Focus Group Complaints, CISAS & OFCOM: The Complete UK Complaint Guide

The Rule That Matters Most

Keep everything in writing. If you read nothing else on this page, read that. Multiple 1-star reviewers on uk.trustpilot.com/review/focusgroup.co.uk describe refunds, resolutions and remedies being agreed over the phone — and then never actioned. If it is not in writing, it did not happen. Put that sentence on your wall.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. We are not affiliated with Focus Group. This article is a step-by-step guide to complaining about them: the written complaint, the 8-week rule, CISAS escalation, OFCOM reporting, and how to protect yourself throughout.

The Complaints Ladder in UK Telecoms

There are four steps, in this order:

Complain to the provider in writing
Wait 8 weeks or receive a deadlock letter
Escalate to CISAS (the alternative dispute resolution scheme)
Report to OFCOM for industry monitoring

You cannot skip step 1 and go straight to CISAS. CISAS requires you to have given the provider a chance first.

Step 1: The Written Complaint

Why Email, Not Phone

Because the complaint is the start of a paper trail that may end up in CISAS. Phone calls are easy for the provider to forget, misremember or dispute. Emails are not.

Where to Send It

Focus Group's complaints address should be on their website and in your contract. If you cannot find it, email their general customer services address and put "FORMAL COMPLAINT — Account [X]" in the subject line.

What to Include

Your details: account number, business name, contact details
Timeline: when the issue started, what has happened since
Facts, not feelings: avoid emotive language, stick to specifics
Evidence: attach relevant invoices, emails, contract extracts
Outcome requested: what you want — refund, removal of charge, cancellation, compensation
Deadline: reasonable timeframe (14 working days is standard)

Template Opening

Dear Focus Group Complaints Team,

Account number: [X]. I am writing to raise a formal complaint under your complaints procedure.

On [date] I was billed for [specific charge / service]. I have no record of authorising this / the charge is inconsistent with the signed contract / the service has been down for [duration] and I have been billed in full.

I enclose: [list of documents].

I request [specific outcome]. Please respond in writing within 14 working days.

Yours faithfully, [Name, business, date]

Keep the Sent Copy

In your email archive and in a dedicated folder on your computer. If it went by post, keep Royal Mail proof of posting.

Step 2: The 8-Week Rule

Under OFCOM's general conditions, a telecoms provider must have a complaints procedure, respond to it, and — if they cannot resolve the issue — provide a deadlock letter.

If Focus Group Responds and Resolves

Done. But get the resolution in writing. If they agree a refund, the written confirmation should state the exact amount and the date by which it will be paid.

If Focus Group Responds and Does Not Resolve

You can continue trying to reach agreement. If you reach an impasse, you can request a deadlock letter — a written statement from the provider saying the complaint is unresolved and you are free to escalate.

If 8 Weeks Pass with No Resolution

You can escalate to CISAS regardless of whether you have a deadlock letter.

What to Watch For

Phone calls trying to resolve verbally. Focus Group may phone offering to "sort it out". Your response: "Please put your offer in writing." If they refuse, that is itself evidence of bad-faith complaint handling.

Delays and silence. If Focus Group ignores your complaint or stalls, note the dates. CISAS will care about this.

Pressure to accept less than you asked for. Document every offer in writing. You do not have to accept the first offer.

Step 3: CISAS

CISAS stands for Communications and Internet Services Adjudication Scheme. It is the independent alternative dispute resolution body for UK telecoms disputes. CISAS is run by IDRS Ltd and is approved by OFCOM.

Is It Free?

Yes — for consumers and small businesses. Check cisas.org.uk for current eligibility.

Is It Binding?

On the provider, yes. If CISAS rules in your favour, Focus Group must comply. On you, no — if you are unhappy with the outcome, you still have the right to go to court (within limits).

How to Submit

Go to cisas.org.uk. You fill in a claim form, upload your evidence, and pay nothing.

