I have recently experienced a number of problem with both B&Q and one of its suppliers GE Capital/Money. We are regular users of B&Q, as have recently purchased a brand new house. We have spent over £2,000 recently on garden furniture, outdoor heaters/lights and other DIY products.

Prior to christmas 2005, you had a special offer on a portable TV/DVD Player, which we purchased for our kitchen. In April 2006 the TV/DVD Player would not switch on. We have checked all the obvious things i.e. fuse, socket etc and it does not appear to be any of them.

We spoke to yourselves at the time, as we can not locate out receipt, but as the serial number/bar code etc was still in tact on the back of the item and the fact that we paid for this item on our B&Q store card was apparently sufficient proof of the purchase. (As told by 2 people at B&Q store and customer services team)

We were advised to speak to GE Capital/Money in order to request an itemised B&Q card statement (as these are not automatically sent out). We have had 3 conversations now with your supplier, but have still not received the "evidence" needed. We have recently paid our B&Q cards off in full as are not happy to continue shopping with you until this is resolved. What is more frustrating is that GE Capital/Money are very proactive in ringing us at home constantly with their Sales patter, but no offer of help or support.

We recently contacted B&Q again requesting help and support replacing this item that is still under guarantee and gave them the serial numbers requested. They orally confirmed that they could verify that the purchase had taken place, but would not help us without an itemised statement from GE Capital/Money.

Everyone appears to be "passing the book" and we do not feel this is a fair way of trading. We are genuine honest customers of your stores who need help on this occasion. Please can you help us ASAP, or we will have no choice other than to seek legal/media advice. The TV/DVD player was not expensive (approx £60 with the discount taken off), but it is still under guarantee.

Many thanks
Lee and Katrina