About Us

Established from a single motor retail dealership in Bristol Street, Birmingham nearly 100 years ago, Bristol Street Motors has grown to become a national brand recognised for its honesty, integrity and quality of customer service. Over this time Bristol Street Motors has earned its reputation as trusted dealers of new cars and used cars, as well as supplying a great selection of practical vans across their local dealerships in England.

Acquired by Vertu Motors in 2007, Bristol Street Motors has gone from strength to strength, retaining its place as one of the largest motor retailers in England and building on its reputation as one of the Country’s most trusted new and used car dealership groups. As well as being one of the country’s most reputable car dealerships, the servicing and aftersales available is second to none; including body repairs, accident management, and MOTs among other services.

Now the largest Hyundai dealer in the UK and the third largest single UK Ford dealer, Bristol Street Motors represents global motor manufacturers across England. Manufacturers include Citroen, Dacia, Ford, Hyundai, Mazda, Nissan, Peugeot, Renault, SEAT, SKODA, Vauxhall and Volvo.

Providing new and quality assured second hand car sales, servicing and aftersales, Bristol Street Motors has a specially trained and expert team to ensure customers are given the highest standards of customer service at every stage of their purchase and aftercare.

Bristol Street Motors is operated by:

Bristol Street Fourth Investments Limited (Citroen, Dacia, Renault, Hyundai, Nissan, Peugeot, SEAT and SKODA) Company registered number 00522856 and authorised and regulated by the Financial Conduct Authority (FCA Number 307311)

• Bristol Street First Investments Limited (Ford) Company registered number 00251237 and authorised and regulated by the Financial Conduct Authority (FCA Number 307254)
• Vertu Motors (VMC) Limited (Vauxhall) Company registered number 00694464 and authorised and regulated by the Financial Conduct Authority (FCA Number 307324)
• Vertu Motors (Chingford) Limited (Vauxhall) Company registered number 06088621,an appointed representative of Vertu Motors (VMC) Limited which is authorised and regulated by the Financial Conduct Authority ; FCA number 581964); and
• Grantham Motor Company Limited (Mazda and Volvo) Company registered number 04722957 and authorised and regulated by the Financial Conduct Authority (FCA Number 312369).

All are subsidiaries of Vertu Motors plc meaning that Bristol Street Motors can give customers personal service to the highest of standards, with the backing of a national and trusted organisation.

Vertu Motors

The Vertu Motors Group (which trades primarily under the Bristol Street Motors, Macklin Motors, Vertu Honda, Vertu Toyota, Vertu Mercedes-Benz, Vertu Volkswagen and Farnell brands) was formed in late 2007 to acquire and consolidate UK motor retail businesses. The group was founded as a new entrant into the UK motor retail sector and is listed on the AIM market (UK:VTU)

The Group, which is the UK’s 6th largest motor retailer, represents 20 of the world’s major car franchises in over 120 dealerships nationwide and is built on values of passion, respect, professionalism, integrity, recognition, opportunity and commitment.

The Group also operates a number of Honda dealerships (www.vertuhonda.com), Volkswagen dealerships (www.vertuvolkswagen.com), a Toyota dealership (www.vertutoyota.com), and Land Rover (www.farnelllandrover.com) and Jaguar Dealerships (www.farnelljaguar.com). In 2010 Vertu Motors expanded into Scotland, trading under the Macklin Motors brand (www.macklinmotors.co.uk). Vertu Motors plc was awarded the Motor Trader Dealer Group of the Year in 2008.

Customer Services

At Bristol Street Motors we strive for excellent customer service in all areas. I would like to hear of all your feedback whether you have had exceptional customer service or have felt we could have done better.

Our Mission Statement is: To deliver an outstanding customer motoring experience through honesty and trust.

In the event of a concern or feedback please do not hesitate to provide us with feedback using the contact forms which can be found on our dedicated customer services page. Alternatively please call our customer services on 0191 497 0404 or email [email protected]. Customer Services operate between 9am and 5pm Monday to Friday. We will aim to respond to your feedback within 48 hours, as measured by our manufacturer partners, and with over 1 million customers in the UK, I know the importance of making sure you are satisfied with our service every time.

We take these matters seriously.

Any concerns or complaints are logged and sent to the dealership management to review and seek to resolve. Before any concerns are “closed off”, each concern is reviewed by me to make sure that we are learning from our mistakes and treating customers in line with our Values.

All positive feedback comes directly to me so I can pass to dealership management and recognise the success of their colleagues who have delivered great service.

Robert Forrester Chief Executive Officer. Vertu Motors plc

Our complaints handling process can be found here

All concerns will be investigated and responded to initially by the selling dealership or other relevant team. If not resolved, your concern may then be escalated.

We subscribe to the Motor Industry Code of Practice for Service and Repair and are members of the National Franchise Dealers Association. If we have been unable to resolve your complaint to your satisfaction you can contact:

The National Conciliation Service
2nd Floor, Chestnut Field House, Chestnut Field, Rugby, Warks, CV21 2PA

By Telephone : 01788 538317
Or via their website: www.nationalconciliationservice.co.uk

The Motor Ombudsman
71 Great Peter Street, London, SW1P 2BN

By Telephone :- 0843 910 9000
Or via their website: www.themotorombusman.org

Both bodies are Chartered Trading Standards Institute approved providers of alternative dispute resolution and we will respond to them if they contact us regarding your complaint.

If your concern relates to any product regulated by the Financial Conduct Authority, you will receive an initial acknowledgement and a final response within 8 weeks. Before the final response is issued our central team will investigate the issue alongside the selling dealership.

If we have not been able to resolve an FCA-regulated product complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service. Further information is available on their website www.financial-ombudsman.org.uk