Optima Legal Avis 

Very quick process and portal was easy to navigate.

All services was perfect

Great service and portal. Thank you!

no comments

Superb service from start to finish - quick and efficient and everything explained perfectly from the outset

Simple, easy to follow. Can easily see at what stage of the process you are at.

Really smooth process and the portal is excellent. Can't quite believe how slick the whole mortgage process was though this!

Fantastic service though out .

Thank you all

Absolutely terrible communication and the portal is not easy to use in the slightest, seriously doubted their competence throughout the whole process, will never choose to use them again.

Hello we are very satisfied... very easy and fast….Thank you .

I will be leaving a 1 star review for each day this has not been resolved. So far we are on day 96. DO NOT USE THIS COMPANY. DO NOT BELIEVE ANYTHING THEY SAY.

If you would like to see an example of the sort of vague responses they still send on month 3 of a simple remortgage see below. Bear in mind that response took them a week and answered 0 of my questions:

"Thank you for your messages, and I apologise for the delay in responding to you. I understand how frustrating this situation must be, especially given the additional costs you are facing each month, and I am truly sorry for the stress this has caused.

I can confirm that we have received an email from X Solicitors requesting the title deeds and providing the X Form. This is to be reviewed and responded to accordingly. I have passed this to our Complex team to try and expedite matters.

I appreciate your patience during this time, and please be assured that we are doing everything we can to move your case forward. If you have any further questions or concerns, please do not hesitate to get in touch."

Remortgage stalled and no response to my complaint

Review:

I am currently remortgaging through Optima Legal and the experience has been extremely frustrating.

In June I was asked to complete ID checks, which I did, and they were approved the same day. For reasons nobody has explained, those checks were later removed from my file and I was asked to complete them again. When I logged into the portal, it told me I had already done them, which I knew I had.

It has now been nearly three weeks waiting for my identity to be approved. I have called and sent messages through their system, but nobody has come back to me. I raised a formal complaint and was told I would get a response within 48 hours. That deadline has passed and I am still waiting for the call.

A remortgage is time sensitive and this delay is causing real stress. All I am asking for is someone to pick up my file, explain what happened to the original ID approval, and get things moving again. At the moment the communication is simply not there.

I will update this review if the issue is resolved.

I am currently homeless due to an amicable separation from my partner. Her bank advised to use Optima for her to buy me out via a propety transfer. They were told this from the start. We have both called nearly everyday and asked for it to be expedited via priority hardship. This has now been going on for 2.5 months. I am absolutely desperate and dont think i will be able to survive another week

they wear verry helpfull

They were good especially at the start and would recommend. My two comments are they could have acted faster between the mortgage offer which was late through no fault of their own and completion which took a couple of weeks. I also found their app a bit complicated. In saying that it was not a bad service in anyway.

Our remortgage eventually completed, but dealing with Optima was an extremely frustrating experience.

To be fair, ours was a more complex transaction involving three titles and Land Registry delays. We understood this would take additional time, and that is not the reason for this review.

The issue was the subsequent case management and communication. For around seven weeks we repeatedly tried to establish what was preventing progress, despite responding promptly to every request. We were asked for information Optima already held, incorrectly told documents remained outstanding, received contradictory information and experienced unanswered messages and promised callbacks that didn't happen.

Eventually, after involving our broker and lender, Optima identified the document actually required. The issue was resolved the following day and we completed the day after that.

We formally complained. Optima ultimately acknowledged that its service had fallen below standard, assessed the impact on us as “significant” under the Legal Ombudsman framework, and paid £250 compensation. Unfortunately, even their final complaint response reduced what we considered wider case-management failures largely to a communication issue.

I would encourage anyone considering Optima to look beyond headline customer-satisfaction figures and read customer experiences across multiple independent review platforms. Many of the issues described by others were remarkably familiar to us.

Based on our experience, we would not choose to use Optima again.

Following Optima's response below stating that they could not identify our file, I provided my full contact details and Optima case reference through Trustpilot's verification process.

Better than most I've dealt with during mortgage/re-mortgage. They managed to get things turned around within 2 weeks which minimised the negative impact of being on an SVR after a broker screwed up a different application costing me 6 weeks.

Where do I begin, I have been told multiple different things by multiple Optima employees, my file has been in review but each time they provide an update the only thing that changes is the timescale, I was told 1 week from when they received the documents from me, they received it on 17th August, and since then i've been told a week, then 3 days till it moves to completion team, then 4 days for yet another 'review' and just today I've now been told another 10 working days and still nothing beyond 'under review'

One minutes its nearing the point of moving to the completions team within days, the next its seemingly gone backwards and now requires 10 days for the documents to be reviewed by the complex team, what have you been doing all this time then? By the time this 10 days is done they'll end up needing to request s redemption statement for the 3rd time simply as they are not doing what needs to be done within their own timescales, that will add another 5-10 days to get that and suddenly we now 2 months since I sent the original documents, i had sent these off the day after they were sent to me and yet im being given different information by different people.

Their so called messaging portal is crap as they do not get back to you within any reasonable timeframe, at one point i was replied to 2 weeks later and that was only as I had called in to chase it

My mortgage offer expires in January 2027 which seems a fair way away but given how long even the simplest of tasks seems to take, i wouldnt bank on this process being done by then. There is no sense of proactiveness to provide customers with an update, you constantly have to chase and its only when you show signs of natural frustration that they seem to speed up a bit

So far I am not impressed in the slightest, lack of clarity, disingenuous information and contradicting information depending on who you happen to speak to, I am going through a broker and they can even atest probably to the contradicting timescales.

My third review.

Three months and I'm still awaiting in a simple remortgage. It's always "in a week" but this never materializes. They take weeks to pick up new documents - everything is in order and done but Optima can't even be bothered to open the file.

I received one call from Charlotte - who was polite but unfortunately nothing has progressed in the file since then. Bear in mind that I was told my case had been flagged as priority...well that hasnt made any difference.

I will keep writing reviews until this is resolved.