It took Intouch 4 months to give me a final response to my complaint (from September 2024) as apparently the only person looking at this was repeatedly off sick and nobody else should pick this up in her absence. During this time I filed all of my own tax returns - super easy, I recommend just doing it yourself. When I explained that they had not included the HMRC fees refund they promised twice in the past, they said they're sure they've requested them previously, but they would just include them within the lousy £300 they already offered to compensate me! Hilarious. ICAEW here we come!