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Lost Property

All Lost Property found on one of our services or at one of our stations will be logged and sent to our central Lost Property Office at London Waterloo. Sending all recovered items to Waterloo is the most secure way of keeping your lost item safe.  The central office at London Waterloo is open from 07:30 to 19:00 Monday to Friday (excluding public holidays). It can take up to two working days for your item to be received and processed. We recommend that you wait this period of time before contacting us about your item.

Take a look at our Lost Property Guidelines leaflet here.

You can contact us:

Online:You can report your lost item using our online form.

Telephone:

020 7401 7861  (07:30-19:00, Monday to Friday)

Each week we reunite over 300 people with their lost property. We ask for your patience whilst we do our best to locate yours. Please note that there may be a charge for the retrieval of your item. If this applies to you, you will be notified at the time of collection or on enquiry.

lpo

People forget all types of different things on their travels around our network starting from birthday cakes to their dogs.

Check out the unusual bits and pieces that are lost and found on our trains.

 

How do I register my lost item?

Please try to allow a minimum of two working days before contacting us about your item. You can register your item by using the online form. Alternatively you can contact the Lost Property Office  by telephone on 020 7401 7861 (07:30-19:00 Monday-Friday) We will ask you to describe when and where you think you may have lost the item and to describe the item in detail, providing information that will help us to locate it. You also have the option of uploading a photograph of your item. After you have registered your lost property you will receive an automated email from us in acknowledgement. You will also be given a reference number for your enquiry. You should use this number if you need to contact us again.

If it is urgent that your item is found immediately (for example if you have lost vital medication) then please notify us directly and we will endeavour to find the item as soon as possible.

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What will South West Trains do with my item of lost property?

As soon as an item of lost property is handed in at a station, it will be logged in our database. Station staff will then follow an agreed process to get your item safely and securely to the central office at London Waterloo. At the Lost Property Office we will then cross reference every received item with enquiries raised by our customers. If we have a  possible match to your item, we will contact you. Please note: we will only contact you if your item is found.

We will keep all items of lost property for three months.

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What will happen if you find my item?

We will only contact you if we find your lost property. Once we have confirmation that we have your item you can either arrange to collect it from the Lost Property Office during opening hours, or for us to send your item to you. Please note a charge for postage will apply.

Depending on the item, a charge for handling may apply. If this is the case, you will be notified of the charge upon collection or enquiry. 

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What will happen if I have lost perishable goods?

Unfortunately, due to the nature of the items, we will be unable to keep perishable goods.

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What happens if I have lost my wallet or money?

Money and credit cards will not be sent to the Lost Property Office for security reasons. Any money found either loose or in a wallet or purse will be paid in at the nearest possible South West Trains ticket office. All credit and debit cards will be destroyed as per our South West Trains cash regulations and for your security.

The wallet or purse will then be sent to London Waterloo with a note describing the money and cards that were found inside. When you retrieve the wallet, we will pay you your money out from our ticket office at London Waterloo.

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What happens if I have lost my passport?

South West Trains are obliged to render invalid and send all lost passports to the relevant embassy, including British passports. We are therefore unable to return passports.

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I have lost my mobile phone, will someone from South West Trains contact me from it or answer any calls?

All South West Trains staff have been trained not to answer calls on mobile phones that have been handed in to them. In addition, they will not make outgoing calls. All mobile phones that are found will be switched off, logged and sent to the Lost Property Office at London Waterloo. If you have lost your phone, we may ask you for the IMEI (International Mobile Equipment Identity) number to help us identify the phone as yours.

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Why do I have to come to London Waterloo? I left my item at my local station.

We send all of our items to the central office at London Waterloo, as this is the best way to maximise the chances of us being able to return your item. At the Lost Property Office, we have staff dedicated to the locating of lost property items. All items in transit are logged and are traceable.  We ask for your patience while we look for your lost property and we will contact you if we find it. We will store all lost items for 3 months and collection can be made at any point during this time.

Alternatively, by arrangement, we can post your item to you. A postage charge will apply.

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How do I find the Lost Property Office?

You can find the Lost Property Office by taking Exit 2 from the main concourse at Waterloo. Alternatively you can access it from Waterloo Road. A map of Waterloo showing the location of the Lost Property Office is available here.

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