{"id":871,"date":"2025-03-31T15:39:19","date_gmt":"2025-03-31T14:39:19","guid":{"rendered":"https:\/\/www.firstport.co.uk\/help-support\/complaints-procedure\/"},"modified":"2025-10-01T12:43:41","modified_gmt":"2025-10-01T11:43:41","slug":"complaints-procedure","status":"publish","type":"help-support","link":"https:\/\/www.firstport.co.uk\/help-support\/complaints-procedure\/","title":{"rendered":"Complaints Procedure &#8211; Your Feedback Matters"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"your-feedback-matters\">Your feedback matters<\/h2>\n\n\n\n<p>Your thoughts and feelings are important.<\/p>\n\n\n\n<p>We welcome customer feedback at any time. It helps us to understand how well we are doing and where we may need to make further improvements to our service.<\/p>\n\n\n\n<p>We always strive for excellence, but sometimes things can go wrong or you may feel that we have not met your needs fully or in the way that you would have liked.<\/p>\n\n\n\n<p>If this should ever happen, please get in touch with your Property or Development Manager.<\/p>\n\n\n\n<p>For some issues, we will let you know what we can do or put you in touch with someone else who may be able to help, such as Citizens Advice Bureau, your local authority or tradespeople.<\/p>\n\n\n\n<p>We know that making a complaint can be stressful, so we aim to make the experience as simple and straightforward as possible.<\/p>\n\n\n\n<p>Our three-step process will help us to review and resolve your concerns quickly, fairly and fully.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"making-a-complaint\">1. How to make a Formal Complaint<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Stage 1. Formal complaint<\/h3>\n\n\n\n<p>You can raise a formal complaint by completing the form below, making sure that you clearly state that you are formally raising a complaint. If needed, you can ask any FirstPort member of staff to submit the complaint on your behalf. We strive to acknowledge your complaint by email or in writing within 5 working days. However, please note that response times may be longer during busy periods or public holidays.<\/p>\n\n\n\n<p><strong>No matter how you get in touch with us, we ask that you provide us with:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your contact details or account number \u2013 we may have to contact you in order to get more information in order to resolve your issue.<\/li>\n\n\n\n<li>Background information on the issue.<\/li>\n\n\n\n<li>The impact the issue is having on you.<\/li>\n\n\n\n<li>Your preferred resolution.<\/li>\n<\/ul>\n\n\n\n<p>The fastest way to get a complaint resolved is between you and your Property or Development Manager. If they have already had discussions with you, we\u2019ll then investigate your complaint in detail.<\/p>\n\n\n\n<p>In most cases, we should be able to complete our investigations and fully reply to you within 20 working days. If we think it will take longer, we will let you know and tell you when we expect to complete our review.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Stage 2. Final review<\/h3>\n\n\n\n<p>If you are unhappy with the response to your formal complaint, please respond to us, clearly advising that you are now seeking a Stage 2 complaint review and the reasons for your dissatisfaction.<\/p>\n\n\n\n<p>Most Stage 2 complaints will be reviewed by a member of the Senior Management team or a complaints panel.<\/p>\n\n\n\n<p>If we cannot reach agreement with you, this will usually be referred to the Ombudsman as a deadlock situation requiring an independent review.<\/p>\n\n\n\n<p>You will normally receive our final response in writing within four weeks. If we feel we need more time or information to reach a suitable conclusion, we will let you know when you can expect us to get back to you.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Stage 3. External review of complaint<\/h3>\n\n\n\n<p>We always try to fully resolve concerns ourselves. If we cannot do so and have reached deadlock (or more than 8 weeks has elapsed since your complaint was first made), you can seek a free and independent review of our actions within the next 12 months. We will advise you of your options in our Stage 2 response, but most complaints will be referred to The Property Ombudsman Service (TPOS) or the Building Safety Regulator \u2013 we will let you know whether the Ombudsmen or Regulator is the appropriate external review.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"property-ombudsman\">2. The Property Ombudsman Service<\/h2>\n\n\n\n<p>This is an independent body that deals with property-related complaints for many different organisations in the UK. See below for details of how to contact them. Please note that the Ombudsman cannot deal with complaints about perceived value for money, which (for leasehold properties only) would instead need to be considered by the First Tier Tribunal of the Property Chamber in England or a Leasehold Valuation Tribunal in Wales.