Optima Legal
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Avoid - Find a conveyancer who can assign one person to manage your case
The case management is set up to fail. Optima staff made several mistakes on my simple re-mortgage case, made worse by poor communication with no accountability. Most of my struggles involved a £3K early repayment fee; I had to continually remind different staff that I was not subject to this fee. Twice, the £3K fee was added AFTER agreeing to the correct completion documents, without any explanation to me. The shared case management meant that many different Optima staff could make erroneous changes to the file anonymously and without consulting me. The error was eventually resolved and the re-mortgage took just over 8 weeks from start to finish. Where credit is due: -The user dashboard is slick and intuitive. -There was a good availability of staff on the help-line, meaning very little queuing during phone-calls. Most of the staff were helpful on the phone and tried to fix the mistakes others had anonymously made. Lesson: Find a conveyancer who can assign one person to manage your case from start to finish, ensuring continuity and accountability.