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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Just finished a migration to an upgraded phone system and the whole thing was brilliant. Exactly the kind of excellent service I've come to expect over the years of working with them. Barry Shields wa... 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 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
One of the worst companies for our business
One of the worst companies I've ever come across in ANY sector, let alone as a phone provider for business.
We used them for our business and on two occasions my phone network completely stopped for a week. As a senior manager it unnecessarily wasted hours and hours of my time trying to get someone to do anything about it. It took dozens of phone calls and emails to several different people to get sorted.
On another occasion it took me 4 weeks to get a PAC code to keep my original phone number on a different network - according to OFGEM they are supposed to provide it immediately. Again, non-communication from them and hours and hours of emails and phone calls to several different people. Absolutely infuriating - they are complete chaos with some of the worst customer service I've come across.
March 15, 2026
Unprompted review
Reply from Focus Group
Good morning Scott,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the significant difficulties you experienced, and we fully appreciate how disruptive and frustrating these situations must have been.
We are also sorry to hear that communication throughout these issues fell short of the standard you should rightly expect from us.
Whilst we appreciate you are no longer with us, we would welcome the opportunity to understand your experience in more detail. If you are willing to share your account details, please do not hesitate to contact us directly at customerservice@focusgroup.co.uk so we can look into what happened and ensure lessons are learned.
Thank you again for taking the time to leave your feedback, it is important to us and helps us continue to improve.
Kind Regards,
Louise
Avoid - don’t put patients at clinical risk with poor phone system
Avoid! I have 2 pharmacies and customer service and technical team have been terrible. Don’t not put your patients at clinical risk! They relay on being able to phone health centres.
April 3, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the experience you have had. This is not the standard of service we aim to deliver, and we take concerns of this nature very seriously.
We would like to investigate the issues you have experienced with our technical teams as a matter of urgency. Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take full ownership of your case and ensure this is treated as a priority?
We appreciate you bringing this to our attention and are committed to working with you towards a resolution.
Kind Regards,
Louise
Terrible company
Terrible company, didn’t deliver install, tied us into 3 year contract. Kept over charging us and then when we told them about it said sorry and would refund us the difference. As I’m sure you can guess no refund. Been over a year no one wants to talk to you when you try to get in touch. Scam
April 3, 2026
Unprompted review
Reply from Focus Group
Good morning Jamie,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and the frustration you have faced.
We understand how serious these concerns are, and this is not the level of service we aim to provide. We would very much like to investigate the matters you have raised and work towards a resolution.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take full ownership of your case and ensure someone is in contact with you as a priority?
Kind Regards,
Louise
DO NOT BE SEDUCED - AVOID, AVOID, AVOID
DO NOT BE SEDUCED by the 5-star Reviews. Read the 1-star Reviews very carefully and reflect on them.
Focus is a company which has grown fast by its wholesale adoption of a multitude of despicable and unsavoury policies including:
(1) repeatedly adding false, fake, bogus "extras";
(2) repeatedly inventing new ways to add superfluous, spurious charges;
(3) applying inflation adjustments massively in excess of actual inflation;
(4) exercising obfuscation and evasion over many months when asked to address their failings and to refund overcharges.
You might think, or hope, you will be well-serviced but the only certainty is that you will be wickedly overcharged once you are signed as a customer... and then exhaust your patience trying to secure restitution.
And to add insult to injury, if a refund agreement is ever reached, Focus waits a few months and then starts issuing invoices for a previously terminated service.
Focus is a wholly immoral company. Be warned!
March 19, 2026
Unprompted review
Reply from Focus Group
Good morning Tony,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and the significant frustration you've encountered with billing, charges, and the resolution process.
This is not the level of service we aim to provide, and we take your concerns very seriously. Our customer service team have tried to call you to discuss a resolution directly, and we would welcome the opportunity to review your case in detail.
We appreciate you bringing this to our attention.
Kind Regards,
Louise
From start to finish the staff were…
From start to finish the staff were professional and excellent at communication and keeping me up to date with the progress.
The change over went without a hitch and instructions were given to me over the phone by a professional but friendly engineer.
March 30, 2026
Unprompted review
Reply from Focus Group
Good morning Catherine,
Thank you so much for your feedback! We're delighted to hear that the entire process was so smooth and that our team kept you well informed throughout.
It's great to know the changeover went without a hitch and that our engineer provided clear instructions in a professional and friendly manner.
Thank you again for choosing Focus Group!
Kind Regards,
Louise
Months of interrupted service
Months of interrupted service, but the last month no service at all for incoming or outgoing calls.
I can’t comprehend how big an effect it has had on my business, new clients phoning me and the number is not in use.
I keep reporting and promised a call back… but nothing… next step ombudsman
March 30, 2026
Unprompted review
Reply from Focus Group
Good morning Mette,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the prolonged service interruptions and the complete loss of incoming and outgoing calls over the last month.