<\/p>\n\n\n\n<p>The Ombudsman service does not deal with any complaints that are subject to court proceedings or which they consider to be malicious or unjustified. They will be happy to clarify if they are able to review your complaint for you following our Stage 2 response.<\/p>\n\n\n\n<p>We fully respect the independence of these bodies and will always honour their rulings. We pay the cost of all cases heard by TPOS, so there are no charges for you, either personally or through your development\u2019s service charge. However, other tribunals\/forums may require you to pay an up-front case fee. For more information about the Property Ombudsman Service, <a href=\"https:\/\/www.firstport.co.uk\/help-support\/what-is-the-property-ombudsman-service\/\" data-type=\"help\" data-id=\"836\">click here<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to contact The Property Ombudsman Service<\/strong><\/h3>\n\n\n\n<p>Post: The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, SP1 2TJ<\/p>\n\n\n\n<p>Email: <a href=\"mailto:admin@tpos.co.uk\">admin@tpos.co.uk<\/a><\/p>\n\n\n\n<p>Telephone: 01722 333 306<\/p>\n\n\n\n<p>Website: <a href=\"http:\/\/www.tpos.co.uk\" target=\"_blank\" rel=\"noopener\">The Property Ombudsman Service<\/a><\/p>\n\n\n\n<p><a href=\"http:\/\/www.tpos.co.uk\/consumers\/make-a-complaint\" target=\"_blank\" rel=\"noopener\">www.tpos.co.uk\/consumers\/make-a-complaint<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" width=\"1400\" height=\"271\" src=\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-1400x271.png.webp\" alt=\"Tpo Ctsi Logos Cmyk\" class=\"wp-image-4084\" style=\"width:546px;height:auto\" srcset=\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-1400x271.png.webp 1400w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-800x155.png.webp 800w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-150x29.png.webp 150w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-768x149.png.webp 768w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-1536x297.png.webp 1536w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-2048x396.png.webp 2048w, https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/03\/TPO_CTSI-logos-CMYK-400x77.png.webp 400w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"safety-regulator\">3. Building Safety Regulator<\/h2>\n\n\n\n<p>Where your complaint is regarding fire safety or structural safety the external review will be via the Building Safety Regulator.\u202f\u202f Please see the Higher Risk Building section for explanation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"our-drive-for-imporvement\"><span class=\"TextRun SCXW207955813 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW207955813 BCX0\">Complaints process for <\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">h<\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">igher <\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">r<\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">isk <\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">b<\/span><span class=\"NormalTextRun SCXW207955813 BCX0\">uildings<\/span><span class=\"NormalTextRun SCXW207955813 BCX0\"> in England<\/span><\/span><\/h3>\n\n\n\n<p>A higher risk building is a building that is more seven storeys or 18 meters in height, whichever is reached first.\u202fThese buildings are registered with the Building Safety Regulator and follow the Regulator\u2019s building safety regime regarding fire and structural safety.<\/p>\n\n\n\n<p>All of our teams are aware of which buildings are higher risk buildings and will reference this within our replies.<\/p>\n\n\n\n<p>Complaints for higher risk buildings that are considered \u2018relevant complaints\u2019 for the Regulator to externally review will be handled by the Building Safety Regulator not The Property Ombudsman Service. This applies to the following topics:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fire safety<\/li>\n\n\n\n<li>Structural safety<\/li>\n\n\n\n<li>The performance of the accountable person<\/li>\n<\/ul>\n\n\n\n<p>If the complaint doesn\u2019t refer to the above topics (i.e. is not classed by the Building Safety Regulator as a relevant complaint), you may still raise the complaint with The Property Ombudsman Service for review under their criteria.<\/p>\n\n\n\n<p>Please raise complaints regarding higher risk buildings with us in the same way as any other complaint. If this is considered to be a relevant complaint, as defined by the Building Safety Act, then we shall advise this within our response.<\/p>\n\n\n\n<p>Our timelines for responding to your complaint will be the same as that stated in our published complaints\u2019 procedure.<\/p>\n\n\n\n<p>Where FirstPort is not an Accountable Person or Principal Accountable Person, we may need to request that you raise your complaint with the Accountable Person or Principal Accountable Person \u2013 this is usually your building owner \/ landlord or a Resident Management Company.\u202f\u202f\u202f Where this is necessary, we will advise.