Complaints Code

Focus Group make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services. The Code forms part of our Code of Practice.

If you have a Complaint

Please telephone your Account Manager on 0330 024 2000 or email customerservice@focusgroup.co.uk. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

You may also send your complaint in writing to us at: Focus House, Ham Road, Shoreham-by-Sea, W. Sussex, BN43 6PA.

Or via an e-mail enquiry to customerservice@focusgroup.co.uk.

During any discussions we will protect the privacy of the information that we hold on you. We may have to ask 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 the complaint to our Customer Relations Manager, and then ultimately the Managing Director.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Ombudsman Services Alternative Dispute Resolution Scheme which can be found at https://www.ombudsman-services.org/sectors/communications.

(Please note that you will find us under our registered name of Focus4U.)