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Complaints Procedure

Last updated: 25 September 2026

The short version

  • Email complaints@openwill.app and we'll acknowledge it within 2 working days.
  • We'll aim to give you a full response within 14 days.
  • If you're still unhappy, a director will review it.
  • This process is the same wherever you live.

1. How to complain

Email complaints@openwill.app. OpenWill is a digital-only service and does not offer an address for visitors. Please include:

  • your name and the email address on your account;
  • what happened and when;
  • how it's affected you; and
  • what you'd like us to do to put it right.

You can write to us in English. We do not currently guarantee support in other languages, but we will try to accommodate reasonable accessibility needs. If you need help making a complaint, for example because of a disability, let us know.

2. What happens next

  1. Acknowledgement: we'll confirm we've received your complaint within 2 working days.
  2. Investigation: someone who wasn't involved in the original issue will look into it.
  3. Response: we'll aim to send you a full written response within 14 days. If it's going to take longer, we'll tell you why and when you can expect to hear from us.

3. If you're not happy with our response

Reply within 30 days and ask for a review. A director of NEOCR LTD will review your complaint and reply within 14 days. This is our final response.

4. Other options

  • Data protection complaints: you can complain to the data protection regulator where you live. In the UK, that's the Information Commissioner's Office (ico.org.uk, 0303 123 1113). Our Privacy Policy lists regulators in other countries.
  • Consumer complaints: you can contact the consumer protection authority in the country where you live.
  • Payment disputes: you may be able to raise a dispute with your card provider.
  • Alternative dispute resolution: if we can't resolve your complaint, we'll tell you in our final response about any certified alternative dispute resolution (ADR) provider available for your location and whether we agree to use that provider. We have not appointed a single ADR provider for all countries.
  • Courts: you can also take your complaint to court, for example through a small claims process. See our Terms of Service for which courts can hear a claim.

5. Complaints about third parties

If your complaint is about an independent legal reviewer you arranged through OpenWill, we'll help you contact them. If they're a regulated lawyer, you can also complain to their regulator. In England and Wales, for example, that's the Legal Ombudsman.