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Review summary
Optima Legal receives consistently positive reviews. Customers particularly appreciate service and professional, though some mention concerns about communication and customer service.
If I could give zero stars I would. I've not even used this company yet and I've already wasted hours trying to register on their portal. They only appear to have one phone number. You spend ages going through security questions to get through to an agent who then pops you back into the queue and have to go through the whole process again. Then you get a recorded message saying wait times are zero minutes. This is the 7th time I've tried to get through and I've currently been on hold for 45 minutes. Avoid !
It is incredible how quick the whole process took without pestering me too much questions or work to do.
I am keeping your number to share with others.
Thanks a lot for the good work.
You are a reactive and not pro active company. There was no dedicated person for my case, It took far too long to get completed so i have had to pay the expensive monthly floating interest rate for over 2 months at 9% !!
Fantastic legal team and really good at communicating throughout the whole mortgage process. Thank you! I would highly recommend and virgin mortgages have also been excellent and speedy.
2nd time using this company for remortgage.
Both times has been problematic.
They don't respond to information uploaded on their portal (no one ever seems to check until you call them, and even then it takes them ages to act).
If you have dates and deadlines to keep to do not use Optima
Quick, efficient, clear communication and pricing. Doesn't add on unnecessary work or charges. Unlike some conveyancers Optima legal seem like they actually look at and assess your individual case and tailor make their support for your personal circumstances thereby avoiding unnecessary delays and costly add ons.
Only thing to improve is accessing their portal for the first time is a bit clunky and not so well integrated. That and having to send an physical copy of one document (although I suspect this is a legal requirement).
Awful customer service, definitely would not recommend to family or friends. Unable to speak to someone on the phone, staff were rude and kept reiterating in a condescending manner to use portal. Responded to our letters 2 weeks late to inform an error which in result missed our original completion date. Some of the staff didn’t even understand basic information regarding our remortgage queries. Told us there was a shortfall when we knew that was not possible considering we made extra payments and altered our mortgage amount. Then was told we have a surplus on the account which is what we were saying all along. Felt like nobody was listening or understanding, very poor customer service and at many points we questioned why we went with this in the first place because when we first took our mortgage out through Habito we did not have a single worry nor stress over our mortgage. Will not be using you in future and will also leave this same review on trust pilot
They explained all aspects leading to the remortgage. They also send reminders when actions on the Optimal legal action account needed to be completed so it ensured everthing was being completed at a timely manner.
Not good so far, missing information from the guides. Rang for some help, Sat on hold for 42 mins so far despite the recorded message saying the waiting time is currently zero minutes…….
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