Indeed, and I think you were alluding to a point that I covered a moment ago about how important it is for the Office of the Ombudsman to remain impartial.
So you have to look at those matters, and if your own investigation suggests there is nothing there, there is no case, so to speak, you have to be able to tell the complainant exactly that: We think that the policy was fair and that it was fairly applied to you, and for that reason we will not intervene on your behalf.