Thanks CM. It's impossible to work out from website how to make contact with their bloody shop. I've tried ringing but none of the options really fits and got myself into one of those awful cul de sacs when none of the options was right and couldn't get out of the menu. Aaargh.
So ended up just sending a message via their normal complaints method, which usually gets a response in a couple of days but website says they're having intermittent problem with email so I'm losing the will to live on this.
I might trying ringing again tomorrow and just opting for some residual option in the hope they can route me to the right section.