Critical review of website

I need a critical review of this site: www.ombudsman-services.org
to form the basis of a brief for a site re-design.

I am particularly keen to identify where the site fails to be customer friendly (the company provides dispute resolution for consumers who have a complaint with a company - ie electricity, phone, broadband etc and the complaint has not been resolved satisfactorily with the company itself).

It's a busy and cluttered site and currently probably difficult for consumers to navigate or complete the online complaint form.

I'm not looking for war and peace, just some early thoughts that will help inform the re-design brief.

thanks