Thank you for your business
You've begun your journey.
Congratulations.
This page is your personal post-purchase guide. Everything you need to know, broken down for your type of purchase and answered without jargon.
3 steps required to firm up your order and secure the car fully*
Until these are in place, your order isn't fully secured. The sooner they're done, the sooner everything moves. Don't leave them sitting.
- DepositTo confirm
- Finance proposalTo confirm
- Order formTo confirm
Have you paid your deposit?
Have you completed your finance proposal?
Sent to you by Dan to complete and returnHave you signed your order form?
Sent to you via ShareDocsShortly after your purchase, you will receive an email from ITC Compliance, an FCA-authorised firm that manages regulated disclosures on behalf of BMW Financial Services. This email contains your pre-contract credit information, full commission disclosure, and a summary of your rights under the Consumer Credit Act 1974. It has been issued to satisfy obligations under the FCA Consumer Duty regulations. Please read it carefully and keep it for your records.
As an organisation we are committed to our customers receiving good consumer outcomes under the FCA's Consumer Duty. The Consumer Duty means you should receive communications you can understand, products and services that meet your needs and offer fair value, and you get the customer support you need, when you need it.
Should you require any additional support during your purchase, please visit the useful links provided within your welcome pack of organisations who can offer additional guidance and support.
If at any time you feel you have not received the information or support you expect from us, please do let us know.
Additional support. We want to provide the best service we can. If there is anything about your circumstances that means you would like extra support from us, just tell Dan - it will be handled discreetly and without fuss.
Your welcome pack. You will receive this by email where you have given us an email address. If not, a printed welcome pack will be sent to you.
Your data. We will only use your data in line with our data privacy policy. Ask Dan at any point if you would like a copy or want to know how to obtain the relevant policies.
If you're using BMW finance, your next step is to complete a finance proposal form and email it back to Dan. Choose your form type below - personal or business (limited company / partnership).
Your next steps
Everything relevant to your purchase is below.
Your specific next steps
You've chosen a car that's in stock and going through PDI (Pre-Delivery Inspection) and handover prep. Here's what's unique to your purchase. Answers that apply to everyone are in the sections further down the page.
How long until I get my car?
Approximately 2 weeks from today. Our handover specialist will be in touch within 7 days to schedule your appointment and confirm an exact date and time that works for you.
Can I put my personal registration on it?
Yes, Dan handles this for you. You'll need to provide your DVLA V317 transfer form along with your current V5C logbook (the registration document for the plate you're moving across). The DVLA transfer fee is charged before delivery. Get this to Dan as early as possible, as leaving it late can push back your handover date.
Will I know my new registration number before I collect?
Dan will let you know your new registration number as soon as it is confirmed. However, you cannot use the registration number alone to insure the car. Your insurer will need the registration number together with the full vehicle description, which you can find on your order form. Without both, the car cannot be correctly identified on a policy.
Bear in mind that the DVLA typically does not update their records to reflect the new registration until approximately 5 days after collection. This is normal and will not affect your ability to drive the car, but it is worth knowing if you run any checks during that window.
Can I order accessories now?
Yes. Genuine BMW accessories can still be added to your order at this stage. Some items need to be fitted during the PDI window, so the sooner you let Dan know what you'd like, the better. Drop him a message and he'll get a quote together and confirm what's achievable in the timeframe. Browse BMW accessories →
Will my part exchange valuation still be valid when I collect?
Yes, your agreed valuation stands. Because the gap between buying a stock car and collecting it is relatively short, we don't revalue your part exchange unless an unusually long period of time passes. If anything changes or you have concerns, just speak to Dan directly.
What happens to my finance settlement when I part exchange?
If your part exchange car has outstanding finance, we settle this directly with your lender on your behalf as part of completing your purchase - it isn't something you need to arrange or pay off yourself. We do this using the settlement figure your lender provides, which is why it's important that we have a current, up-to-date settlement figure and are made aware of any outstanding finance as early as possible. Working from an out-of-date figure can mean we send the wrong amount, which can delay your handover.
