I have been working with Focus to upgrade our information eco-system- making better use of Microsoft products and migrating datasets over from Datto Workplace to Sharepoint and OneDrive. Most of my s... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Hellenic Bookservice (Bookshop NW5) contacted James Foster at Focus, looking to get better value from our monthly telephone bill. With business being so challenging right now, I was tasked with attemp... See more
Company replied
This five-star review is for Gary Mills specifically. My experience with Focus Group as a company has been mixed. As a whole, I’d probably rate them somewhere around two to three stars, as... See more
Company replied
We have been with Focus for a number of years and always appreciated their efficiency and professionalism. Recently we have worked with Steven Fox and Luke Fenton who both have went above and beyon... See more
Company replied
Company details
- Business to Business Service
- Business Services
- Computer Consultant
- Energy Supplier
- Phone and Internet Service
- Telecommunications Service Provider
Written by the company
Established in 2003, Focus Group is proud to be one of the UK’s leading independent providers of essential business technology. We deliver end-to-end solutions across telecoms, connectivity, IT, networking, mobile and energy — all under one roof, with a single point of contact and one simple bill. Whether you're an SME, a global enterprise, or part of the public or third sector, we take the time to understand your unique needs and deliver tailored technology solutions that work for you. Our teams are experts in their fields - passionate about delivering the right outcomes and committed to ensuring your operations run smoothly. From keeping your phone systems performing at their best, to optimising your IT, securing your data, and keeping your teams connected, we're here to support you - every step of the way. So you can focus on what matters most: growing your business.
Contact info
Focus House, Ham Road, BN43 6PA, Shoreham-by-Sea, United Kingdom
- 0330 024 2000
- info@focusgroup.co.uk
- focusgroup.co.uk
4.1
Great
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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WATCH OUT
WATCH OUT. Very long contracts not discussed during the sales process. Very high rises in fees over the term, again not made clear by the misleading sales person. Not interested in the customer after they get their sale. There are so many better and cheaper options out there.
YOU HAVE BEEN WARNED.
In response to your reply I did of course take matters up with your customer support department who have basically told me tough, read the small print sucker.
June 10, 2026
Unprompted review
Reply from Focus Group
Good morning Bruce,
Thank you for taking the time to share your feedback. We're sorry to hear about your concerns and that you feel things weren't communicated clearly during the sales process.
We take feedback like this seriously, as transparency is important to us. If you would like to discuss your experience further, please contact us at customerservice@focusgroup.co.uk with your account details so we can review your case.
We appreciate you bringing this to our attention.
Kind Regards,
Louise
Would not touch with a barge poll
Would not touch with a barge poll. Expensive, other providers offer way way better prices and the service is utterly shocking. The also automatically lock you into 5 year contracts, with fines and all sort - lots of companies offering 1 year contracts nowadays.
June 9, 2026
Unprompted review
Reply from Focus Group
Good morning Angela,
Thank you for taking the time to share your feedback. We're sorry to hear about your concerns and appreciate you bringing this to our attention.
If you would like to discuss your experience further, please contact us at customerservice@focusgroup.co.uk with your account details so we can review this further.
Kind Regards,
Louise
Clause 13
We have just come to the end of our business contract with Focus. A natural end and our decision to move has landed us with a bill for cancellation of £950.00, clause 13 in their contract means that no matter how your contract comes to an end (Our contract simply expired) they can charge you £30 per handset. For that reason alone i would not recommend them for business, poor form.
FAO Liam
We already contacted customer services and I quote. A cancellation fee is a flat fee that applies whenever a service is ceased/cancelled/discounted at any stage during, or after, the minimum contract term. From a lovely customer service advisor.
May 1, 2026
Unprompted review
Reply from Focus Group
Good afternoon Kate,
We’re really sorry to hear that you’ve been left feeling frustrated following the end of your contract with us.
We completely understand why receiving a charge like this after your agreement had come to an end would be upsetting, especially if this wasn’t something you were expecting.
We’d really like the opportunity to look into this for you and review the charges that have been applied. If you could please contact us at Customerservice@focusgroup.co.uk with your account details and we’ll ensure this is investigated further.
