Questions, Answered
The things people actually ring up and ask, written out properly. If yours is not here, ring and ask it.
Looking for something specific?
Each service page carries its own set of questions, which go deeper than the general ones below.
- Breakdown recovery, including immediate safety and one-off help
- Accident recovery, including who is arranging collection and damaged-wheel checks
- Jump start questions, including whether you can jump start in the rain, a diesel, or a car with a bad alternator
- Price questions, including call-out fees, minimums and out of hours
- Motorway questions, including what to ring first and what an emergency area is
- Cover questions, including whether you can buy cover once you have already broken down
- Transport questions, including auction collections and whether we need the keys
- The towing rules, including ropes, no MOT, SORN cars, automatics and what a recovery truck needs to be legal
- The guides, which are the longer reads: recovery costs, jump starting, and breaking down on the motorway
General
How it all works
How does vehicle recovery work?
You ring and describe the job. You get a price. The truck comes out, the vehicle goes up on the deck and gets strapped down, and it is driven to the address you gave.
What do you need to know when I call?
Where you are, what the vehicle is, what it is doing, and where it needs to end up. A map pin saves a lot of time if you can send one.
Do I have to be with the vehicle?
Not always, but it is simpler if you are. If you cannot be there, keys and access have to be arranged in advance rather than worked out on the day.
Can you give me an arrival time?
Call for current availability. We explain where the driver is and give an estimate for your situation; traffic, access and the preceding job can affect it.
Can you take me as well as the car?
Say so when you ring and we will sort out what is possible. It depends on the job and on how many of you there are.
Where can you take the vehicle?
Any address you like. Home, your own garage, a dealer, a body shop or somebody else's driveway. Tell us on the phone and it goes straight there.
What if my garage is shut?
Then it can be dropped somewhere it will sit safely until they open, or taken home instead. Worth deciding before the truck sets off rather than at the kerb.
What size vehicle can you take?
We recover suitable cars, vans, pickups, 4x4s and motorbikes by flatbed. Send the make, model, actual loaded weight where known, vehicle condition and access details so we can confirm the right truck and loading method. HGV and heavy recovery are outside our service.
Do you do HGVs or lorries?
No. That is a different trade with different equipment. Ring a heavy recovery operator and they will look after you properly.
How far will you go?
Roughly 50 miles from Horley for a transport job. That covers Surrey, most of Sussex, south London and the western edge of Kent.
Do you carry a winch?
We use winches where suitable. Tell us whether the vehicle rolls and steers, any damage and the access available. We confirm the loading method and truck capacity before acceptance.
What if the car park has a height barrier?
Tell us the car park, level, height restriction and whether the vehicle rolls and steers. We confirm safe access and a loading plan before booking.
How do I pay?
Cash, bank transfer or PayPal, at the end of the job. There is no deposit and no charge for giving you a price.
Can the price change if the job changes?
Tell us where the vehicle is, what has happened and where it needs to go. We agree the job and price before setting off. If the location, vehicle condition or requested work changes, we explain any extra work and agree the price with you before carrying it out.
Who should I check with before booking accident recovery?
If police or National Highways are managing the incident, follow their instructions and check whether they have already arranged recovery. Your insurer may also have arrangements in place. Once the scene is safe and you are free to choose a recovery firm, call us with the vehicle’s location, condition and intended destination.
What if I cannot leave the vehicle safely on a motorway?
On a motorway, reach a place of relative safety if you can and switch on your hazards. Leave the vehicle only if it is safe, using the side away from traffic, and wait away from the carriageway. If you cannot get out safely, stay belted in and call 999 for the police. Follow the official guidance before arranging recovery.
How a price is worked out
Where you are, where the vehicle is going, and what it takes to load it. We agree the job and price before setting off. Any additional work is explained and agreed with you first.
We cover the towns and villages in between too.
- Salfords
- Smallfield
- Charlwood
- Hookwood
- Povey Cross
- Merstham
- Earlswood
- Three Bridges
- Copthorne
- Pease Pottage
- Lingfield
- Godstone
- Caterham
- Dorking
- East Grinstead
- Horsham
Not sure whether you are in the patch? Call and ask.
Question not answered?
Ring and ask. You will get the firm that turns up, not a script.