Ok so I gave them a ring ******* ******* (this is the mobile if anyone wants it). They explained that the systems held at Rackspace were down and for me to try later. I wrote back and explained I would be using a different one as I didn't want to wait and good luck with Rackspace. I didn't ask for or imply that I wanted my money back but received 4 separate emails telling me how I wasn't entitled to it and if I wanted my phone unlocked it would cost me a further £38. Now I am getting pure emails telling me about other products they want me to buy. I went to UnlockRiver and it was done for the price quoted within the time given, they didnt promise immediate response and it came back in about 10 hours but worked a treat and was a darn sight better service.
Their email also stipulates and points to their elaborate Terms and Conditions which have all sorts of cop out clauses.
Personally I wont be using them ever again and I would advise anyone to use the myriad of other good reputable companies out there