Unfair decline by Ombudsman to assist

I wrote to the Ombudsman with regards to a third party claim for an accident that was caused by Budget insurance client. The Ombudsman advised that they cannot assist without a valid reason. I was under the impression that the Ombudsman was to assist a person with regards to the claim that was unfairly dealth with by the insurance company and that they where there for a person for assistance. I wrote to them with regards to our unfair decision by Budget and to date they have not contacted us. The Ombudsman was supposed to assist clients who need their help. If they read this message they should reply urgently.