Complaints procedure

How to complain

Use the contact form and choose "Complaint", or use Support in the client dashboard. Tell us what happened, when, and what outcome you want. You receive a reference number. Anyone can complain, whether or not they are a client.

What we do

• Acknowledge within 2 UK business days.
• Assign an owner who was not involved in the issue wherever possible.
• Investigate and send a written response within 10 business days, or explain why more time is needed and when you will hear from us.
• If you are not satisfied, a director of THEFOCUS LTD reviews the complaint and replies within a further 10 business days. This is our final response.
• We keep a record of every complaint and what we changed as a result.

Data protection complaints

Complaints about how we use personal data follow the same route and the timescales in section 164A of the Data Protection Act 2018: we acknowledge within 30 days (in practice within 2 business days), investigate without undue delay, keep you informed and tell you the outcome. You can also complain to the Information Commission (ICO) at ico.org.uk at any time, or to the data protection authority in your country.

If you are still not satisfied

For business disputes we are willing to try mediation with an accredited mediator agreed by both sides before either party goes to court, with costs shared equally unless agreed otherwise. If the dispute is not resolved, the courts of England and Wales have exclusive jurisdiction under our terms.

Complaints about our own advertising can be made to the Advertising Standards Authority (ASA). Questions about a card payment can also be raised with your card issuer.