Partially upheld: Investment mis-selling complaint against ETORO (UK) LIMITED
Financial Ombudsman decision DRN-5778764 of 2026-02-19T00:00:00+00:00. Investment mis-selling complaint against ETORO (UK) LIMITED. Outcome: Partially upheld.
Decision detail
| Reference | DRN-5778764 |
|---|---|
| Decision date | 2026-02-19T00:00:00+00:00 |
| Firm | ETORO (UK) LIMITED |
| Product | Investment |
| Claim type | Investment mis-selling |
| Outcome | Partially upheld |
| Remedy | eToro must pay: (1) $65.95 for total losses incurred on position *9164 (with any sums already paid being deducted), and (2) £100 for distress and inconvenience caused by the incorrect pricing on the platform. |
Summary
Mr D complained that eToro displayed incorrect trading prices on 1 July 2024, causing him to incur approximately £15,000 in losses across multiple CFD positions. eToro acknowledged the pricing display error but argued that orders were executed at correct market prices and that Mr D actively managed positions after becoming aware of the issue. The ombudsman upheld the complaint in part, finding eToro liable for the $65.95 loss on position *9164 which was opened and closed during the pricing error, but rejected liability for ongoing losses on positions *0697 and *8036 as Mr D knowingly continued trading after learning of the issue. eToro was ordered to pay $65.95 plus £100 compensation for distress caused by the platform error.
The Ombudsman's reasoning
The ombudsman found that while eToro's pricing display error was genuine and caused Mr D to incur a loss on position *9164, Mr D must mitigate his losses. Since Mr D became aware of the pricing issue at 15:10 GMT on 1 July 2024 and subsequently opened positions *0697 and *8036 after this time (at 15:21 and 15:22 GMT), he knowingly took on the risk of further losses. The phone call evidence corroborated eToro's account that these positions were opened after the call, as Mr D did not mention them during the call. However, eToro should compensate for the distress caused by the platform error itself, as accurate pricing information is critical to trading decisions.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| ETORO (UK) LIMITED, all decisions | 7 | 29% |
| Investment mis-selling, all decisions | 14,206 | 37% |
| Investment, all decisions | 14,114 | 34% |
Source
Read the original decision on the Financial Ombudsman Service website