The service we received from mortgage advisor Emma Thompson at Reeds Rains in Consett was appalling. She lied and duped us. She was looking for a mortgage for us where we were informed there was a fee of £499, it was her duty and responsibility to inform us that this fee was non refundable should the mortgage not go through, she did not inform us of this. She asked us to sign a sheet of paper giving her permission to take the fee from from my debit card and then we found out later there was a separate sheet which she was supposed to give us to read which stated the fee was non refundable which was the real reason why we were asked to sign that sheet, we never saw that sheet and now we are having to go to the financial ombudsmen to get our money returned. She also didn't provide us with a Key Facts Illustration Sheet where it detailed the fee was non refundable until AFTER we paid our fee. We wouldn't have paid the fee had we known it was non refundable until the mortgage was completed. The mortgage didn't go through as she gave the provider information they did not need resulting in the mortgage being refused yet we got our mortgage from the same provider within hours for more than we were requesting because the new mortgage advisor we went to was competent and gave the provider the correct information. Her customer service throughout was lack lustre and her communication with us from the outset was poor. I highly recommend you do not use Emma Thompson at Reeds Rains for your mortgage arrangements, we feel duped and she is telling the Financial Ombudsmen lies about what she informed us of and what documents she gave us to read.