Brokers With Best Customer Service In The UK 2025

Author

Christian Harris

Christian is a UK-based investment writer who's been actively trading an array of financial instruments for over 10 years. Having used most of the major brokers in the UK, Christian provides valuable insights on all things investing for British traders.

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Editor

James Barra

James is a UK-based writer and investor with consultancy experience at some of Britain's largest financial organisations. James authors, edits and fact-checks content for a row of investing websites.

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Fact Checker

Tobias Robinson

Tobias is a UK director and partner at Investing.co.uk. He provides commentary on the financial markets in the UK and supports the testing team with first-hand observations from over two decades of active trading.

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Whether you’re managing a growing portfolio or placing your first trade, fast, I know from my own experience that knowledgeable customer service can make or break your experience.

We reveal the brokers with the best customer service in the UK—based on response times, expertise, and real user satisfaction—so you can invest with confidence, not confusion.

How Investing.co.uk Chose The Trading Brokers With The Best Customer Service

Our team conducted in-depth testing of customer support across the top brokers available to UK traders. Using multiple contact methods, including live chat and email, we assessed how each broker performed.

We evaluated key factors such as response speed, availability during UK trading hours, and the depth of trading knowledge shown by support staff. Each broker was challenged with realistic questions from our experts, who assigned support ratings.

Based on these customer support scores, we’ve ranked the best brokers for UK traders who need fast, reliable, and knowledgeable assistance.

How To Pick A Broker With Good Customer Service

• Customer service availability and accessibility are key indicators of a broker’s reliability, especially for beginners who may need guidance at unpredictable times. Markets operate across global time zones, and issues like withdrawal delays, order rejections, or account verification problems don’t always happen during standard business hours. So brokers offering 24/5 (minimum) support can help you act quickly and avoid financial setbacks. Multi-channel support ensures you can reach help in the way that suits the situation: live chat for real-time trade concerns, email for documentation queries, or in-app messaging for on-the-go assistance. Fast response time benchmarks—such as under 2 minutes for live chat—are crucial during market volatility or platform disruptions, where even short delays can affect outcomes.
• Knowledgeable and professional customer service is essential when choosing a broker, as beginner investors often rely on support staff to clarify complex issues like order execution failures, margin calls, or tax reporting requirements. Well-trained representatives should not only understand the broker’s platform but also explain key concepts like order types (market versus limit) and regulatory requirements under FCA guidelines. Poorly trained staff can lead to misinformation, delayed problem resolution, or costly errors—especially during high-pressure situations like earnings releases or volatile market conditions. Effective customer service doesn’t just answer questions; it helps you make faster, more informed decisions with reduced risk.
• Access to support in your native or preferred language, i.e. English, helps ensure you clearly understand critical topics like funding procedures, platform navigation, or regulatory disclosures, reducing the risk of costly misunderstandings. For UK-based traders, having support that understands UK tax rules and FCA regulations is essential. Suppose a broker’s team can’t communicate these concepts clearly or accurately in your language. In that case, it can delay resolution and erode trust—particularly during time-sensitive events like corporate actions or trading halts.
• User reviews and ratings offer valuable, real-world insight into a broker’s customer service beyond what’s promised on their website. Platforms like Trustpilot, Reddit, and our broker reviews often reveal patterns—such as frequent complaints about withdrawal delays, slow response times, or account lockouts during peak trading hours—that may not be obvious upfront. High satisfaction scores, consistent praise for fast issue resolution, and strong customer retention indicators can signal a broker’s reliability and service quality. These reviews can highlight how well a broker supports newcomers with clear guidance, timely help, and accessible communication during real trading situations.
• Personal account management adds a layer of tailored support that can be invaluable, especially for high-net-worth individuals or those with complex portfolios. Dedicated account managers offer proactive guidance on trade strategies, tax implications, and platform features, helping to navigate technical details like margin requirements or regulatory compliance. For beginners, brokers like eToro, that I use myself, provide onboarding sessions or educational training can accelerate learning by explaining key concepts such as order types, risk management, and account funding procedures. This personalised support reduces errors and builds confidence, ensuring smoother investing from the start.
• A straightforward and efficient complaint resolution process is vital because issues like trade errors, withdrawal delays, or account suspensions can significantly impact your investments. Brokers that follow FCA complaint handling standards ensure disputes are managed transparently, fairly, and within set timeframes—often resolving complaints within eight weeks. Fast resolution reduces financial risk and stress, while transparent communication helps you understand the steps being taken. Knowing that a broker handles complaints professionally adds an essential layer of trust and protection in case problems arise.
• Regulatory and protection standards ensure your investments and funds are safeguarded under strict rules set by the FCA. Brokers regulated by the FCA must follow transparent practices and offer coverage through the Financial Services Compensation Scheme (FSCS), which protects eligible clients up to £85,000 if the broker fails. Clear, easy-to-understand terms and conditions help avoid misunderstandings about fees, order execution, or withdrawal processes, reducing the risk of disputes. Choosing a regulated broker with strong protections provides peace of mind and a safety net in unpredictable market conditions.

I’ve found that good customer service goes beyond fast responses—it means having support that understands my questions clearly, provides practical solutions, and is available when unexpected issues arise. While no service is perfect, brokers that offer consistent, knowledgeable help can make a big difference in how comfortable and confident I feel as an investor.

Christian Harris

Author

What Makes Great Customer Service?

Excellent customer service in investing means responsive, technically competent support that ensures a smooth, secure, and efficient trading experience.

It involves multi-channel access—such as live chat, phone, email, or in-app messaging—with low response times (ideally under 2 minutes for chat and 24 hours for email).

High-quality service teams can handle a wide range of queries, from order execution issues and account verification delays to platform errors, margin requirements, or tax documentation.

A technically strong support team understands how to escalate platform-side issues to developers, can explain the impact of corporate actions on your holdings, and is trained in areas like instrument liquidity and regulatory obligations under the FCA.

For beginners, excellent service also includes explicit educational content, automated but accurate chatbot support, and transparent help articles that explain fees, order types, and risk management tools.

Ultimately, excellent customer service minimises downtime, improves platform trust, and empowers you to make confident, well-informed decisions.

IC Markets’ multilingual customer service team is available 24/7

Key Indicators Of Poor Customer Service

In my extensive experience trading online, brokers who provide personalised account support and proactive guidance stand out the most.

Having someone who understands my individual needs and can walk me through complex processes—whether it’s onboarding or platform navigation—makes all the difference, especially when I’m managing a growing portfolio.

Christian Harris

Author

Bottom Line

Choosing a broker with excellent customer service is essential for a smooth and confident investing experience, especially in the fast-moving UK market.

Top brokers combine fast, knowledgeable support with multi-channel accessibility, ensuring help is available whenever it’s needed.

Clear communication, regulatory compliance, and transparent dispute resolution further protect investors and build trust.

Ultimately, brokers with the best customer service empower both beginners and experienced traders to make informed decisions without unnecessary delays or confusion.