Help & Support
We strive to not only deliver excellent products and solutions, but to provide effective on-going help and support in the event of something going wrong. Below is a range of tools to assist you with your query.
Click here for our most frequently asked questions and guidance on solutions
Click here for our Fault Handling Policy document and advice relating to service interruptions
Billing & Invoices
Click here for information relating to customer invoices and payments.
How To Videos
Videos are a great way to learn and we're making sure that as we develop new products and services, this important resource grows to provide you with another way to get the support you need, quickly and easily!
We make every effort to ensure that our customers are happy with the level of service they receive from us. However, despite our best efforts, we appreciate some things can go wrong. When they do, we want to know so that we can put them right.
If you have a complaint
Please contact our Customer Relations Team or your Dedicated Account Manager. Once we've established your complaint, we will seek to resolve the problem while you are on the line. Where this is not possible, we will agree a course of action.
You can also reach us via post at: Focus Group, Focus House, Ham Road, Shoreham-by-Sea, West Sussex, BN43 6PA.
During any discussions, we will protect the privacy of the information we hold on you. We may have to ask you questions to confirm that we are speaking to the right person.
Taking your complaint further
If your complaint is not resolved to your satisfaction after this procedure, you can escalate it further to the Operations Manager and, ultimately, the Management Team.
If we cannot resolve your complaint, we will inform you. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Ombudsman Services or Ofcom.
Ombudsman, PO Box 730, Warrington, WA4 6WU. Tel: 0330 440 1614.
Ofcom: Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: 020 7981 3000.