Otto Driver Hub
Accounts
For any payment queries or to request a holiday payment freeze, please email pay@ottocar.co.uk with your full name, car registration, and the subject header ‘Payment’ or ‘Holiday’.
Please ensure all requests are made before 3.30pm on a Wednesday. After this time and day, you’ll have to wait until the following week for your request to be reviewed.
PCO Car Hire
There’s a fair usage policy of 1000 miles per week. If you exceed this, you can be liable for a charge of 20p per extra mile.
Rent 2 Buy & Rent 2 Buy +
We have a fair usage policy of 1000 miles per week. If you exceed this, you will be charged on a monthly basis but your contract length will be shortened meaning you own the car quicker. You’ll never pay more than the agreed price set out in the contract.
Mileage Cap 48,000 miles/year = 1000 miles/week + 8 weeks Holiday.
Excess mileage costs £0.20p per mile that you’ve gone above the cap each week.
PCO Car Hire
Rental Payments
• Billing Commencement: The day after collection
• Payment Cycle: Rental charges will begin the day after you collect the rental vehicle.
• Example: If you collect a vehicle on Monday, billing will start on Tuesday. E.g If the weekly payments are £250.00 per week. You will be charged on Tuesday for two (2) days rent (Tuesday & Wednesday) totalling to £71.42.
Payment Schedule Thereon After
Weekly Account Payments
• Payment Day: Every Thursday
• Payment Method: Payments are automatically deducted from your account every Thursday. Additionally, you will receive an invoice via email for your record. It also allows you to make the payment manually if it gets declined.
Important Note: Please ensure that sufficient funds are available in your account. If funds are insufficient, the system will automatically attempt to process the payment each day until there are enough funds available. Inform us immediately on any changes to your billing information or payment method to prevent disruptions.
Rent 2 Buy National & Rent 2 Buy + & Rent 2 Buy + Burst
Payment Schedule
• Billing Commencement: First Thursday post collection
• Payment Day: Every Thursday
• Payment Method: Payments are automatically deducted from your account every Thursday. Additionally, you will receive an invoice via email for your record. It also allows you to make the payment manually if it gets declined.
Important Notes
• Sufficient Funds: Please ensure that your account has enough funds available to cover the scheduled payment. This will help prevent any payment issues or additional fees.
• Automatic Retrying: If a payment fails due to insufficient funds, the system will automatically attempt to process the payment again each day until the transaction is successful. It is essential to resolve any issues promptly to avoid disruptions or penalties.
• Account Updates: Inform us immediately if there are any changes to your billing information or payment method. Keeping your account details current is critical to maintaining uninterrupted service.
• Payment Alerts: Consider setting up alerts or reminders to notify you of upcoming payment dates, ensuring you have ample time to prepare.
You may require a pin in your PCO car on a weekly basis. If this applies to you, please email pay@ottocar.co.uk and a member of the Otto Team will get back to you.
Please email pay@ottocar.co.uk with your full name, car registration, and subject header ‘Card Details’ to request for your card details to be changed.
Please do not attempt to block your bank card. If you need to inform of us of a new bank account to take payments, please email pay@ottocar.co.uk with your full name, car registration and subject header ‘Card Details’ to request for your card details to be changed.
If you’ve changed your address, it’s very important you let us know as soon as possible. Please email info@ottocar.co.uk with your full name, car registration, and the subject header ‘Address’. Please provide us with a photocopy of your driving licence and proof of address.
Please note that it may take up to 10 business days to receive a refund of your rental deposit.
This is due to the extra time taken to wait for various potential outstanding charges on your account, e.g. Congestion Charge.
Please email congestion@ottocar.co.uk with your full name and car registration for any Congestion Charge query.
If you want to give notice on your Rent to Buy or PCO Car Hire contract, please email info@ottocar.co.uk with your full name, car registration, and the subject header ‘Notice’.
PCO Car Hire: 1 week’s notice
Rent to Buy: 4 week’s notice (after the first 5 months of the contract starting)
£200 cancellation fee applies
Please email aftercare@ottocar.co.uk. with your full name and car registration.
For all other enquiries, please email info@ottocar.co.uk.
Email is the preferred option, but should you need to call us, we’re available Mon-Fri 9.30am to 4pm.
Penalty charge notices (PCN's)
A Penalty Charge Notice (PCN) is a fine issued for breaking parking or traffic rules, such as parking in restricted areas or driving in a bus lane. Local councils or transport authorities issue these fines.
If you’re renting a vehicle from Otto Car, the PCN will usually be sent to us first, and we’ll inform you promptly via email and SMS Text.
When you receive a PCN*, Otto Car will let you know by email and SMS.
Payment process:
To pay the PCN fine, make payment within 48 hours of receiving the email or SMS.
After paying the fine, send proof of payment to fines@ottocar.co.uk. or click the green “Confirm issuing authority has been reimbursed” button on the SMS. Please only press the green button if you have paid.
Please note: If you pay within 48 hours, you will not be charged the £10 administration fee.
Appeal process:
If you want to appeal the PCN fine, no action is needed when you receive the email and SMS.
You can only appeal the fine once Otto Car has transferred liability into your name. A £10 administration fee applies.
The issuing authority will then send you the PCN in your name to your home address. This is when you can appeal the PCN.
Please note: If you pay the PCN fine before we transfer liability in your name, you will not be able to appeal.
*Transport for London (TfL) PCNs process:
TfL PCNs are handled differently, please read the below carefully.
You will not be informed when we receive a TfL ticket for your vehicle.
