Broker customer support: good and bad experiences
Support rarely matters until something goes wrong: a platform freeze with a position open, a deposit that hasn't arrived, a fill you believe was wrong. That's exactly when it matters most.
Share an experience, good or bad:
- what the problem was and how you contacted support (live chat, email, phone)
- how long it took to get a useful answer
- how it was resolved, and whether you escalated a complaint
If you escalated, say where to. In the UK, a complaint a firm hasn't resolved within eight weeks can go to the Financial Ombudsman Service; Australia has AFCA, and EU countries have their own schemes. More detail is in our withdrawals guide.
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A few tips for getting a useful answer quickly, and for escalating when you don't.
When contacting support:
- Put the details in writing even if you start on live chat: account number (in the support ticket only), time with time zone, order or ticket number, and what you expected.
- Ask for a ticket or reference number, and save the chat transcript.
- For a disputed fill, ask for the price feed at that time.
If it isn't resolved:
- Make a formal complaint using the broker's complaints procedure. Regulated brokers must have one.
- If it's still unresolved, go to the ombudsman or dispute scheme for the company's regulator: the Financial Ombudsman Service in the UK (usually after eight weeks), AFCA in Australia, or the relevant scheme in EU countries.
Offshore companies often aren't covered by these schemes, which is one of the practical differences described in offshore vs top-tier regulation.
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