Thank you for taking the time to share your feedback.
Regards,
Liam
Horizon/Focus Sound Portal Training
Had a great introduction and training session for the horizon/focus phone system. Adam was very helpful and under took additional requests from me. Looking forward to working with him
June 1, 2026
Unprompted review
Reply from Focus Group
Good Afternoon Sue,
We’re delighted to hear that you had a great introduction and training session for the Horizon phone system. It’s wonderful to know that Adam was helpful, accommodating, and able to assist with any questions you may have had during this session.
We truly appreciate your feedback and look forward to continuing to support you moving forward.
Kind regards,
Liam
I'm responding to the ridiculous…
I'm responding to the ridiculous response that Liam at Focus gave to me and most of other peoples complaints recently.
I presume Liam is a bot as all his responses are equally stupid and meaningless.
I would have thought that as all complaints are about poor management and communication from a communication company, that they may have thought to read, take note and do something about it, but no not focus, totally out of focus sums them up.
The jist of their response was get back to us and we can look into it. We'll that's what the complaint was about, totally ignoring customers and never responding to their requests.
I'm still waiting for the phone call promised a month ago ! It will never come.
Noticeably, they don't put their phone number anywhere so you can actually ring the right person and not get passed from pillar to post.
Proves the point really.
I reiterate,
DO NOT USE THIS COMPANY !
There is nothing good about them.
If Liam responds with the same stupid bot message, it proves I'm right.
May 31, 2026
Unprompted review
Reply from Focus Group
Good Morning Kay,
I appreciate your concerns and understand that you feel as though my previous response to your feedback gave you the impression that this did not come from an employee of Focus. However, I can assure you that i understand you feel as though your experience with us has not been one in which you feel supported. Please be assured I have recorded your feedback and am currently in the process of investigating your concerns.
If you wish to discuss your concerns over the phone, we would be more than happy to arrange this, if you could please get in touch with us at Customerservice@focusgroup.co.uk with your contact details, and I will be more than happy to give you a call.
Regards,
Liam
Very helpful and explains everything so…
Very helpful and explains everything so clearly.
May 8, 2026
Unprompted review
Reply from Focus Group
Good afternoon Louise,
We’re delighted to hear that you found the support helpful and that everything was explained clearly throughout.
We really appreciate your feedback and are pleased you had such a positive experience.
Kind regards,
Liam
I agreed to pay £40 per month it’s now…
I agreed to pay £40 per month it’s now nearly £65 a month and I haven’t made any phone calls in over a year it’s just basically for camera system,I asked them to reduce it no contact so will cancel my direct debit today and guaranteed they will respond then if they carnt reduce the bill I will be moving to bt don’t care about threats won’t pay for an unfair derive nothing great about them better deals out there
May 28, 2026
Unprompted review
Reply from Focus Group
We’re sorry to hear about your experience and can completely understand your frustration regarding the increase in charges and the lack of communication you feel you’ve received when trying to discuss your account.
We would really like the opportunity to review your account and discuss the concerns you’ve raised regarding your billing. Please could you contact us at Customerservice@focusgroup.co.uk with your account details so we can investigate this further and work towards a resolution with you.
Again, we sincerely apologise for the frustration caused and appreciate your feedback.
Regards,
Liam
Deanna is always a hundred per cent…
Deanna is always a hundred per cent committed to every task and never drops the ball
May 21, 2026
Unprompted review
Reply from Focus Group
Good afternoon Steve,
We’re so pleased to hear your positive feedback about Deanna. Her commitment and dedication to providing excellent service are greatly valued, and we’ll be sure to pass your kind comments on to her.
Kind regards,
Liam
Over and Above
Been given fantastic, professional service every step of the way so far with Focus. From the very start, Luke Fenton and Kim Roberts have made sure that every area in which our company would benefit from working with them was fully explained, and a tailored plan of areas in which they could help us specifically was formed. Even in areas in which we felt we couldn't utilise right now, zero pressure was given for us to proceed until it suits our business. Any questions we had along the way have been fully explained through their great knowledge and experience, even going over and above to give helpful tips on areas from outside the services we had chosen.
