If you lose your property on one of our buses please call customer services on 0345 646 0707 between 9am and 5pm Monday to Friday (excluding Public Holidays) or complete the online registration form at www.firstbus.co.uk/contact-woe
All lost property found or handed in by drivers or Company officials or by a third party is recorded, labelled and stored at the local lost property office. If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.
Any lost property found on our vehicles, providing the item is not perishable, will be kept for one month, with the exception of debit and credit cards. In the case of debit and credit cards, the issuing bank will be contacted (where a contact number is provided on the card) when the card is handed in to the local lost property office and our staff will follow any instructions given by the bank. If not claimed within 24 hours of receipt at the local lost property office the card will be securely destroyed.
All unclaimed property is donated to charity at the end of the calendar month following the one in which it was handed in. Perishable items, including but not limited to foodstuffs, and soiled items will be held for a maximum of 48 hours and if deemed necessary will be disposed of immediately. In the case of debit and credit cards, the issuing bank will be contacted (where a contact number is provided on the card) when the card is handed in to the local lost property office and our staff will follow any instructions given by the bank. If not claimed within 24 hours of receipt at the local lost property office the card will be securely destroyed.
When claiming lost property, you must supply a full description of the item, including its contents if applicable, and give details of where and when lost, in order to reasonably satisfy us that you are the rightful owner of the property.
Once lost property has been identified you will be given details of how and where to collect the item. Under normal circumstances, you will need to collect the lost property from the office or depot at which the lost property is being stored during office hours. On collection you will be asked to fill out your name and address and supply proof of identity. You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. We reserve the right to charge a small fee for administration of the lost property service.
We accept change tickets on bus as payment towards a fare.
Bus Station Conditions of Use for each of the Bus Stations owned by and/or managed by FirstGroup UK Bus' Bristol, Bath and The West Region.
We aim to provide the best service possible, but occasionally we fall below the high standards we set ourselves.
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