Disgruntled client

I writing this email with great sadness, i have escalated my matter with Clientele legal to the Ombuds team where my matter was Handled by Nadia G,which i must say that she sounds very rude over the emails, further to that she took a decision on my matter based on the findings that suits her and not on the documents i have provided her with as she has concluded my matter based on the alleged offense and not the actual charge. When went about to request email for escalation she ignored that and decided to take her own route and did the escalation on her side...nd then only when i requested again she then tells me that she had already done the escalation, i will then wait for the committee with feedback of the escalation.