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