This is a little vague, but I might offer an opinion on experience I have had with the Ombudsman. The FSOB is supposed to be an independent statutory body but is paid by the Financial Institutions in the state. I, in hell fail to understand how a fair determination can be made against the firms that are keeping his office open. I have found that all the complainant's papers has to be in order. Yes, he does find against those that do wrong but if one is seeking massive damages you ain't going to get it. And if you don't like the determination a High Court case must be taken quite quickly. And if there are serious issues, the Ombudsman is duty bound to report to the Central Bank.
Any other specifics write them back and I will try and answer them