🚛 Everything you need to know about your car collection and how it works

🚗 Everything you need to know about your car collection

Thanks for choosing Car.co.uk to sell your car! Your collection is booked, and here’s everything you need to know to keep things smooth on the day.

💡 Collection details

Your driver is scheduled to collect your vehicle at the date and time you booked. Before setting off, they’ll give you a quick call to confirm you’re available and the car can be accessed.

Missed the call? No worries — but your collection might be put on hold until we’ve spoken to you. You’ll get an SMS and email if that happens. Just call us back on 01772 900000 as soon as you can and we’ll get things moving again.

We’ll contact you using the number you gave us at booking. If that’s changed, please let us know by calling 01772 900000 or emailing help@car.co.uk.

🏡 Collection address & access

Our collection trucks are around the same size as a bin lorry, so we need clear access to load your car safely.

If your car is parked in a tight space, has limited access, or there are any restrictions (gated entry, permit-only parking, low bridges, etc.), please tell us in advance. We may ask for photos so we can send the right recovery vehicle and avoid delays.

✅ Make sure your car matches your offer

Your price is based on the details you gave us (and any assumptions shown with your offer).
If anything has changed — even small things — please update us before collection. It helps avoid last-minute delays, price changes, or cancellations.

You can update your details in your online account, using the links in your messages, or by contacting our team.

🔄 Need to reschedule?

If your plans change, or the car won’t be available, please let us know as soon as possible to avoid wasted journeys.

To update your collection:

• Use the link in your confirmation email

• Email help@car.co.uk with your registration number, postcode, and a new preferred date

• Call us on 01772 900000

Quick reminder: Rescheduling is free before collection day.
If a collection can’t go ahead on the day because the car is misdescribed, inaccessible, no one is available to hand it over, or we can’t reach you, we reserve the right to apply a £65 cancellation/attendance fee to cover wasted costs (as set out in your Booking Confirmation Email and our Car Selling Terms).

🔑 What to prepare before collection

To make handover quick and easy, please:

• Make sure the car is accessible

• Clear all personal belongings and rubbish (we can’t accept liability for items left inside)

• Have the keys and V5C logbook (if available) ready

• Ensure the person handing over the car has their ID and proof of address

Top tip: Take a photo of your V5C reference number before collection. You’ll need it to notify DVLA that you no longer own the car — this is your responsibility.

🚨 What if my car doesn’t start?

No problem. Our drivers have winches and the right kit to collect non-runners safely. Once your car is collected, we’ll send you a confirmation email.

📜 Proof of ID & address

We legally need to confirm the identity of the person handing over the car. They don’t have to be the registered keeper, but they must:

• Be over 18

• Provide valid photo ID and proof of address

If they have a UK photo-card driving licence, that covers both.

If not, please provide:
One form of photo ID

• UK or EEA passport

• UK biometric immigration document

• HM Armed Forces ID card

• PASS-logo ID card

One proof of address (dated within 3 months)

• Bank/credit card statement

• Council tax bill

• Utility bill (not mobile phone)

• Mortgage statement

• HMRC tax notice

🚫 We can’t complete the collection without

• The car keys

• The V5C logbook (for certain vehicles)

• ID and proof of address for the person handing over the car

Still got questions? Just get in touch call 01772 900000 or email help@car.co.uk and we’ll help you out.

Thanks again for choosing Car.co.uk,  we’ll see you soon!