Britannia Ancestry in Bromley

My Mum had wanted a family tree done for years and so decided to research the internet for someone to do this for her. She wasn't getting any younger at 78 years old so wanted it done sooner rather than later. We decided to use http://www.britannia-ancestry.co.uk, it wasn't the cheapest in fact it was the most expensive at £800 for their platinum package but thought that we would be getting a professional service and would be worth the money for the end product.
We were requested to send £400 upfront which we did with as much info we had available. With hindsight feeling very foolish now for doing this. Well two years later we have now given up on ever getting this family tree from this person. We have received one report from him that he did on my great uncle who died on a ship in the war but that is all we have received.
We have been nothing but very, very patient each time i emailed him for an update on how he was progressing he would say that he was making progress, then hitting problems, then inundated with work, then saying that this was by far one of the hardest trees he has had to trace (really? considering on his website he can trace back family trees with very little information and even people overseas, we don't have ancestors from abroad as far as we are aware).
So as time went on with more excuses, delay tactics and promises that it would be completed within a certain timescale how much longer should we continue to be blagged? Enough was enough, he was not answering his phone or my emails. I left him a voice mail telling him that i would be sending him an email with my bank details for reimbursement of services we have paid for and not received. No response via email or phone, no surprise there. I feel so bad for my Mum, £400 is a lot of money for her to lose and feel stupid and gullible to have sent so much money upfront and to have let it continue for so long in a hope that we would eventually receive the Family Tree that my Mum had really wanted. We kept saying that we appreciated the work he was putting into it and that we would persevere waiting for him to complete it. Feel angry that were duped and fleeced of our money.