Definitely get in touch with the dept. of fair trading - they may be able to help you.

Now having said that, even though I think you are in the right for this, be prepared for the fact that it is still unlikely to be resolved. Unfortunately, in instances like this, you are often left just to live with it, because the costs associated with pursuing any legal avenue often outways what you get out of it. Further to this is the time factor involved. Even if you do manage to get this resolved satisfactorily, then it is likely to take alot longer then four weeks to do so, given their current attitude.

Basically you need to weigh up how much and how far you are willing to pursue this.
I am not trying to discourage you, and wish you all the luck sorting this out.

Is there anyway you can fix the scratches?