If you lose property at our stations or on our trains, we will do our best to reunite you with it. Unfortunately because of the nature of the rail network and the number of train companies, it may sometimes be necessary for you to contact more than one train company to try and locate your property. You can find details of who to contact below.
If you are not sure who to contact, our Lost Property helpline will point you in the right direction. Similarly if you have contacted another train company who have not found your item, it may still be worth trying our Lost Property helpline.
Items lost at a First Great Western station
If you lost your property at a station managed by First Great Western, please telephone our Lost Property helpline on 0345 7000 125. The line is open for enquiries from 0700 to 2200 seven days a week.
Most items of lost property are kept securely at our Lost Property Office at Bristol Temple Meads, where they are logged in our Lost Property database. You should allow up to five working days from the date of loss for the property to be received at this office and logged.
Items are stored for 12 weeks, after which they are disposed of. Any items of food/drink or other perishable goods contained within located property will be disposed of immediately.
If you can prove an item is yours, you will be provided with a reference number for its retrieval. A storage charge of £2 is payable on most items, although certain items, such as prescription medication, and childrens’ toys are exempt from charge.
If we find any cash it will be paid into the ticket office and a receipt issued in place. Upon retrieval you can take the receipt into any of our ticket offices to reclaim the monies found.
You are responsible for any additional costs incurred, such as postal or courier charges, for returning the item to you. These are payable in addition to the storage charge.
You may retrieve your items in one of the following ways
Collect it from our Bristol Temple Meads Lost Property Office in person. The office is open 0800-1900 Mon to Fri. Please bring your reference number with you to speed up the process.
Small items can be sent using Royal Mail services. In order to arrange this, please send a stamped addressed envelope of suitable size and strength (or a prepaid Special Delivery envelope), along with a cheque or postal order for £2 to cover the storage charge (made payable to First Great Western). We also require a covering letter, quoting the reference number and a disclaimer accepting responsibility for the item once it has left our care. Please send to: First Great Western Lost Property Office, Bristol Temple Meads Station, Bristol. BS1 6QF.
Larger items can be sent using a courier services such as www.myhermes.co.uk
where you can purchase an address label online and send this to us by email. You can also use any traditional courier service. In order to arrange this you must first send payment for the storage charge and a disclaimer accepting responsibility for the item, quoting the reference number. The courier must also be able to quote the Reference Number. Further information can be obtained from our helpline.
Please note that items CANNOT be sent by train
Items lost on the train
If you have left items on a train, they will most likely be found at the final destination station. The train company who manages the destination station are responsible for dealing with any such lost property items, and you will need to contact that company to see if they have found your items.
If the train’s final destination was a station managed by First Great Western, follow the procedure above and contact our Lost Property helpline.
If the train’s final destination was a station not managed by First Great Western, contact the responsible train company to make enquiries.
The key destination stations for First Great Western trains, the train company who manage them and their lost property contact details are as follows: