Microsoft Complete

Microsoft Protection Plans must be purchased for the device within 45 days of the original device purchase.

For all Protection Plans, please read the Terms and Conditions for the limits of what we will cover and the things that are not covered under the Protection Plan.

This Protection Plan is classed as an insurance product under local regulations. 

You can only buy a Microsoft Protection Plan from Microsoft or from the Retailer where you bought the original device (if it is offered). Plans must be bought with an eligible device and not as a standalone product. For full details on the insurer, features and benefits of the Microsoft Protection Plan and how to make a claim, please read the IPID and the Supplementary Pre-contractual Information Document (Italy), and Terms and Conditions. 

The insurer is AmTrust Europe Limited, which is registered in England & Wales under Company No. 1229676. AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Firms Ref No. 202189.

Making a Complaint: At Microsoft, we are committed to providing a high level of service at all times but, if you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. If you wish to make a complaint, please contact the Complaints Department at Email: msespbus@microsoft.com; Via Telephone: the telephone number found at Global Support Phone Numbers; Website: Microsoft Support. If we are unable to resolve the matter quickly, we will acknowledge your complaint within five business days. We will try to resolve the problem and provide our response within four weeks. If it will take us longer than four weeks we will explain the current position and let you know when you can expect our response.

Referring your complaint to the Financial Ombudsman Service: In the event that you are unhappy with our response to your complaint, or you have not received our response within eight weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service ("FOS"), who can review complaints from 'eligible complainants', but you must do so within six months of receiving our final response. Further information can be found at: www.financial-ombudsman.org.uk. The FOS exists to help resolve complaints when we have not been able to resolve matters to your satisfaction and the service they provide is free and impartial. Their contact details are as follows: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Telephone: 0800 023 4567 (calls to this number are free on mobile phones and landline) or 0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers.); Email: complaint.info@financial-ombudsman.org.uk. This complaints procedure does not affect your legal rights. However, please note that there are some instances where the ombudsman cannot consider complaints. 

[1] For Microsoft Complete for Surface: Mechanical breakdowns and Accidental Damage cover is limited to a maximum of two (2) replacements and/or maximum of three (3) repairs up to the original purchase price of the product in total. Each Accidental Damage claim is subject to a deductible as set out in the Microsoft Complete terms and conditions.