We apologise that you haven't received the promised call backs and would like to investigate this matter urgently and escalate it appropriately.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details and the reference number TP310326 so our team can take immediate ownership of your case and prioritise getting your service restored?
We appreciate you bringing this to our attention and are committed to resolving this.
Kind Regards,
Louise
New laptop set up
Excellent Support from Karim setting up my new lap top security. He went above and beyond spending time helping with functionality with some apps that would take me considerable time to deal with myself.
Chris
March 25, 2026
Unprompted review
Reply from Focus Group
Good morning Chris,
Thank you so much for your feedback! We're delighted to hear that Karim provided such excellent support setting up your new laptop security and went above and beyond to help with app functionality.
We'll be sure to pass your kind words on to Karim - he'll really appreciate it.
Kind Regards,
Louise
DO NOT USE this company to at all
DO NOT USE this company to at all. They installed a phone system 5 weeks ago go for my business and since then we have had nothing but problems. Lost phone calls from clients as the phone isn’t working correctly. We have intermittent WiFi throughout the day and night.
We have phoned, emailed and complained on numerous occasions . We get told that someone will come and have a look but then get a email to say they can’t come due to “child care”. Sorry but not our problem, we are trying to run a business with an inferior phone and WiFi system .
The service is dreadful.
Terrible company to deal with as they pass the buck continually.
February 23, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the ongoing problems you've been experiencing since installation five weeks ago, and the impact this has had on your business.
We apologise for the missed appointments and would like to investigate this matter urgently. Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take immediate ownership of your case and get this resolved?
We appreciate you bringing this to our attention and are committed to making this right.
Kind Regards,
Louise
Steven Fox @ Focus
I’ve recently been contacting Steven Fox at focus for assistance. He has been amazing and his response time is phenomenal from asking for help to getting things sorted
March 20, 2026
Unprompted review
Reply from Focus Group
Good afternoon Alex,
Thank you so much for your feedback! We're delighted to hear that Steven has been so amazing and responsive in assisting you. His quick turnaround time and helpful approach are exactly what we strive for.
We'll be sure to pass your kind words on to Steven - he'll really appreciate it.
Kind Regards,
Louise
AVOID, AVOID, AVOID
Very difficult to get in touch with anyone. I asked to terminate our service on 13th February via the web portal. A couple of days later the portal comes up with Case Resolved. Nothing was resolved. Still billing us. No contact to say the service will end. Just a bill adding on £10 because the direct debit was cancelled. 10th March received a message that the service would be cancelled "as soon as possible." 10 days later and no further communication. Its a poor service when a communications company cannot actually communicate.
March 10, 2026
Unprompted review
Reply from Focus Group
Good morning Karen,
Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you've experienced trying to terminate your service and the lack of communication throughout the process.
This is clearly not acceptable, and we apologise for the frustration caused by the delay. We would like to investigate this matter and ensure your cancellation is processed correctly.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take ownership of your case and resolve this as quickly as possible?
We appreciate you bringing this to our attention.
Kind Regards,
Louise
Above and beyond
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 beyond to ensure we had everything in place for our new technology system.
Carol Gillon CE
1st Alliance Community Bank
February 2, 2026
Unprompted review
Reply from Focus Group
Good afternoon,
Thank you so much for your wonderful feedback, Carol! It's great to know that Steven and Luke have gone above and beyond to ensure everything was in place for your new technology system.
We'll be sure to pass your kind words on to both of them. Thank you for your continued trust in Focus Group!
Kind Regards,
Louise
Do your homework and get everything in writing before signing the contract.
I've been with Focus for a few years, initially with internet and landline for my business, due to the constant issues with a very old broadband line, I spoke to Focus to see what other system was available and whether it was financially viable. They advised that Starlink would be suitable, Starlink is amazing and works very well, unfortunately and be very aware if you decide to go down the Focus route, costs will not be what was discussed or written in the contract, I had my pants pulled down and now face an increase of over nearly £100 a month, be very careful with this company, what they promise financially isn't the end result......
December 24, 2025
Unprompted review
Reply from Focus Group
Good afternoon Matt,
Thank you for taking the time to share your feedback. We're pleased to hear that the Starlink solution has been working well for your business, but we're sorry to hear about your concerns regarding the pricing differences between what was discussed and what you're now being charged.
We understand how frustrating this must be, particularly when costs don't align with your expectations from the initial contract discussions. Your account manager will be in contact with you to review the pricing and address your concerns directly.
We appreciate you bringing this to our attention.
Kind Regards
Louise
I have been using Focus Group… and now im stuck with them
I have been using Focus Group (Pinnacle) since June as a phone provider.... I had no idea what I was getting into.
I couldn't even use my phone as it never had any signal, so requested to cancel my contract which they told me was not possible and I would have to pay 2 years out to get out of the contract... for a service that wasnt even working!
They then moved me to a new provider at a fixed fee and the cost is going up every single month! Hidden fees and lock in contracts which they tell you nothing about till you are stuck in them.
