Why have an ombudsman?

I have tried repeatedly to get through on both the sharecall and landline on the website. After numerous attempts when the answer system says\ all our lines are busy please hold your call is important to us\" it reverts to a message giving the office hours and then cuts off. When I finally got through to an operator and stated my query her immediate reply was please hold while I transfer you. I was then put back into the system and promptly cut off.<br> Also why restrict the e-mail surely this is a consumer service - We are not all computer experts and are thus excluded from contacting the ombudsman<br> Is the ombudsman for the consumer or the banks?"