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to contact the Building Safety Regulator<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Telephone: 0300 790 6787<\/li>\n\n\n\n<li>Website: <a href=\"https:\/\/www.hse.gov.uk\/building-safety\/regulator.htm\" target=\"_blank\" rel=\"noopener\">Contact the Building Safety Regulator \u2013 GOV.UK (www.gov.uk), Building Safety Regulator \u2013 Building safety \u2013 HSE<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Independent advice<\/strong><\/h3>\n\n\n\n<p>LEASE (The Leasehold Advisory Service) offers FREE advice on the law affecting residential leasehold in England and Wales. It is totally independent and is funded by Government.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Post: Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX<\/li>\n\n\n\n<li>Website: Visit Lease Advice <a href=\"https:\/\/www.lease-advice.org\/\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"energy-complaints\">4. Energy Complaints<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Get in touch<\/strong><\/h3>\n\n\n\n<p>We have appointed an Energy Manager who is trained to resolve energy complaints and address any challenges you may face. With extensive knowledge in areas such as energy procurement conversion to metering and billing, they are available to help with any issue that may occur. To make sure our Energy Manager is able to take full ownership of your concerns, we provide regular refresher training and offer one-on-one support so they can tackle even the most complex matters.<\/p>\n\n\n\n<p>Our Energy Manager is available to help you with any energy-related issues regarding your account, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Producing new bills and re-billing accounts<\/li>\n\n\n\n<li>Providing refunds<\/li>\n\n\n\n<li>Evaluating meter issues<\/li>\n\n\n\n<li>Offering appointments<\/li>\n\n\n\n<li>Changing email preferences<\/li>\n\n\n\n<li>Handling back billing<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>If you are not happy with the resolutions offered<\/strong><\/h3>\n\n\n\n<p>If you are not satisfied with the resolution provided, our Energy Manager can escalate your complaint to our dedicated complaints team. Or you can fill in the webform and select \u2018Energy\u2019 under formal complaint reason.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.firstport.co.uk\/help-support\/complaints-procedure\/#complaint-form\" data-type=\"help\" data-id=\"871\">Click here to log a formal complaint by completing the complaints form<\/a>.<\/p>\n\n\n\n<p>We will fully review your complaint, following the Stage 1 and 2 processes explained above. If we&#8217;re not able to reach a resolution \u2013 or if your complaint is open for 8 weeks \u2013 we may reach a position called &#8216;deadlock\u2019 and we will advise you of your options as part of our Stage 2 response.<\/p>\n\n\n\n<p>If your complaint remains unresolved, you can get in touch with the Energy Ombudsman.<\/p>\n\n\n\n<p>You can contact the Energy Ombudsman by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Phone: 0330 440 1624<\/li>\n\n\n\n<li>Email: <a href=\"mailto: enquiry@ombudsman-services.org\">enquiry@ombudsman-services.org<\/a><\/li>\n\n\n\n<li>Website: <a href=\"http:\/\/www.energyombudsman.org\" target=\"_blank\" rel=\"noopener\">www.energyombudsman.org<\/a><\/li>\n\n\n\n<li>Mail: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF<\/li>\n<\/ul>\n\n\n\n<p>The Energy Ombudsman is a free and independent service, and they will undertake a full review of your concerns and the actions that we took to find a resolution. If the Ombudsman finds that we have not acted correctly, then they may instruct us to take specific actions, such as providing an explanation, issuing an apology, or offering compensation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Our drive for improvement<\/strong><\/h3>\n\n\n\n<p>Once your complaint is resolved, we may contact you among a regular sample of customers to invite you to give your feedback. You can then tell us how we dealt with your concerns and let us know if there is anything else you would like us to do.<\/p>\n\n\n\n<p>One of our senior managers may ask you for this directly, or we may invite you to take part in a short survey.<\/p>\n\n\n\n<p>You can also share with us any other ideas you have as to how we could improve our service. You can do this at any time using the contact information on the inside back cover.<\/p>\n\n\n\n<p>We regularly review this information, together with other feedback from our customer forums, development meetings and formal research surveys.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Independent advice<\/h3>\n\n\n\n<p>LEASE (The Leasehold Advisory Service) offers FREE advice on the law affecting residential leasehold in England and Wales. It is totally independent and is funded by Government.