Partially upheld: Service failures generally complaint against Trading 212 UK Limited
Financial Ombudsman decision DRN-6432024 of 2026-06-24T00:00:00+00:00. Service failures generally complaint against Trading 212 UK Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6432024 |
|---|---|
| Decision date | 2026-06-24T00:00:00+00:00 |
| Firm | Trading 212 UK Limited |
| Product | Investment |
| Claim type | Service failures generally |
| Outcome | Partially upheld |
| Remedy | £100 compensation for distress and inconvenience caused by unreasonable delay in responding to performance data concerns |
Summary
Mr A complained to the FOS about Trading 212's Stocks and Shares ISA platform regarding three main issues: (1) lack of transparency about how dividend payments were applied to his Free Funds balance; (2) inaccuracy of performance data due to Rate of Return being rounded to one decimal place; and (3) inadequate complaint handling and customer service responses. The Ombudsman found that T212 did not breach FCA regulations regarding investment reporting or information clarity, as the platform provided sufficient information through dividend notifications, dividend history, and account balance visibility, and the Rate of Return and change in value GBP figures are calculated separately. However, the Ombudsman upheld the complaint in part, finding that T212 unreasonably delayed providing clear responses to Mr A's performance data concerns from May to July 2025, causing distress and inconvenience, and awarded £100 compensation.
The Ombudsman's reasoning
The Ombudsman found that T212 did not breach FCA regulations (COBS 16A and COBS 4) regarding investment reporting or clarity of information. The absence of a line-by-line cash ledger for dividend credits does not constitute a breach as FCA regulations do not require this specific format. The Rate of Return rounded to one decimal place does not affect the accuracy of change in value GBP figures because these are calculated separately using direct asset price movements, not derived from the Rate of Return percentage. This is evidenced by the fact that over longer periods, the Rate of Return and Simple Return can differ significantly due to cash flow timing, proving they are independent calculations. However, T212 unreasonably delayed providing a clear, substantive response to Mr A's performance data concerns from mid-May until mid-late July 2025, causing distress and inconvenience.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Trading 212 UK Limited, all decisions | 196 | 12% |
| Service failures generally, all decisions | 34,193 | 32% |
| Investment, all decisions | 14,180 | 34% |
Source
Read the original decision on the Financial Ombudsman Service website