What Evidence to Submit

Your original signed contract
All relevant invoices
Your written complaint and any responses from Focus Group
The deadlock letter (if you have one) or proof that 8 weeks have passed
Any supporting evidence (photos, screenshots, call notes, sales call recording if you have requested it)
Your desired outcome

What CISAS Can Order

Contract cancellation with no early termination fee
Refund of charges paid in error
Removal of disputed services
Amendment of future bills
Financial compensation (capped — check current limits)
Formal apology

Timeframes

CISAS aims to adjudicate within a few weeks of receiving all the evidence. Complex cases take longer.

What If You Lose?

You can still pursue the matter through the small claims court. CISAS is an alternative to court, not a replacement.

Step 4: OFCOM

OFCOM is the UK communications regulator. They do not resolve individual disputes — that is CISAS's job. But OFCOM monitors industry patterns, investigates systemic failures and can take enforcement action against providers that breach the general conditions.

When to Report to OFCOM

Alongside your CISAS complaint, not instead of it. Report at ofcom.org.uk. Describe the pattern — especially if it appears to match patterns other customers are describing on Trustpilot.

What OFCOM Does With the Data

Aggregates it, identifies providers with systemic issues, and where warranted investigates and takes enforcement action. One individual OFCOM report will not change your situation, but collectively reports drive industry improvement.

The Critical Rule Again: Everything in Writing

We cannot emphasise this enough. Through every one of these four steps:

Initial complaint: in writing
Provider response: request in writing
Any proposed resolution: get in writing before agreeing
Refund amount and date: written confirmation before ending any call
Follow-up: email after any phone call summarising what was said

If Focus Group calls you about your complaint, your standard response is: "Please put that in writing and email it to me. I want to review it properly before responding."

Any legitimate company will respect this request. If they refuse, escalate faster.

Specific Complaint Scenarios and How to Approach Them

If Services Were Added Without Consent

Your complaint is not a price dispute — it is a denial that the contract for the disputed services exists at all. Demand evidence of authorisation. See unauthorised charges.

If You Believe You Were Mis-Sold

Focus on the specific gap between what you were told and what you received. See misselling.

If The Early Termination Fee Is Disproportionate

Argue it is a penalty clause under Cavendish v Makdessi. See early termination fees.

If You Have Been Billed During Outages

Claim service credits, refunds, and in extreme cases contract cancellation for material breach. See outages.

If Invoices Are Arriving After Cancellation

Demand written confirmation that billing has stopped and any direct debits will be cancelled. See post-cancellation billing.

If Prices Have Risen Mid-Contract

Ask for the specific clause authorising the rise. If it does not exist or is unclear, challenge. See price increases.

After the Complaint

If You Win

Get the remedy in writing and diary the date the refund or change should take effect. Check it actually happens. If it does not, write again and escalate.

If You Lose

You can still consider court. You can still switch provider. And you can still leave a factual Trustpilot review describing what happened.

Either Way

Make sure the outcome is in writing. Save everything. Move on.

Better to Never Need the Complaints Process

Prevention is better than cure. Before signing with any telecoms provider:

Compare at least three options. Get a free quote.
Read the 1-star reviews on Trustpilot.
Get the contract in writing before signing.
Confirm price-rise terms in £ and pence.
Demand a line-itemised quote.
Ask where the complaints procedure is.

Useful competitor comparisons: Onecom complaints, 4com complaints, Daisy Communications, Chess Telecom, hosted VoIP guide.

Frequently Asked Questions

How do I complain about Focus Group?

In writing, to their complaints address, via email. Describe the issue, attach evidence, state the outcome you want, and request a written response within 14 working days.

What is CISAS?

The Communications and Internet Services Adjudication Scheme — the independent alternative dispute resolution body for UK telecoms disputes. Free for consumers and small businesses. Rulings are binding on the provider.

When can I escalate to CISAS?

After 8 weeks have passed without resolution, or when Focus Group issues a deadlock letter.

Should I accept a verbal resolution to my complaint?

No. Always demand written confirmation before agreeing. Multiple Trustpilot reviewers describe verbal resolutions that were never actioned.

Does OFCOM resolve individual disputes?

No — OFCOM monitors the industry and investigates systemic issues. Individual disputes go to CISAS. But reporting your issue to OFCOM contributes to the monitoring picture.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.

Focus Group Complaints, CISAS & OFCOM: Step-by-Step Guide (2026)