Procedure

How it works

From booking to handover, the cheap car tow recovery flow is the same procedure regardless of postcode or vehicle class. Six steps, one published rate, one PAS 43 compliant operator panel.

Book on the app How it works

Editorial summary

How it works

Last reviewed: 17 May 2026
Reviewer: cheap car tow editorial team
Reading time: ~6 minutes

Book on the app

cheap car tow is a booking and price-publication service. The recovery itself is performed by an independent PAS 43 compliant operator dispatched at the published rate. See terms for the operator-panel arrangement.

Procedure

How it works

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The recovery flow at a glance

Every recovery booked through cheap car tow follows the same six steps: book, confirm, quote, dispatch, attend, handover. The steps are identical regardless of postcode, regardless of vehicle class and regardless of whether the recovery is a roadside fix or a long-haul tow. Predictability is the whole point.

The booking lands with a dispatcher who matches the closest PAS 43 compliant operator with the right equipment for the vehicle class. The indicative price band is quoted on the page and repeated by the dispatcher before the operator is dispatched, so there is never a surprise at the scene. Where the final figure differs from the band (for example a longer-than-expected loaded mile count) the dispatcher quotes the variation at the published per-mile rate before the wheels move.

The operator arrives in a PAS 43 specification vehicle with the working-at-roadside kit on board: hi-vis garments to the published spec, beacon cover for the full working period, LOLER and PUWER documentation for the lift equipment, and a printed recovery sheet that gets countersigned at lift and at drop. For background on the recovery management framework see PAS 43.

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Step one: book

Booking is by phone or via the contact form. By phone the dispatcher takes the call live; by form the dispatcher calls back inside two minutes during normal hours. There is no chatbot in the loop; a human takes the details.

What the dispatcher asks for at booking: your location (postcode is enough but a what3words square or a street name helps in rural areas), the vehicle class (car, van, motorbike, electric vehicle, classic car, motorhome, HGV, trailer or caravan), the registration mark for keeper verification against the V5C, the destination address, and any access constraints such as a low-clearance car park, a CAZ-restricted zone, or a one-way street.

The booking form on the contact page is the same flow in writing: the same questions in the same order, plus an open notes field. Where a driver is at the roadside with a mobile signal but cannot take a phone call (for example in a meeting or with limited English) the form is the simpler route.

by the numbers

Step two: confirm

The dispatcher reads the confirmed details back: location, vehicle class, registration, destination, access notes. This is your chance to correct anything; vehicle class corrections are particularly important because the equipment dispatched depends on it. A flatbed for a low-clearance sports car is not the same truck as a flatbed for a Luton van.

Where the recovery is on a motorway, the dispatcher confirms that the National Highways recovery framework applies and explains that the rate is statutory, not set by us. See the motorway recovery page for the full procedure. Where the recovery is a police-instructed compound release from a non-motorway scene the dispatcher asks for the police-incident reference and the compound name written on the receipt left in the windscreen.

Where the driver is not the registered keeper the dispatcher asks for the keeper's authority before dispatch. This protects against unauthorised recoveries; the Theft Act 1968 section 12 makes taking a vehicle without consent a criminal offence.

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Step three: quote

Before the operator is dispatched the dispatcher quotes the indicative band for the service against your vehicle class. The band comes from the pricing table; the figure on the page is the figure the dispatcher reads.

What the band includes: attendance, the operator's working time at the scene, the lift or load onto the recovery vehicle, the loaded mileage within the published radius for the service, and the recovery sheet. What it does not include: third-party charges such as a council pound release fee, a private compound storage fee, motorway statutory fees set under the National Highways recovery framework, ferry surcharges for an island leg, or scrap-metal charges set by the receiving Authorised Treatment Facility.

Where the quoted figure changes during the recovery (for example because the agreed destination changed, or because the operator had to wait outside a garage that turned out to be closed) the dispatcher quotes the variation at the published rate before the change is applied. The driver countersigns the variation on the recovery sheet.

in the press

Step four: dispatch

Dispatch is logged with an estimated time of arrival. Urban dispatch is generally tighter than rural simply because the panel of operators is denser in cities; the dispatcher confirms a window at booking.

The operator's vehicle is registered against the booking so the driver knows which truck to expect. Where the operator is delayed by traffic the dispatcher messages an update; where the delay exceeds the published window the dispatcher offers either a switch to the next-nearest operator or a wait extension at the same rate.

For motorway breakdowns the dispatch flow is different: the police-instructed dispatcher is the agency that sends the truck, not us. The driver dials 999, the smart-motorway radar closes the lane, and the National Highways recovery framework operator attends; see National Highways for the full procedure.

Key takeaway · 06

Step five: attend

On arrival the operator parks the recovery vehicle in a position that protects both the broken-down vehicle and oncoming traffic. PAS 43 working procedure dictates that the recovery vehicle goes in behind the broken-down vehicle, not in front, with the rear flashing beacons facing the line of approaching traffic.

The operator approaches the driver, confirms the booking reference, and asks for photo ID and the V5C registration document (or a DVLA vehicle account screenshot) for keeper verification. Where the driver cannot produce ID at the scene (for example because the wallet is locked in the boot) the operator can verify against the insurance certificate plus a callback to the dispatcher.

Risk assessment at the scene takes one to two minutes: position of the broken-down vehicle, line of sight, surface, weather, and the safest approach for the lift. The operator records the assessment on the recovery sheet; this is required by the working-at-roadside specification.

