Having been on both sides of the fence here, this is highly contrary to my experience. Large institutions are more than happy, in many cases, to bully anybody w

Having been on both sides of the fence here, this is highly contrary to my experience. Large institutions are more than happy, in many cases, to bully anybody when it benefits them. But as soon as possible legal/media issues emerge they're going to suddenly be your best friend looking to make things right as quickly and cleanly as possible. The ombudsman is definitely not a bad idea, but in most cases the mere hint of legal involvement would get this resolved without any legal involvement - just going on for a consultation doesn't mean one has to go to the next step, and in all probability you won't have to.