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dan-
a) UPS are shit (especially via phone) and their online tracking isn't great - email them at custsvcgben@ups.com and help_uk@ups.com and kick up a fuss, if you haven't already.
b) That length of time held somewhere (anything over 24 hours) suggests an issue the sender should be resolving - UPS or 'customs' should have contacted them, so get them to chase it up.
Dramatic_Hammer
which website are you using to track it? I had a parcel come from France and although the royal mail website said it was in customs the french post website showed it was sat at the local post office it was sent from and hadn't even made it to the sorting office