Ombudsmen Complaint - Accept or decline?

Un utilisateur a eu un problème avec un crédit pour un téléphone mobile et a dû faire face à un défault de paiement, il se demande si l'offre de l'entreprise est sincère ou non.

I've escalated a complaint on behalf of my wife to the Communications Ombudsman. A brief summary: - Mobile phone purchased under a 24 month contract. Wife decided within 14 day cooling off period it wasn't suitable and returned it. - A few weeks later a pending payment to this company appears. She contacts them on web chat and they tell her this is a mistake and she doesn't owe anything. She cancels the pending payment. - Several weeks later she receives a debt collection letter from a third party with no prior warning. - The company say this outstanding payment was for the duration of her contact and they tried to contact her by texting the phone number associated with the account. This phone number was obviously returned with the device so not accessible to her. - This credit default happened at a heightened time of anxiety as we were moving house and it caused her a lot of stress that we'd fail a credit check. The company later removed the default after lots of back and forth over several weeks and offered £50 as a goodwill gesture. My question is, they have since increased this to £100 as part of the Ombudsman early reconciliation. Have they increased their offer because they think the Ombudsman will award more or are they genuinely accepting of their mistake? The reviews for the Communications Ombudsman is littered with people claiming they are biased towards companies.