Lost property

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.
It is open for enquiries from Mon to Fri: 08.00-20.00.

All 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 5 working days from the date of loss for the property to be received at this office and logged.

Items are stored for up to 12 weeks, after which they are disposed of.

Any items of food/drink contained within located property will be disposed of.

If you can prove an item is yours, you will be provided with a Reference Number for its retrieval. Storage and Retrieval charges apply dependent on the item.

Band Charge Description
 A £20 Laptop computers, video cameras, DVD players and other large items of electrical equipment.
 B £10 Mobile phones, Blackberrys/PDAs, MP3 players/personal stereo equipment (e.g. iPod), gaming consoles (e.g. Nintendo DSi, PSP, Xbox)
 C £3  Items of jewellery, watches, cameras, filofax/personal organisers, suitcases, rucksacks, briefcases, handbags, wallets/purses, clothing items, musical instruments, bicycles, skis, surfboards
 D £2  Gloves/scarves/hats, books, umbrellas, CDs, DVDs, spectacles, keys, prams/pushchairs
 E Nil Items of prescription medication, children’s toys

We only make one charge for a container and its contents, for example a briefcase containing a laptop is charged at the laptop rate – the higher of the two, not both.

If we find cash, it is held securely and is subject to a £2 minimum administration charge, or 10% of the value, up to a maximum of £10. If the cash is in another item of lost property, such as a wallet, we will only make one charge – either for the wallet or the cash, whichever is the higher.

You are responsible for any costs incurred, such as courier charges, for returning the item to you. These are payable in addition to the storage and retrieval charges above.

You may retrieve your item/s in one of the following ways

  1. Collect it from our Bristol Temple Meads Lost Property Office in person. The office is open from Mon to Fri 08.00-17.45. You must be able to quote your Reference Number.
  2. By Royal Mail for small items which fit into an A4 envelope.
    In order to arrange this, you must send a SAE (preferably padded), a cheque for the Storage and Retrieval charges (made payable to First Great Western) and a covering letter accepting responsibility for the item, and quoting the Reference Number to Lost Property Office, Bristol Temple Meads Station, Bristol, BS1 6QF.
  3. By courier for larger items. In order to arrange this you must send a cheque for the Storage and Retrieval charges (made payable to First Great Western) a covering letter accepting responsibility for the item, quoting the Reference Number and giving your contact details to: Lost Property Office, Bristol Temple Meads Station, Bristol, BS1 6QF.

Once the cheque is cleared, you will be contacted by our Lost Property team, so that you can arrange for a courier to collect the item. The courier must be able to quote the Reference Number.

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 probably be found at the final destination station either by our on-board crew, cleaners or engineers. The train company who manage 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 on 0345 7000 125.

If the train’s final destination was a station not managed by First Great Western, contact the responsible train company to make enquiries.
The most common destination stations for First Great Western trains, the train company who manage them and their lost property contact details are:

Destination Station Train Operating Company Lost Property Contact 
London Paddington Network Rail  0207 262 0344 (or visit on Platform 12)
Cardiff, Swansea & Welsh stations Arriva Trains Wales 0845 606 1660
Fratton, Weymouth & Portsmouth Harbour South West Trains 0207 401 7861
Worcester & Hereford London Midland 0121 634 2040
Redhill Southern 08451 272920
Gatwick Airport  Network Rail 01293 503162