Had to pick up an 09 Ford Focus 1.6 thing on behalf of the company I work for, it was a horrible car Anyway.. they won't let you in before I think it was 8.30am then you have to wait around for anywhere from 30mins-1hr. Hand your documents into the receptionist who's was only too happy to help, it got passed through quite quickly after that. I can't fault them for customer service, however make sure you check all the documents and receipts as I had to drive the car untaxed around the corner to the Post Office!
They should allow you to check around the car by yourself, the staff won't stand around like lemons and talk rubbish.