Avoid at all costs.
March 18, 2026
Unprompted review
Reply from Focus Group
Good morning Ollie,
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience with signal issues and the frustration you've encountered regarding your contract and billing.
This is not the level of service we aim to provide, and we regret the difficulties you've faced. We would like to investigate this matter further and work to resolve your concerns.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can review your case and address the issues you've raised?
We appreciate you bringing this to our attention.
Kind Regards,
Louise
Horizon Training Support
I had a training session with Adam Hamilton for the Horizon phone system. Adam was great, really informative and super helpful. He helped out with so much more than I expected and spent time after the meeting tidying up our system and helping to make it as efficient as possible.
March 17, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you so much for your feedback! We're delighted to hear that Adam provided such an informative and helpful training session on your Horizon phone system.
We'll be sure to pass your kind words on to Adam. Thank you again for choosing Focus Group!
Kind Regards,
Louise
Brilliant
We are a small charity that decided to consolidate our broadband and landlines with Focus last year, after a positive experience with their cybersecurity support over the last few years. Prior to being with Focus we had issues with our phone system, however Focus helped us to install full-fibre and we have had no issues since. Chantelle and Cameron have supported us at every step of the way and are always easy to contact when we need help. They have also shown a genuine care for the values of our charity which means a lot to us, and are always personable in interactions. We have also been linked with the FocusFoundation which we are very excited about. Thank you Focus team.
March 17, 2026
Unprompted review
Reply from Focus Group
Good afternoon Riley,
Thank you so much for your wonderful feedback! We're delighted to hear that your decision to consolidate your broadband and landlines with us has been such a positive experience.
It's great to know that Chantelle and Cameron have been so supportive and easy to contact, and that they've shown genuine care for your charity's values - that means a lot to us too. We're really pleased you've been linked with the Focus Foundation and are excited about that partnership.
Thank you again for choosing Focus Group and for trusting us to support your charity.
Kind Regards,
Louise
Avoid avoid avoid! Read this before you join
Avoid avoid avoid!
Absolutely terrible experience.
They added additional services to my account without consent, twice!
Fees increased by a huge amount throughout the term.
When I tried to leave at the end of my lease, they demanded an absolutely astronomical early termination fee.
Focus group will absolutely try to rip you off, stay well away.
March 16, 2026
Unprompted review
Reply from Focus Group
Good afternoon George,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience with additional services being added without consent, and the early termination fee concerns.
This is not the level of service we aim to provide, and we sincerely apologise for the frustration this has caused. We can confirm that a complaint has been raised on your behalf and someone from our team will be in contact with you shortly to investigate this matter and work towards a resolution.
We appreciate you bringing this to our attention.
Kind Regards,
Louise
Horizon SIP PBX/System Training
Horizon SIP PBX/System Training
Was provided training by Adam Hamilton on setup/config for our Horizon phones. This enables us to make minor changes ourselves. Adam was great, tailored his training to his target audience, immediately grasped our setup and requirements and ensured that I received all the training appropriate. I have increased confidence in any future business support needs in the future because of this interaction.
March 16, 2026
Unprompted review
Reply from Focus Group
Good afternoon Martin,
Thank you so much for your feedback! We're delighted to hear that Adam provided such tailored training. We're really pleased this experience has increased your confidence in our future support.
We'll be sure to pass your kind words on to Adam. Thank you again for choosing Focus Group!
Kind Regards,
Louise
Great company to deal with
Great session with Adam Hamilton today - he explained everything we needed to know in a friendly, engaging way. Our experience of Focus Group, with Adam, our project manager (Simon Penny) and engineer (Chris Brown) has been excellent so far - highly recommended.
March 16, 2026
Unprompted review
Reply from Focus Group
Good afternoon Brian,
Thank you so much for your wonderful feedback and recommendation! We're delighted to hear that you had such a great session with Adam.
It's fantastic to know that your overall experience with Adam, Simon and Chris has been excellent. We'll be sure to pass your kind words on to all three of them.
Kind Regards,
Louise
Our onboarding experience with Focus…
Our onboarding experience with Focus has been excellent from start to finish. Josh Hodge have been incredibly helpful throughout the whole process — always responsive, clear, and supportive. They guided us through every step and made the transition smooth and straightforward.
We really appreciate the time and effort they put into helping us get set up properly. It’s clear they care about delivering a high standard of service, and we’re confident this is the beginning of a great working relationship. We’re looking forward to growing alongside the Focus team.
Highly recommended.
March 16, 2026
Unprompted review
Reply from Focus Group
Good afternoon Daniel,
Thank you so much for your wonderful feedback and recommendation! We're delighted to hear that your onboarding experience has been excellent from start to finish.
It's great to know that Josh has been so responsive, clear and supportive throughout the process, making your transition smooth and straightforward. We'll be sure to pass your kind words on to him.
Kind Regards,
Louise
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.