Your right Nige, in my old age I couldnt see the o/p's pic, it is a matrix like you said not a 'line', the o/p even said that.
Ah well, sorry o/p looks like your not getting very far with this one.
I did a bit of googling about Arcam, and as the OP said, they seem a really crappy company, not at all helpful - unfortunately all too common these days.
Over a great many years I've been involved at various times with the Acoustic Manufacturing Co. who made Quad equipment. Historically they were absolutely brilliant at service, and couldn't be more helpful - me and a friend rang asking about a service manual for a Quad valve preamp, and they sent my friend one, and asked for him to pay for it once he'd received it.
An old customer had a Quad 33/303 and electrostatic speakers, and over the years had been in contact for spares and advice many times, and had got all the letters he'd had back in reply, many from the managing director. Last time I saw the guy (presumably he's died now?) he wanted me to fit some new parts in his speakers, he'd been in contact, and they had sent him the parts - but he wasn't confident fitting them.
Numerous times over the years we contacted Quad for spares, and they were always great - so we were happy to accept Quad gear for repair.
Then one day we got it touch, they had been taken over by a much larger company, and basically they were like Arcam, wouldn't supply spares or advice (even to the trade) and the only recourse was to return to them via their dealer network for an exorbitant fee.
Thinking on?, perhaps Arcam were taken over by the same people who took Quad over?.
Just checked - Arcam is Harman/Samsung and Quad is International Audio Group.