(2nd Part):
If you are outside the areas covered by this new phone service, theoretically you should contact the trading standards office for the locality in which the trader is based. Without an address, however, this might prove to be rather difficult! Instead, you'll have to contact your local Trading Standards Department. (If you live outside of a metropolitan area, this will be run by the county council, not the local district council).
Alternatively, you can send your complaint to Consumer Direct online. (Unlike the phone service, you can do this wherever you live). The link is here:
http://www.consumerdirect.gov.uk/complaints.shtml
(Personally, however, I'd use the telephone service if possible. It'll probably be easier to explain the problem on the phone).
You can read about your rights when purchasing goods from a trader (both directly and online), here:
http://www.consumerdirect.gov.uk/your-rights/fs_c04.shtm l
You can also read about how these rights pertain to internet purchases, here:
http://www.consumerdirect.gov.uk/general/internet/fs_i01 .shtml
Don't give up, keep hassling! Good luck!
Chris