Your Rights When Your Car is Recovered: A Guide for Customers
Breaking down on the side of the road can be stressful, but knowing your rights when your car is recovered can give you peace of mind. At Pro Rescue and Recovery, we want you to understand what to expect when we assist you. This guide breaks down your rights and what recovery businesses (like ours) are required to do by law.
What Happens When Your Car is Recovered?
If your vehicle breaks down, gets stuck, or needs recovery for any reason, here’s what happens:
You Decide Where Your Vehicle Goes
Whether it’s your home, a garage, or another location, you have the right to choose where your vehicle is taken after recovery.
If you’re unsure, we can recommend trusted local garages or provide temporary storage until you decide.
Clear Costs and Charges
Recovery operators must clearly explain their charges before starting the work. You have the right to know:
The cost of the recovery service.
Any storage fees if the vehicle is kept temporarily.
Always ask for an invoice or breakdown of the charges.
Vehicle Storage Rights
If your car needs to be stored overnight or longer (for example, after an accident), recovery companies must store it safely and securely.
You have the right to access your vehicle or remove personal items during the storage period.
Insurance and Documentation
Recovery operators are required to have proper insurance and licences to operate legally. For example:
Operator Licence: Required for recovery trucks over 3.5 tonnes.
Public Liability Insurance: Protects your vehicle during recovery.
Don’t hesitate to ask about this – a reputable company (like us) will always have the correct documentation in place.
Fair and Professional Service
All vehicle recovery operators must adhere to professional and legal standards, such as those outlined in PAS 43 and the Health and Safety at Work Act.
You have the right to:
Be treated with courtesy and professionalism.
Have your vehicle handled safely and carefully.
What If You Disagree With a Recovery Charge or Service?
If you feel you’ve been overcharged or treated unfairly, here are the steps you can take:
Speak to the Recovery Company
Start by contacting the company to discuss your concerns. Many issues can be resolved quickly this way.
Check the Terms and Conditions
Review any paperwork or agreements you received when the recovery service was arranged.
Report to the Relevant Authority
If the company refuses to resolve the issue, you can contact the Traffic Commissioner or report the company to the local Trading Standards Office.
Seek Advice from Consumer Groups
Organisations like Citizens Advice can provide free guidance on your rights.
How Pro Rescue and Recovery Protects Your Rights
At Pro Rescue and Recovery, we follow strict legal and ethical standards to ensure you receive fair, professional, and transparent service. Here’s what we guarantee:
Transparent Pricing: We provide clear costs upfront before starting any recovery work.
Safe Storage: If your vehicle needs to be stored temporarily, we ensure it’s kept securely and accessible to you.
Licensed and Insured: We hold a Standard National Operator Licence and full Public Liability Insurance, so you can trust that your vehicle is in safe hands.
Professional Handling: Our team is trained to handle vehicles carefully and treat every customer with respect.
Final Thoughts: Know Your Rights, Stay Informed
Understanding your rights when your car is recovered can save you stress and ensure you get the service you deserve. At Pro Rescue and Recovery, we’re here to help you every step of the way, from breakdown to recovery and beyond.
If you ever have questions about our services, charges, or how we can assist, don’t hesitate to ask. Your peace of mind is our priority.
Need Help? Get in Touch!
Call us now at 020 4619 3362 or visit our website to learn more about how we can help you.
Stay safe, drive smart, and remember: we’re always here to help when you need us.
