Sorry guys, meant to say it's a .org domain - which means you need an EPP (Extensive Provisioning Protocol) code to perform the transfer. Once you have that the transfer process completes automatically within 24hrs or thereabouts [I have a domain and hosting reseller site/have done it before].
The whole point of EPP is that it can only be obtained by the current owner of the domain, thus making the transfer secure (unless passwords/userids are compromised).
.com and others rely on email being sent to current contacts for their approval - nothing is done unless they agree.
Anyway, I did a bit more digging after a good night's sleep (always helps) so I meandered around the
ICANN site and eventually landed on the internic site where there is a form called
InterNIC Registrar Problem Reports. Just hope it doesn't drop down a backhole.
Cheers
Charles