Lift technique is chosen at the scene based on the vehicle. Modern AWD cars are loaded on a flatbed by default. FWD automatics often require all four wheels off the ground. EVs are flatbed-only. Classic cars are loaded with low-angle approach ramps to avoid bumper damage. The technique is recorded on the sheet.

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Step six: handover

At the destination the operator unloads in a position that does not block other access. The recovery sheet is countersigned by the receiving party (the garage manager, the home address occupier, or the compound manager) and the driver receives the email copy at the address given at booking.

What the recovery sheet records: the timeline (booking, dispatch, on-scene, lift, drop), the lift technique, the strap points used, photos as found and as loaded, any pre-existing damage noted at the scene, the operator's name and PAS 43 panel reference, and any variations from the original quote.

Payment is taken at the scene where the driver is paying directly; a VAT invoice is issued. Where the insurer is paying, the operator does not collect at the scene; the invoice goes to the insurer per the instructed-recovery agreement.

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Where the recovery vehicle goes after handover

Default destination is the address you nominate at booking. If no destination is named, the operator delivers to their secure compound and the keeper collects within the published storage window. Storage rates are in the pricing page.

For end-of-life pickups the vehicle goes to an Authorised Treatment Facility from the Environment Agency directory. The ATF depollutes and destroys the vehicle under the End-of-Life Vehicles Regulations 2003, issues a Certificate of Destruction, and the keeper sends a copy to DVLA so the vehicle is removed from their record.

For council-instructed recoveries the vehicle goes to the council's contracted compound. The release procedure (notice period, fees, payment method) is set by the council and is not subject to change by us.

by the numbers

How insurance-paid bookings work

Many comprehensive motor policies include a recovery clause; the schedule wording is what matters. Where the insurer instructs us directly we invoice them and the driver pays nothing at the scene. Where the driver pays at the scene the VAT invoice is the document they submit to the insurer for reimbursement.

For a non-fault accident the third-party insurer is liable for the recovery cost; the driver's own insurer routes the recovery instruction. Credit hire (a courtesy vehicle while the recovered car is off road) is a separate service from recovery; we do not run a credit-hire pool.

Consumer rights on vehicle recovery are summarised by Citizens Advice; the Insurance Conduct of Business Sourcebook (ICOBS) governs how the insurer handles the claim.

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What we are and what we are not

cheap car tow is a booking and price-publication service. We dispatch recoveries to PAS 43 compliant operators on the panel. We are not the operator at the scene; the operator is an independent business that has agreed to attend on the published rate. This is set out in the terms of service.

We are not a breakdown subscription. There is no annual fee, no membership card, no contingent service. Use a subscription where it covers your scenario; use us when it does not.

We are not a motorway authority. Motorway recovery is dispatched under the National Highways recovery framework and the rate is statutory. We explain the boundary on the motorway recovery page.

in the press

How we handle complaints

Every recovery has a recovery sheet, a dispatcher record, and an operator identity. Where the driver believes the service did not meet the published procedure the complaint is investigated against those records.

The complaints procedure is published on the complaints policy. Complaints are acknowledged inside three business days and decided inside 28 business days. Where the customer is not satisfied with the decision the next step depends on the nature of the complaint; the policy spells it out.

Vulnerable customers receive an adjusted process where the standard timeline is not workable; see the vulnerable customer policy.

Key takeaway · 12

Review and change history

First published 2026-05-17. The how-it-works page is reviewed every 12 months or sooner if the cited primary source changes. Material changes (new lawful basis, new escalation route, new scope) are added below with a date and a one-line reason. Editorial corrections (typo, broken link) are not logged here; the live page is the source of truth.

If anything in this how-it-works page reads as inaccurate, out of date, or unclear, email the editorial team at hello@cheapcartow.co.uk with the page URL and a description of the issue. The editorial team replies inside three business days; a material correction is published with a dated note in this section. External escalation routes (ICO, Trading Standards, Financial Ombudsman Service) apply where the relevant complaint is in scope for the regulator.

Primary sources cited on this page

Common questions

Frequently asked questions

How long does a typical booking take to place?

Roughly two minutes by phone or via the contact form. The dispatcher needs your location (postcode is enough), vehicle class, registration, destination, and any access constraints.

Do I pay at the scene or after?

Either is supported. Where the insurer is instructed they are invoiced directly; where the driver pays, a VAT invoice is issued at handover.

Can I track the recovery vehicle?

The dispatcher gives an estimated time of arrival at booking and a confirmed window when the operator has departed. Live GPS tracking is operator-specific and is offered where the operator supports it.

What if I am not at the scene when the operator arrives?

Where the driver is not present a member of the agreed receiving party signs the recovery sheet at handover. The vehicle is identified against the V5C registration document or the DVLA vehicle account screenshot.

Does the operator wait if my garage is closed?

If the agreed destination is closed the vehicle is taken to the operator's secure compound on the published overnight storage rate, ready for next-day handover.

What if the operator's vehicle is too tall for my car park?

Tell the dispatcher at booking. A smaller-bodied truck is sent where ceiling clearance requires it.

Is the dispatched operator the same one each time?

Operators are matched by location, equipment and availability. The panel is published and every operator has agreed to attend on the same published rate.

Can I get my recovery sheet by post rather than email?

Yes; tell the dispatcher at booking and a paper copy is mailed alongside the email copy.

Need a recovery?

Published price, PAS 43 compliant operator, 24/7 dispatch.

Book on the app How it works