Settlement figures can be quoted either including or excluding your next scheduled payment. If the figure excludes your next payment, that payment may still be collected from you by your lender - this is normal, not an error. Once we've settled the finance, if the amount received by your lender exceeds the outstanding balance, any overpaid amount will be returned to you. Finance companies typically refund overpayments within 14 days. If you are unsure whether your settlement figure includes or excludes your next payment, check your settlement letter or call your lender directly.
What do I need to bring on collection day?
Bring a valid photo ID (driving licence or passport) and proof of your insurance. If you have a part exchange, bring the V5C logbook for your current car plus both sets of keys. If that car has outstanding finance, bring your settlement figure confirmation too, so we can settle it directly with your lender. If your finance agreement involves a borrowed amount over £60,000, you will need to sign your documents in person and bring a valid photo ID and proof of address. Your handover specialist will confirm the full list before the day.
Your specific next steps
Your BMW will be built exactly to your specification. Dan will keep you updated at every milestone. Here's what's unique to a factory order. General answers that apply to everyone are in the sections further down.
How long does a factory order take?
Build times vary depending on the model and specification. Dan will have given you an estimated production slot when you placed the order, and will update you as soon as the schedule is confirmed by BMW. He'll be in touch within 7 days with your first update, and will keep you informed at each key milestone throughout the process.
Can I track my order?
There's no customer-facing tracking portal, but you won't be left wondering. Dan will update you when your car enters production, when it leaves the factory, when it arrives in the UK, and again when it reaches Hedin Ruxley. If you'd like a status check at any point, just message Dan and he can look it up for you.
Can I put my personal registration on it?
Yes, Dan handles this for you. You'll need to provide your DVLA V317 transfer form and your current V5C logbook for the plate you're transferring. Get this to Dan well ahead of your handover date so nothing delays the day. The DVLA transfer fee is charged before delivery.
Will I know my new registration number before I collect?
Dan will let you know your new registration number as soon as it is confirmed. However, you cannot use the registration number alone to insure the car. Your insurer will need the registration number together with the full vehicle description, which you can find on your order form. Without both, the car cannot be correctly identified on a policy.
Bear in mind that the DVLA typically does not update their records to reflect the new registration until approximately 5 days after collection. This is normal and will not affect your ability to drive the car, but it is worth knowing if you run any checks during that window.
Can I change my spec after the order is placed?
Only within a very short window, and only if a build slot hasn't yet been allocated. Once the car enters production, no changes are possible at all. If you want to change anything, contact Dan immediately. Even a short delay could mean missing the window entirely.
When will I hear from someone?
Dan will be in touch within 7 days of your order being placed with an initial update. After that, you'll hear from him at each production milestone. Our handover specialist will contact you when the car is approaching its handover date to schedule your collection appointment and talk through what you need to bring.
Will my part exchange valuation still be valid when I collect?
This depends on your situation. If your current car is on finance, we will equity lock your equity. This means the equity figure agreed at the time of your order is protected throughout the build period, regardless of how long the wait is. If your car is owned outright, we will revalue it approximately one week before your handover date to ensure we're working with an up-to-date figure.
What happens to my finance settlement when I part exchange?
If your part exchange car has outstanding finance, we settle this directly with your lender on your behalf as part of completing your purchase - it isn't something you need to arrange or pay off yourself. We do this using the settlement figure your lender provides, which is why it's important that we have a current, up-to-date settlement figure and are made aware of any outstanding finance as early as possible. Working from an out-of-date figure can mean we send the wrong amount, which can delay your handover.
