Viral M&S video highlights clash over trans‑inclusive changing rooms

A Marks & Spencer employee asked a customer to leave a store after an argument over the retailer’s changing room policy, following an incident that has since gone viral on social media.

The video, filmed at an M&S branch in Colchester, shows a woman confronting a shop floor worker and repeatedly questioning the store’s use of inclusive changing facilities. In the footage, the customer claims the policy is “breaking the law” and says the store is “not safe for women”.

The employee is seen calmly responding that the issue relates to company policy and advising the customer to raise concerns directly with Marks & Spencer. As the exchange continues, the worker reiterates that the facilities are safe and ultimately asks the woman to leave the store, citing abusive behaviour.

The video, which has been widely shared online, appears to show few other customers present in the changing area at the time of the confrontation.

Marks & Spencer has not commented directly on the individual incident, but the retailer has previously stated that many of its stores provide unisex changing rooms with individual cubicles. Similar arrangements are used by other high street chains, including Primark.

Colchester @marksandspencer I asked where the women’s changing room was to try on swimwear. Manager Andrew (he/ his /him) says gender neutral changing areas are “completely safe” for women and girls. For asking him this question, he told me to leave the store. @SexMattersOrg pic.twitter.com/MuZXo6coQN

— Abouterf (@Abouterf197543) May 26, 2026

According to guidance from the Equality and Human Rights Commission (EHRC), sex-based provisions apply to single-sex spaces, while businesses may lawfully operate gender-neutral or unisex facilities where appropriate. Retailers offering individual cubicles open to all customers are not prohibited from doing so under the Equality Act.

Following the video’s circulation, reports emerged online claiming the employee involved had been targeted on social media, with personal details shared publicly. These claims have not been independently verified.

The incident comes amid ongoing public debate around gender identity, single-sex spaces and the interpretation of equality law, particularly following recent legal rulings clarifying the definition of “woman” in specific contexts under the Equality Act.

M&S has previously said it aims to ensure all customers feel welcome and safe in its stores, and that staff are trained to manage difficult situations in line with company policy.