Jaja: most-reported complaints
Automated analysis of 313 public Trustpilot reviews published 2026-02-24 to 2026-09-24. TrustScore 4.5 from 16,047 total reviews — see the Trustpilot page. Quick answer: is Jaja legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, which accounted for 42% of the 189 complaints identified in the last year. Support issues were also frequent, with 29% of complaints citing unreachable support and 27% describing support as unhelpful. Overcharging was reported less frequently, making up 9% of the complaints. While support unhelpfulness and overcharging showed a rising trend, account problems and unreachable support remained flat.
How to reach Jaja
These are the contact details Jaja publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address PO Box 10782, Wigston, LE18 9HS, GB.
The company claimed its Trustpilot profile on 2020-09-22, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 12 of 27 in Money & Insurance. We last checked this profile on 2026-09-27 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: JAJA LTD (no. 16656874), active, incorporated 2025 (1.1 years) — confirmation statement currently overdue; next accounts due 2027-05-18. 1 current officer; 0 filings in the last 12 months (1 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.6★ on Google (0 reviews)
TrustScore over time
4.5 → 4.5 across 7 census measurements since 2026-09-06. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-06 (99%, 4.8d) · 2026-09-12 (99%, 4.8d) · 2026-09-15 (98%, 4.8d) · 2026-09-18 (98%, 4.8d) · 2026-09-21 (99%, 4.8d) · 2026-09-24 (99%, 4.8d) · 2026-09-27 (99%, 4.7d).
Severity: 30% of this company’s 189 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2026, 67% of 45 one-to-three-star reviews were 1★; in August 2026, 75% of 20.
Counted from January 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 5.3 days between the experience and publishing their negative review (574 reviews record both dates).
Measured reply time: across 600 negative reviews that received a public reply, the median wait was 2.3 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 600 company replies to negative reviews analysed, 36% engaged with the specific problem and 63% were generic templates.
9% of its 105 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 42% of this company’s complaints vs a 11% median across 67 ranked companies in its sector.
Review velocity: 2,907 of this company’s 16,047 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about Jaja?
Account/app problems
79 reports · 42% of complaintssteady“I’m still waiting on my card being unfrozen by Jaja”
The company replied on 2026-08-25: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Customer service kept telling me I could Log on to complete my application, which it does not let you do”
The company replied on 2026-04-02: “Hi there, thank you for taking the time to leave us a review, we are sorry to hear about this. We did try reaching out, but unfortunately, we were unsuccessful. If you wish to discuss this further,…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“my account was placed on a block”
The company replied on 2026-08-26: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
55 reports · 29% of complaintssteady“I’m still waiting on my card being unfrozen by Jaja”
The company replied on 2026-08-25: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“My car was blocked since February 2026”
The company replied on 2026-08-04: “Hi Olumuyiwa, Thank you for taking the time to share your feedback. We are sorry to hear about your experience and appreciate you bringing your concerns to our attention. We have now reached out to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“After nearly 2 MONTHS of no contact and every contact I have made resulting in being informed this may take 2 weeks.”
The company replied on 2026-07-09: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
51 reports · 27% of complaintsrising since 2026-08“refusing to remove a late marker on an account that is now settled and closed in full”
The company replied on 2026-04-30: “Hi Ahmed, Thank you for taking the time to share your feedback. We are very sorry to hear about your experience. We have now reached out to you through the in-app Message Centre to address your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Customer service kept telling me I could Log on to complete my application, which it does not let you do”
The company replied on 2026-04-02: “Hi there, thank you for taking the time to leave us a review, we are sorry to hear about this. We did try reaching out, but unfortunately, we were unsuccessful. If you wish to discuss this further,…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“my account was placed on a block”
The company replied on 2026-08-26: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
17 reports · 9% of complaintsrising since 2026-08“Criminal interest rates.”
The company replied on 2026-08-20: “Hi Robert, Thank you for your review. We’re sorry to hear that your experience hasn’t met your expectations. We appreciate you taking the time to share your feedback regarding our interest rates, and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Now just received an email with an increase of +14% upto 40.? Interest.”
The company replied on 2026-07-09: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“my request was not accommodated. Instead, my credit limit was reduced”
The company replied on 2026-04-30: “Hi Shamimur, Thank you for taking the time to share your review. We are very sorry to hear about your recent experience and understand why this has been disappointing for you. We have now contacted…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
17 reports · 9% of complaintssteady“it was apparently cancelled, and I was not notified. As a result, Jaja charged me a £12 late payment fee”
The company replied on 2026-06-08: “Hi Shafeeqpullat, Thank you for taking the time to leave us a review, we are sorry to hear about this. We did try reaching out, but unfortunately, we were unsuccessful. If you wish to discuss this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“marked my account as late affecting my credit score”
The company replied on 2026-04-30: “Hi Genevieve, Thank you for taking the time to share your feedback. We are very sorry to hear about your experience. We have now reached out to you through the in-app Message Centre to address your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they have simply refused to respond; confirming they cannot communicate”
The company replied on 2026-03-26: “Hi DA, Thank you for taking the time to share your review. We’re very sorry to hear about the frustration caused by your recent experience with us. We’ve now reached out to you via the in-app…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Contract term changes
11 reports · 6% of complaintsfalling“Now just received an email with an increase of +14% upto 40.? Interest.”
The company replied on 2026-07-09: “Thank you for taking the time to leave us a review. We're sorry to hear about your experience. We’ve reached out to you via your in-app message centre, which you can find by going to More > Help, to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“they then increased my APR to 40.99%”
The company replied on 2026-08-21: “Hi Robert, Thank you for taking the time to leave us a review, we are sorry to hear about this. We did try reaching out, but unfortunately, we were unsuccessful. If you wish to discuss this further,…”
Our classifier read this reply as a template response.
“I never and still haven’t received this email despite JaJa saying I had and rejecting my complaint.”
The company replied on 2026-06-22: “Hi Catherine, Thank you for taking the time to leave us a review, we are sorry to hear about this. We did try reaching out, but unfortunately, we were unsuccessful. If you wish to discuss this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.