Broken down on a motorway: the safety essentials

Use the official safety guidance

The Highway Code gives the full instructions for motorway breakdowns. If the vehicle is still able to reach an exit or service area safely, follow the guidance for getting to a place of relative safety. If you are stranded in traffic and cannot get out safely, remain belted in, use hazard lights and call 999 for the police.

When you can leave safely, use the side away from traffic and keep well away from the vehicle and carriageway. Follow the official instructions for the position you are in. Do not attempt repairs or place a warning triangle on a motorway.

Calling recovery is not a substitute for emergency help

A private recovery operator cannot make a live traffic lane safe simply by accepting a booking. Tell the emergency services or traffic officers about an obstruction and follow their instructions. Once recovery can be discussed, explain who is managing the incident.

If you have a disability or circumstances that prevent you leaving safely, tell the emergency operator. Do not feel that you have to follow a generic instruction to get out when you cannot do it safely.

Give a location that identifies the right carriageway

For Hampshire roads such as the M3, M27, M275 and A3(M), the road number and direction are essential. Add the nearest junction, service area, emergency area or safely visible driver location information. Do not cross or walk along the carriageway looking for more detail.

A description such as “near Southampton” can refer to several approaches. If using a map, check that the pin represents the stopped vehicle rather than a nearby street. Say when you are unsure instead of inventing a junction number.

Think about the onward job once people are safe

Tell the recovery operator the vehicle registration, make, model and the reason it stopped. Explain any damage, locked wheels or steering problem. Mention passengers and anything that affects safe handling, including a trailer or heavy load.

The destination needs checking too. Confirm that the receiving garage or person can accept the vehicle and agree passenger arrangements separately. The immediate incident may be managed by the road authority while the onward movement is a separate discussion.

Use this guide as preparation, not a live-incident decision maker

Traffic conditions, road layouts and instructions at the scene take priority over general website text. Follow the emergency operator and the current Highway Code. If you are reading this while driving, stop using the phone and concentrate on the road.

For a vehicle already in a suitable location, call AtWheel with the road, direction, exact position and condition. Recovery availability and access must be assessed for that particular job.

After the immediate incident is under control

The original breakdown position may not be the final collection point. If police, traffic officers or another authorised operator move the car to a safer location, update the recovery contact. A quote or route based on the old position may need checking.

If your breakdown cover or insurer is already arranging assistance, make that clear before separately booking another company. Ask who is responsible for the onward movement and where the car is being taken. Keep references and contact details available when it is safe to use the phone.

The receiving garage should know whether the vehicle is damaged or unable to roll. A safe collection is only one half of the movement; a workable delivery needs a suitable place, a person who can accept it and instructions for the keys.

Further reading: National Highways motorway guidance. Follow official and manufacturer instructions for your situation.

Plan for the information you may need before travelling

Keep your breakdown contact details accessible and know how to find the vehicle registration and relevant cover information. If someone else owns or manages the car, establish how to contact them. These small preparations reduce the need to search through unrelated documents during an incident. Passengers should also know who to contact if the driver cannot deal with the arrangements.

Read the official guidance before a journey rather than waiting until the vehicle has stopped. Motorway layouts and the circumstances of an incident differ. This article does not replace the Highway Code, instructions from emergency responders or an assessment of the scene. If a situation is immediately dangerous, making the appropriate emergency call comes before organising a private recovery.

Why precise location matters to a recovery enquiry

The same motorway serves different towns and both directions. A nearby place name may describe a large area, while a service-area name may still need the correct carriageway. Give information that you can identify without moving into danger. Say whether the car is on the motorway itself or has reached premises beyond an exit. The operator needs the position where collection would actually happen.

If another person is calling for you, make sure they have not used your home address or the destination of the original journey as the collection point. Read back the location and explain what remains uncertain. Do not leave a safer position to obtain extra detail solely for a quotation. Emergency responders can advise on the immediate situation.

Avoid conflicting instructions during an incident

Tell a recovery operator if police, traffic officers, a motorway control service or a breakdown provider are already involved. The vehicle may be subject to an immediate removal arrangement. A private booking should not be assumed to change that. Clarify who is responsible for the first movement and whether any later journey from a safe location needs to be arranged separately.

The person approving an onward recovery should know where the vehicle will be taken and what charge has been agreed. If an insurer or membership provider is expected to pay, check its approval process before authorising separate work. Keep the incident reference and agreed destination together so that the next person handling the job receives the same information.

Think about passengers and the receiving garage separately

Explain passenger numbers and any mobility requirements when arrangements can be discussed safely. A vehicle recovery does not automatically include suitable transport for everyone who was travelling. If a friend or family member collects passengers, make sure someone responsible for the vehicle remains contactable and that key handover has been agreed. Do not leave the operator without an authorised contact.

A receiving garage needs to know the car is arriving and whether it can move. Confirm opening hours, the correct delivery entrance and who can accept the keys. If the intended destination changes, tell the recovery operator before movement. The road incident, the onward vehicle journey and the eventual repair are connected, but each needs clear instructions and approval.