Settlement figures can be quoted either including or excluding your next scheduled payment. If the figure excludes your next payment, that payment may still be collected from you by your lender - this is normal, not an error. Once we've settled the finance, if the amount received by your lender exceeds the outstanding balance, any overpaid amount will be returned to you. Finance companies typically refund overpayments within 14 days. If you are unsure whether your settlement figure includes or excludes your next payment, check your settlement letter or call your lender directly.
What do I need to bring on handover day?
Bring a valid photo ID, proof of your insurance, and, if you have a part exchange, the V5C logbook and both sets of keys for your current car. If there's outstanding finance on your part exchange, bring your settlement figure confirmation too, so we can settle it directly with your lender. If your finance agreement involves a borrowed amount over £60,000, you will need to sign your documents in person and bring a valid photo ID and proof of address. Your handover specialist will confirm the full list closer to the time.
Your specific next steps
You've bought a BMW Approved Used vehicle, certified by BMW and prepared by our team. Here's what's specific to your purchase. General answers that apply to all buyers are in the sections below.
When can I collect my car?
You can collect any time between 48 hours and a maximum of 2 weeks from today. The 48-hour minimum gives us time to complete any remaining preparation, including a multipoint inspection (PDI) and any final detailing. Our handover specialist will be in touch within 48 hours to schedule your collection slot. If you have a specific date in mind, let Dan know and we'll do our best to accommodate you.
Can I put my personal registration on it?
Yes, you can. For approved used vehicles, this is handled directly between you and the DVLA rather than through us. You'll need the DVLA V317 form to transfer your plate. Dan can walk you through the process and point you to the right paperwork, but the dealer doesn't arrange private plate transfers on used cars. It's best to do this once you've received your new V5C from the DVLA, which arrives by post within about a week of collection.
Can I order accessories?
Yes. Genuine BMW accessories are still available. Speak to Dan as soon as you can, as some accessories need to be fitted before your collection date and the more notice we have the better. He'll get a quote together and confirm what can be done in the timeframe. Browse BMW accessories →
When will I hear from someone?
Our handover specialist will contact you within 48 hours of your purchase to schedule your collection appointment and talk through everything you need to bring. After that, Dan will check in with you every 6 months throughout your ownership.
Will my part exchange valuation still be valid when I collect?
Yes, your agreed valuation stands. Because collection happens within a relatively short window (up to 2 weeks), we don't revalue unless an unusual amount of time passes. If you have any concerns, just speak to Dan.
What happens to my finance settlement when I part exchange?
If your part exchange car has outstanding finance, we settle this directly with your lender on your behalf as part of completing your purchase - it isn't something you need to arrange or pay off yourself. We do this using the settlement figure your lender provides, which is why it's important that we have a current, up-to-date settlement figure and are made aware of any outstanding finance as early as possible. Working from an out-of-date figure can mean we send the wrong amount, which can delay your handover.
Settlement figures can be quoted either including or excluding your next scheduled payment. If the figure excludes your next payment, that payment may still be collected from you by your lender - this is normal, not an error. Once we've settled the finance, if the amount received by your lender exceeds the outstanding balance, any overpaid amount will be returned to you. Finance companies typically refund overpayments within 14 days. If you are unsure whether your settlement figure includes or excludes your next payment, check your settlement letter or call your lender directly.
What comes with a BMW Approved Used car?
Every BMW Approved Used vehicle comes with a minimum 12-month MOT, a minimum 12-month BMW warranty covering mechanical and electrical components, and BMW Roadside Assistance. Dan can provide the full vehicle inspection report for your specific car. Just ask. You'll also receive the service history on collection day. Warranties can be extended. Ask Dan if you'd like to know more.
What do I need to bring on collection day?
A valid photo ID, proof of your insurance, and, if you have a part exchange, the V5C logbook and both sets of keys for your current car. If there's outstanding finance on your part exchange, bring the settlement figure too, so we can settle it directly with your lender. If your finance agreement involves a borrowed amount over £60,000, you will need to sign your documents in person and bring a valid photo ID and proof of address. Your handover specialist will confirm the full list before the day.
