People receiving found items
Define who may accept property, what information they record, how items are labelled and where they are placed before secure handover.
Complete Lost Property Service
Lost property policy template
Use this framework to create or review your organisation’s lost property policy. Replace bracketed decisions with approved local requirements.
This template is operational guidance, not legal advice. Obtain appropriate legal, data protection, insurance and sector review before approval.
1. Purpose and scope
State which sites, teams, contractors, visitors and item categories the policy covers, together with any exclusions or mandatory escalation routes.
- Policy owner: [role or department]
- Sites and operations covered: [list or scope]
- Effective date and review date: [dates]
2. Roles and responsibilities
Process owner
Name the role accountable for storage controls, record quality, claims, exceptions, audits, retention decisions and provider oversight.
Authorised handlers
Limit access to trained people and document how access is granted, reviewed and removed.
3. Intake and recording
- Assign a unique reference without exposing unnecessary personal information on the outer label.
- Record the date, time, location found, general description, condition and receiving colleague.
- Record handovers and seal or container references where used.
- Use a separate escalation route for cash, weapons, suspected illegal items, medicines, identity documents and data-bearing devices.
4. Secure storage and handling
- Store items in a controlled area protected from unauthorised access, loss, damage and casual viewing.
- Separate high-value, sensitive, hazardous or data-bearing items according to risk.
- Do not search, unlock or access the contents of electronic devices to identify an owner.
- Define periodic stock checks and discrepancy escalation.
5. Claims and ownership verification
- Ask claimants for non-public details that can reasonably distinguish their item.
- Record the verification decision and the authorised person releasing the item.
- Avoid collecting more claimant information than the process genuinely requires.
- Define escalation for disputed, suspicious or insufficient claims.
6. Return, retention and disposal
- Document approved collection and courier return methods, identity checks and release records.
- Use an approved retention schedule by item category rather than keeping everything indefinitely.
- Record disposal authority, method, date and outcome, with specialist routes for sensitive items.
- Keep item and claimant records only for the documented period required for the stated purpose.
7. Monitoring and review
- Track item volumes, claim outcomes, time to return, storage exceptions, complaints and discrepancies.
- Audit a sample of records and physical items at an agreed frequency.
- Review the policy after incidents, contractual changes, legal changes or material process changes.
Published and reviewed by Complete Lost Property Service on 10 August 2026.
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