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Post: Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX<\/li>\n\n\n\n<li>Website: Visit Lease Advice <a href=\"http:\/\/www.lease-advice.org\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group is-style-form-container has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<h3 class=\"wp-block-heading has-primary-color has-text-color has-link-color wp-elements-73592e59e4fc65d87714af29fe75984f\" id=\"complaint-form\" style=\"margin-top:0;margin-bottom:0\">Get in touch<\/h3>\n\n\n\n<p>Please complete the complaints form to contact us, ensuring that you clearly state that you are formally raising a complaint. Alternatively, you can send your complaint by post to the following address: FirstPort, Marlborough House, Wigmore Place, Luton, LU2 9EX.<\/p>\n\n\n<script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\nvar gform;gform||(document.addEventListener(\"gform_main_scripts_loaded\",function(){gform.scriptsLoaded=!0}),document.addEventListener(\"gform\/theme\/scripts_loaded\",function(){gform.themeScriptsLoaded=!0}),window.addEventListener(\"DOMContentLoaded\",function(){gform.domLoaded=!0}),gform={domLoaded:!1,scriptsLoaded:!1,themeScriptsLoaded:!1,isFormEditor:()=>\"function\"==typeof InitializeEditor,callIfLoaded:function(o){return!(!gform.domLoaded||!gform.scriptsLoaded||!gform.themeScriptsLoaded&&!gform.isFormEditor()||(gform.isFormEditor()&&console.warn(\"The use of gform.initializeOnLoaded() is deprecated in the form editor context and will be removed in Gravity Forms 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class='gform_description'><\/p>\n\t\t\t\t\t\t\t<p class='gform_required_legend'>&quot;<span class=\"gfield_required gfield_required_asterisk\">*<\/span>&quot; indicates required fields<\/p>\n                        <\/div><form method='post' enctype='multipart\/form-data'  id='gform_45'  action=\"https:\/\/www.firstport.co.uk\/help-support\/complaints-procedure\/#gf_45\" data-formid='45' novalidate><div class='gf_invisible ginput_recaptchav3' data-sitekey='6LcSvsYqAAAAANzEqYFsAHSDSJ0nwfoitMQ3RW-y' data-tabindex='0'><input id=\"input_2b08b05ee3b11a1e0d9e403cc42b75d8\" class=\"gfield_recaptcha_response\" type=\"hidden\" name=\"input_2b08b05ee3b11a1e0d9e403cc42b75d8\" value=\"\"\/><\/div>\n                        <div class='gform-body gform_body'><div id='gform_fields_45' class='gform_fields top_label form_sublabel_below description_below validation_below'><div id=\"field_45_173\" class=\"gfield gfield--type-honeypot gform_validation_container field_sublabel_below gfield--has-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_173'>Instagram<\/label><div class='ginput_container'><input name='input_173' id='input_45_173' type='text' value='' autocomplete='new-password'\/><\/div><div class='gfield_description' id='gfield_description_45_173'>This field is for validation purposes and should be left unchanged.<\/div><\/div><div id=\"field_45_165\" class=\"gfield gfield--type-select gfield--input-type-select gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_165'>Property owner status<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_165' id='input_45_165' class='large gfield_select'    aria-required=\"true\" aria-invalid=\"false\" ><option value='Owned' >Owned<\/option><option value='Rented' >Rented<\/option><option value='Approved contact' >Approved contact<\/option><option value='Lost site' >Lost site<\/option><option value='Other' >Other<\/option><\/select><\/div><\/div><div id=\"field_45_26\" class=\"gfield gfield--type-text gfield--input-type-text gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_26'>First name<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_text'><input name='input_26' id='input_45_26' type='text' value='' class='large'     aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/div><div id=\"field_45_28\" class=\"gfield gfield--type-text gfield--input-type-text gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_28'>Last name<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_text'><input name='input_28' id='input_45_28' type='text' value='' class='large'     aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/div><div id=\"field_45_154\" class=\"gfield gfield--type-text gfield--input-type-text gfield--width-full field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_154'>Account number<\/label><div class='ginput_container ginput_container_text'><input name='input_154' id='input_45_154' type='text' value='' class='large'      aria-invalid=\"false\"   \/><\/div><\/div><fieldset id=\"field_45_67\" class=\"gfield gfield--type-address gfield--input-type-address gfield--width-full gfield_contains_required field_sublabel_above gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><legend class='gfield_label gform-field-label gfield_label_before_complex' >Address<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/legend>    \n                    <div class='ginput_complex ginput_container has_street has_zip ginput_container_address gform-grid-row' id='input_45_67' >\n                         <span class='ginput_full address_line_1 ginput_address_line_1 gform-grid-col' id='input_45_67_1_container' >\n                                        <label for='input_45_67_1' id='input_45_67_1_label' class='gform-field-label gform-field-label--type-sub '>First Line of Address<\/label>\n                                        <input type='text' name='input_67.1' id='input_45_67_1' value=''    