Hi there Emma, sorry to be so late in answering, not so sure on how to do a factory reset and this phone is a replacement of the last phone that had even more problems, last November.
Trying Smartswitch to I hope back my stuff onto my inboard sd card of 128 gb but it did ask where I WANTED IT STORED OR TOLD ME HOW TO RETRIEVE IT. Sorry about caps lock, try three jobs at once. well I will try this reset any waaaaay.
Bluetooth now working thanks to you Emma but as I say, Switch is not much good lost all my BBC info, these app people don't understand us old folk, it needs to tell us where to re-install the stuff that we had.