Optima Legal Services Limited

Santander chose this company to complete the legal work for my mortgage. My offer was received on the 17th May.

I've continually chased Optima Legal for an update but after waiting each time on hold for over 90 minutes (even though their automated queue system says that the wait time is 0 minutes) they eventually just say they're still processing it.

I've now moved onto a variable rate which is £300 more a month than my agreed (May) rate! Santander have advised that they have received feedback about this firm but they can be generally quite slow...nothing they can do etc.

So after 16 weeks...I'm still waiting for the conveyancing to happen so they can pull the mortgage from my current supplier.

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.

Please avoid this company, dreadfully to deal with.

Avoid Optima Legal – appalling service from start to finish.
What should have been a straightforward remortgage has dragged on for over 16 weeks, with no clear justification for the delays. The lack of communication has been absolutely unacceptable. I was repeatedly instructed to use their online portal to leave messages, but these were rarely acknowledged, let alone responded to in any meaningful way.
There has been zero initiative from their side to keep me informed or move the process along. I had to constantly chase for updates, only to be met with silence or vague responses. For a legal firm handling sensitive financial matters, this level of disorganisation and disregard for clients is shocking.
Optima Legal has caused unnecessary stress and wasted time—I would strongly advise others to steer clear

Took 11 months to complete our remortgage. Ended up going onto variable due to their incompetence. Using wrong forms. Using other customers private information! Ended up costing us thousands

Slow and don't respond when things put on their portal

Abysmal! - with a capital 'A'
Atrocious! - 'A' again.
Utterly Appalling Incompetence!!

We have wasted so much time messaging Optima Legal to try and resolve issues with our remortgage that we have no time to detail here.

The above sums them up anyway!

It really is a shame that such a company could be So Abhorrent and yet they don't do something about it. :-(

We didn't choose them, unfortunately our broker did!
Loan.co.uk (Who are much better we must say) aught to steer clear of Optima Legal!!

Absolutely awful service.

The portal they use doesn’t work, there is no communication from them at any point in the process.

Having had Options ma complete our mortgage on the wrong date we are left out of pocket almost £3000. Having opening a complaint we have heard nothing, have been hung up on 7 times when told we would be transferred to a manager, have been put on hold and then diverted back to the queue and sat on hold totalling over 7 hours in 10 days.