How do I make a complaint?

Focus is committed to providing a high quality service. However, things can go wrong. When this happens, we want to know, so that we can apologise and put things right. If you wish to make a complaint or you have any comments about the service you have received, please follow the steps below.

Step 1 Initial complaint

If you are dissatisfied with any aspect of the service received, you should initially speak to a member of the store management team, or call our Customer Service Team on 0800 436 436. We hope that most complaints can be settled quickly and as close to the source of the problem as possible.

Step 2 If you are not satisfied

If you are dissatisfied with the initial response, you should write to us at the following address:
Customer Services Department
FOCUS (DIY) Limited
Gawsworth House
Westmere Drive
Crewe
Cheshire
CW1 6XB

Please give as much detail about your complaint as possible (for example location of store, product, and dates) and state clearly what you are complaining about.

You will receive an acknowledgement within 7 working days and a full response within 28 working days. Your complaint will be fully investigated personally and in confidence.

We keep a secure record of every complaint made to us. We use this record to help us avoid making similar mistakes in the future. We also use it to help us see how we can improve our procedures and services.