Overview

Our Credit Control Team is here to support you throughout your rental or Rent 2 Buy (R2B) journey. We handle invoicing, payments, account support, and any financial queries you may have — making sure everything is smooth, clear, and fair.

Payment Process

Weekly Billing & Payments

  • Invoices are sent every Thursday

  • Payments are taken automatically from your registered card/account

  • If a payment fails, we’ll retry once per day

  • You’ll be notified if a payment hasn’t gone through

If You Miss a Payment

  • You’ll get reminders via email and text

  • We’ll follow up with a phone call if needed

  • If your balance remains unpaid, your vehicle may be disabled

  • You’ll have the option to set up a payment plan or resolve the balance to avoid repossession

Refunds & Deposits

  • Rental deposits are refunded 7–10 working days after vehicle return (minus any charges)

  • R2B down-payments are non-refundable once a car is collected

  • Cancelling before collection? You may be eligible for a refund (approval required)

Payment Plans

  • If you’re struggling, we may offer a flexible payment plan

  • These are sent and signed via a secure platform (Signable)

  • You’ll receive full copies for your records

Holiday Requests

  • Email us or use the Driver Portal to request time off payments

  • Each driver’s allowance is different — we’ll check this for you before approval

End of Contract

  • 3 months before your contract ends, we’ll contact you with 3 options:

    1. Aftercare (extended use of your car)

    2. Part exchange/upgrade to a new R2B

    3. V5C ownership transfer

  • We’ll guide you through whichever option you choose

Support Info / How to Get Help

We’re here to help with:

  • Missed payments or errors

  • Requesting payment holidays

  • Setting up payment plans

  • Understanding your invoice

  • Checking holiday allowance

  • Resolving congestion charge or mileage issues

  • End-of-contract planning

For the fastest service, include:

  • Your full name

  • Vehicle registration number

  • A brief summary of your request

Contact Channels

  • General Credit Support: pay@ottocar.co.uk

  • Congestion Charge Queries: congestion@ottocar.co.uk

  • End of Contract / Aftercare: Aftercare@ottocar.co.uk or reply to our emails

  • Driver Portal: Use it to request holidays or check key contract info