Otto Driver Hub

Let's help you find the right email support.

The easiest and fastest way to get the support you need is via our speedy email service. From holiday requests to PCNs, and everything in-between, check out full support guide below.

Thinking of joining Otto Car? Check out our FAQ page to get started! 

Accounts

Servicing

Accident Claims

Accounts

Holidays & Pay Related Enquiries

For any payment queries or to request a holiday payment freeze, please email [email protected] with your full name, car registration, and the subject header 'Payment' or 'Holiday'.

Please note that you can’t request a holiday within the first 6 months of the contract. You can request up to 2 weeks at a time, 6 months apart.

Payment & Pins

You may require a pin in your PCO car on a weekly basis. If this applies to you, please email [email protected] and a member of the Otto Team will get back to you.

Penalty Charge Notices (PCNs)

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 [email protected] with any other PCN issue including your full name, car registration, and the subject header to include 'PCNs' & your PCN number or vehicle registration’'.

Card Detail Changes

Please email [email protected] with your full name, car registration, and subject header 'Card Details' to request for your card details to be changed.

Blocking Cards

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 [email protected] with your full name, car registration and subject header 'Card Details' to request for your card details to be changed.

Address Change

If you've changed your address, it's very important you let us know as soon as possible.

Please email [email protected] with your full name, car registration, and the subject header 'Address'.

Please provide us with a photocopy of your driving licence and a proof of address.

Rental Deposit Refunds

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.

Congestion Charges

Please email [email protected] with your full name and car registration for any Congestion Charge query.

Giving Notice

If you want to give notice on your Rent 2 Buy or PCO Car Hire contract, please email [email protected] 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

AfterCare

Please email [email protected] with your full name and car registration.

Other

For all other enquiries, please email [email protected]

Servicing

Booking a Service

Please email [email protected] 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.

Insurance

For all matters regarding with insurance, please contact [email protected] 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.

PHV Documentation

Please email [email protected] 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.

PCO drivers can't upload their new PHV licence until the date of the expire. Your document will be rejected if you attempt to upload your new PHV licence beforehand.

Warranty Work/PCO Car Support

Please email [email protected] 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.

MOT

Please email [email protected] 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.

Broken Glass (Inc Windscreen)

Please email [email protected] with your full name, car registration and subject title 'Broken Glass'.

Other

For all other enquiries, please contact [email protected] with your full name and car registration.

Accident Claims

Accident Reporting

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.

PCO Car Collection (After Accident)

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.

Claims Updates

Please email [email protected] with your full name, car registration and the subject header 'Claims' and one of the Otto Team will get back to you.

PCO Car Repair Bookings

Please email [email protected] with your full name, car registration and the subject header 'Repair' and one of the Otto Team will get back to you.

CCTV Request

If you'd like to request CCTV footage, please email [email protected] 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 [email protected] 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 [email protected] with your full name, car registration and subject header 'CCTV'.

Personal Injury 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.

Excesses

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.

Broken Glass (Inc Windscreen)

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 [email protected] with your full name, car registration and subject title 'Broken Glass Issue'.

Other

For anything else related to the Accident Claims department, please contact [email protected]