Draft for review · Version 2026-09-05.2. 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
Use the support or contact page and clearly say you are making a complaint. Include your account or order reference, what happened and your preferred outcome. Do not send banking passwords. Verified phone, postal and email complaint channels and support hours must be published before launch.
What happens next
The proposed process records the complaint and the date received, provides a reference, investigates and explains the outcome. You can ask for escalation to a manager if you remain dissatisfied. Operational acknowledgement and update targets must be approved and staffed before launch.
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.