FAIS Ombud not ont the consumers side

Fais Ombud does not contact me regarding my complaint which has been in process for months now, Ref FAIS-25745-21/22 every time Marc Alves does not reply to my emails and I always have to contact him to get information I need to carry on with the case. It feels like he or Ombud is siding with the other party in question. Giving them multiple extensions for a few months, on the cases which I find totally unfair as Wesbank has allowed the vehcile to be sold to another 3rd party without us even being able to sort out the claim of the insurance. I have not been able to get hold of Marc by telephone either.