Questions everyone asks
These answers apply regardless of which type of BMW you've bought.
Before & on collection day
How long does handover take?
Honestly, it depends, and that's intentional. Every handover is different. If you'd like a full walkthrough of every feature and technology in your car, we can spend hours together making sure you leave completely confident. If you're experienced with BMWs and prefer to get on the road, we'll keep it focused. The paperwork side varies too. Signing documents ahead of collection day means we can spend your time on the car, not admin. As a rough guide, allow anywhere from 1 hour to 3 hours or more, but we work at your pace. This experience is yours.
Should I set up the My BMW app before I come in?
Yes please. Download and register for the My BMW app ahead of your visit. Having it set up in advance means we can connect you to your new car much faster on the day.
How many keys do I get?
If your car has Comfort Access (keyless entry - all BMWs are keyless start as standard), it will come with 1 key in most cases. Cars without Comfort Access come with 2 keys.
Do I need to sort my own insurance?
We offer 5 days' driveaway insurance to get you covered from the moment of collection. Setting this up is your responsibility, so please get in touch if you'd like the details and we'll talk you through it.
Your documents & tax
When will I get my V5C logbook?
Your V5C will be posted to you directly by the DVLA, and you should receive it within about a week of collecting your car, whether new or used. There's nothing you need to do; it will arrive automatically.
Is the car taxed?
New cars include the first year's road tax, so you're all set to drive away. For used cars, taxing the vehicle is the new owner's responsibility, but don't worry, we'll sort this with you during handover so you leave fully road-legal.
What about MOT and warranty?
Every car we sell comes with at least 12 months' MOT and 12 months' warranty as standard. New cars come with a 3-year manufacturer warranty. All warranties can be extended. Just ask Dan if you'd like to know more.
Some of my documents mention "Stephen James Ltd" - is that right?
Yes, completely normal. Stephen James Ltd was our previous company name before we became part of the Hedin Automotive Group. Some documents, system-generated letters, and finance paperwork may still carry the Stephen James name while the changeover is completed. It does not affect your purchase, your finance agreement, or any of your consumer rights in any way. If you have any concerns about a specific document, just ask Dan and he'll clarify.
Insurance & your rights
What is GAP insurance, and is it available whichever way I've bought my car?
GAP (Guaranteed Asset Protection) insurance covers the shortfall between what your comprehensive motor insurer pays out and what you actually paid, or still owe, if your car is written off or stolen. We offer two versions, matched to how you've bought or financed your BMW:
- Combined GAP & Excess Cover - for a car bought outright (cash) or financed through the dealer, for example HP or PCP. It pays the difference between the insured value and whichever is greater: your original purchase price, or your outstanding finance settlement.
- Contract Hire / Lease GAP & Excess Cover - for a Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement. It pays the difference between the insured value and the amount required to settle your contract hire or lease agreement.
Exact premiums and terms depend on your vehicle's value and the policy period you choose, so for pricing please refer to the welcome pack email from ITC Compliance, or ask Dan directly.
What does Tyre & Alloy cover include?
It covers the cost of repairing or, where necessary, replacing tyres and alloy wheels damaged by accidental or malicious damage, such as potholes and kerbing, up to the limits set out in your policy schedule. It must be purchased from the showroom within 30 days of buying your vehicle. For exact cover limits and pricing, refer to the welcome pack email from ITC Compliance, or ask Dan.
Who is ITC Compliance, and why does an FCA number matter?
Stephen James (Automotive) Limited t/a Hedin Automotive BMW Ruxley is an appointed representative of ITC Compliance Limited, which is authorised and regulated by the Financial Conduct Authority (FRN 313486). This permits us to advise on and arrange general insurance products, and to act as a credit broker (not a lender).
As a credit broker, we may receive commission from the lender we introduce you to, and we may also receive a benefit for arranging insurance products. This does not affect the amount you pay, and full details of any commission are disclosed to you as part of your sales journey.
