Your autonew macro populates your userform's combobox with the reference to 'Complaints Adjudicator'. Nothing else that I can see changes what the combobox is populated with, so I can't see where the second code snippet in your first post comes into play - it's not even in the document code. You have four options for ComboBox3:
"Financial Ombudsman Service",
"Financial Services Ombudsman's Bureau",
"Pensions Ombudsman"
'Else'
Since there's nothing in the Combobox3 code for your Complaints Support team,
the 'Else' kicks in and you get 'Complaints Adjudicator'.

__________________
Cheers,
Paul Edstein
[Fmr MS MVP - Word]