Not upheld: Service failures generally complaint against TIDE PLATFORM LTD

Decision detail

Summary

P, a company represented by its director Mr S, complained that Tide's error resulted in inability to access its business account through the mobile app for several weeks, causing significant business losses and fines. The investigator found the account was unavailable only from 1-9 September 2025 and that Mr S had not demonstrated any link between Tide's actions and actual financial losses. The ombudsman upheld the investigator's assessment, finding that while Tide's handling was poor, the account statements showed minimal typical activity making substantial losses unlikely, and no causal link to Tide's conduct was established. Tide's £200 offer was deemed fair and reasonable compensation.

The Ombudsman's reasoning

The ombudsman accepted that Tide's handling of the account restriction was poor and caused delays in restoring app access between 1 and 9 September 2025. However, the ombudsman found that Mr S failed to demonstrate any causal link between Tide's actions and the financial losses claimed. The account statements showed typical transaction volumes of only £123 in August 2025, making it unlikely that a 9-day restriction would have caused significant business losses. Without evidence of actual financial loss caused by Tide's actions, the ombudsman considered Tide's £200 offer appropriate compensation for the inconvenience and service failure.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website