What protection do I have if something goes wrong with an insurance product?
You may be entitled to compensation under the Financial Services Compensation Scheme (FSCS) if we're unable to meet our liabilities as an insurance intermediary. Insurance advising and arranging is covered for 90% of a claim with no upper limit, or 100% for compulsory classes of insurance. You can also raise a complaint directly with ITC Compliance Limited, or ultimately with the Financial Ombudsman Service - see "How do I raise a complaint?" above for contact details.
Where can I read the full details?
Everything above is a plain-language summary. The full Initial Disclosure Document and Insurance Product Information Documents, including complaints procedures, cancellation rights and FSCS details, were emailed to you by ITC Compliance. You can also read the same document here:
Electric vehicles
How do I charge my electric vehicle?
Electric vehicles come supplied with a cable to plug into an untethered charge box. They do not include a 3-pin plug cable unless this was specifically ordered. We can refer you to Pod Point for your home charging setup, and you'll get a saving through our referral.
How does the Pod Point referral work?
Once we refer you, Pod Point will contact you directly to get things moving - but you don't have to wait for them. You're welcome to reach out to Pod Point yourself and let them know you've been referred by BMW, which can help speed things along.
You'll receive a confirmation email letting you know the referral has been made, so keep an eye out for that. Lead times can vary quite a bit - we've seen installations happen in as little as a week, and others take up to six weeks depending on demand and your location. With that in mind, the sooner you get in touch with Pod Point, the better.
Finance & payments
When do I sign my finance documents?
Finance documents are sent close to the end of the process and will come through for signing within one week of your handover date. Keep an eye out for emails from ShareDocs and Hyland Cloud. That's where your documents will appear. Signing them ahead of collection day means we can spend your time on the car rather than paperwork.
If your finance agreement involves a borrowed amount over £60,000, you will need to come into the dealership in person to sign your documents. Please bring a valid photo ID and a recent proof of address. Dan will confirm whether this applies to you ahead of your handover date.
Who do I contact about my finance after purchase?
We're a broker rather than a lender, so once your finance is in place your agreement sits with your chosen lender. For anything after purchase, such as overpayments, changes to your agreement, settlement figures, or end-of-agreement options, please contact your lender directly as they'll have everything to hand.
How do I pay the remainder of my deposit / pay for my car?
We accept bank transfers and card payments. A few things worth knowing:
- Please make your bank aware of the payment in advance so it isn't delayed or blocked.
- Bank transfers should be completed before collection day so we can confirm safe receipt.
- We accept a maximum of £2,000 per vehicle on a credit card.
- We're unable to accept American Express.
After you drive away
What if something isn't quite right after I drive away?
If you notice any issue with your car after driving away, please contact Dan in the first instance and he'll advise you on the best way forward. We're here to help and want to make sure everything is exactly as it should be.
How do I raise a complaint?
For any concern about your vehicle, your handover experience, or anything else related to your purchase, please contact Dan directly in the first instance. Most things can be resolved quickly with a conversation, and that will always be the fastest route to a resolution.
For matters relating to regulated credit-broking or finance, Hedin Automotive Group operates a formal complaints process. If you raise a complaint and remain dissatisfied with the outcome, you may be entitled to refer the matter to the Financial Ombudsman Service, an independent body that can investigate disputes free of charge. More information is available at financial-ombudsman.org.uk.
Will I hear from you again after collection?
Absolutely. We don't disappear after handover. Dan will check in with you roughly every 6 months throughout your ownership, and when the time is right we'll be on hand to help you into your next car, making the whole process as easy as it was this time.
About the BMW customer satisfaction survey
After your purchase, BMW will send you a short survey asking about your experience. Your feedback genuinely matters. It goes directly to BMW and it's one of the main ways they measure how well we've looked after you.
