re: follow up to post 17, in case anyone else has a similar problem... my headrests would go down using STAR, but not from the dashboard control. I seem to have solved my problem, although I'm not entirely sure how/why. I found the sub-menu under a sub-menu on STAR under "actual values" (I think it was) for "Upper Control Panel" for “Check component N72/1s4 (Rear restraints switch) using actual value”. When I press the switch in the centre console, it changes from "NOT OPERATED" to "OPERATED", so I knew my switch was fine. And then I heard the glorious sound of the headrests falling with a thunk.
But I have no idea why the switch works now, but didn't before. I didn't activate anything between it "not working" and "working". In the meantime I'd dismantled the dash enough to get the switches out and check them, so maybe I fortuitously bumped a wire in the right direction? Although that could mean that the system is likely to stop working again anytime soon. (But it’s a bit temperamental. It seems to fall about every 3rd press of the button, regardless of how long I press it for... even though STAR registers every press).