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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.
Optima legal is a mixed bag. Scores highly for getting the job underway but pray that your case doesn't have to be looked at by a senior team member because will take 2 weeks. The other irritating aspect is that I had to email three times before receiving answers on two separate occasions.
Remortgaging should be straight forward but always throws up challenges! Tracey (Ellis) was wonderful from Optima. Not only did she fix things to remortgage in time, she was kind and patient to one rattled customer! Thank you Tracey 😃
Lack of communication. Lack of speed. Poor service. Do not reply to messages. Have to use a horrid portal that only financial advisors should use. It's not user friendly.
They have missed my completion date for a re mortage. I'm having to pay over double going on the SVR because they haven't done any work on my case in over a week. The agents tell you one thing then another over the phone. You don't get to speak to a case officer. I had to phone every day for updates. They didn't even tell me I wasn't going to complete. I'm filing a complaint.never use them.
I have emailed and called repeatedly having been instructed by the lender to deal with this joke of a 'conveyancer' for my remortgage application.
They're clearly a faceless organisation that's incapable of answering any questions that do not conform to their usual process.
They've asked me to sign my mortgage deed online and one of the criteria the Gov.uk site requires is a borrower reference. This reference MUST be 8 characters long and it MUST contain numbers AND letters. Without it, you cannot proceed.
No where on their portal can I find this reference number and despite emailing and calling repeatedly to request this, I just get "due to the high volume of calls, can I take your number and request a call back from one of my colleagues tomorrow by 12pm?".
Shock horror, the next day by 12pm, no one gives you a call back. And the cycle repeats day-by-day.
I've contacted the lender to complain and to request an administrator from the lender gets involved to speed things up.
In hindsight, it's hilarious that the mortgage product was advertised with "free legal costs" as in hindsight, I certainly wouldn't be paying their fees based on their service levels.
If you can avoid, do. If you're forced to use this company, I'd recommend instructing your own solicitor too to deal with this outfit, or to complain with your lender.
Dealing with these convenyancers for a simple remortgage has been more stressful than actually buying my home 2 years ago.
It's funny, because "optima" means the best outcome/result... the only outcome I can see is that I'll be switched by my current lender on to a horrific rate, like so many others below.
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