My promise to you is simple. I want your experience to be one you'd happily score honestly, so if anything hasn't been right, at any point, please tell me. A quick message is all it takes and I'll do everything I can to put it right. I'd always rather hear from you directly than have you sit on something that's bothering you.
When the survey arrives, please answer it honestly. If I've earned it, a strong score makes a real difference to me and the team, and if I haven't yet, give me the chance to fix it first.
Your finance proposal form
If you're using BMW finance, this is your most important next step. The proposal covers your personal or company details, employment, and your preferences for the finance structure - giving Dan everything he needs to get a formal application moving.
Choose your form type below, complete it, and email it back. It takes around five minutes. Nothing gets formally arranged until this is back with Dan.
"Once your signed documents are back with me, I move quickly. You'll always know exactly where you are in the process. I'll keep you updated at every stage."
Dan, BMW Sales Executive at Hedin Ruxley
Protect your investment
BMW protection products can be added up to an absolute maximum of 30 days after purchase. We strongly recommend sorting this before you collect, as once the car is on your driveway, some products become significantly harder (or impossible) to arrange.
Speak to Dan about any of the products below. It's a five-minute conversation that can save you thousands later.
Paint Protection Film
A near-invisible film that protects your paintwork from stone chips, road debris, and light scratches. Self-healing in the sun. Best applied before the car leaves us; it's a very different job once it's been driven.
Best before pickup Let Dan knowGAP Insurance
Covers the difference between what your insurer pays out and what you originally paid (or what you owe on finance) if your car is written off or stolen. Particularly valuable in the first couple of years of ownership.
Up to 30 days after purchase Let Dan knowTyre & Alloy Cover
Covers the cost of repairing or replacing tyres and alloy wheels damaged by road hazards: potholes, kerbs, and the like. A single alloy repair can cost £100+, and a tyre replacement more. This pays for itself quickly.
Up to 30 days after purchase Let Dan knowBMW Cosmetic Insurance
Covers minor cosmetic damage: small dents, door dings, light scratches to paintwork and interior. The kind of everyday damage that adds up quickly but doesn't meet the threshold for a standard insurance claim.
Up to 30 days after purchase Let Dan knowYou're in good hands.
"The whole process from test drive through to purchase and handover was amazingly smooth and well executed. Dan and the team were extremely supportive, answered every question, and made the entire experience very satisfying."
"An excellent experience purchasing my BMW at Hedin Ruxley. Dan was very professional, knowledgeable and helpful when placing my order, explaining everything clearly and thoroughly."
"A first class buying experience from start to finish. Communication was excellent and Dan made the whole process straightforward and enjoyable."
"Everything is going great and the car is driving brilliantly. I am still loving it and have had many compliments on it. Thank you again to Dan for all the help."
Legal & Financial Information
Website Independence
dan-sells.co.uk is the personal website of Dan Cane, a Sales Executive employed at Hedin Automotive Group (BMW Ruxley). This website is operated entirely independently and does not represent the views, policies, opinions, or positions of BMW AG, BMW (UK) Limited, Hedin Automotive Group, or any associated or affiliated entity. BMW® and the BMW roundel are registered trademarks of BMW AG, referenced solely to identify the products discussed.
Credit Broking: Important Information
Hedin Automotive Group acts as a credit broker and not a lender. Finance introductions are made primarily through BMW Financial Services (GB) Limited, authorised and regulated by the Financial Conduct Authority. Finance approval is not guaranteed and is subject to status, individual credit assessment, and affordability. The finance proposal form on this website is provided to facilitate a preliminary conversation and does not constitute a formal application or commitment.
No Financial Advice
Nothing on this website constitutes regulated financial advice. Any budget figures, estimated monthly payments, or indicative finance illustrations are illustrative only and subject to formal credit assessment. If you are uncertain whether a financial product is appropriate for your circumstances, seek guidance from an independent FCA-authorised financial adviser.