Partially upheld: duplicate transaction handling and misinformation about clearing dates complaint against Tide Platform Limited

Decision detail

Summary

P complained to Tide about a duplicate transaction that appeared on their business account on 19 November 2025, one day after an authorized purchase of almost £120. The duplicate transaction caused the account to show a projected negative balance despite having no overdraft facility. When Mr D reported the issue, a Tide agent incorrectly stated the pending transaction would clear by 19 November 2025 and advised him to contact the merchant. The funds were eventually returned on 18 December 2025 after the merchant did not claim them within 30 days. The ombudsman determined the duplicate was a merchant-side error and Tide's handling was reasonable, but upheld the complaint partially due to the incorrect clearing date information, awarding £50 compensation.

The Ombudsman's reasoning

The ombudsman determined that the duplicate transaction error originated from the merchant or payment processor, not Tide, as evidenced by the merchant not claiming the pending transaction within 30 days. Tide's advice for Mr D to contact the merchant was reasonable and followed correct process. While Tide provided an incorrect date for when funds would be returned, this was a minor service error. The 30-day timeframe for fund return is standard and acceptable. The £50 compensation offered by Tide appropriately addresses the misinformation provided.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website