Greater Anglia improves Lost Property policy after customer feedback

Thursday, 6 December 2018

Greater Anglia has updated and improved its Lost Property policy following customer feedback.

They will no longer apply charges to any cash found in wallets or purses.

The train operator has also produced a handy credit card-sized information card, available at stations, which clearly sets out the charges – that are in line with ATOC standards - for the storage and retrieval of items.

The charges are also displayed on Greater Anglia’s website.

Customers will still be able to collect their items for free if they return for them within 24 hours of them being handed in.

Lynsey Flack, Greater Anglia’s Head of Customer Service, said, “Where customers' items are found to contain cash we make sure that this is safely accounted for through our ticket offices, and we have removed any charges linked to found cash which were previously in place so that customers will get the full value back.

“Our staff go to great lengths to reunite people with their lost items and we want customers to feel that this is done in a careful, compassionate way.

“Therefore, we’re grateful for the feedback we’ve received and pleased to make these changes to our policy.

“We hope that customers will continue to be happy with the service we provide.”

After 24 hours items are collected and stored off station premises.

Customers will be able to arrange for the return of found items by contacting the Lost Property team direct.

This arrangement will free up time for station staff to continue to provide assistance to passengers and offer a better system to customers for getting back their items.

The Lost Property team is also able to provide the option to collect the item or have it returned by post - and this is tracked for additional peace of mind and convenience.

If an item is lost on a Greater Anglia train or station, it can be reported using the online form or by contacting 0345 7245 600 option 7 which is manned from 9am-5pm and a 24hr answerphone outside of these hours.