Complaints and reporting a problem

Last updated: [Publish date]

If something has gone wrong, we want to hear about it and put it right. Shoku Social is run by Shoku LTD, registered in England and Wales (company number 16756983), 113–116 Bute Street, Cardiff, Wales, CF10 5EQ.

Report content that shouldn't have been made

If Shoku Social produced something that breaks our halal content standard (music, a realistic face, immodest imagery, a prohibited product, a misleading claim):

  1. Email hello@shokusocial.com with the subject "Content report", or use the "Report a problem" button on the item in the app.
  2. Include a screenshot or the item's link, and say what's wrong.

We'll look at it within 24 hours on working days and refund any credits spent on it. We'll also use your report to improve our checks.

To report content that you believe infringes your copyright or trademark, use the subject "Rights notice". Include:

  • your contact details;
  • the work or trademark concerned;
  • where the content appears;
  • a statement that the information is accurate and that you're the rights holder or authorised to act for them.

Make a complaint

You can complain about anything: our service, billing, how we've handled your data, or how we've treated you.

How to complain

  • Email: hello@shokusocial.com with the subject "Complaint".
  • In the app: Settings → Help → Make a complaint [to be built].
  • By post: Shoku LTD, 113–116 Bute Street, Cardiff, Wales, CF10 5EQ.

Tell us what happened, when, and what you'd like us to do. Include your account email if you have one.

What happens next

  1. Acknowledgement. We'll confirm we've received your complaint within 5 working days, and always within 30 days.
  2. Investigation. A person, not an automated system, looks into it.
  3. Response. We aim to give you a full reply within 14 days. If we need longer, we'll tell you why and when to expect it.
  4. Putting it right. If we got something wrong, we'll say so and fix it. That might mean a refund, restored credits, deleting data, or changing how we do things.

If you're not happy with our response, reply and ask for it to be reviewed by the company director. We'll respond within 14 days.

If you're still not satisfied

  • Data protection complaints: you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Our ICO registration number is ZC127161.
  • Consumer disputes: you can get free advice from Citizens Advice at citizensadvice.org.uk or 0808 223 1133. You can also take a claim to court; for most consumer claims that's the small claims track.
  • Misleading adverts: if you think one of our adverts is misleading, you can contact the Advertising Standards Authority at asa.org.uk.

We keep records of complaints for 2 years after they're resolved, so we can learn from them. See our privacy policy.