Here's the link for Ombudsman-you can do this online,super easy & DEFINITELY works.I know because I've had to make one complaint to them re Paypal & it was *cough choke splutter* rapidly resolved in my favour once Paypal had a big stick waved at them lol

http://fos.org.au/centric/home_page/resolving_disputes/how_to_lodge_a_dispute.jsp