aria-required='true'    \/>\n                                   <\/span><input type='hidden' class='gform_hidden' name='input_67.4' id='input_45_67_4' value=''\/><span class='ginput_right address_zip ginput_address_zip gform-grid-col' id='input_45_67_5_container' >\n                                    <label for='input_45_67_5' id='input_45_67_5_label' class='gform-field-label gform-field-label--type-sub '>Postcode<\/label>\n                                    <input type='text' name='input_67.5' id='input_45_67_5' value=''    aria-required='true'    \/>\n                                <\/span><input type='hidden' class='gform_hidden' name='input_67.6' id='input_45_67_6' value='United Kingdom' \/>\n                    <div class='gf_clear gf_clear_complex'><\/div>\n                <\/div><\/fieldset><fieldset id=\"field_45_68\" class=\"gfield gfield--type-email gfield--input-type-email gfield--width-full gfield_contains_required field_sublabel_above gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><legend class='gfield_label gform-field-label gfield_label_before_complex' >Email address<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/legend><div class='ginput_complex ginput_container ginput_container_email gform-grid-row' id='input_45_68_container'>\n                                <span id='input_45_68_1_container' class='ginput_left gform-grid-col gform-grid-col--size-auto'>\n                                    <label for='input_45_68' class='gform-field-label gform-field-label--type-sub '>Enter Email<\/label>\n                                    <input class='' type='email' name='input_68' id='input_45_68' value=''    aria-required=\"true\" aria-invalid=\"false\"  \/>\n                                <\/span>\n                                <span id='input_45_68_2_container' class='ginput_right gform-grid-col gform-grid-col--size-auto'>\n                                    <label for='input_45_68_2' class='gform-field-label gform-field-label--type-sub '>Confirm Email<\/label>\n                                    <input class='' type='email' name='input_68_2' id='input_45_68_2' value=''    aria-required=\"true\" aria-invalid=\"false\"  \/>\n                                <\/span>\n                                <div class='gf_clear gf_clear_complex'><\/div>\n                            <\/div><\/fieldset><div id=\"field_45_63\" class=\"gfield gfield--type-phone gfield--input-type-phone gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_63'>Phone number<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_phone'><input name='input_63' id='input_45_63' type='tel' value='' class='large'   aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/div><div id=\"field_45_166\" class=\"gfield gfield--type-select gfield--input-type-select gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_166'>Formal complaint reason<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_166' id='input_45_166' class='large gfield_select'    aria-required=\"true\" aria-invalid=\"false\" ><option value='0587245e-61d6-402b-8d1b-734fd0a87714' >Selling\/Re-mortgage<\/option><option value='203f68c6-5f3d-4665-bd0e-ad2153c2944c' >MyHome<\/option><option value='522c831f-898b-405c-ba35-c2abb0388bce' >Health and Safety<\/option><option value='59506201-ca06-4d09-8d7d-6c3610e80215' >Communication from Firstport<\/option><option value='a7a47442-48fd-47d8-9957-631587cba89d' >Poor Development\/Service Standards<\/option><option value='d13216a5-0473-4b1d-9fe3-475d329762aa' >Finances<\/option><option value='d325d15c-4558-4276-b53f-30c04dd77ed5' >Energy<\/option><\/select><\/div><\/div><div id=\"field_45_164\" class=\"gfield gfield--type-text gfield--input-type-text gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_164'>Subject line<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_text'><input name='input_164' id='input_45_164' type='text' value='' class='large'     aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/div><div id=\"field_45_79\" class=\"gfield gfield--type-textarea gfield--input-type-textarea gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_79'>Please provide more details about your Formal Complaint<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_79' id='input_45_79' class='textarea large'     aria-required=\"true\" aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><\/div><div id=\"field_45_172\" class=\"gfield gfield--type-textarea gfield--input-type-textarea gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_172'>Please summarise your desired outcome<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_172' id='input_45_172' class='textarea large'     aria-required=\"true\" aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><\/div><div id=\"field_45_37\" class=\"gfield gfield--type-fileupload gfield--input-type-fileupload gfield--width-full field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_37'>Add attachment<\/label><div class='ginput_container ginput_container_fileupload'><input type='hidden' name='MAX_FILE_SIZE' value='2097152' \/><input name='input_37' id='input_45_37' type='file' class='large' aria-describedby=\"gfield_upload_rules_45_37\" onchange='javascript:gformValidateFileSize( this, 2097152 );'  \/><span class='gfield_description gform_fileupload_rules' id='gfield_upload_rules_45_37'>Accepted file types: pdf, jpg, jpeg, doc, docx, Max. file size: 2 MB.