About Bristol Street Motors

Bristol Street Motors has grown to become a national brand recognised for its honest, integrity and quality of customer service for over 100 years. Representing 14 of the world’s major manufacturers, Bristol Street Motors offers new cars, nearly new cars, used cars, electric hybrid vehicles and commercial vehicles from Citroen, Dacia, Ford, Hyundai, Mazda, Nissan, Peugeot, Renault, SEAT, SKODA, Toyota, Vauxhall and Volvo.

Our dealership teams are on hand to offer the highest standards in sales and aftercare for new cars, used cars and commercial vehicles operating throughout our local dealerships across England. We have a range of aftercare services to choose from including car servicing and MOT.

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
PO Box 6562, Rugby CV21 9QP
By Telephone : 01788 538317
Or via their website: www.nationalconciliationservice.co.uk

The Motor Ombudsman
71 Great Peter Street, London, SW1P 2BN
By Telephone :- 0345 241 3008
Or via their website: www.themotorombudsman.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