I think the new ombudsman is definitely less pro-consumer. My mother had a good claim in and was refused.
My mother's card was stolen and her PIN had been observed whilst shopping (shoulder-surfing is the term though the thief was a good ten feet away) however, given the location of the terminal, inputting the PIN whilst blocking the pad from everyone would be nigh-on impossible, she did block it from people behind her in the queue but obviously not from people on the other side. The Banks own guidelines for protecting your PIN state to take reasonable precautions, which she did, but the Ombudsman still found in their favour.