Upheld: Account administration errors complaint against eToro (UK) Limited
Financial Ombudsman decision DRN-6403099 of 2026-06-16T00:00:00+00:00. Account administration errors complaint against eToro (UK) Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6403099 |
|---|---|
| Decision date | 2026-06-16T00:00:00+00:00 |
| Firm | eToro (UK) Limited |
| Product | Investment |
| Claim type | Account administration errors |
| Outcome | Upheld |
| Remedy | eToro (UK) Limited must pay: (1) USD 51,505 plus 8% simple interest per year from settlement date to payment date; (2) USD 200 for distress and inconvenience; (3) £300 for further distress and inconvenience. eToro must provide tax deduction certificate if required by HMRC. |
Summary
Mr T complained that eToro closed his trading positions on 28 October 2025 at prices significantly below his stop loss orders. eToro initially denied error but acknowledged the mistake in March 2026 and offered USD 51,501 reimbursement plus USD 200 for distress. The investigator recommended an additional £300 and 8% simple interest, which eToro accepted but Mr T rejected, arguing he could have made higher trading profits. The ombudsman upheld the complaint and ordered eToro to pay the agreed amounts, finding the compensation fair and rejecting Mr T's speculation about potential trading profits based on insufficient evidence.
The Ombudsman's reasoning
The ombudsman found that eToro's error was undisputed and the financial reimbursement of USD 51,501 was appropriate. Regarding distress and inconvenience, the ombudsman considered that Mr T had to persist for months to have the error recognised and the substantial amount involved justified the total award of USD 200 plus £300. For the lost use of money, the ombudsman rejected Mr T's argument that he would have made large trading profits, finding that a single successful trade does not provide sufficient evidence to determine what trades he would have made or their outcomes. The ombudsman concluded that 8% simple interest was a fair resolution for the period of deprivation.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| eToro (UK) Limited, all decisions | 8 | 38% |
| Account administration errors, all decisions | 26,544 | 25% |
| Investment, all decisions | 14,180 | 34% |
Source
Read the original decision on the Financial Ombudsman Service website