I am calling for justice, not just for HMRC, but for a system that requires no accountability. HMRC and other gov support are working from narrow guidelines without thought or often, much intelligence, and make cuts that they never have to take responsibility for. I know people well who have suffered from these cuts, living in poverty with great stress. Complaints take months, even years, and tribunals find against the complainant without having all the papers even. You can complain only about handling, not the outcome, and senior staff and even independent officers won't find fault. I have found this issue with ombudsman - even the highest point, their independent assessor/adjudicator - in all areas, not just HMRC. I have even seen evidence for corruption in the legal system, conveniently closing and losing cases that challenge them.
We need a system where complaints are heard, not that we're put off for the stress and poor outcome.
We need to work together for a fair, accountable system which has right of redress, which has people using their heads and hearts, not following flow chart rules under the pressure of targets for political and fiscal gain. We need to support those who need it, not rule that (this is a quote) "insufficient suffering" has occurred to warrant investigation and compensation, not to say that "need is not entitlement" (another true quote).
I look to CAG to take steps to make this money and outcomes obsessed system into one that works for the people, not against us, that isn't about the agenda of those who rule.