Reduction of Storage from 6TB to 2TB.

Dear Microsoft 365 Customer Support,

I am writing to register a formal complaint concerning the announced changes to Microsoft 365 Family cloud storage, due to take effect for existing customers following renewals from May 2027.

My family has subscribed to Microsoft 365 on the understanding that the Family subscription provides up to six individual users with 1 TB of OneDrive storage each, representing a combined entitlement of up to 6 TB.

We have four active users, currently consuming approximately 1.85 TB between us. The proposed change to a single shared 2 TB allocation will therefore remove almost all our remaining storage capacity.

Presenting this as an improvement in flexibility is misleading for established customers such as ourselves. It represents a substantial reduction in a core service feature for which we have been paying, and upon which we have come to rely.

I am particularly concerned about the fairness of imposing this change on existing subscribers. The Consumer Rights Act 2015, including Schedule 2, paragraphs 11 and 13, identifies potentially unfair contractual terms relating to unilateral changes in the characteristics of services. The Competition and Markets Authority has also published specific guidance regarding the fairness of changes to consumer cloud storage contracts.

I therefore request:

Confirmation of the contractual provision Microsoft relies upon to materially reduce the storage entitlement of existing subscribers.

Confirmation of whether existing subscribers can retain their original individual 1 TB allowances for as long as their Family subscription remains continuously active.

Full details of any transitional or permanent additional storage arrangements, including their duration and costs.

Confirmation that Microsoft will reconsider this change for existing customers who purchased and maintained their subscriptions in reliance upon the original storage allowances.

I have no objection to Microsoft introducing new products or subscription models, but I strongly object to the retrospective erosion of the value and functionality of an established subscription.

Please register this as a formal complaint, provide a reference number, and arrange for a substantive written response.

Kind regards,

Guy Morgan-Harris