Codes of practice

Our Commitment to You

Whilst we may not provide all the component parts of our services ourselves we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that you get a high quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

How to Contact Focus Group

Please contact our Customer Relations Team or your Account Manager. They are available Monday to Friday between the hours of 09:00 and 17:30 by:

Telephone: 0330 024 2000


Focus Group, Ham Road, Shoreham-by-Sea, West Sussex, BN43 6PA

Our Products and Services

We provide the following products and services:

  • Fixed Line Voice Calls & Lines
  • On Premise and Hosted Telephone Systems
  • System Maintenance & Training
  • Managed Services
  • IT Services & Support
  • Data Connectivity
  • Mobile Voice Calls & Lines
  • Non Geographic Numbers
  • Utilities Procurement

For more details on any of our products and services, or to place an order, please contact our Sales Team on 0330 024 2222.

Terms and Conditions

Details of the specific conditions relating to your contract will be set out in the documentation provided when you first subscribed to our services and on our website http://www.focusgroup.co.uk.

You should note that these terms and conditions are specific to the service being supplied and, for example, those for lines and calls may vary from those for data services. If you are unsure about which terms and conditions apply to your contract, please contact our Customer Relations Team on 0330 024 2000.


In the unlikely event that you should wish to cancel the service we provide, you should write to us or email us at the address below telling us what you wish to cancel and when you wish it to be effective. There may be a charge for early termination of your contract, and this will be explained to you. Early termination charges are also set down in your Terms and Conditions documentation.


For details of our Customer Complaints Code please click here.

Price and Tariffs

Save for the tariffs detailed below, because there are so many different rates that depend upon usage volumes and other separately negotiated criteria, and the changes in tariffs are being updated constantly, it is not possible to publish a standard set of rates that would apply to all customers.

Your own particular tariff can be obtained by emailing our Customer Relations Team at customerservice@focusgroup.co.uk.

Focus Group standard tariffs >


Faults and Repairs

If you experience a fault with any of our services please call our Customer Service Team on 0330 024 2000. Details of our fault handling procedure can be found here.

Compensation and Refunds

We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case-by-case basis. Any payment made will be on a purely discretionary basis. We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service. If the delay occurs due to matters beyond our reasonable control, you will not be eligible for compensation.

Compensation due to porting delays

As a customer, if you have experienced a delay with the porting of a number because of something Focus Group have done, you are entitled to compensation, which we will apply in the form of a credit to your account. This is applicable to the porting of your existing fixed line number or mobile number to or from Focus Group.


Bills are usually sent on a monthly basis, but we may send you a bill at any time. Terms of payment will be detailed in our terms and conditions. Payment will be collected either by direct debit, cheque or BACS. If you wish to change your method of payment at any time, please contact our Accounts Department on 0330 024 2009.

If you have difficulty paying your bill, please contact our Accounts Department on 0330 024 2009 and we will try to arrange a different method of payment. We will do all we can to help our customers to manage their bills and avoid disconnection.

Data protection

Focus Group are registered with the Data Protection Agency to hold information necessary to supply services to our customers. Our registration number is Z1894941.


We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk. We also maintain compliance with OFCOM's General Condition 23.