Would fully recommend them to any company looking to explore how they can improve on cyber security or any of the other fantastic services they offer.
Big thanks to Luke, Kim as well as Billy from the CSA team for all their help and wonderful customer service so far!
May 21, 2026
Unprompted review
Reply from Focus Group
Good afternoon Michael,
We’re delighted to hear that you have received fantastic and professional service throughout your journey with us so far. It’s great to know that Luke, Kim, and Billy provided clear guidance, tailored recommendations, and supportive advice without any pressure, ensuring the solutions discussed were right for your business needs.
Providing knowledgeable, honest, and customer-focused support is something we take great pride in, so your feedback means a great deal to us. We truly appreciate your recommendation and will ensure your kind comments are passed on to Luke, Kim, and Billy.
Kind regards,
Liam
Focus training
the training provided by Adam was really benneficial, great detail, he spent a lot of time with us and was really approachable - he is so knowledgable and a asset to us and focus!
May 19, 2026
Unprompted review
Reply from Focus Group
Good afternoon Craig,
We’re delighted to hear that you found the training provided by Adam so beneficial. It’s great to know that his detailed approach, knowledge, and willingness to spend time ensuring everything was clearly explained made such a positive impact.
We truly appreciate your kind feedback and will be sure to pass your comments on to Adam. He will be very pleased to hear he made such a positive impression.
Kind regards,
Liam
Adam H was very helpful and explained…
Adam H was very helpful and explained everything very clearly. Found all sessions with Adam very helpful.
May 19, 2026
Unprompted review
Reply from Focus Group
Good afternoon Nicole,
We’re so pleased to hear that Adam was helpful and explained everything clearly throughout your sessions. It’s great to know that you found the training valuable and supportive.
We really appreciate your feedback and will be sure to pass your kind comments on to Adam.
Kind regards,
Liam
Terrible customer services
Terrible customer services! Avoid
- Contacted them Monday to be told i would be called the next day- no call.
-Contacted them Wednesday to be told i would be contacted same day- no call.
Contacted them again a week later and I'm no closer to getting my query even looked at yet alone resolved.
May 18, 2026
Unprompted review
Reply from Focus Group
Good Afternoon Shreya,
We are very sorry to hear about your experience and sincerely apologise for the lack of communication you have received from our team. We completely understand how frustrating it must be to have been promised multiple callbacks and not receive them, especially when you are still awaiting a resolution to your query.
This is certainly not the level of service we aim to provide, and we would really appreciate the opportunity to investigate this further and work towards resolving the matter for you as quickly as possible.
Please could you contact us directly at Customerservice@focusgroup.co.uk with your account details and any relevant information regarding your query so that we can locate your account and ensure this is reviewed as a priority.
Again, we sincerely apologise for the inconvenience and frustration caused.
Regards,
Liam
Excellent customer service that…
Excellent customer service that continued after we signed the contract. Clear, sensible guidance. Prompt and friendly communication...and great value for money... I have been delighted so far and wish we had made the switch sooner!
February 10, 2026
Unprompted review
Reply from Focus Group
Good afternoon Sarah,
We’re delighted to hear that you’ve had such a positive experience with both our service and ongoing support. Providing clear guidance, prompt communication, and continued customer care after sign-up is something we take great pride in, so it’s wonderful to know this has made such a positive impact.
We truly appreciate your feedback and are thrilled to hear you’re happy you made the switch.
Kind regards,
Liam
Horizon Contact Center Training.
The session provided by Adam and organised by Simon was clear, well-structured, and incredibly helpful in getting us up to speed with the new platform. Both the agent and supervisor modules covered all the necessary functionalities.
May 15, 2026
Unprompted review
Reply from Focus Group
Good afternoon Mr White,
We’re delighted to hear that the session organised by Simon and delivered by Adam was clear, well-structured, and helpful in getting you up to speed with the new platform. It’s great to know that both the agent and supervisor modules covered everything you needed and provided a positive training experience.