We automatically transfer liability to you without charging a £10 administration fee.
You’ll then receive the PCN in your name at your home address.
- 1. You can only appeal once you receive the PCN in your name at your home address.
- 2. You cannot appeal the PCN before Otto Car transfers liability to you. If you do, this will be rejected as you are a third party until it is in your name.
- 3. You will be charged a £10 administration fee when the PCN is transferred in your name.
- 4. You should get the evidence to support your case, such as photos or proof of payment and submit your appeal before the deadline mentioned in the PCN.
Please note: You cannot appeal a PCN once the fine has been paid. Only make the payment if you decide not to appeal.
Stay up to date about PCN hotspots across London with our PCO Newsroom.
Yes, getting too many PCNs can affect your contract with Otto Car, as we prioritise safety.
PCNs can be given for various reasons, including dangerous driving. If you get too many or don’t pay your PCNs, this could lead to:
Additional administration fees
Contract termination if fines remain unpaid or if there are too many
Impact on insurance renewals due to driving violations being considered.
If you wish to pay the PCN, you should do this within 48 hours and let us know to avoid paying a £10 administration fee. If you pay after 48 hours, the fee applies.
To appeal, you must pay the £10 administration fee, which covers the cost of transferring liability. This fee will be added to your account.
To pay the PCN directly, use the link in the email and SMS we send you. This will take you to the issuing authority’s payment site.
If you believe you’ve received a PCN by mistake, please let us know as soon as possible by email – fines@ottocar.co.uk.
Possible reasons for a mistake include:
You’re not the driver
This is not your vehicle
If you believe your vehicle registration has been cloned.
Yes, our team is here to help. While we cannot appeal PCNs for you, we can:
• Explain the process.
• Provide guidance on how to appeal a PCN effectively.
You can reach our team via:
• Email: fines@ottocar.co.uk
We will respond to emails within 24 business hours.
Final Note:
We recommend addressing PCNs as soon as possible to avoid additional charges. If you have any further questions or concerns, don’t hesitate to contact us – we’re here to help!
Servicing
Please email service@ottocar.co.uk with your full name, car registration and subject title ‘Book Service’
The majority of PCO cars require a service every 10,000 miles but this isn’t the case for everyone. Please refer to your contract for more information.
For all matters regarding insurance, please contact insurance@ottocar.co.uk with your full name, car registration, and subject header ‘Insurance’.
Support can be provided on matters such as uploading documentation to Uber and UberEATS documentation.
Please email service@ottocar.co.uk with your full name, car registration, and subject header ‘PHV’.
The Otto Team will book your MOT within 14 days of your PHV booking. Please note, any damage on the vehicle needs to be reported via email with a photo. The Otto Team may call you 28 days before the PHV is due.
ELIGIBILITY REQUIREMENTS
PCO drivers can’t upload their new PHV licence until the date of the expiration. Your document will be rejected if you attempt to upload your new PHV licence beforehand.
Please email service@ottocar.co.uk with your full name, car registration, description of the issue and the subject header ‘Warranty’ or ‘Support’.
For any urgent enquiries or support, please call 020 8740 7444.
Please email service@ottocar.co.uk with your full name, car registration, and the subject header ‘MOT’.
MOT are done twice a year (6 monthly MOT) and you need your MOT to support your PHV licence test (within 14 days of your test). This will be arranged by the Otto Team when you book your PHV test.
Please email service@ottocar.co.uk with your full name, car registration, and the subject title ‘Broken Glass’.
For all other enquiries, please contact service@ottocar.co.uk with your full name and car registration.
Accident Claims
If you’ve been involved in an accident, please call 07530 787 480. Please remember to leave the ignition on to keep the CCTV filming and report the accident within one hour of the incident.
It’s also extremely important to make a note of the third party’s car registration, telephone number, email, and home address. Please ensure you take down all these details to pass over to us.
Our insurers will book you an appointment with the Otto Team at one of our hubs.
If your PCO car is undrivable due to an accident, please mention this when calling the accident line (07530 787 480) and they’ll arrange for someone to collect your PCO car.
If you’re eligible for a replacement car, this will be arranged at your next appointment.
Please email claims@ottocar.co.uk with your full name, car registration and the subject header ‘Claims’ and one of the Otto Team will get back to you.
Please email claims@ottocar.co.uk with your full name, car registration, and the subject header ‘Repair’ and one of the Otto Team will get back to you.
If you’d like to request CCTV footage that relates to an accident, please email claims@ottocar.co.uk.
For CCTV footage that is not part of a claim, please email dashcam@ottocar.co.uk with your full name, car registration and subject header ‘CCTV’.
As a PCO driver, you may not be legally allowed to handle the CCTV footage yourself. Generally CCTV footage will only last 7-10 days, please be aware of this when making your request
At Otto Car, we are only able to assist you with PCO car repair.
If you seek personal injury support, you must go directly to a solicitor. The Otto Team will assist them and provide any evidence requested to support your case.
If there’s an incident where there is no third party available, such as a hit and run, a request would need to be reported as normal and a repair would be carried out. An excess would need to be paid to start the repair process.
An excess is also applicable when involved in an accident that is deemed to be your fault by Otto Car and/or our insurers.
Please note, broken glass is not covered by your insurance and you’ll be liable for any damage.
The servicing team will support you so please email service@ottocar.co.uk with your full name, car registration, and the subject title ‘Broken Glass Issue’.
For anything else related to the Accident Claims department, please contact claims@ottocar.co.uk.
