No service from ombudsman info

I have lodged a complaint against a retail store with the ombudsman. It's 3 months and the person dealing with my claim has not provided me with a valid response. Each time he only replies to say the untrue side of the retail company. It's very Strange that this cannot be resolved fairly. Why is ombudsman not attempting to give the retail company an ultimatum instead of dragging this . Surely the job is to find a solution