incident to strengthen future resilience and support digital inclusion through its partnership with The Hacking Games.

The response was widely recognised for its composure and integrity, demonstrating how disciplined, people-first communications protect trust and reputation during complex cyber crises. It provides a strong example of best-practice crisis leadership.