Dont worry mate, it may take time but they will sort it. I have literally just got off the phone with them about a matter that start way back in June, but finally we have all the issues resolved and my car is getting the treatment it deserves! RUK are the most powerful tool in your arsenal at this time, and if you take the time to explain the issue, and show you know a little about what your talking about, it all helps. Maybe offer to take a video and send RUK a youtube link to it so they can see the issue to? It all helps mate.