User-Friendly Platform Educational Resources Social Trading Features
Wikitoro author Mike Druttman Written by Mike Druttman
Wikitoro fact checker Wikitoro Team Fact checked by Wikitoro Team
Updated Feb, 2024

To file a complaint with eToro, utilize the broker's official complaint form available on their website. Once submitted, you can monitor the status of your complaint through eToro's Customer Service Center. Ensure you provide all necessary details for a swift resolution.

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76% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you can afford to take the high risk of losing your money.

 

Context

When I first delved into the world of social trading, eToro quickly became my platform of choice. With its user-friendly tools and collaborative environment, it felt like a game-changer. However, no platform is without its hitches. I encountered a hiccup and was left wondering how to file a complaint with the eToro customer support department. Here's my firsthand account of navigating through this process.

 

Why I Felt the Need to File a Complaint

While using the platform has been relatively smooth sailing for me, I was once faced with an unexpected account issue. There was an instance wherein the app showed a trade that I hadn’t executed, and it took me by surprise.

 

My First Steps: Before Filing the Complaint

Consider that filing a complaint should be a final resort after you've tried all possible avenues to address a concern. Before resorting to this step, I tried the following measures: 

  • Double-checking: I went over my trade history to ensure this wasn’t an error on my end.
  • FAQs and Help Center: I hoped for a quick fix from their FAQs, but my particular concern wasn’t addressed.
  • Reaching Out to Customer Support: I initiated a chat with eToro's support, but unfortunately, it left my concerns unaddressed.

 

The Process of Filing the Complaint

At this point, I finally decided that a formal complaint was in order. Here's how it should be done:

  1. Access eToro's website and click on 'Customer Service'.
  2. You'll be asked to open a new ticket.
  3. Select the type of query and fill in the form, detailing your concern, and provide all the necessary screenshots.
  4. Click on 'Send Message' to submit your complaint.

 

Key Insights from My Complaint Experience

  • Be Detailed: I realized that the more specific I was with my issue, the easier it became for the support team to address it.
  • Provide Proof: Attaching screenshots of the trade and any relevant correspondence expedited the process.
  • Stay Calm: It’s easy to let emotions run high, especially when money's involved. However, a clear head ensured I presented my case effectively.

 

After My Complaint: What Happened Next

Within three business days, I received a detailed response. They had investigated the issue and identified it as a rare platform glitch. They assured me of a resolution and even offered compensation for the inconvenience.

 

If You're Not Satisfied: Escalation

Had I not been satisfied, my next step would’ve been to escalate the complaint within eToro. I’ve heard from fellow traders that external financial regulators can also be approached if an internal resolution isn't satisfactory.

🏛️Not satisfied? Should you find eToro's support team's resolution to your complaint unsatisfactory, you have the option to escalate your grievance to the Financial Ombudsman Service within 6 months of receiving their final response letter.

 

Concluding My Journey

From my experience, it's evident that while platforms like eToro are efficient, hitches can occur. However, open communication and a structured complaint process ensure that user concerns are addressed adequately.

Having navigated this process personally, I hope my insights offer clarity to anyone facing similar issues on the platform.

 

eToro is a multi-asset platform which offers both investing in stocks and cryptoassets, as well as trading CFDs.

Please note that CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 76% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you understand how CFDs work and whether you can afford to take the high risk of losing your money.

Past performance is not an indication of future results. Trading history presented is less than 5 complete years and may not suffice as basis for investment decision.

Copy Trading does not amount to investment advice. The value of your investments may go up or down. Your capital is at risk.

Cryptoasset investing is highly volatile and unregulated in some EU countries. No consumer protection. Tax on profits may apply. Don't invest unless you're prepared to lose all the money you invest. This is a high-risk investment, and you should not expect to be protected if something goes wrong. Take 2 mins to learn more.

eToro USA LLC does not offer CFDs and makes no representation and assumes no liability as to the accuracy or completeness of the content of this publication, which has been prepared by our partner utilizing publicly available non-entity specific information about eToro.

Wikitoro author Mike Druttman About Mike Druttman

Mike Druttman, Head of Content at Wikitoro.org, has decades of expertise in marketing communications and business matching. Educated at the CAM Foundation and the Chartered Institute of Marketing, Mike has collaborated with businesses from the UK to Japan. He founded KEYZUNA, bridging Japanese businesses with global innovations. With a diverse background spanning high-tech to hospitality, Mike's articles at Wikitoro reflect his vast knowledge and unique perspective.

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76% of retail investor accounts lose money