Oliver
Collected on:
Avoid at all costs – zero urgency, zero accountability
I’ve been trying to complete a simple staircase remortgage (65% → 100% ownership) with Optima Legal since May. From the start, communication has been appalling. My assigned solicitor ignored key documents I uploaded, causing unnecessary delays. I’ve had to chase constantly by phone and email, with promised “call backs within 2 days” never happening.
Formal complaints? Apparently, Optima doesn’t treat them as formal unless it suits them. I’ve had weeks go by without updates, despite repeated requests. Advisors have even told me they were too busy to take my complaint and hung up. My case has been riddled with mistakes, ignored emails, and broken promises, costing me time, stress, and potentially hundreds of pounds in extra interest and fees.
Three months later, I still have no completion date, no proper response to my complaints, and no accountability from anyone at Optima. This has been the worst customer service I’ve ever experienced — completely unprofessional and complete lack of process.
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