If you’re after advice posting on Consumer Action Group is really useful lots of qualified types over there. Obviously don’t put any identifying details as you don’t want any blowback. Once it’s been sorted & you have judgement from whoever you can name them etc because someone has decided what actually happened & you can’t get into trouble for telling the truth once there’s some kind of judgement saying that’s what happened.
Sounds pretty grim, sounds like you’re doing the right thing with the ombudsman
Good luck