Optima Legal
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99% of activity online only
99% of activity and process done on line. Presumably the Online account approach is used to reduce any delays in process. However, the lack of telephone contact or visible telephone contact had the opposite effect in my view. Only phone call to me was to agree completion. Simple issues, such as query on a/c number with current mortgage provider, could have been dealt with more efficiently with a short phone call rather than email prompts for customer to log in and respond. This particular problem added 7 working days to completion. A frustrating process not geared to meeting customer needs or expectations.