We truly appreciate your feedback and will ensure your kind comments are passed on to both Adam and Simon.
Kind regards,
Liam
Graet communication from start to…
Graet communication from start to finish and when there was a slight problem after the work had been competed the back up and support was excellent
May 1, 2026
Reply from Focus Group
Good afternoon Andy,
We’re delighted to hear that you experienced great communication from start to finish and that our team was able to provide excellent support when an issue arose after the work was completed.
Providing reliable aftercare and ongoing support is extremely important to us, so we really appreciate you taking the time to share your experience.
Kind regards,
Liam
Left Focus over a year ago due to…
Left Focus over a year ago due to billing issues and things being added to invoices. Today we have received a bill for £12 for additional services. Not much money I know but it takes time to sort. A terrible immoral company. Please
Look elsewhere. I have entered our customer number so you can locate the account rather than your standard trustpilot response.
May 15, 2026
Unprompted review
Reply from Focus Group
Good afternoon Richard,
We are very sorry to hear about your experience and sincerely apologise for the frustration and inconvenience this situation has caused.
We completely understand your concerns, particularly given your previous experience with billing issues and the time required to resolve unexpected charges, regardless of the amount involved. This is certainly not the level of service we aim to provide.
Thank you for providing your customer number within your review. We can confirm that your concerns are currently being reviewed, and we are working with the relevant teams to investigate this matter thoroughly and ensure it is rectified as a matter of urgency.
We appreciate you bringing this to our attention and apologise again for the inconvenience caused.
Regards,
Liam
Lovely Scotsman
A very pleasant and insightful training call with Adam Hamilton. Everything was portrayed clearly and I feel confident enough to independently manage my business' portal as originally intended. Exactly what I was after.
Thanks Adam!
May 14, 2026
Unprompted review
Reply from Focus Group
Good Afternoon Cameron,
We’re pleased to hear that you found your training session with Adam clear, insightful, and helpful. It’s great to know the session gave you the confidence to independently manage your business’ portal as intended.
We really appreciate your feedback and will be sure to pass your kind comments on to Adam.
Kind regards,
Liam
Andrew is very knowledgable and took…
Andrew is very knowledgable and took the time to explain everything I wanted to know.
April 27, 2026
Unprompted review
Reply from Focus Group
Good Afternoon Kerry,
We’re so pleased to hear that Andrew was able to provide the support and information you needed. Taking the time to ensure everything is clearly explained is something we really value, and it’s great to know you had such a positive experience.
We truly appreciate your feedback and will be sure to pass your kind comments on to Andrew.
Kind regards,
Liam
Focus group.i Agree with monkey a and…
Focus group.i Agree with monkey a and me review. dreadfull company to deal with. i have been over a week without a phone line. no Business created, unable to contact my customers .colossal loss in revenue,yet i still have to pay for bad service!!!!!
May 11, 2026
Unprompted review
Reply from Focus Group
Good Afternoon John,
We are very sorry to hear about your experience and sincerely apologise for the disruption and frustration this situation has caused, particularly given the impact this has had on your business and ability to communicate with your customers.
We completely understand how concerning it must be to be without a working phone line for this length of time, and this is certainly not the level of service we aim to provide. Please be assured that this matter has now been raised with the relevant teams to prioritise and ensure the situation is rectified as a matter of urgency.
Please could you contact us directly at Customerservice@focusgroup.co.uk with your account details so we can urgently investigate this further and ensure we work towards getting this situation resolved for you as quickly as possible.
Again, we sincerely apologise for the inconvenience and impact this has caused.
Regards,
Liam
A clear concise 30-minute dive into MS…
A clear concise 30-minute dive into MS Teams calling features. Adam really knows his stuff. Learnt a few things and made a note.
May 8, 2026
Unprompted review
Reply from Focus Group
Good Afternoon Mike,
We’re delighted to hear that you found the session clear, concise, and valuable. Adam will be thrilled to know his knowledge and expertise helped you pick up some useful new tips around MS Teams calling features.
We really appreciate you taking the time to share your feedback and are pleased the session made such a positive impact.
Kind regards,
Liam
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