Upheld: Service failures generally complaint against JaJa Finance Ltd
Financial Ombudsman decision DRN-6400278 of 2026-07-07T00:00:00+00:00. Service failures generally complaint against JaJa Finance Ltd. Outcome: Upheld.
Decision detail
| Reference | DRN-6400278 |
|---|---|
| Decision date | 2026-07-07T00:00:00+00:00 |
| Firm | JaJa Finance Ltd |
| Product | Credit card |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | JaJa Finance Ltd to pay Mr W £400 total compensation. This includes compensation for service failures (missed callbacks and delays) and the interest Mr W incurred on the portion of balance he was able to transfer later. |
Summary
Mr W applied for a credit card with JaJa in January 2026 after pre-approval via a credit broker, claiming he was offered an £8,000 limit. JaJa's internal system issues delayed processing, causing the application to automatically cancel after 30 days. JaJa also failed to provide promised callbacks. Mr W subsequently re-applied in March 2026 and was approved for £3,000. The ombudsman found JaJa made errors in processing and service delivery, but rejected Mr W's claim for full interest compensation because JaJa's records showed the original application was for £3,000, not £8,000. The ombudsman upheld the complaint and ordered £400 compensation for service failures and interest incurred on the portion of balance later transferred.
The Ombudsman's reasoning
The ombudsman found JaJa made errors in delaying Mr W's application causing it to timeout and failing to provide promised service. However, the ombudsman rejected Mr W's claim for full interest compensation because JaJa's records showed the January 2026 application was for £3,000, not £8,000 as Mr W claimed. The ombudsman noted that even if the credit broker indicated pre-approval for £8,000, the final decision rested with JaJa, and no evidence supported JaJa offering £8,000. The ombudsman accepted Mr W incurred some interest on part of a balance he later transferred in March 2026 due to JaJa's errors, and this was factored into the £400 compensation award.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| JaJa Finance Ltd, all decisions | 124 | 24% |
| Service failures generally, all decisions | 34,229 | 32% |
| Credit card, all decisions | 26,117 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website