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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.
Absolutely dreadful firm. Avoid like the plague!! They've had our case for one whole month now and we've had absolutely nothing from them. We did everything they asked of us in 24 hours... several phone calls a week and we just keep being told that they'll send us the relevant forms to complete. Nothing. Fearing that I'll lose my onward purchase because of their incompetence and lack of service. No idea who these other reviews are referring to because it's certainly not the Optima we're dealing with. Tempted to make the journey to Leeds to go knock on their office doors! Fuming.
Absolutely Shocking!! The worst customer service I have ever faced! Actually can't even call it customer service because there is none! I have spend literally hours on the phone chasing them up to the point where the automated machine now can't even find my case number. I am supposed to complete today and this deadline won't be met purely because of the incompetence of this big firm. DO NOT USE THEM!! I was given them from the new bank we are remortgaging with so didn't have much choice there. I called up on the 11th of Oct (20+ days ago) to find out what is missing. They said it was a document from HTB. they waited and waited, no one from their team bothered to chase this up with HTB. I finally called myself to find out what is happening and HTB told me they cannot process the document without a completion date. They have ignored every single time I have requested the completion date, I have told them so many times when to complete and to fill it out on the system. Even right now, their system still doesn't have the date on there! Just now, they finally picked up the phone after 50 minutes waiting, I explained what has been happening and if they can get things moving to complete today and they have hang up the phone in my face. Can't believe a company like this is allowed to trade, where are the regulators??
Optima legal helped me to move my mortgage to Barclays and I have been extremely pleased with the process. Their portal and tracking functionality, timely updates and engaging communication made the whole process very clear, easy to follow and complete on time.
"Absolutely would not recommend Optima Legal - nightmare experience!"
I cannot emphasize enough - avoid Optima Legal if you’re considering them for remortgage assistance. My experience with them has been a nightmare. Here’s why:
First, despite providing them with the correct details of my existing mortgage vendor, Optima Legal repeatedly sent the redemption letter to the wrong vendor for 10 days. I had to be the one to catch their mistake after multiple calls. Imagine that: the customer doing their job for them.
Second, their customer service is terrible. Reaching them is like navigating a maze. The IVR system is inconsistent - sometimes it recognizes my reference or phone number, and other times it doesn’t. It’s baffling how their system can be so unreliable.
Finally, if you do manage to get through, prepare to wait at least 30 minutes despite being told the “waiting time is 0 minutes.” In an age where customer experience is crucial, it’s astonishing how little they prioritize it.
In short, with poor customer service and multiple errors, I absolutely do not recommend Optima Legal.
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