Ombudsman UK complaint

Can someone give me the details of ADR/Ombudsman escalation against Dell. I am constantly being put through to their outsourced India customer care team who consistently state they are unable to do anything or how I escalate complaint with someone who can actually do something. 

Product was delivered to cleaner and she took off with it. Dell confirmed via email refund will be issued and DHL are at fault. I am now being told 5 weeks later nothing can be done after daily chasing.