The adjudicator dismissed my complaint initially about excessive charges so I took advice from this excellent site and asked it to be sent to the Ombudsmanicon who asked a few more questions and then basically agreed with the adjudicator. I got the distinct impression that a - they are swamped with complaints and b-they don't really know what they are doing because of this.

Its only advice based on my issues but I wouldn't bother waiting the 18 months or so for the decision.