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’.
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.
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 note, the way to deal with a PCN depends on the issuing authority.
All PCNs excluding TfL — For PCNs issued by local councils and other authorities, we will inform you by email and SMS. Please send us proof of payment to fines@ottocar.co.uk or click the green ‘confirm authority has been paid’ button within 48 hours to allow for the fine to remain at the reduced rate and avoid the admin fee of £10.
TfL PCNs — For PCNs issued by the TfL, we would like to remind you that you won’t receive a ticket from us, but a direct letter from the TfL. It is your responsibility to deal with their fines. We don’t charge to transfer liability for TfL PCNs. If you fail to pay the charge, the situation can escalate to Charge Certificate, Order of Recovery, or even a warrant.
Speeding/red light tickets — They are sent via email only. You will be charged a £10 admin fee. You will then receive the ticket in your name at your home address.
To appeal a PCN, please wait until the issuing authority sends this through to your home address, your appeal will be rejected if the PCN is still under Otto Car Ltd. This can take up to 8 weeks to arrive.
Please email fines@ottocar.co.uk with any other PCN issue including your full name, car registration, and the subject header to include ‘PCNs’ & your PCN number or vehicle registration.
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 muhammed@ottocar.co.uk with your full name and car registration for any Congestion Charge query.
If you want to give notice on your Rent 2 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 2 Buy: 4 week’s notice (after the first 2 months)
£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 1pm.
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, please email claims@ottocar.co.uk with your full name, car registration, and subject header ‘CCTV’.
Once the CCTV has been downloaded, the relevant authority (e.g. operator, solicitor, or police) in need of the footage must also send a request to claims@ottocar.co.uk. As a PCO driver, you may not be legally allowed to handle the CCTV footage yourself.
If you need assistance with your camera or have any questions, please contact service@ottocar.co.uk with your full name, car registration, and subject header ‘CCTV’.
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.
