Draft for review · Version 2026-09-22.1. Service ordering is not yet open. Final service terms and contact arrangements are being confirmed.
Company information
SHANALINK LTD, company number 17433946. Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Raise a complaint
Email complaints@shanalink.co.uk, call 020 4652 5835, use the website contact form or write to SHANALINK LTD at the registered office above, marked “Complaint”. Include your account or enquiry reference, what happened, the outcome you would like and how we should contact you. Do not send passwords or full bank details. Website forms can be submitted at any time; this does not mean telephone or engineering support is staffed around the clock.
What happens next
We record your complaint, investigate the relevant enquiry or service records and explain our response. We may ask for information needed to investigate. You can ask for escalation to the director if you remain dissatisfied. Any service-specific response targets will be stated in your contract; this website does not promise a repair deadline.
Independent resolution
For eligible residential and small business complaints raised from 8 April 2026, unresolved complaints can generally be referred to an approved alternative dispute resolution scheme after six weeks, or earlier on deadlock. Referral is free to the customer. ShanaLink must join an Ofcom-approved scheme and publish its name, contact details and eligibility rules before launch. Membership is not yet confirmed here.
Help with a complaint
Ask for an accessible format, a different contact method or support from an authorised representative. We will explain what authority is needed without creating unnecessary barriers. Ofcom monitors the industry but does not resolve individual complaints; the approved ADR scheme provides independent dispute resolution.