Terms and Conditions

Background

There is a clear requirement for all National Rail train operators and Network Rail to have a set of Lost Property procedures. The c2c Lost & Found Standards are based on the Code of Practice issued by the Association of Train Operators (ATOC). This sets out the guidelines that each operator has to abide by and complies with the National Rail Standard for Acceptance, Handling and Disposal of Lost Property.

Scope of Practise for c2c

We will ensure that all items of lost property are kept safe and secure, and in a place which is available for easy retrieval whilst operating a consistent approach to handling lost property anywhere within the company.

We will ensure that all customers are presented with a logical information trail to enable them to locate and retrieve property as easily as possible.

We will also ensure that we meet the requirements of the National Rail Conditions of Carriage (NRCoC) and ensure we are fully compliant with the ATOC code of practise relating to acceptance, holding and disposal of lost property.

Structure

Our main Lost & Found Office is located at Westcliff station. All items found are sent to and collected from this office.

There is a central telephone number, Customer Services Centre (visit the Contact Us page for details), and a central database of items lost and found which can be accessed by all our retail outlets. All retail outlets can record items lost or found in the database. The Lost & Found database has administrators who have special access to the database to match up items lost and found.

Our commitment to customers

If you lose something on one of our trains or stations, you can contact us via our Customer Services Centre (visit the Contact Us page for details) to supply us with the details of your lost item. Alternatively, please fill in the online contact form.

You can also report the loss to any of our staffed stations.

If something is handed in to us we will:

• try to contact the owner, if they can be identified;
• give a receipt to the person handing in the item in, if requested;
• keep the item for three months;

• record the details of the item in the Lost & Found database.

Our processes

We have in place certain processes for reporting, tracing and retrieving lost items, which are as follows:

• We provide a central contact (01702 357 699) for you to report or enquire about your lost item, or you can call in at any of our staffed stations.
• We will ensure all lost property is kept safe and secure and provide easy retrieval facilities to customers.
• We will ensure we keep an accurate and reliable record of all lost and found items, which includes:

A record of the lost item
Where it was found, the date and time
Where it was handed in
A description of the item including its condition
The name and address of finder, if given

• We liaise with the British Transport Police if the item found raises suspicion. We retain and dispose of lost property to meet all legal requirements.
• We make a charge for retrieval and return of lost property items.
• If the contact details of the owner of a found item can be identified we will make contact with the owner, if possible, within 48 hours.

Publicity

Each c2c station will have displayed details regarding lost property services that includes:

• Contact address and telephone number
• Opening hours of Lost & Found office
• That charges apply to retrieve items

This information will be displayed on our welcome poster at all stations.

National Rail Enquiry Service is also able to give a caller information and refer the caller to the c2c central Lost & Found telephone number (01702 357 699) where required.

Storage and disposal of found items

Items that have not been claimed within three months of being found (or from the date reported to the owner) are regarded as abandoned. They may then be sold or otherwise disposed of, and proceeds of the sale retained by c2c.

Perishable items will not be kept beyond the time when it is clear they have deteriorated sufficiently to no longer warrant being held, or they become a danger to Health and Safety. The Lost Property Database will be updated to reflect this action.

Items considered to be of value will be kept in a secure storage area.

Disposals will be recorded in detail on the Lost Property Database.

Retrieval of property by the owner

Owners will be given every possible assistance in the retrieval of their property.

In consultation with British Transport Police we may refuse to retrieve an article left on a train or at a station if we believe there is a security risk or other associated risk with doing so.

The owner may call into the Lost & Found office holding the item in person, or contact them by telephone on 01702 357 699. Owners wishing to collect items personally must have with them appropriate documentation such as their driving licence or passport to identify themselves as the lawful recipient of the item. We will generally accept all usual methods of payment when a charge is made, and a receipt will be issued.

Retrieval of property by the finder

Items that have not been claimed within three months of being found (or from the date reported to the owner) are regarded as abandoned. They may then be sold or otherwise disposed of, and proceeds of the sale retained by c2c. However where a finder expresses interest in claiming the item - at the time of handing the item to us, leaving their contact details - we will contact the finder before disposing of the item. This applies to the majority of items, except items like Laptops which may contain sensitive data.

Finders wishing to collect items personally must have with them appropriate documentation such as their driving licence or passport, to identify themselves as the lawful recipient of the item. We will generally accept all usual methods of payment when a charge is made, and a receipt will be issued. Charges will be levied at the levels shown above, including any additional charges where appropriate.