Any idea who or wear I can write a complaint to? An address or email?

Hi there,
So to keep this short my iPhone 4 kept switching on and off whenever I tried to make a phone call or text some one, so naturally I did the whole restore and reboot, plugged it in and did everything I could think of. Naturally I called Apple and they offered me no solutions cept for what I had already done, I was then told I had to replace the phone. So the advisor said he would call me back..he never did. I then called again myself and was put on hold for an hour and a half! By this point I was so angry at Apple. So I stayed on the line and expressed how upset I was and was offered a courtesy gift from the Apple store.. which is awesome but no working phone so whats the point?
Anyway! The lady on the phone told me to take it to my nearest apple shop, which is about 45 minutes from my house so when I got there and the guy couldnt do a restore and gave up after 5 minutes obviously I was annoyed. He then told me that it was a hardware problem with the phone, and nothing to do with me - I hadnt done anything wrong. So then why am I being arsed to fork out more money to replace this SECOND handset, are iPhones only good for 12 months or something?
I've experienced problems with my Macbook and iPad but I have apple care for them, I couldnt get Apple care for the iPhone because 1) I didnt even know what is was! 2) I ran out of time by the time I found out you could even get it.
So yeah, thats the situation.. I want to make a formal complaint. What a stupid policy, sure I am out of warranty but for something that is not even my fault! And how can they justify customer service like that, being on hold for that long and no one ringing me or following up with my case?!

He then told me that it was a hardware problem with the phone, and nothing to do with me - I hadnt done anything wrong. So then why am I being arsed to fork out more money to replace this SECOND handset
Because your iPhone is out of warranty. If your car or TV fails when it's out of warranty, you'd be expected to pay for repairs. Why do you feel an iPhone would or should be any different?
are iPhones only good for 12 months or something?
No, but sometime things break. This can happen in warranty, or it can happen out of warranty. Sorry you were unlucky enough to have your iPhone fail when out of warranty, but that's something that can happen with anything you buy. You even got a free gift for having been left on hold, something I've never gotten from any other company, regardless of how long I was left on hold. So it doesn't seem to me that you've been treated that poorly.
I couldnt get Apple care for the iPhone because 1) I didnt even know what is was!
Apple certainly makes it clear what AppleCare is for and advertises it widely. If you missed it, that isn't Apple's fault.
2) I ran out of time by the time I found out you could even get it.
You had a full year. If you didn't take advantage in that time, you have only yourself to blame.
I'm with Tim; you seem to have a skewed vision of how things work and an unrealistic expectation as to what you're owed. Your iPhone is out of warranty, and as with any product that's out of warranty, you will need to pay for service. Accept it and either pay the replacement price, see if a third-party service shop can repair the iPhone for less, or buy some other product.

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