Festival City Theatres Trust
Lost and Found Property
Procedures
We will use all reasonable efforts to reunite people with property which has been found at the King’s
or Festival Theatres, but we do not accept liability for items which have been left, or lost, at the
theatres.
The collection point for items which have been found, and the contact point for reporting items
which have been lost, is at the Stage Door of each theatre. Occasionally, especially for smaller items,
they may not be found for a few days. If visitors get in touch with us we will have a look for lost
items, or we will take a note of contact details, but we may not be able, definitively, to ascertain if
we have found items for up to 5 working days.
Unfortunately we do end up with a large number of unclaimed items which we are unable to store
indefinitely. We will dispose of any items left unclaimed for more than 8 weeks AND/OR uncollected
after 12 weeks, regardless or perceived value.
Contact telephone numbers
King’s Theatre Stage Door
Festival Theatre Stage Door
0131 229 3416
0131 662 1112
Procedures
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Any staff member finding lost property will hand it to stage door staff as soon as reasonably
possible.
Stage Door staff will log the item on our lost/found register, with a brief description, and
place a label on it with date and location.
It will be stored, but visitors will be advised that we do not accept liability for the item. High
value items should be claimed with due haste.
If visitors call in to report a lost item
o stage door staff will record contact details and a brief description of the item
o if we think we have the item, as described on the register, we will ask the visitor to
come in and identify it
OR
o stage door staff will contact the customer service team to ask them to have a look in
the reported location
o if we think we have located the item stage door staff will call the customer to let
them know that we think we have located it
o stage door staff will agree any arrangements (times/dates) for visitors to come in to
stage door, to identify the item, and collect it
o stage door staff will log the contact details of the person collecting the item, just in
case we get a counter claim on the item from another customer
Procedures last reviewed 5 November 2015 by BL
o
o
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in person - visitors must be able to positively ID the item before it will be handed
over
OR
on the phone - if, and only if, it is clear that the item is definitely the one which has
been reported as lost, stage door staff may, at their discretion, offer to post the item
to the customer
stage door staff may ask the customer to make payment for postage
default postage will be second class, non-recorded, customer’s risk
any arrangements will be logged on the lost/found register
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if visitors have reported lost items which we have not been able to locate
o stage door staff will log the item on the register with customer contact details
o stage door staff will call visitors back, within 10 working days, to update them
o if items are subsequently located and successfully identified, stage door staff will get
back in touch with visitors to let them know and arrange for ID as above
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if items remain unclaimed
o after 8 weeks they will be disposed of
o items which have been disposed of will be recorded in the register
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if items have been identified but not claimed
o after 8 weeks, stage door staff will let the customer know that they have 4 weeks to
remove the item, or request postage (at stage door staff discretion as above),
otherwise it will be disposed of without further notice
o stage door staff may use their discretion to agree a suitable date for collection, but
default is as bullet point above
Procedures last reviewed 5 November 2015 by BL