"Highlighted Issues in Brokerage Complaints in 2025"

2025 Broker Complaint Report Released

BrokerListings.com has published the 2025 Broker Complaint Report, revealing striking results by analyzing over 1,000 user comments. The study categorized 911 individual issues recorded between September 2024 and September 2025 into 15 categories.

Negative experience reports make up the majority of unsatisfied comments, being mentioned 386 times. Issues related to trading conditions are mentioned 190 times.

The lead author of the report, Jemma Grist, stated, "The fact that customer support services often exacerbate issues instead of alleviating others was an eye-opener. Reported issues accounted for 21% of our records." This situation is becoming more pronounced with brokers increasingly turning to automated chatbots.

The scope of the study focused on 10 widely known brokers, gathering about 100 one and two-star reviews from each brand. These comments were sourced from platforms such as Trustpilot, Google Reviews, App Store, and Google Play.

According to the report's main findings:

• 42% of reported issues relate to application problems: Users frequently complained about unstable apps and complex screens that obscure essential operations. It was noted that traditional firms were criticized for adding old features without incorporating modern functionalities that align with current user habits.
• 21% of reported issues mentioned inadequacies in trading conditions: Users reported frustrations about slippage, rejected or partial orders, margin rules, and fees not meeting expectations.
• 21% of reported issues highlighted support deficiencies: Slow response times, inaccessible channels, and ineffective contractor processes deepened users' problems.
• 17% related to payments and transfers: Users experienced discomfort due to withdrawal delays and unclear transfer timelines.

Old-style brokers received the most criticism regarding user experience and support, while more mobile-focused brokers, such as Capital.com and Trading 212, received positive feedback for their responsiveness to complaints.

Practical Advice for Investors:

• Test before committing to a broker: Over 90% of brokers offer demo accounts that allow investors to explore the app.
• Review comments from various sources: Look for overall trends rather than isolated incidents.
• Check withdrawal times and conditions: Most brokers have strict identity verification requirements that must be met before accessing funds.

Recommendations for Brokers:

• Continue investing in mobile user performance: Focus on providing shorter loading times and better navigation.
• Provide reliable support: Active investors demand 24-hour support.
• Communicate during incidents: Inform investors and respond to negative comments by offering solutions.

Jemma Grist added, “The fastest way to reduce the number of one-star reviews is to be transparent about trading conditions and provide human support for investors facing serious issues.”