<\/span><div class='gfield_description validation_message gfield_validation_message validation_message--hidden-on-empty' id='live_validation_message_45_37'><\/div> <\/div><\/div><div id=\"field_45_169\" class=\"gfield gfield--type-fileupload gfield--input-type-fileupload gfield--width-full field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_169'>Add attachment<\/label><div class='ginput_container ginput_container_fileupload'><input type='hidden' name='MAX_FILE_SIZE' value='2097152' \/><input name='input_169' id='input_45_169' type='file' class='large' aria-describedby=\"gfield_upload_rules_45_169\" onchange='javascript:gformValidateFileSize( this, 2097152 );'  \/><span class='gfield_description gform_fileupload_rules' id='gfield_upload_rules_45_169'>Accepted file types: pdf, jpg, jpeg, doc, docx, Max. file size: 2 MB.<\/span><div class='gfield_description validation_message gfield_validation_message validation_message--hidden-on-empty' id='live_validation_message_45_169'><\/div> <\/div><\/div><div id=\"field_45_170\" class=\"gfield gfield--type-fileupload gfield--input-type-fileupload gfield--width-full field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_170'>Add attachment<\/label><div class='ginput_container ginput_container_fileupload'><input type='hidden' name='MAX_FILE_SIZE' value='2097152' \/><input name='input_170' id='input_45_170' type='file' class='large' aria-describedby=\"gfield_upload_rules_45_170\" onchange='javascript:gformValidateFileSize( this, 2097152 );'  \/><span class='gfield_description gform_fileupload_rules' id='gfield_upload_rules_45_170'>Accepted file types: pdf, jpg, jpeg, doc, docx, Max. file size: 2 MB.<\/span><div class='gfield_description validation_message gfield_validation_message validation_message--hidden-on-empty' id='live_validation_message_45_170'><\/div> <\/div><\/div><div id=\"field_45_171\" class=\"gfield gfield--type-fileupload gfield--input-type-fileupload gfield--width-full field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_45_171'>Add attachment<\/label><div class='ginput_container ginput_container_fileupload'><input type='hidden' name='MAX_FILE_SIZE' value='2097152' \/><input name='input_171' id='input_45_171' type='file' class='large' aria-describedby=\"gfield_upload_rules_45_171\" onchange='javascript:gformValidateFileSize( this, 2097152 );'  \/><span class='gfield_description gform_fileupload_rules' id='gfield_upload_rules_45_171'>Accepted file types: pdf, jpg, jpeg, doc, docx, Max. file size: 2 MB.<\/span><div class='gfield_description validation_message gfield_validation_message validation_message--hidden-on-empty' id='live_validation_message_45_171'><\/div> <\/div><\/div><fieldset id=\"field_45_167\" class=\"gfield gfield--type-checkbox gfield--type-choice gfield--input-type-checkbox gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below hidden_label field_validation_below gfield_visibility_visible\"  ><legend class='gfield_label gform-field-label gfield_label_before_complex' >Terms &amp; Conditions<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/legend><div class='ginput_container ginput_container_checkbox'><div class='gfield_checkbox ' id='input_45_167'><div class='gchoice gchoice_45_167_1'>\n\t\t\t\t\t\t\t\t<input class='gfield-choice-input' name='input_167.1' type='checkbox'  value='I understand that my data will be used in response to this enquiry in accordance with the FirstPort &lt;a href=&quot;\/privacy-policy\/&quot;&gt;Privacy Policy&lt;\/a&gt;'  id='choice_45_167_1'   \/>\n\t\t\t\t\t\t\t\t<label for='choice_45_167_1' id='label_45_167_1' class='gform-field-label gform-field-label--type-inline'>I understand that my data will be used in response to this enquiry in accordance with the FirstPort <a href=\"\/privacy-policy\/\">Privacy Policy<\/a><\/label>\n\t\t\t\t\t\t\t<\/div><\/div><\/div><\/fieldset><\/div><\/div>\n        <div class='gform-footer gform_footer top_label'> <div class=\"wp-block-button\"><button id=\"gform_submit_button_45\" type=\"submit\" class=\"gform_button button wp-block-button__link\" 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*\/\n<\/script>\n<\/div>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":true},"help-topic":[16],"class_list":["post-871","help-support","type-help-support","status-publish","hentry","help-topic-residents-queries"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/help-support\/871","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/help-support"}],"about":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/types\/help-support"}],"wp:attachment":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/media?parent=871"}],"wp:term":[{"taxonomy":"help-topic","embeddable":true,"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/help-topic?post=871"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}