Complaints Procedure

01 Our commitment

We take every complaint seriously, whether it's about the app, your purchase, or how we've handled your data. We aim to resolve issues fairly, promptly, and without you needing to chase us more than once.

02 How to complain

The quickest way to reach us is by email. Please include:

• Your name and the email address linked to your Simply Will account
• What went wrong and, if relevant, when it happened
• What outcome you're looking for

Email support@simplywill.co.uk with the subject line "Complaint".

03 What happens next

• We aim to acknowledge your complaint within 5 working days of receiving it.
• We aim to give you a full response, or a clear update if we need more time, within 30 days.
• If we need longer — for example, because the issue is complex — we'll tell you why and give you a revised timeframe.

04 Complaints about your data

If your complaint relates specifically to how we've handled your personal data, see the "Your rights" and "Right to complain" sections of our Privacy Policy. Data‑related complaints follow the same process described here, and you also have the right to complain directly to the Information Commissioner's Office (ICO) — see below.

05 If you're not satisfied

If you're unhappy with our response, or we haven't resolved things within the timescales above, you have a few options depending on the nature of your complaint:

• Data protection complaints — you can contact the ICO at ico.org.uk or on 0303 123 1113.
• App Store purchase disputes — as purchases are processed by Apple, you can also raise a dispute directly with Apple via your purchase history.
• Other consumer complaints — you may be entitled to use an alternative dispute resolution (ADR) provider or to bring a claim through the small claims court, depending on the value and nature of the issue.

We would always appreciate the chance to put things right directly before you escalate elsewhere.

06 Contact